My mistake, we're in 7.5.00 Patch 004, and though we have the browser option, my staff is using the desktop client. All my documentation is for 7.6, so I thought that's what we had running.
Let me clarify what I'm looking for... When I want to produce performance reports, I search for incidents my staff has created, export them to *.csv and filter the results. I'd love to run a report that shows how many tickets were created and by whom without the manual processing of data. What I don't currently have is a way to measure SLA Breach type by agent, or the time between updates (all update times, not only last one). Are there easier ways of getting this information, or what are some best practices out there to work with what I have in order to get what I need? From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Stroud, Natalie K Sent: Tuesday, March 26, 2013 4:39 PM To: [email protected] Subject: Re: [EXTERNAL] Re: (Noob alert!) Cheat sheets? Remedy 7.6.04 for Dummies? ** Lorraine: Ummm...If we are talking about ITSM as your application for working tickets, it doesn't work with the native desktop client anymore once you get somewhere around version 7.5ish. We run ITSM 7.6.04 SP2 at our site, and I know our user community *has to* use a browser to work their tickets, though we on the development team still use the desktop client for certain tasks. Or are you talking about a partially customized app other than ITSM running on AR System Server 7.6.04? (It's not like BMC makes these questions especially easy to answer... :\ ) I'm still feeling a bit vague about what you need. Would you say that there are cases where you are having difficulty making sense of your data? Or is it more a case that are you struggling over what the right questions are to even be asking? Each of those questions has different answers, and if I can, I'd like to provide one that's reasonably helpful. Thanks, Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA [email protected]<mailto:[email protected]> ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Sanner, Lorraine Sent: Tuesday, March 26, 2013 3:59 PM To: [email protected]<mailto:[email protected]> Subject: [EXTERNAL] Re: (Noob alert!) Cheat sheets? Remedy 7.6.04 for Dummies? ** In addition to call handling metrics, I evaluate performance based on Created Tickets, Work Logs, First Call Resolution, Tickets Meeting SLA, Resolved < 30 days (we get a large volume of 'request' tickets), and Updating Tickets within 14 days. This last one is quite a challenge to find without running the search reports every single day, so I currently only capture a snapshot of the end of each month. We're using a partially-custom built 7.6.04 using the native desktop client. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Darrell Reading Sent: Tuesday, March 26, 2013 12:05 PM To: [email protected]<mailto:[email protected]> Subject: Re: (Noob alert!) Cheat sheets? Remedy 7.6.04 for Dummies? ** What metrics do you use to evaluate your people? Or are you looking for something more on the system side of data? Are you using Out of the Box BMC applications, or is this custom built? What version of the remedy server are you on, and do you use a web browser, or do you use the native client? Lots of questions here. Darrell Reading Phone 479.204.5739 [email protected]<mailto:[email protected]> Wal-Mart Stores, Inc. 805 Moberly Lane, MS-0560-68 Bentonville, AR 72716 Save Money. Live Better From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Sanner, Lorraine Sent: Tuesday, March 26, 2013 1:51 PM To: [email protected]<mailto:[email protected]> Subject: (Noob alert!) Cheat sheets? Remedy 7.6.04 for Dummies? ** After nearly 2 years of banging my head against a wall trying to decipher data, I've decided to give up and ask the experts. Are there any best practices forums or cheat sheets out there to assist HelpDesk managers better utilize the Remedy system? Lorraine Sanner AOC Support Services Supervisor (602) 452-3223 AOC Support: (602) 452-3900 or (855) 229-3900 NEW! Please share your feedback with us --> Support Center Survey<https://docs.google.com/spreadsheet/viewform?fromEmail=true&formkey=dEVtazN5RlRyWDVOYkdac2M2Z3dzUHc6MQ> _ARSlist: "Where the Answers Are" and have been for 20 years_ This email and any files transmitted with it are confidential and intended solely for the individual or entity to whom they are addressed. If you have received this email in error destroy it immediately. *** Walmart Confidential *** _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
