Menu
▾
▴
#50 Many many more reports
Hi,
We have been trying Opensource Helpdesk packages.
HelpMeICT has the nicest, simplest interface by far,
and users have responded well to and have prefered it.
However, from a management point of view, people hated it.
The main problem seems to be that its very lacking in
reports. The number of reports is very limited, and
doesnt allow us to show the number of tickets for
certain users, or to identify training required based
on user issues that occur.
The alternative we are looking at is MyHelpDesk which
is painful as far as users are concerned, and the day
to day ticket management is hard, but reports !!!
reports everywhere.
Please PLEASE can we have more reports, or tell me how
to create my own :)
Ta
Logged In: YES
user_id=452889
Not wanting to delay release 0.9 any further, I've added
this to release 1! In the interim (and the developers will
rapidly correct me if I'm wrong), the database is just a...
database! e.g. reports can be generated by querying the data
at a raw level - Dave/Mark/Others; maybe we can just output
the data in a CSV? Or provide an OpenOffice Python plugin
that can interrogate the data? Or (and my brain's
overheating this early in the morning) can't OpenOffice just
have a connector direct to Postgre?
Logged In: YES
user_id=951063
The main idea I had for reporting was a split between Simple
and
Advanced reporting tabs. Simple would contain pre-made,
common but
somewhat customizable reports for your average manager.
This includes
things like:
Open Work Orders (per site, per reporter, per assignee, per
date)
Closed Work Orders (per site, per reporter, per assignee, per
date)
Based on Time to Completion (we don't time things but I'm
sure there
are those that do)
Problem Groupings (i.e. how many "PC Broken" work orders
vs. "Software
Installation" vs. etc.)
The advanced reporting tab would provide an extensive set
of drop
down menus in which you could build your own report from
scratch. A good
open source work order system I've seen that has an
excellent reporting
is Double Chocco Latte (dcl.sourceforge.net). The front end
does not
provide what most school districts need and its a bit heavy
but the
reporting section is great (I'm also a big fan of Postrgres for
something like this and they use MySQL). You may want to
check it out as
they have a working demo online. There was, once long ago
in the kingdom
of Internet, another work order system that was very solid
called Green
something or other ... my memory has faded since having
kids ... it was
an excellent system from top to bottom but the gentleman
who had been
developing it decided to retire so no more updates, support or
even web
site. Alas the "Ages of Old" has closed its book.
Logged In: YES
user_id=170362
I would like to get this into 0.9 if at all possible, at
least the 'Simple' reports mentioned below. As mentioned on
the mailing list, the reports system is a pretty major
feature desperately in need of improvement.
Logged In: YES
user_id=452889
My head and heart tell me we need to just release 0.9 with
the functionality that's already listed in the RFEs - if
there's a need to rework the reporting system prior to 1.0
release, let's go for a 0.95 that includes it rather than
delaying any further (once we talked about a 0.9 release for
January... (ok, so that was before I secured the funding for
the other projects...)) the 0.9 release! Remember the
roadmap already reaches 1.2 ;-)