I've been using Service Desk Plus (on-prem) for a long time and I can run some basic reports based on Time Spent, SLA, and Request Summary, etc.. I'm looking for additional reports that will provide me more insight into our tickets. I tried playing around with some of the custom reports but to be honest, there's so many different options that it's a bit overwhelming. I am looking for the following reports, you would think these would be standard reports that would be available out of the box. I'm hoping someone can share some information on how I can run these.
1. Graph of Trend reports - for example, I want to look at the last 12 months and see how tickets are trending from month to month, based on category or subcategory. For instance, I want to be able to see if we're getting more printer requests from month to month, specific applications, etc. It would be great to have a bar chart for this.
2. Average time spent per request - for example, I want to see the total number of printer tickets last month and the average time to resolve. Let's say we had 100 printer tickets and it took an average of 4 hrs 30 min to resolve. This would be based on subcategory.
3. graph of Request Summary Report, percent
of completed requests by category or subcategory. I was able to run this report but it's not graphical, I would like to have a pie chart or bar chart. Here's the criteria I used:
Column to group, Columns: Completed Time and Year, Month
Group By: Subcategory
Summary column by: Count of Request ID or Percent of Request ID
Date Filter: Completed Time - last 12 months or 1 month at a time
Request Status is closed
Priority is P3, P4