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 This would make it easier to review SLA trends, monitor audits for outdated schedules or unused schedules, and review gaps.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.
