Thank you all for these suggestions! I'll get with someone in our Ops group and see what magic they can work for us.
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Stroud, Natalie K Sent: Thursday, March 28, 2013 7:57 AM To: [email protected] Subject: Re: [EXTERNAL] Re: (Noob alert!) Cheat sheets? Remedy 7.6.04 for Dummies? ** Lorraine: I do have a couple of things I'd add in addition to what Steve said. I'm assuming use of Analytics here, but say you have a standard report that pulls tickets that were resolved last month. You'll have a query that pulls that information in. Have several tabs in which you slice and dice that data every which way. At our site, folks want to see this data sorted in the following ways: · by Incident ID · by Assigned Group · by Assignee · by Assigned Group then by Assignee · by Priority · by Service Type · by Prod Cat · by SLM (which equates to by Assigned Group then by Service Type then by whether it met or breached the SLA service target, which is a value we have to calculate manually in Analytics) · by SLM then by Priority (which is sorted by Assigned Group then by Priority then by whether it met the response and resolution service targets). Per Steve's tip in #1 below, they can ignore any of those tabs or columns on those tabs that they don't want to see. Another thing we do with our core set of Analytics reports is create one version that has a prompt for Assigned Group only and in which we hard-code the query to pull the data for a set date range, say the previous month. Then we create a second, ad-hoc version of the report which is has a prompt for both Assigned Group and Resolved date range, though you could create a prompt for any frequently requested variation. So if they come back and say, "Our monthly report is nice, but we'd like to see this data for the last 6 months" we just pull up the ad-hoc report, set a schedule to run Now, plug in the Support Group(s) and dates they want, and ba-da-bing, we can give them a variation on their standard report within minutes. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester 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 Steve Kallestad Sent: Thursday, March 28, 2013 7:59 AM To: [email protected]<mailto:[email protected]> Subject: Re: [EXTERNAL] Re: (Noob alert!) Cheat sheets? Remedy 7.6.04 for Dummies? ** 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]<mailto:[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]<mailto:[email protected]>] On Behalf Of Stroud, Natalie K Sent: Tuesday, March 26, 2013 4:39 PM To: [email protected]<mailto:[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<tel: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? 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