Spiceworks Basics 2: Help Desk & Reporting

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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.

Technologie

Break Out Session

Help Desk and Reporting
Presented By:

Why use a Help Desk?

• Keep track of your work
• Keep your users informed
• Build your business case
• Become Efficient

Help Desk Work Flow
How are tickets created?

Email

User Portal Spiceworks
HelpDesk

Help Desk Work Flow
Working a ticket
Troubleshoot

Summary

Ticket Info
User
Time Spent
Custom Info
Purchases

Notes
User Comments
Actions

Related Asset

Help Desk Work Flow
Working a ticket

Making
Changes

Users
Keeping them informed

• Keep the portal updated

Messages on the
user portal

Users
Keeping them informed

• Keep the portal updated
• Use Custom Attributes

Custom Attributes

Users
Keeping them informed

• Keep the portal updated
• Use Custom Attributes
• Customize Email Templates

Users
Keeping them informed

• Keep the portal updated
• Use Custom Attributes
• Customize Email Templates
• Email Notifications

Tips and Tricks
Get more out of the help desk

• Customize your dashboard

Tips and Tricks
Get more out of the help desk

• Customize your dashboard
• Save notes

Tips and Tricks
Get more out of the help desk

• Customize your dashboard
• Save notes
• Report and spot trends

Name and Description

Type

Conditions

Display

Types Of Reports

• Devices
• Tickets
• Applications
• IT Services

Conditions

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

Conditions

• Auto-complete
• AND / OR
• Strings

Conditions

• Auto-complete
• AND / OR
• Strings
• Dates

Conditions: Dates

Explicit Dates

Relative Dates

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

Display
Add new columns

First column
defines sort order

Drag-and-drop
reorder columns

Display Date Format

Change
Date Format

• Customizable format
• Settings > Advanced Options

Importing and Exporting

• No Data
• Just Rules
• Text Format

Import Export

Report File (.rptx) Report File (.rptx)

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

Custom Reports

Reporting
Build Rules
Interface

Database

Custom Reports

SQLite Browser
Reporting
Build Rules or
Interface
ODBC

Database

sqlitebrowser.sourceforge.net

Some Limitations

• Reporting across types
• Summations, Aggregations
• Complex rules (and/or)

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

SQL Reports

• Build your own
dashboards
• Mix-and-match
widgets

Questions?

• Spice Bar
• Community

www.spiceworld2008.com

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