we had this problem too, because our portal is accessed via an intranet site we were able to run an analyst tool to see how many times the link was followed and when. The better and correct way would be to set up the logs on the web server, hopefully someone from LANDesk can tell you how to do this.
I just based the report on on Created by/Updated by User > Type > End User (so any time the incident was created by and end user or updated by one) to see how much Self Service was actually being used (rather than looked at). Its not ideal but it might be a work around in the interim?
Thanks Lewie & Jenna,
I have set up a "created / updated by end user" Query so we can see who has created or update an incident on the self service portal. But have been asked specifically to provide details of which users have used the site, not only those that have used it to log an incident.
I've been trying to think of a way to do this! Had a bit of a brain wave last night, along the lines of making an attribute auditable so that a trail is left, but then thought this could lead to masses of data being created...
Any other idea's gratefully received?
have you looked into setting up the log files in the web application server ?
I have just had a quick google, and there are lots of tools for handling the IIS logs to pull out usage stats etc. The only issue there would be that Self Service/WebDesk use the same site in IIS, and so your stats would be for both. Although if you can find out what IP range your support staff access from you may be able to filter out those IPs?