When using Control Desk customers have many thousands of tickets (SRs, Incidents ) and based on time and the volume it is difficult to view Trends, either by types of tickets (classification) or volume (on say a particular day) and be able to quickly see these "trends" or hot spots so as to take corrective action, either through a proactive problem record or directly through a change request.
Problem, there is no automation (correlation, trending) function is Control Desk to show the users the hot spots, the issues occurring frequently or when.
Pain is this work must all be done by manual intervention using endless searching and compare and tracking with a person who watches the system frequently to see the trends or hotspots.
Work around it to try and create a start center with queries and portlets that allow the user to try and see some trends by using the visual eye or by tagging the records of interest.
Benefit is this type of automation would allows 1000s of incident users, desk managers, change analysts and problem managers to automate the trending and take out hundreds of manual hours of comparing by eye and trying to get the right issues to work on based on what they can see.
Impact of this issue is Daily.
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