Ad Hoc Reporting
The Ad Hoc Report provides the flexibility to specify in greater detail the type of
data you would like to see within a specified date range. For example; after reviewing the
Ticket Load Chart by Day Report you may realize that many
issues/service requests are being submitted on Wednesday (as seen in
the screen shot above). To further substantiate this data and also find which specific issues are occurring
during this time frame, you can access the Ad Hoc Report feature and create a report which displays the type
of tickets that are being submitted on Wednesdays. Based on your findings you can implement a set of Help Desk
rules which pro-actively help address these issues, via Service Level Agreements and Escalation
Triggers. |
Building from experience
The Knowledge Base within the VI Service Desk is designed to work in a simple manner;
to store past solutions and information in an easy to search format for both general end users and analysts.
Knowledge Base documents can be managed by an analyst or manager. This individual(s) can review the content
of each document for spelling, accuracy and the usefulness of the submittal. If approved the knowledge
document can also be made available for general end user viewing via the End User Self Help Portal.
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