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Integrated Executive Summary Reporting

The Integrated Executive Summary Reporting feature in myITprocess allows you to simplify your QBR process and easily deliver high-level reports to your clients.

Getting Started

In your KaseyaOne account make sure myITprocess is linked under the Module URLs tab and all users have linked accounts to myITprocess. 

In myITprocess, make sure you have enabled Login vid Kaseya One by going to Account (your avatar)menu > Account Settings > Security tab.

 

To be able to view other module's executive summary reports in myITprocess you must login via KaseyaOne.

 

Organizations with matching names will automatically be mapped. To manually map other organizations click here

If you have either Autotask or DattoRMM, you'll see those two column headers in the Setup Organizations page.

Adding Reports

Next, head to your strategic roadmap and select a client for whom you want to create a meeting. After filling in all required fields on step 1, you will see the +Add Reports button on the second step. 

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Depending on which Kaseya products you have, you could see Autotask, DattoRMM and Network Detective Pro listed as reporting modules.

 

NOTE: Switching between modules in the Module dropdown menu will not save your data. You must click the Add button in order to save any changes to a module's data you with to represent.

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Select the metrics (checkboxes on the left hand side) you want to present to your client and then click the Add button. 

Editing your report after you've added it to your agenda is accomplished by hovering over that item and click the pencil/edit icon.  

Presenting Reports

On the strategy menu (hamburger icon) click the upcoming meeting you have created. Clicking the Preview button will allow you to see how your reports will look prior to presenting to your clients and capturing feedback.

Reporting information will be shown on both the Agenda and Summary PDFs.

Details about data

Autotask: 

  1. Completed tickets count per day: This metric is the total count of tickets marked complete on any given day. If a ticket is completed, re-opened, and closed again on the same day, then this ticket-closing event is only counted once. However, if the ticket is re-opened and completed on a different day, it’ll be re-aggregated in that day’s count.
  2. Completed ticket hours worked per day: This metric aggregates both billable and non-billable hours worked on any given day a ticket is closed. If a ticket is completed, re-opened, and closed again on the same day, then this ticket-closing event is only counted once. However, if the ticket is re-opened and completed on a different day, hours worked will be re-aggregated in that day’s count.
  3. SLA first response met per day: This metric is calculated for completed tickets on any given day where a ticket has a SLA first response configured. A ‘pass’ or ‘fail’ SLA first response met is calculated by comparing the SLA first resolution due date/time vs. when the ticket status change date/time that marks this SLA as met. Any completed tickets where no SLA first response has been configured will be excluded from this metric.

    If a ticket is completed, re-opened, and closed again on the same day, then this ticket-closing event is only counted once to aggregate SLA first response. However, if the ticket is re-opened and completed on a different day, SLA first response met will be re-aggregated in that day’s count.

  4. Completed tickets count by ticket type: This metric is a total count of tickets marked complete and aggregated by ticket type on any given day.

    If a ticket is completed, re-opened, and closed again on the same day, then this ticket-closing event is only counted once. However, if the ticket is re-opened and completed on a different day, it’ll be re-aggregated in that day’s count.

  5. Completed tickets by priority: This metric is a total count of tickets marked complete and aggregated by priority on any given day.

    If a ticket is completed, re-opened, and closed again on the same day, then this ticket-closing event is only counted once. However, if the ticket is re-opened and completed on a different day, it’ll be re-aggregated in that day’s count.

  6. Average SLA first response elapsed hours: This metric is calculated for completed tickets where SLA First Response exists for a given day per organization. Elapsed hours calculation is an average across all closed tickets on any given day, where elapsed hours is the difference between ticket create date/time and when SLA response associated ticket status is changed.

    If a ticket is completed, re-opened, and closed again on the same day, then this ticket-closing event is only counted once to aggregate SLA response elapsed hours. However, if the ticket is re-opened and completed on a different day, SLA response elapsed hours will be re-aggregated in that day’s count.

  7. Average SLA resolution elapsed hours: This metric is calculated for completed tickets where SLA First Resolution Time exists on any given day per organisation. Elapsed hours calculation is an average across all closed tickets on any given day, where elapsed hours is the difference between ticket create date/time and when SLA resolution associated ticket status is changed.

    If a ticket is completed, re-opened, and closed again on the same day, then this ticket-closing event is only counted once to aggregate SLA resolution elapsed hours. However, if the ticket is re-opened and completed on a different day, SLA resolution elapsed hours will be re-aggregated in that day’s count.

DattoRMM:

  • Asset Management: Potential upgrades your clients may need
  • Monitoring: Behind-the-scenes work demonstrating value to your clients by fixing problems before they become larger issues
  • Patching: Devices that are kept up-to-date
  • Antivirus: Keeping Antivirus up to date and monitoring and alerting users of any issues

Network Detective Pro:

  • Network: Evaluate the overall health and efficiency of your network infrastructure.
  • Hardware: Gain visibility into the performance and status of your hardware components.
  • Software: Assess the state of your software applications and identify areas for improvement.
  • Security: Monitor and address potential vulnerabilities in your security protocols.
  • Password: Ensure the strength and integrity of your password policies.
  • SQL: Evaluate the health and performance of your SQL databases.
  • MS Cloud: Assess your presence and activities in the Microsoft Cloud environment.
  • MS Teams: Gain insights into the utilization and security of Microsoft Teams.
  • MS Exchange: Evaluate the health and security of your Microsoft Exchange environment.
  • Data Breach Sources: Identify potential sources of data breaches, enabling proactive measures to safeguard your sensitive information.
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Datto BCDR Report:

  • S3 Devices Needing Updating: Stay up-to-date on devices requiring updates, ensuring optimal performance and security.
  • Datto Continuity Backup Status: Get visability into your backup status, ensuring the continuous protection of your critical data.
  • Datto Continuity Devices Local Storage Consumption: Understand how local storage is utilized across devices, allowing for efficient resource management
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Backup Health Metrics for Specific Products:

  • Datto Backup for Microsoft Azure: Gain insights into the health of your Microsoft Azure backups, ensuring the integrity and availability of your cloud-based data.
  • Datto Endpoint Backup for PCs: Track the backup health of your PC endpoints, ensuring crucial data is securely backed up for quick recovery.
  • Datto Endpoint Backup for Servers: Monitor the backup status of your servers, ensuring continuous data protection and minimizing downtime.
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