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Do we need a new role in WHD? Example: "Reporting Manager"

peter.kruty over 9 years ago

From time to time I hear about need for a new role in WHD. Typically someone who could manage reports (create, modify, run or schedule), maybe read-only access to Clients and Tickers (search and view details), but someone who would NOT consume Tech license as I do not want this role to work with tickets, I want it just do "this".

Could you use such role? Is it just reporting or what other activities you would like this role to do?

Top Replies

sreed1 over 9 years ago +1

This is a feature that I was actually told by sales was possible prior to purchase only to be blind sided by after the fact. Many other Help Desk applications allow "lite users" that have read only access…

0 patricks over 9 years ago

Sounds like a good idea. In our environment it probably wouldn't be used though.
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0 gareth.williams over 9 years ago

I was actually asking this question the other day. This would definetly be useful.
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0 peter.kruty over 9 years ago in reply to patricks

Thanks patricks, may I ask who is working with WHD reports in your organization?
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0 peter.kruty over 9 years ago in reply to gareth.williams

How many people would you need to have such role?
What would you expect such role perform in WHD apart reporting?
Would such person be also a Tech or Client or Client Admin?
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0 patricks over 9 years ago in reply to peter.kruty

In our environment, I do. (Service Desk Tech.) If a user needs a specific report, I'll just email it to them.
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0 ryan.calhoun over 9 years ago

This would be perfect for clients in management who aren't daily users of Web Help Desk, but would like to look at performance metrics. For example, in our IT department, the director could run reports and still maintain the approver role as a client without consuming a tech license.
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0 peter.kruty over 9 years ago in reply to patricks

Thanks!
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0 peter.kruty over 9 years ago in reply to ryan.calhoun

I'm wondering Ryan, same questions as for gareth.williams@converga.com.au above:
How many people would you need to have such role?
What would you expect such role perform in WHD apart reporting?
Would such person be also a Tech or Client or Client Admin?
Thanks!
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0 mchelone over 9 years ago

I know at my old job this would have been great as we had people doing analytic's but not actually participating in the day to day ticket resolution or usage. I know here that we may be moving to WHD and that my bosses boss would love to have metrics access but would not be interested in much but numbers resolution's and the occasional gander at specific tickets.
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0 ryan.calhoun over 9 years ago in reply to peter.kruty

Peter:
I would like to see the Reporting Manager role having full rights to the Reports tab, full rights to the Tickets > Dashboard so that they can create "quick views" of their teams, but then read only when they click on the elements within the Dashboard. This way, they can have full view of the productivity of the team at a glance using the Dashboard, review historic data using Reports, and even drill down to look at possible problems from the Dashboard, but not actually manipulate tickets.
Hope this helps.
-Ryan
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