We migrated from Ops Genie to JSM, and we would like to find a way to best track our service calls. Currently the alerts come in and calls are routed to technicians. We then take the service call data from the alerts and emails and re-enter it into a spreadsheet outside of JSM. We have fault/resolution coding for specific issues and products, parts usage, and site lists. I would prefer to collect and track that information in JSM.
Unfortunately Alerts do not let you add custom fields so I created an automation to create a custom work item/incident when a service call is routed to a technician. I made the appropriate fields in the work items, built them for the correct spaces/teams for different markets and products; but now I cannot find the data from those incidents after the service call is completed. The reporting functionality will count how many service calls we had, or relay response times, but i don't want just the analytics, I need the actual data from the service calls in a CSV or excel format for tracking and billing.
Is there any way to utilize JSM for what we need, or are we stuck using multiple systems? I don't care whether we need to use alerts, incidents, work items, or projects, I just need a to know whether the capability is here or if I am wasting my time.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.