Doubts with functionalities of Service Desk
Hi,
I have several questions related with data extraction from Manage Engine:
- Is it possible to extract data based on custom filters or queries? If yes, how is that possible?
- Is it possible to generate a report with the time that each technical expend on the execution/resolution of the request? Is this possible without work register on the request? If yes, how is that possible?
- Is it possible to generate a report with the SLA Resolution information expend by multiple technical's, from different areas? What I need, for example, is to understand which technical don't meet the SLA Response or Resolution and now I can only obtain the broken SLA associated with the last technical. If yes, how is that possible?
- Is it possible to generate a report with all the information related with the request or change? If yes, how is that possible?
- Is it possible to associate SLA to a change request? If yes, how is that possible?
- Is it possible to generate a report with the time expend on each level/phase of the change request? If yes, how is that possible?
- Is it possible to generate a report with the time expend on each status of the request (open, resolved, closed, ...) and by which team? If yes, how is that possible?
- Is it possible to generate a report with the information related with the tasks added in the "Implementation" tab, concerning:
- Task status;
- Group;
- Priority;
- Responsible;
- Effective start and end of the task;
- Scheduled start and end of the task;
- Percentage of conclusion.
Thanks again for your attention to this matter.
Best regards.
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