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Extracting Remedy Information for On-line Reporting and Trend Analysis

First-Break Consulting Ltd. has worked with customers to assist them in providing comprehensive reporting out of Remedy databases from their Helpdesks. Remedy Corporation’s Action Request System captures Helpdesk information and provides workflow and escalation for a Helpdesk.

From a reporting perspective, Remedy is often difficult to get reports out of, and these reports tend to be static in nature – e.g., every month. In addition, some of the information we wanted to track was not kept in Remedy, rather in other places.

An example of this is with "Average Speed of Answer" – data that is kept in the telephone switch is not kept in Remedy.

We use the flexible reporting capabilities of Pivot tables and web-pages to calculate lengths of server outages for example, and display service level metrics.

Our concept is to use captured data, apply mathematical rules to determine Service Level attainment, then display the results in an easy to use, easy to understand interface - and the ability to manipulate the results for personalized reporting.