Configuring Report to view Attendance Data
This document is intended to demonstrate how to configure Smart Reports to be use d in service management (Ticket Management).
Reports by Ticket/Attendance
This report is intended to demonstrate, over a period of time, the tickets attended and the time spent on each ticket, as well as help to identify time expiration.
Procedure
- Access the functionality through the main menu Reports > Smart Reports > Smart Reports;
- Download the file below, called "Attendance Ticket";
- Click on "Import" and select the file quoted above;
- Select the report "RelatorioPorTicketAtendimento" from the feature listing and click on "Edit";
- Choose the "None" title module and define the groups that will be allowed to view the created report.
Use
- Access the functionality through the main menu Reports > Smart Reports > Smart Reports;
- Click on "Incidents/Requests" and select the item "RelatórioPorTicketAtendimento";
- Define the filters with the period you want (with the start and end dates of the tickets);
- A list will be presented with the following data: Service request, type, service, activity, status, requester, request date and time, deadline, SLA, attendance time (is the sum of the iNputs of the hours registered in the occurrences of the ticket) and date and time of closure (if any), besides a summary report regarding the chosen contract;
- You can click on the service request number to present more details about the technician and the hours spent by the technician to answer the ticket.
- It Is also available to view these Reports in the dashboard if you configure them when you customize the same Smart Decisions.
⚠️ Attention!
There is in the "Related" tab, in the top left corner of the screen, a knowledge on creating custom dashboards.
Reports by Technician and Time Spent
This report aims to identify the time for each technician since it presents the number of tickets that each technician performed and the time spent by each technician.
Procedure
- Access the functionality through the main menu Reports > Smart Reports > Smart Reports;
- Download the file below "TechnicianTime";
- Click on "Import" and select the file quoted below. Click on "Edit" and rename the report with the title "Ticket - time spent by technician";
- Select the report and click on "Edit";
- Choose the "None" title module and define the groups that will be allowed to view the report created.
Use
- Access the functionality through the main menu Reports > Smart Reports > Smart Reports;
- Click on "Incidents/Requests" and select the item "Ticket - time spent by technician";
- It will present a list of the following data: Technician, ticket, and time spent;
- It is also available to view these Reports in the dashboard if you configure them when you customize the same Smart Decisions.
⚠️ Attention!
There is in the "Related" tab, in the top left corner of the screen, a knowledge on creating custom dashboards.