Individual Technician Report
We will use the Ticket Report plugin to generate the report.
We’ll set its Major Category to Status Type, its Chart Type to Pie Chart, its time range to the current month, and we’ll include a table that provides statistics for average open time, work time, average work time, and ticket count. We’ll also set a Technician filter to limit the tickets included in the report to those assigned to the current user.
To begin, log in to the Web Help Desk as an administrator or as a tech with permission to view reports, and navigate to Reports > Reports. If no reports have been defined yet, the report list will be empty. Click the New button to define a new report.
In the Report Basics tab, enter the Report Name “Individual Technician Report – Current User” and set the Report Type to Ticket Report.
After selecting the report type, the Report Details and Report Filters tabs will appear, providing settings specific to Ticket Reports. Click the Report Details tab.
Ticket reports are defined by four sets of options: categories, metrics, time ranges, and filters.
Categories determine which values various dimensions of the report will represent. We want to display a pie chart with slices representing the number of tickets in each status type, so we will set the Major Category to Status Type.
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Metrics determine which ticket attribute will be used to cal-culate the length of bars or size of pie slices, and determine which attributes will be included in the table. We want to display a pie chart that shows the ticket count for each status type, along with a table showing statistics for average open time, work time, average open time, and ticket count:
The Time Range filters the tickets included in the report to those that occur within a given time period. Limiting the report with a time range can significantly increase the report’s performance. Time ranges can be Relative or Specific.
Relative time ranges are given as amounts of time prior to the present. Specific time ranges are given as fixed dates and times. We want our report to include only those tickets that were opened during the current month, so we will use a Relative date range. If we wanted to include tickets opened within the past 30 days, we could set the From time to 1 Month ago and select Use exact date and time. However, we want to include only those tickets opened during the current calendar month. To do this, we will set the From time to 0 Months ago and select Round back to beginning of time periods. (If we were to have set the From time to 1 Months ago, instead of 0 months ago, the time would be determined by going back one month from the present and then going back to the beginning of that month—resulting in tickets for the current month plus the previous month).
In addition to specifying the time range, we need to specify the date attribute that it will apply to. We could use the date the ticket was opened, the date it was last updated, the date it is scheduled for work, or the date it was closed. We will select Date Opened.
We now have defined a report that includes a pie chart with slices representing the number of tickets in each status type, for all tickets opened during the current calendar month. It also includes a table that lists average open time, work time,
average work time, and ticket count for each status type and for all status types combined.
Click Preview to see how the report looks so far. Statistics depend upon the tickets in your help desk, but you should see something like this:
Adding a Filter
The report shows statistics for all tickets opened during the current calendar month, but we want to limit it to only those tickets assigned to the user generating the report. To do this, we will add an Assigned Tech filter that includes only the Report User.
Click the Report Filters tab. Since no filters have been added yet, the list will be empty.
Click New to add a filter. Set the Filter Attribute to As-signed Tech. When the Filter Attribute is selected, a list of possible values for the attribute will appear in the Values cell.
Select Report user. This is a special value that represents the current user of the Web Help Desk who is running the report.
Keep the Filter Type set to Inclusive; otherwise, the filter will allow all values except those that are selected.
Click Save to save the filter settings (and the other report settings). Click Preview again to see the report with the filter applied.
This time the report includes only those tickets assigned to the current user, and a text box appears at the bottom to show that the filter has been applied.
Click Done to return to the report list.
The report can be edited by clicking the report name, or the report can be run by clicking the Report or Print View but-tons. The Print View button opens the report in a separate window.
Individual Report for All Technicians
In the previous section we created a report to show the status type of tickets assigned to the current Web Help Desk user. In this section we will create a similar report that uses a Group-ing Category to show a similar report for each technician.
Log into the Web Help Desk an administrative user or a tech with permission to view reports and go to Reports > Reports.
Click New to create a Ticket Report with the name Indi-vidual Technician Report – All Techs.
Click Report Details and enter the settings shown in the fol-lowing screenshot.
Note that these settings are the same as those used in the individual report for the current user, except that a Grouping Category of Assigned Tech has been added. Also, for brev-ity we have omitted the statistics table below the pie charts by not selecting any values for Table Metrics.
To create an individual report for the current user, we added an Assigned Tech filter. For this report we do not need this filter, as we want to include tickets for all technicians.
Save the report settings and click Preview to view the report.
Statistics will vary depending upon the tickets in your help desk, but you should see something like this:
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Note the Unassigned chart, which in this example has no tickets. This represents all tickets for which no tech has been assigned. If you do not wish this chart to appear in the report, you can add a filter to remove it. Click Report Filters and add a new Assigned Tech filter that excludes tickets having an unassigned tech.
Save the filter and click Preview to view the report again.
The Unassigned chart is no longer visible, and a text box ap-pears to show that the filter has been applied.