ServiceDesk 4.5.67 Update 01/29/12

Though we've long had excellent reports for evaluating technician productivity (indeed, a whole set of them), we kept getting requests for some different kinds of numbers, as compared to what we were directly providing.  In particular, folks wanted to more directly see, from among the quantity of appointments as assigned to each tech (aka "dispatches"), how many within a particular period resulted in completions, how many resulted in ordering parts, how many no-shows by the customer, etc. 

This release features a brand new report to satisfy such requests. 

It's called the DispatchesPerformanceReport, and is situated within (sensibly) the Reports form (F11), within its "Performance - Techs" sub-category.  

Here's what the actual report output looks like:

As you can see, it's somewhat more raw-numbers oriented than are some of our other reports (this is what we heard some users wanting). 

This report does require installation of Microsoft's Excel to contain its results, so if you do not have that application installed on the machine where you want to run the report, it would be a good idea to do so. 

Our Reports/Online Handbook (available via provided button within the Reports form) does have an added section to describe more specifics about this new report (new Chapter 8 therein).