Tracking recurring issues

[stever_]

Hi all,

I've got a bit of a puzzle on my hands: we are working on tracking when users have recurring issues based on an incident's categorization over a period of time and we would like some sort of report or chart that could be used as a dashboard to help proactively identify problem users. I would like to be able to set thresholds on time period and potentially on what would constitute a "recurring" issue (for example three incidents in two weeks with the same categorization).

Some more information in case it helps:

-We are on Eureka, working towards Fuji but testing existing functionality is taking longer than I have before this needs to be ready.

-We categorize based on four criteria: Category>Subcategory>Item>Item Detail (ie Corporate>Hardware>Printer>Paper jam). I'm working this on the Item level.

-We have custom charts enabled but I'm still learning how to use and build them.

An example:

-User opens a ticket with the Corporate>Hardware>Printer>Paper jam categorization, someone from the help desk takes care of it.

-A few days later, the same user opens a ticket with the same categorization (they aren't particularly good at re-opening resolved tickets).

-A few days after that, they open a third one still with the same categorization. When this ticket is opened, I would like a report or chart on a homepage to populate with that user and item combination (I'm open to keeping a running total, but that could get messy with the number of locations we have).

With this, I'm thinking that we set a flag or something similar in the user record so that the help desk techs are looking, they don't always have to check a report. We currently use a VIP flag for some users, as long as it could be reset, I think I could use that; but a new flag isn't hard to add, resetting it after a rolling time period might be tough though.

I've been working on this from a few different angles but can't quite wrap my head around what all would need to be done.

Thank you.

[bernyalvarado]

Hi Steve, in Fuji it is possible to add a graph based on a report within a table form. You just need to add a field of type chart. That will greatly help you to accomplish the need if you could align this requirement to your Fuji upgrade.

Thanks,

Berny

[stever_]

I've messed around a little with the chart feature but I can't seem to get it to show incidents only from the user that opened the ticket. If there a JavaScript command I could use in the chart to do that?

[bernyalvarado]

For Eureka, you may want to implement something like the Dynamic Knowledge Search 2 app in Share. Perhaps you could customize this app to share the related incidents based on their Categories.

Here goes a video of the app: http://youtu.be/rPHvNjMgaXU

Give it a try, you may get in love with it.

I hope this is helpful!

Thanks,

Berny

[Uncle Rob]

Are your customers navigating a 4 tier category tree?