Is it possible to have Kace generate a Barometer of helpdesk tickets that is real-time, Sorted by Groups or individuals?
I would like to have a real-time barometer that would show what groups have in their respective ques. This could be displayed on a TV so that HelpDesk as a department would have a visual of our "Status" as a department. A Pie Chart or Bar graph would be fine.
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You could check out www.Kacedashboard.com it has a standard view set for your K1000 helpdesk that shows what is going on today, but also has the capability for you to build custom reports to display the data that you need. This product is also able to update your KACE box and also drive functionality such as call managed installations - Hobbsy 11 years ago
Answers (3)
The K1000 doesn't natively have this ability as of 5.4, but you could connect a third party database tool to query the K1 database and display the results how you chose: http://www.kace.com/support/resources/kb/article/can-i-access-the-k1000-appliance-database-using
I'd also say to suggest it as an enhancement request here: http://kace.uservoice.com/forums/82699-k1000
If you come up with a way through the third party tool, please write a blog about it here on ITNinja.
You would need to code something yourself that connects to the database using the reporting user. Jason Rappaport did something similar and posted here:
http://www.itninja.com/blog/view/twitter-bootstrap-for-kace-service-desk
Comments:
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Thanks Chuck! That's exactly what Im looking for. - ktolliver 11 years ago
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Chuck, my developers said they need root access to the Kace box to do this? I asked Dell and they said they do not grant root access. Is there a better way? - ktolliver 11 years ago
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I don't know why they would need root access to do this, unless they want the pages to reside on the KBOX itself. The dashboard pages would be hosted on another web server that has a database connection to the KBOX using the reporting account that only has read access to the database. - chucksteel 11 years ago
Our techs are assigned to labels depending on their location or support specialty. I use this query in an Excel file and connect to the kbox database via MySQL ODBC connector. It captures total ticket count for each tech by grabbing any ticket that doesn't have a Closed timestamp. The ODBC connector is set to auto-refresh every 3 minutes. Once the data is brought in to Excel a pivot chart is used to display the data in graph format on a flat panel in the office.
I'm not necessarily concerned about the 'State' a tech has the ticket set to, I need to know how many tickets are being managed by each tech.
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SELECT COUNT(HD_TICKET.OWNER_ID) ,
USER.FULL_NAME ,
HD_TICKET.OWNER_ID
FROM HD_TICKET
JOIN USER ON USER.ID = HD_TICKET.OWNER_ID
JOIN USER_LABEL_JT on HD_TICKET.OWNER_ID = USER_LABEL_JT.USER_ID
JOIN LABEL L on L.ID = USER_LABEL_JT.LABEL_ID
WHERE USER_LABEL_JT.LABEL_ID in (109,100,446,108,106,107,228,110,97,126,228,353)
AND HD_TICKET.TIME_CLOSED='0000-00-00 00:00:00'
GROUP BY OWNER_ID
ORDER BY FULL_NAME
Comments:
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So does this refresh in the pivot chart every three minutes as well or are you doing a snap shot or so throughout the day manually. - ktolliver 11 years ago
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Yes it refreshes the data and the graph - jmarotto 11 years ago
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Tickets can be re-opened after a closure, which doesn't reset/modify the TIME_CLOSED timestamp, so I'd recommend doing a LEFT JOIN with HD_STATUS and check HD_STATUS.STATE = 'closed' - ammaross 10 years ago
