CA Open Space / Unified Self-Service (USS)  reporting

Idea created by jw1 on Oct 23, 2014
    Wish-Listed
    Score11

    Please see the discussion at: Service Desk - CA Open Space reports

     

    ISSUE:

    Open Space does not use the MDB database and does not have any CA BI / BOXI reports out of the box. This limits the ability to monitor and manage the effectiveness of the portal.

     

    NEED:

     

    If Open Space is to act as a Tier 0 / Self Service portal, then management needs to know how it is being used and how many tickets were avoided.  While Service Desk Knowledge Management can be integrated to the portal, there is no way to capture when users were able to resolve issues/requests through the community if they did not chat with a Service Desk analyst or view a KM document.

     

    IMPACT:

     

    There is no way to measure how useful Open Space is compared to how much time is spent supporting the communities.

     

    IDEA:

     

    CA should integrate Open Space with the MDB and develop relationships between it and Request and Incident reports in CABI.

     

    UPDATED 19 Mar 2015 to change title and intent to include USS