not-a-problem
Energy · 2025

Report failures caught before users notice

The refresh history of every report on one dashboard, with failure alerts and tickets opened with the context already filled in.

Area
IT

01The problem

Users were the ones who found out a report had not refreshed, when they saw old numbers. Support investigated each case from scratch, one area at a time.

Overview

How the solution works

People Support team triages andfollows up Report owners get notified Inputs Refresh history from every environment Report registry owners and criticality Outcomes Ticket with context no retyping Recurrence dashboard per report Process 01 Collect history 02 Detect failure 03 Triage 04 Open ticket 05 Close Solution Automatic collector Failure dashboard Service portalintegration
  1. 01
    Collect history
  2. 02
    Detect failure
  3. 03
    TriageSupport team · triages and follows up
  4. 04
    Open ticketReport owners · get notified
  5. 05
    Close
SolutionAutomatic collectorFailure dashboardService portal integration

02What we did

We gathered the refresh history of every environment into a dashboard of failures, delays, and recurrences, and connected it to the service portal to open tickets with the context filled in.

03What changed

Support now acts before users notice, with each report's history at hand.

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