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.
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
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)
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