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
Topic Participants
iandrewmartin