Chapter 7: Administration | Reports |
Reports
Helpdesk Solution provides reports including service level agreements, work items by platform, worker performance, work item schedule, history, total cost of ownership (TCO) and others. Report customization is available to administrators who need additional reports.
The Helpdesk Solution reports can be accessed through the Notification Server Web Administrator
by clicking Start > Programs > Altiris > Altiris eXpress > Notification Server > Web Administration Console, then in the left pane selecting Helpdesk Solution > Reports.
For cost reports, the amount of time and the worker’s hourly rate are used to compute the cost associated with the work item. When combined with the inventory data (organization, location, platform, components, etc.) it is possible to produce TCO reports.
For specific assets, Helpdesk Solution provides instant access to Helpdesk Solution and SMS information. Helpdesk Solution supports three views: table; graph; and pivot, and provides the ability to drill down into the view and ultimately navigate with context to the Helpdesk Solution console. Helpdesk Solution supports scheduling as well as custom report views. The latter is used to provide select reports to managers and specific workgroups.
Unless otherwise specified, the reports take the last “N” days or a start date and end date as parameters.
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