There is a reporting console that includes a series of out-of-the-box reports that may include the information you are looking for.
The reports are Crystal Reports and can be exported to CSV for further filtering, but the reporting console allows you to filter results before the reports are generated. BMC also offers a product called Analytics, which includes a more robust set of reports and good set of functionality surrounding reporting . As far as best practices goes I'm unaware of a common listing, but this is the general ruleset I follow - 1) Don't come up with a list of 200 reports. Instead, come up with common reports that can be shared and allow end users to ignore/hide extra data columns 2) Generate reports during off-hours and automatically distribute them 3) Distribute via a common repository, whether it's a web page listing available downloads, a sharepoint repo, a shared directory, etc. 4) Determine what data is actually useful for a given enterprise / business unit 5) Copy and modify existing reports rather than start from scratch. 6) Apply Consistent formatting. 7) Take steps to ensure reporting doesn't influence end user activity in a negative way. 8) Comparisons of numbers between last week / last month / last year can be extraordinarily helpful for resource planning. 9) Understand performance ramifications and develop reports against a non-production system. --------- As far as SLA Breaches by agent goes - there are a series of SLA / SLM reports and I'm pretty sure you can adjust the queries by the Assigned To individual or limit the reports to a particular group. There are also out of the box reports that address questions of ticket volume. Time between updates can be tricky, but there is a lot of existing data and functionality in the system to work with to obtain that information (including leveraging SLM to track it and leveraging out of the box SLM reports) --- Steve On Wed, Mar 27, 2013 at 4:34 PM, Sanner, Lorraine <[email protected]>wrote: > ** > > 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]**** > > ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008**** > > ** ** > > ** ** > > *From:* Action Request System discussion list(ARSList) [ > mailto:[email protected] <[email protected]>] *On Behalf Of *Sanner, > Lorraine > *Sent:* Tuesday, March 26, 2013 3:59 PM > *To:* [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] <[email protected]>] *On Behalf Of *Darrell > Reading > *Sent:* Tuesday, March 26, 2013 12:05 PM > *To:* [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] **** > > 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] <[email protected]>] *On Behalf Of *Sanner, > Lorraine > *Sent:* Tuesday, March 26, 2013 1:51 PM > *To:* [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 **à** **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_ **** > _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"
