Holistic Reporting Across Ticket Types (ITSM and Interaction)

[Sarah Nacey]

Our IT department wants to be able to report out holistically on all 1) Interactions (Live Chat, Phone), 2) Incidents, and 3) Requests (Req/RITM/CTASK) based on categorization. For example, say we are looking at all tickets associated with virtual machines. Our IT support team and Engineering partners would like to be able to understand the following:

1) What are the top call drivers for Virtual Machines (regardless of ticket type)?

2) What volume for Virtual Machines comes through what channels (Live Chat interactions vs. filing incident or request tickets through Service Portal)?

3)What are we resolving on first contact (typically in Interaction record) vs. requires follow up (typically a follow up Incident record)? 

4) How does this service compare (in terms of end user tickets regardless of ticket type) vs. other services?  

Some challenges that we encounter today in achieving this are related to categorization. We have been advised against using the same categorization for IMS as we do for Incident; however, how do you aggregate the data if you are not using the same categorization? We are pretty stuck - any help is appreciated!

[Dr Atul G- LNG]

Hi @Sarah Nacey 

1st, I doubt we can bring all table in report, you need and good and best is create separate reports for each module. 

1) What are the top call drivers for Virtual Machines (regardless of ticket type)?

Atul: The most raised incident help you to find out. You need to check the incident by category / Res code etc.

2) What volume for Virtual Machines comes through what channels (Live Chat interactions vs. filing incident or request tickets through Service Portal)?

Atul: Use contact type / channel to filter out.

3)What are we resolving on first contact (typically in Interaction record) vs. requires follow up (typically a follow up Incident record)? 

Atul: Tough question ,bcz it depend on process what need to resolve or auto closer.

4) How does this service compare (in terms of end user tickets regardless of ticket type) vs. other services?  

Atul: Need to find out the some common paramter to compare.

Some challenges that we encounter today in achieving this are related to categorization. We have been advised against using the same categorization for IMS as we do for Incident; however, how do you aggregate the data if you are not using the same categorization?

Atul: There is no way if the same categories are not used. Best to make / create same category.