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support:extenet_support_reports
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| support:extenet_support_reports [2019/12/11 14:51] – [Wednesday Mornings] lmoore | support:extenet_support_reports [2021/06/25 10:09] (current) – external edit 127.0.0.1 | ||
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| + | ====== Extenet Support Reports ====== | ||
| + | Author: Michelle McCausland\\ | ||
| + | Updated: Loughlin Moore | ||
| + | |||
| + | NOTE: This report is no longer run, Keith runs the ExteNet Combined report each Friday for Mondays call\\ | ||
| + | A delta report showing if any new ticket or ticket changes status is sent to Keith before the call on Monday so he can update his priority sheet.\\ | ||
| + | Further details will be added here soon.\\ | ||
| + | |||
| + | |||
| + | < | ||
| + | |||
| + | The Extenet Support reports are created and sent to Extenet to keep them aware of the tickets currently active. The support reports are distributed on: | ||
| + | |||
| + | * Friday afternoons | ||
| + | * Wednesday mornings | ||
| + | |||
| + | ----\\ | ||
| + | </ | ||
| + | < | ||
| + | |||
| + | On Friday afternoons, 2 reports are sent out: | ||
| + | |||
| + | - Total Open Tickets | ||
| + | - Tickets Closed in the last week | ||
| + | </ | ||
| + | < | ||
| + | |||
| + | This report is sent out to provide advanced notice of tickets ahead of the Extenet support call on Monday afternoons. | ||
| + | |||
| + | This report is pre-made in the [[http:// | ||
| + | |||
| + | Run this report and export its contents to excel. | ||
| + | |||
| + | Tidy up the report by adjusting the column spacing. | ||
| + | |||
| + | Set the font size to 10. | ||
| + | |||
| + | Sort the report by Status, Priority. | ||
| + | |||
| + | Items that are awaiting response require the 2 columns: Ticket Status, and Ticket Update to be filled in. | ||
| + | |||
| + | **Ticket Status** - Where the ticket currently is - Awaiting further info, awaiting OK to move to prod, awaiting ok to close. | ||
| + | **Ticket Update** - A little more detailed update e.g. Report is on production, awaiting OK from Matt to close out - 10th Aug 17. | ||
| + | |||
| + | Save the report and review at least one more time before sending out.\\ | ||
| + | </ | ||
| + | < | ||
| + | |||
| + | This report is pre-made in the ScottyPro Reporting manager and the report is entitled " | ||
| + | |||
| + | Run this report and export its contents to excel. | ||
| + | |||
| + | Tidy up the report by adjusting the column spacing. | ||
| + | |||
| + | Set the font size to 10. | ||
| + | |||
| + | Save the report and review at least one more time before sending out. | ||
| + | |||
| + | </ | ||
| + | < | ||
| + | |||
| + | Previous examples of this email are contained in the email chain " | ||
| + | |||
| + | From here you can copy out the email content and the distribution for these reports. | ||
| + | |||
| + | Attach the 2 reports (ensuring they have been double checked) and send them to the appropriate distribution. | ||
| + | |||
| + | ---- | ||
| + | </ | ||
| + | < | ||
| + | |||
| + | This report is sent out to provide a mid-week update on support tickets. | ||
| + | |||
| + | This report is pre-made in the [[http:// | ||
| + | |||
| + | Run this report and export its contents to excel. | ||
| + | |||
| + | Tidy up the report by adjusting the column spacing. | ||
| + | |||
| + | Set the font size to 10. | ||
| + | |||
| + | Sort the report by Status, Priority. | ||
| + | |||
| + | Items that are awaiting response & on hold require the 2 columns: Ticket Status, and Ticket Update to be filled in. | ||
| + | |||
| + | Remove the column " | ||
| + | |||
| + | Save the report and review at least one more time before sending out. | ||
| + | |||
| + | Previous examples of this email are contained in the email chain "EXT Support Ticket Status Update - Wednesday 30th Aug" (and similar). | ||
| + | |||
| + | From here you can copy out the email content and the distribution for the report. | ||
| + | |||
| + | Attach the report (ensuring it has been double checked) and send the report to the appropriate distribution.</ | ||
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