question Re: Work Notes in Perfomance Analytics in Community Central forum

Work Notes in Perfomance Analytics

ParvanaGasimov — Wed, 11 Dec 2024 19:02:30 GMT

Is there a way to build report in Performance analytivs based by Incident Work Notes description? Please show as example screenshot. Thank you, Parvana Gasimov.

Re: Work Notes in Perfomance Analytics

Uncle Rob — Wed, 11 Dec 2024 22:34:30 GMT

What does "based on" mean?
Are you wanting to use work notes as a condition or a breakdown?

Re: Work Notes in Perfomance Analytics

ParvanaGasimov — Wed, 11 Dec 2024 22:45:55 GMT

I need to have a work notes selection on a breakdown or indicator?

Re: Work Notes in Perfomance Analytics

AndersBGS — Thu, 12 Dec 2024 06:44:41 GMT

Hi @ParvanaGasimov ,

Why? What is the business case?

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

Re: Work Notes in Perfomance Analytics

ParvanaGasimov — Thu, 12 Dec 2024 13:36:46 GMT

Remote Actions (RA) reportable in a PA dashboard.
1. How many times an RA used?
2. Investigate how to take common RAs and move to self-heal option
3. Time savings (hrs/days)/expense avoidance for customer per each RA/overall
4. How many times successfully solved user’s issue

Remote Actions notes appears only in a work notes for Service Desk P1.

I was thinking to build a dashboard in PA by filtering work notes only, if possible.

Thank you.

Re: Work Notes in Perfomance Analytics

Uncle Rob — Thu, 12 Dec 2024 13:49:10 GMT

If reportability of RAs is of such importance then they shouldn't be stored in Work Notes, they should possibly be stored in their own table.

Otherwise you're going to be running PA collections against the journal history which is going to be a gigantic performance hit.