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Reports

May 15, 2008 at 10:51 PM
Is there a way to get data out of this system?  Like in bugzilla there is the .csv file option.   Thanks!
Coordinator
May 18, 2008 at 8:44 AM
Edited May 18, 2008 at 8:45 AM
Not in the current version.

There are four types of "reporting" related features that will appear.

TicketDesk 1.2 or 1.3 will have simple printable lists. This will provide the ability to open a printable version of any of the list views from TicketCenter, MyTickets, or Ticket Search.  This will include printing the current "page" from a list, the entire list, or printing all of the ticket details for each ticket in the list.

The second is export of list data. This will be pretty much the same as the printable views, but instead they will produce the data for download over CSV or similar. This feature will appear shortly after the printable views.

The third type of reporting is formal online "reports". These will be very small number of simple summary and trending report... things like how many tickets were closed per day over the last x days/weeks/months. However, these reports will be crafted to show only high-level summary data. They will avoid being useful for "employee performance" metrics. This will be quite deliberate... if you use a help desk system to report on specific people's actions, especially for the purpose of performance evaluation, then system will becomes something your employees will fear instead of love. They will compromise the system to game the numbers in their favor.

The final related feature will be web-service access to the raw data. You will be able to use these services to do whatever you want with the data in ticketdesk (including employee performance metrics if you choose to go down that road). This will also include splitting of the linq to SQL classes into a seperate assembly that could be used directly within other client applications, including custom reporting tools.