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Ability to report directly on schedules and SLA activity for an organization



Posted Mar 08, 2024

Hi team,

I would like to share a feature request for improving the reporting for Schedules, easier reporting histories/review of schedule activity when they applied to tickets, usage (e.g. last 7 days, 30 days, etc.), and tickets applied to.

Use case:

  • There is not a way directly in Explore to advance report on Schedules, for example - let's say you are an enterprise organization with 10 different schedules in total set up for specific timezones and then subsequently specific conditions - 5 schedules respectively for timezones (e.g. EST, AEST, PST, JST, GMT) and special circumstance schedules (e.g. 24x5, 24x7, etc). 

  • Triggers are used at the ticketing level to evaluate the schedule applied. Example - a trigger will look at new tickets created, and will look for a custom field called "Support Hours" on the organization level. These "Support Hours" trigger off to sync with a "Schedule" 1:1 (e.g. if a customer is based in EST - the trigger will find "Support Hours - EST" - then Set Schedule for the ticket > EST).

  • The organizations aren't directly connected to the schedules - the trigger is performing the schedule application on ticket creation*

Challenges:

  • There is not a way at a high-level to report on how "Schedules" are applied to the customer and actual organization itself, only the ticketing level - for example, there's not a way in Explore to easily audit metrics to see any "Schedules" that ran in the last 7 days - versus "Schedules" that have not been active or run on any orgs/tickets for over 30 days, 60 days, etc. on an organization.

  • There is not a way in Explore to easily audit or report on "Schedules" applied to organizations or review easier Schedule/SLA audit logs for activity, other than reviewing the events on a ticket or reporting only on the ticket-level.

  • Reporting is only available at the ticketing level for when a schedule is "set" - it would be beneficial to have an improved reporting matrix to see what "Schedules" are applied also at an organization level (e.g. how many orgs are assigned to X schedule, when is the last time X schedule was actually used on an org, usage over 30/60/90 day periods, etc). This would make it easier to review SLA trends, monitor audits for outdated schedules or unused schedules, and review gaps. 

Request: 
The ability to report directly on schedules in Explore, instead of setting up rules to add tags with the schedules.

 


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2 comments

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Shawna James

Community Product Feedback Specialist

Hey Santino,

Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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