Summary Reports
Helpdesk summary reports play a vital role in
keeping informed managers about recent cases - that were
created, worked, overdue or resolved. SupportCalls provides
an inbuilt tool that generates reports on support cases
based on a specified interval such as today, this week, this
month, last month etc. Any fields can be selected for
inclusion into the reports and can be saved as a web page or
printed for sharing and easy distribution.
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Select a time period from the drop down list
for which a summary report is to be generated.
The following periods are available for
selection:
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| Today |
| Yesterday |
| This Week |
| Last Week |
| This Month |
| Last Month |
| This Year |
| Last Year |
| Date Range.. |
The last option 'Date Range..' allows for
user selection of start and end date.
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Select what to include into the report.
The following sections are available for
inclusion into the report:
| |
| Case Created |
List all the support cases (both
ongoing and resolved) logged into
the specified time period. |
| Case Resolved |
List all the support cases
resolved in the specified time
period. |
| Case Opened |
List all the ongoing support
cases within the specified time
period. |
| Case Worked |
List all the support cases last
worked (modified) within the
specified time period. |
| Cases Due |
List all the support cases due
within the specified time period. |
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Select which all fields (related to the
support case) are to be included into each selected
section of the report.
The following fields are available:
| |
| Case Number |
Date Created |
Asset Field3
* |
| Subject |
Date Modified Last |
Asset Field4
* |
| Problem Category |
Date Due |
Asset Field5
* |
| Problem Type |
Date Closed |
Custom Field1
* |
| Caller Name |
Technicians |
Custom Field2
* |
| Caller Email |
Status |
Custom Field3
* |
| Caller Company |
Origin |
Custom Field4
* |
| Caller Address |
Author |
| Caller Phone |
Time Spent |
| Caller Mobile |
Asset Name |
| Caller Department |
Asset Field2
* |
*
- the actual user
specified titles will be displayed instead.
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The report document area. At the top of the
document, the technician/manager name is
automatically inserted as well as the time the
report was generated. The report can be saved to
file (as a HTM web page file) or can be printed.
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