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How to Check Activity of Service Desk Agents

Antony Delgado

Hi everybody!

In our company we have seen many scenarios where service desk agents are changed areas or targets and they are no longer agents but their license is still active (communication problems between areas).

We would like to know if there is any way or tool that allows us to identify when an agent is inactive, I mean, they have not attended tickets for a long time, with the aim of deactivating their licenses and optimizing our expenses.

I was checking some plugins but they don't work for this scenario.

Regards

Accepted answers

Dave Mathijs

Hi @Antony Delgado ,

My first question is WHY?

Either your employee is part of a service desk team handling issues or they aren't. Their activity should not be a trigger to deactivate an agent's license.

You can use the workload report to check how many issues are assigned to a particular agent.

Or you could create dashboard with a pie chart gadget and a filter of all unresolved issues by assignee.

All comments

Dave Mathijs

Hi @Antony Delgado ,

My first question is WHY?

Either your employee is part of a service desk team handling issues or they aren't. Their activity should not be a trigger to deactivate an agent's license.

You can use the workload report to check how many issues are assigned to a particular agent.

Or you could create dashboard with a pie chart gadget and a filter of all unresolved issues by assignee.

Antony Delgado

Hello @Dave Mathijs

The main problem we have is that many agents often go to other areas of the company where they do not need to be agents and there is no formal communication to indicate that a specific person will stop working at the service desk.

I'll take your advice about creating a dashboard per project with the team's workload, maybe it's a bit manual but it's a step to move forward with this point.

Thanks a lot Dave!

Dave Mathijs

Then the issue is not within the tool, but within the process. A migration of an employee to another role should have a process in place where current access and permissions are reviewed. This should also include the existence of a JSM license. And you can manage that process in JSM too :-)

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