Creating Resolution Rate Report

I am creating a report that will show the resolution rate for our helpdesk.
I would like to create something that says if this group opened it and they
closed it then count that request as one that the helpdesk closed. But If the
helpdesk opened it and did not close it then count the request as escalated.
And maybe show this in a graph or something
I have 3 tables. act_log, call_req, and ctct
The call_Req is all the tickets that are put into the system
The act_log is houses all events that happen with the ticket. Say for
example the ticket was open, then the ticket was closed.
The ctct table is a list of all the contacts within the system.
I think I would key this off of the act_log table since this says who opened
the request and who closed the request. But I am not forsure who to go about
this in MRS.
go here for a screenshot of the tables and relationships
http://www.nkyapartments.com/temp/resrate.jpg
Can someone helpme step through this? This is a important report I need to
finish and my skills are not to that level yet.
Thanks
EricThis is interesting. use the join you have outlined then filter by log
event. Only bring in the events for opening and closing of the ticket. Only
bring in events for the help desk. The report you are looking for is a
matrix. The column will be the event type. this should just give you open
and close for columns. The row grouping will be the helpdesk rep. The data
will be ticket number and you want to do a count of these. It will give you
a table that looks like this.
OP CL
Rep1 9 7
Rep2 5 5
Rep4 10 8
From here you should be able to build a graph to show closure rate by rep
and overall closure rate.
"Eric Lovelace" wrote:
> I am creating a report that will show the resolution rate for our helpdesk.
> I would like to create something that says if this group opened it and they
> closed it then count that request as one that the helpdesk closed. But If the
> helpdesk opened it and did not close it then count the request as escalated.
> And maybe show this in a graph or something
>
> I have 3 tables. act_log, call_req, and ctct
> The call_Req is all the tickets that are put into the system
> The act_log is houses all events that happen with the ticket. Say for
> example the ticket was open, then the ticket was closed.
> The ctct table is a list of all the contacts within the system.
> I think I would key this off of the act_log table since this says who opened
> the request and who closed the request. But I am not forsure who to go about
> this in MRS.
> go here for a screenshot of the tables and relationships
> http://www.nkyapartments.com/temp/resrate.jpg
> Can someone helpme step through this? This is a important report I need to
> finish and my skills are not to that level yet.
>
> Thanks
> Eric