Service Desk Reports
Product: NEXTMEGABYTE (Greenitco ITAM) · Module: Reports and Analytics · Audience: Administrator, Technician
Menu path: left side menu → Reports → Service Report. Filters are on the right side of each report.
Ticket Report (SLA and performance)
The main ticket report: lifecycle, SLA performance, response and resolution times, resolver activity, task completion and pendency.
Key indicators: total tickets, tickets resolved within TAT, TAT/SLA breaches, response SLA breaches, workaround SLA breaches, average resolution and response time, pending tickets by days, time in each status, resolver workload and time, task completion percentage, and trends by category, department, priority and location.
Recommended review order: volume → priority → SLA/TAT → response → workaround → resolution → pendency → resolver performance → task completion.
Filters: department, problem category, sub-category, status, date, date range, location, base location, priority, ticket type, ticket handler, custom field and value.
Other service desk reports
| Report | Shows and helps to | Filters |
|---|---|---|
| Ticket Handler Wise Report | Tickets per technician: workload, performance, SLA compliance | Date type (created, resolved, closed, reopened, updated), date range (today, yesterday, last 7/30 days, custom), handler, location, pending for more than N days |
| Date Wise Handler Report | Tickets handled per technician per day: workload distribution and productivity | Handler, location, date range |
| Department Wise Report | Tickets and assets by department | Department, category, sub-category, date, date range |
| Location Wise Report | Ticket volume and issues by office or branch | Location, date, date range |
| Overdue Ticket Report | Tickets past their SLA/TAT or due date | Department, category, sub-category, status, created via, priority, handler, ticket type, date, date range, creator, non-handler, location |
| Escalate Ticket Report | Escalated tickets, escalation level and reason, against SLA | Department, category, sub-category, status, handler, priority, escalate to, date, date range, creator, location, ticket type |
| Reopen Ticket Report | Tickets reopened after resolution: recurring issues and first-time fix quality | Department, category, sub-category, status, date, date range, priority, location, handler, ticket type |
| Merged Ticket Report | Tickets merged into primary tickets | Department, category, sub-category, created via, merged by, status, handler, priority, date, date range, ticket type, creator |
| Feedback Report | User feedback, ratings and comments on resolved tickets | Department, category, sub-category, resolver, date, date range, priority, location, ticket type |
| Ticket Pendency Report | All pending tickets and their ageing | Status, priority, department, category, agent, date |
| Category Wise Ageing | Ticket ageing by category: created less than or more than 7 days, split into active and inactive | Department, category, sub-category, date range |
| Hold Ticket Ageing Report (HVAC Report) | Tickets on hold: ageing, hold date, expected release and actual release, with custom fields. Default range is the last 30 days | Department, category, sub-category, location, base location, handler, status, date, date range |
| Ticket Task Report | Tasks linked to tickets: status, assignee and timelines | Department, category, sub-category, status, date, date range, priority, assigned to |
| Technician Log Report | Technician start and end times, active, inactive and break time | Handler, date range |
| Inactive User Open Ticket | Open tickets of users who are now inactive, for reassignment or closure | Creator, status, handler, based on, date range |
| Auto Resolved Tickets Report | Tickets resolved automatically by the system | Department, category, sub-category, status, date range, location, priority |
| Ticket Exception Notification | Emails that failed to convert into tickets: subject, sender, date and reason | — |
| Custom Graph | Custom charts of SLA performance and ticket trends by location or category | — |
