Very new to Service Desk: two weeks in and counting!
I'm struggling to understand the best way to report on the tickets raised. I know there are Crystal Reports (no experience of Crystal at all in my organisation), but basically what I want to do is to create a dashboard so that at the end of the month, management can access it and see a broad overview of all the tickets raised.
We use Incident and Request lifecycles.
Would anyone be able to guide a complete numpty through how to use OOTB reports to appear in a dashboard or as a link that will prompt for parameters (eg incident or request, and dates - I'd like to do the first to the last day of the month that is entered when you click on the report).
I also need a CSV data dump of all tickets (incident and request) created in the month so that I can import the CSVs into existing Excel sheets to analyse the data.
Appreciate this is a bit of an ask but I hoped that someone has been through the pains already to save someone like me having to reinvent the wheel.
We're on SD 7.5SP1.
Thanks very much in advance,