Showing 8 ideas for tag "reports"
kudos icon +

Reporting and Analytics

Flexible Reporting Tool

I suggest to realize a fexible reporting tool, where it is possible to create your own overviews or lists. This could look like der search modul, but must have more section fields, operators and at least columns in the result list. We need a lot of reports for our change management und so we use the sql box. We made very complex sql statements and stored them in a file to copy them from there and execute them as csv.

kudos icon +

Reporting and Analytics

Tree based Statistic (Stats) Navigation

It's very difficult for me and my customers to find specific stat on the Stat module.

 

And gets more difficult when we have a relative huge number of stats.

 

So, my idea, inspired on other report and ITSM softwares, is a simple folder navigation for OTRS Stats Module. One example Attached

kudos icon +

Reporting and Analytics

Customized reports

Hello,

Must say OTRS looks really nice, but there is something we greatly miss before definitively deciding to use it instead of our custom made ticket management system.

I am talking about billing reports (or invoices) for customers. Although reports can be customized to display different data, they are still quite restrictive.

Let's say a customer makes requests a few times a month (or any other period). We fulfill... more »
(@cucharilla) kudos icon +

Reporting and Analytics

Separate Timezone from Date field in csv report exports

Since the upgrade to OTRS6 timezone settings have been given increased importance. This is generally good however we have found that when we create reports and export them as .csv files the date fields such as create date now contain the timezone too. This is annoying as previously it was just a numerical field. When we generated the reports we could use excel formula to sort and analyse the results. Now that the timezone... more »
kudos icon +

Reporting and Analytics

Reports: add SLA and ticket aging reports

The following reports would be useful:

SLA Related Reports:

• Average Time to respond by Service Level (for tickets in a given date range)

• Average Time to resolve by Service Level (for tickets in a given date range)

 

Aging Tickets Reports:

• Count open tickets > 1 month, > 2 months, > 3 months group by company

• Count open tickets > 1 month, > 2 months, > 3 months group by queue

(@aszameit) kudos icon +

Reporting and Analytics

Add before/after time query option in reports

When using the search option in Agent interface, agents can add a search criteria like "Ticket Create Time (before/after)". This option isn't available when creating reports, To create reports about i.e. "how many tickets are older than 10 days in queue" it would be very helpful to have this option available.

(@otc.xunta.gal) kudos icon +

Reporting and Analytics

List Reports for Config Items

It would be great if OTRS Reports Module could generate "Dynamic List" kind reports. Today it is not possible.

Another alternative way to get lists of CIs is that the Search functionality in the CMDB could use a Multiple Selection Field, to be able to perform searches over several CI classes at once.