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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 07/05/2009 11:46:52
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WeZ
Super SysAider
Joined: 25/06/2008
Messages: 55
Offline
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Hi Joseph,
I really did not want to change the status of the request based on the reasons i provided in the feature request you mentioned earlier in this thread.
I might have found another way though, and I just wanted to bounce the Idea off you to see im not doing something silly here because it seems really simple:
1. On the Escalation Rule, under "Actions to perform upon escalation", set the Escalation Level to 1
2. Create a Timer Called "OverDue" and set the criteria where Escalation = true
Now on all your Service Quality and Service Breaches reports, you can use the "Overdue" timer and you can still get your reports without changing the status of the requests!
What do you think?
Cheers
WeZ
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07/05/2009 14:55:42
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Joseph Zargari
SysAid Customer Relations
Joined: 26/03/2006
Messages: 423
Offline
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This is actually a good idea! The only requirement it has is to be the only escalation rule that marks service requests as escalated (otherwise, the Escalation = true condition may count SR which are not overdue).
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07/05/2009 17:22:57
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WeZ
Super SysAider
Joined: 25/06/2008
Messages: 55
Offline
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all my escalation rules are triggered when the overdue conditions are met, which means all my escalation rules can mark the overdue requests.
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08/12/2009 09:11:05
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lwyatt
Super SysAider
Joined: 20/11/2009
Messages: 96
Offline
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Hey Wez,
Thanks for your suggestion, I was having the same problem as you, trying to get my head around how to report on the due dates. I identified some limitations with the due date if you have SLAs which operate outside of office hours or if you ever put requests on hold, perhaps you would like to vote for this? currently I am the only one who seems to think this as beneficial
Joseph Zargari wrote: (July 2008)
I do agree that a new report should be added to tell you how many requests exceeded their due dates and we will process that as a feature request.
Joseph: please would you let me know when this report will be available?
This message was edited 7 times. Last update was at 08/12/2009 10:04:58
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14/12/2009 05:49:04
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lwyatt
Super SysAider
Joined: 20/11/2009
Messages: 96
Offline
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WeZ wrote:Hi Joseph,
I really did not want to change the status of the request based on the reasons i provided in the feature request you mentioned earlier in this thread.
I might have found another way though, and I just wanted to bounce the Idea off you to see im not doing something silly here because it seems really simple:
1. On the Escalation Rule, under "Actions to perform upon escalation", set the Escalation Level to 1
2. Create a Timer Called "OverDue" and set the criteria where Escalation = true
Now on all your Service Quality and Service Breaches reports, you can use the "Overdue" timer and you can still get your reports without changing the status of the requests!
What do you think?
Cheers
WeZ
Hi Wez
Did your workaround here solve your issue? I tried giving it a go but I got stuck with having to manually enter the number of hours in the Service Breaches report, this doesn't work for varying due dates 
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14/12/2009 07:06:39
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Joseph Zargari
SysAid Customer Relations
Joined: 26/03/2006
Messages: 423
Offline
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lwyatt wrote:
Joseph: please would you let me know when this report will be available?
I'm not sure about that. I have just asked our product manager to address this question.
I do recall discussing a better workaround with a colleague (Adam Racer) that didn't require escalating the service request. I believe the service request was yours, right?
Basically, you can add filtering to the Help Desk list view that would allow you to filter the list to show requests that are overdue or not (or both). To do that, follow the below instructions:
1. Go to Service Desk > Incidents (DEFAULT view) and click on the Customize List button in the top toolbar.
2. In the Customize List window, click on "Add" to the right of Filter Menus.
3. In the succeeding window.....
a) In the Name field, enter a convenient name for this filter (eg. SLA Compliance).
b) In the Filter Caption, enter a caption for non compliant requests (eg. Non Compliant)
c) In the Filter Expression, enter the following string:
( due_date is not null AND (status not in (OPEN_CLASSES) and close_time > due_date ) OR ( status in (OPEN_CLASSES) and due_date<=GETDATE() ) )
Keep in mind that this function is suitable for Microsoft SQL (other database type may have different functions).
d) Click on "Add".
e) In the Filter Caption, enter a caption for compliant requests (eg. Compliant)
f) In the Filter Expression, enter the following string:
( due_date is null OR (status not in (OPEN_CLASSES) and close_time <= due_date ) OR ( status in (OPEN_CLASSES) and due_date>GETDATE() ) )
g) Click on "Add".
4. Click On "Close" and then "Save".
5. Back on the incidents list, you will now have an "SLA Compliant" filter which will display "compliant" and "non compliant" service requests. After filtering, you can print it (like a report) or export to CSV.
6. In addition, you can also view a numeric summary of those service requests in the Matrix view of the service desk.
Thanks,
Joseph.
EDIT: I modified the instructions to be more accurate.
Also, if you are using the Derby database, just user 'current_timestamp' wherever you see 'GETDATE()' If you are using MySQL, use 'curdate()'. For Oracle, use 'sysdate'.
This message was edited 3 times. Last update was at 21/02/2010 03:39:32
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14/12/2009 08:02:19
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lwyatt
Super SysAider
Joined: 20/11/2009
Messages: 96
Offline
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Cheers Joseph, I look forward to that clarification. I do hope the report is on your road map somewhere, would be nice if it gets released with the SLA/SLM module!
In the meantime thank you for the filter workaround, Adam is helping include open as well as closed requests so I'll see how that goes. I'm not sure yet just how feasible this workaround will be once it works, to keep updating the filter so it just shows due dates from the last 7 days could be time consuming - I'm already having to run twice the amount of reports I used to run in our old system to arrive at the same figures, so unfortunately not finding the system entirely simple and easy to use 
However I realise you guys pride yourselves on providing open and direct communication channels with your users (which I salute you for  ). To this end, I am committed to providing you guys with as much constructive feedback as possible in order to improve the product for everyone  .
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22/12/2009 11:01:30
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Joseph Zargari
SysAid Customer Relations
Joined: 26/03/2006
Messages: 423
Offline
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I just discussed this with our product manager and as it turns out, we are planning to add a report that would address due dates (service request that breaches the due date) as a part of version 7.0
Until then, then workaround suggested in this service request should do a good work.
Thanks,
Joseph.
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04/03/2010 15:20:17
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pellison2668
SysAider
Joined: 30/03/2009
Messages: 4
Offline
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I am doing all reporting using a BI solution we already have in-house, reading data directly from the ilient database. Works well and we can create all necessary reports. All is clear regarding the dabase structure and table content, but I cannot for the life of me find any references to the data shown in the preferences->help desk settings->due dates tab.
Can anyone help?
v6.5.08 on IIS / SQL2005
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07/03/2010 10:56:07
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Ori
SysAid Customer Relations
Joined: 17/04/2008
Messages: 293
Location: Israel
Offline
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Hey pellison2668,
The due date details is located under the ...\SysAidServer\root\WEB-INF\logs\account_conf.xml file. This can also be found inside Account_Conf column under the Account Table
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SysAid support. |
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29/07/2010 04:30:01
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WeZ
Super SysAider
Joined: 25/06/2008
Messages: 55
Offline
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Hi All,
Just to let you know the 2 step solution i posted earlier seems to be working very nicely. I also can add the timer to the view which lets me see quickly what requests are overdue the longest and can prioritise accordingly.
Ciao
WeZ
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