Hello,
My organization uses Remedy AR system, and our development team is pretty poor. I recently have been approached by management to determine how many support tickets my department has worked for a given timeframe, yet our support team has no solution within Remedy to give us this answer.
I've went as far as to install Crystal Reports, and I haven't gotten it to connect to the Remedy Oracle DB yet, however I'm very close. I believe I can somehow make a report to show tickets worked for a given month.
Is there any type of internal user tracking or accounting feature within Remedy, so I don't have to use Crystal to perform a function such as this? I would think that any good trouble ticket system should have the ability to track users, and tickets they close / assign to other groups, yet our support team has no grasp on this and it's hindering management of our employees.
Any thoughts / suggestions would be helpful.
Thanks,
Rainman
My organization uses Remedy AR system, and our development team is pretty poor. I recently have been approached by management to determine how many support tickets my department has worked for a given timeframe, yet our support team has no solution within Remedy to give us this answer.
I've went as far as to install Crystal Reports, and I haven't gotten it to connect to the Remedy Oracle DB yet, however I'm very close. I believe I can somehow make a report to show tickets worked for a given month.
Is there any type of internal user tracking or accounting feature within Remedy, so I don't have to use Crystal to perform a function such as this? I would think that any good trouble ticket system should have the ability to track users, and tickets they close / assign to other groups, yet our support team has no grasp on this and it's hindering management of our employees.
Any thoughts / suggestions would be helpful.
Thanks,
Rainman