Needing help with complex reports - tried everything I know
Hi all;
I have some serious reporting needs for a major project and I have spent a lot of time using the reports module not getting what I wanted. That may simply be me not being very bright, but at least I gave it a try.
I have to report on one project that has its own category to allow us to track incoming requests separate from our regular internal requests.
We have 4 severity levels each of which has a business agreed SLA tied to it. These severity levels are as follows:
Sev 1 - Critical failure - inhibits all of a large portion of system functionality
Sev 2 - Major functionality of the system is inhibited
Sev 3 - Slight disruption for a group of user with no available alternative
Sev 4 - Slight disruption for one user.
Our hours for this project are:
Operating hours - 08:00 - 20:00 hours
After hours - 20:00 - 08:00 hours
We currently have business rules in place to setup the Category for each incoming ticket. So we can guarantee that the Category will be set each time. I am trying to set the sub-category by either business hours or by after hours depending on arrival time. Not found a way to do that with business rules yet.
What is needed is a report, or more likely reports, that show the following:
Business hours: For each Sev level 1, 2, 3, 4
Time taken to change to:
"Assigned Status"
"Resolved Status"
After hours:For each Sev level 1, 2,
Time taken to change to:
"Assigned Status"
"Resolved Status"
We are running on a MySQL database.
Can anyone assist in getting these reports ready to go please?
It would be greatly appreciated - I might even allow my hair to grow back after pulling it all out.
Many thanks and ask if you need more detail.
Andrew Martin
Stressed out in Melbourne, AU
I have some serious reporting needs for a major project and I have spent a lot of time using the reports module not getting what I wanted. That may simply be me not being very bright, but at least I gave it a try.
I have to report on one project that has its own category to allow us to track incoming requests separate from our regular internal requests.
We have 4 severity levels each of which has a business agreed SLA tied to it. These severity levels are as follows:
Sev 1 - Critical failure - inhibits all of a large portion of system functionality
Sev 2 - Major functionality of the system is inhibited
Sev 3 - Slight disruption for a group of user with no available alternative
Sev 4 - Slight disruption for one user.
Our hours for this project are:
Operating hours - 08:00 - 20:00 hours
After hours - 20:00 - 08:00 hours
We currently have business rules in place to setup the Category for each incoming ticket. So we can guarantee that the Category will be set each time. I am trying to set the sub-category by either business hours or by after hours depending on arrival time. Not found a way to do that with business rules yet.
What is needed is a report, or more likely reports, that show the following:
Business hours: For each Sev level 1, 2, 3, 4
Time taken to change to:
"Assigned Status"
"Resolved Status"
After hours:For each Sev level 1, 2,
Time taken to change to:
"Assigned Status"
"Resolved Status"
We are running on a MySQL database.
Can anyone assist in getting these reports ready to go please?
It would be greatly appreciated - I might even allow my hair to grow back after pulling it all out.
Many thanks and ask if you need more detail.
Andrew Martin
Stressed out in Melbourne, AU