People Management
Archived and Active Request in a same report
This Report is used to get the complete list of request both active and archived request in the same report. To make any changes to a query, refer to the KB article below. ...
Average Resolution Time based on Technicians
This report is used for the customers that Technicians provide a consistent level of support. It can be confusing and frustrating for customers to have some Technicians resolve quickly, while other Technicians takes days to resolve the issues and ...
Average Resolution Time based on Group
This report is used for the customers that support groups provide a consistent level of support. It can be confusing and frustrating for customers to have some support groups resolve quickly, while other support groups takes days to resolve the ...
Closed request with pending task
This report is used to get all completed request with the pending task. To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000633501275 SELECT ...
Last work log added
This report is used to get the latest worklog added in the request. To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000633501275 SELECT wo.WORKORDERID ...
Request deleted by technician
This report is used to find the deleted request in the application. We can get the data from the Trash and system log viewer. To make any changes to a query, refer to the KB article below. ...
Time Spent on each module
This Report helps us to know the time spent by technicians on each module. The Time spent report provides a step-by-step record by which time-related data can be traced to their source and provides a complete history of all Technician activities ...
Time elapsed analysis
This Report gives a clear picture of, how long the request was handled by each technician, stayed in each group and stayed in different statuses. Capturing each action performed on the request can be helpful for the request management team to assess ...
Close comments
This report is used to find the close comment added by requester. To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000627781192 SELECT wo.WORKORDERID ...
Resolution added by
This report is used to find the resolution added by technician. To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000633501275 SELECT wo.WORKORDERID ...
Request closed by and Resolved by from history
This report is used to find the closed by and resolved by technician from the history. In some cases the request may be assigned to some technician and it is closed by a different technician. This information is captured in the history. To make any ...
Request not updated for 24 hours
This report is used to find the pending request which are not updated for more than 24 hours. This report helps to find the reason why the request is pending and find out and analyze the root cause of the process and define actions to improve the ...
Pending Request for more than 10 days
This report provides a quick view of all Pending incidents which are not closed for more than 10 days. When the incidents start backlogging faster than they can be resolved, the tendency of long incidents pending time can be exposed in this report. ...
SLA violation in next 3 days
When we get a list of SLA violation in next 2 days, it is important to alert the team involved in resolving the incident, to take part in SLA restoration. To make any changes to a query, refer to the KB article below. ...
Request violated by Group
This report used to find the group who violated the request. If the request/incident already has a violation and is reassigned to another group the new group assumes the violation instead of the group that the violation occurred. To make any changes ...
Request violated by technician
This report used to find the technician who violated the request. If the request/incident already has a violation and is reassigned to another technician the new technician assumes the violation instead of the technician that the violation occurred. ...
Priority change from history
To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000633501275 SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", qd.QUEUENAME "Group", ...
Status change from history
This report is used to find who changed the status To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000633501275 SELECT wo.WORKORDERID "Request ID", ...
Group change from history
This report is used to find who changed the group To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000633501275 SELECT wo.WORKORDERID "Request ID", ...
Technician change from history
This report is used to find who changed the Technician and how many technician handled the request. To make any changes to a query, refer to the KB article below. ...
Time taken to First Response
First Response Time is the number of minutes, hours, or days between when a customer submits a support ticket and when a customer support representative provides an initial response. It indicates how long a customer has to wait before being helped. ...
Request First Assigned time
First Assigned Time is the number of minutes, hours, or days between when a customer submits a support ticket and when was a support representative assigned to the Request. It indicates how long it is in an unassigned state. To make any changes to a ...