Reporting
Wall Board Print E-mail

The 1SD wall board is a facility to connect large LCD type TV's up to the system, to display summary charts, and latest incident logged. It is possible to connect a wall board per client group you support.
Last Updated on Monday, 28 December 2009 14:27
 
Transactional Reporting Print E-mail
The transactional history reporting will tell you about your service levels, and about the efficiency of your resolver groups. This report is generated into an Excel spreadsheet for further analysis. Any time a significant update occurs on a ticket, the transaction is written to this Transaction Log for for future reference. Transaction reporting differs to the standard system report, which is a snapshot report only of the current status of each incident in the sytem.
 
SLA Reports Print E-mail
SLA reports allow you to list all closed incidents, with an indicator of which failed the Closure SLA. It also gives you, per date range, an average of time to close incidents. This is useful when comparing efficiency/productivity of different teams or time periods.
 
Billable Hours tracking Print E-mail
1SD measures and reports on lasped time from Incident Raised, to Responded, to Closed. But it also allows another timekeeping frame which you can enter manually against each incident. This is useful if you want to track ACTUAL hours spent on the incident vs LAPSED time. This is often used where a customer needs to be specififcally billed for hours spent. A simple Invoicing page allows you to select a customer, and print an invoice per time period.
 
SLA reporting - open incidents Print E-mail
This SLA report lists all open incidents, with the amount of time it has been open. Wherever It is taking longer than the pre-set SLA in the admin control panel, the incident will be highlighted in red. In addition, an escalation email will be sent for each violation to the recipient selected in admin.
 
Incident management and tracking Print E-mail
Listed Incident reports are available with filters so that you can view reports by date range, allocated user, status etc. It also includes a full text search. This can be downloaded into Excel.
 
Totals Reports Print E-mail
Aside from the report lists, there is also a totals report which gives you the quantity of incidents, and which can be filtered by user, client, date range, etc. This can be downloaded into Excel.
 
SLA reporting and escalation - closed incidents Print E-mail
This SLA report lists all closed incidents, with the amount of time it took to close each one. Wherever It took longer than the pre-set SLA in the admin control panel, the incident will be highlighted in red.