This document discusses help desk reporting and summarizes the key functions of a help desk system. It covers how tickets are created, how technicians work on tickets, and how reports can track devices, tickets, applications and IT services. The document also provides tips for customizing reports with conditions, columns, date formats and sharing. Advanced reporting options through scripting and future SQL-based reporting are also mentioned.

1. Break Out Session
Help Desk and Reporting
Presented By:

2. What is a Help Desk?

3. Why use a Help Desk?
• Keep track of your work
• Keep your users informed
• Build your business case
• Become Efficient

4. Help Desk Work Flow
How are tickets created?
Email
User Portal Spiceworks
HelpDesk

5. Help Desk Work Flow
Working a ticket
Troubleshoot
Summary
Ticket Info
User
Time Spent
Custom Info
Purchases
Notes
User Comments
Actions
Related Asset

6. Help Desk Work Flow
Working a ticket
Making
Changes

7. Users
Keeping them informed
• Keep the portal updated
Messages on the
user portal

8. Users
Keeping them informed
• Keep the portal updated
• Use Custom Attributes
Custom Attributes

9. Users
Keeping them informed
• Keep the portal updated
• Use Custom Attributes
• Customize Email Templates

10. Users
Keeping them informed
• Keep the portal updated
• Use Custom Attributes
• Customize Email Templates
• Email Notifications

11. Tips and Tricks
Get more out of the help desk
• Customize your dashboard

12. Tips and Tricks
Get more out of the help desk
• Customize your dashboard
• Save notes

13. Tips and Tricks
Get more out of the help desk
• Customize your dashboard
• Save notes
• Report and spot trends

14. Reporting

15. Name and Description
Type
Conditions
Display

16. Types Of Reports
• Devices
• Tickets
• Applications
• IT Services

17. Conditions
• Auto-complete

18. Conditions
• Auto-complete
• AND / OR
All or Any Conditions

19. Conditions
• Auto-complete
• AND / OR
• Strings

20. Conditions
• Auto-complete
• AND / OR
• Strings
• Dates

21. Conditions: Dates
Explicit Dates
Relative Dates

22. Relative Dates
• 3 years ago
• 5 months before now
• 7 days from now
• next month
• 1 year ago tomorrow
• 3 months ago saturday
• 3rd wednesday in november
• 4th day last week
• last week tuesday

23. Display
Add new columns
First column
defines sort order
Drag-and-drop
reorder columns

24. Display Date Format
Change
Date Format
• Customizable format
• Settings > Advanced Options

25. Importing and Exporting
• No Data
• Just Rules
• Text Format
Import Export
Report File (.rptx) Report File (.rptx)

26. Sharing Reports

27. Advanced Topics

28. Scripting Reports
• Script access to reports
and data
• Scheduled reports by
email
• Extend SW for your
network
http://community.spiceworks.com/education/projects/Scripting_Spiceworks_Reports

29. Custom Reports
Reporting
Build Rules
Interface
Database

30. Custom Reports
SQLite Browser
Reporting
Build Rules or
Interface
ODBC
Database
sqlitebrowser.sourceforge.net

31. Some Limitations
• Reporting across types
• Summations, Aggregations
• Complex rules (and/or)

32. Coming Soon!

33. SQL Reports
• SQL Based
• Flexible
• Advanced Users
• Shared Reports
• Subject To
Schema
• Graphical

34. SQL Reports

35. SQL Reports
• Build your own
dashboards
• Mix-and-match
widgets

36. Questions?
• Spice Bar
• Community
www.spiceworld2008.com