better reporting capabilities

WHD needs better capabilities for reporting ticket details. I've just learned (the hard way) that even though I can view all ticket information, including Notes and History on my screen, there is really no way to extract that information into any kind of report or file extract. I currently have a situation where bank examiners (not the friendliest people in the world) are requesting printed copies (pdf actually) of tickets for a certain time period with all details about the ticket. When I "Search" and then print it prints the basic ticket info but none of the history.

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Comments

typhoon87

If you take a look at the what were working on for post V12 reporting is the fist item on their list. The state the following for improvements in the reporting area.

More robust reporting with options including
- reporting on new objects like assets, parts or models
- easier custom reports for common KPIs
- redesign of custom report writer

FormerMember

I agree. The reports in WHD would add much more value if you could generate reports that included details about the tickets. For example: Run a report that shows all tickets with a specified alert level. You can currently get this report with a total number of tickets in the category, but to make this report actionable we should get a list of ticket numbers and some details from the ticket in the report. It would be much more useful to schedule a daily report with high priority tickets and know what they are about rather than just how many tickets have this status.

ebrouwer

Where do you see this listed? Reporting is really lacking right now. It's as if it was an after thought. For me as a manager, reporting is critical to my review process. If I can prove how many tickets are closed by a tech, I can push for salary increases where deserved. If I can show we're getting more work than we can handle, I can push for more staff.

tikizen

I have run into this as well... The only remedy I was given was the client admin function. Not sure if that would work for you but I for sure would love a more robust reporting engine. It is amazing how braod the scope is of reports requested at my office from very top level to sooooo granular I cannnot provide a report

byrona

We also require the ability to have a report scheduled on a regular basis to just product a list of actual tickets.

cnorborg

Guessing you could probably do this with a custom SQL or SWQL report? Might have to get your database guys to help you out with the query, but if the data is in there, you can probably report on it. There just might not be a report already made up or a way to do it using the GUI...

glisit

Years have gone by and reporting is still severely lacking. Tech support can only suggest feature requests, which, just like this one seem to have gone nowhere. I just can't understand why robust reporting is such a low priority for any ticketing system, particularly one that doesn't provide direct access to the data for custom reporting using tools such as Crystal Reports and PowerBI.