Documentation forSolarWinds Service Desk

Tasks management

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Introduction

The reports in the Task Management section focus on enhancing your ability to monitor the volume of work addressed by you and your team. The data presented in these fields:

  • Help discover possible bottlenecks and deficiencies.
  • Allow you to take action.
  • Measure the impact of the actions taken.

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Analytics > Reports > Tasks Management.

Tasks management reports

Tasks Throughput

When analyzing a specific field of interest, you can view how many tasks were:

  • Created
  • Completed
  • Remained open in a specified time frame

This information can be used to answer questions such as:

  • What does my agent's performance and output look like, from the tasks workload perspective?
  • How many tasks per agent are still open?
  • Should the load balancing be re-evaluated?

To maximize the actionable data in these reports, you can filter and group by:

  • Source Site
  • Source Department
  • Assignee's Site
  • Assignee's Department
  • Source Object

Tasks Volume Breakdown

To further analyze your data, you can slice and dice your tasks using two fields of interest.

Select from:

  • Source Site
  • Source Department
  • Assignee's Site
  • Assignee's Department
  • Source Object

This information can be used to answer questions such as:

  • What is the open task’s status distribution, per agent?
  • Which requester produces the most tasks and what is their task type?

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