Doubts with functionalities of Service Desk

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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