Reports for Portal Customers

Question

Hi all,

I would like to add filters/columns to the Customer portal. We have a number of customers who are responsible for different markets in their organisation and have a requirement to allow them to filter by market (or at least have visibility by searching a custom field).

I am looking at EazyBI but it is a bit too clunky for daily operational use so hoping there is something that works directly on the portal.

Thanks

Elitsa Velikova _Nemetschek Bulgaria_ · Answer

Apart from adding columns onto the portal, our app Advanced Portal Reports also provides charts to customers on the portal. We recently added Created vs. Resolved and plan to enhance those reports with SLA reports, etc.

Cheers,

Elitsa

David Harkins · Answer

Both of the previous replies provide an answer on adding columns onto the portal.
We already use 'My Requests'

But when we and a customer think of a report, where are the abilities to provide a weekly / monthly / yearly report to our clients?

How can we provide the detailed overview that the service they are getting is what they are expecting, if not above.

Average Time To resolution, Issues Raised over time, Issus resolved over time, Number or unresolved issues per day.

The reporting for both client and internal is seriously lacking some of the basics for ITSM reporting in my view.
How can we show improvements over time etc.

We are at an age where we should be avoiding the export to excel

Katarzyna · Answer

It's a separate app. Due to technical limitations, we can't modify the native Requests list.