Reporting and announcements

The statistics builder

The statistics builder lets you define a report rather than request one. You choose the object you want to count, choose the field to count it by, and add clauses that narrow the set until it describes the question you actually have.

Reports built this way are saved, so a question you asked once becomes a number you can watch. Results can be exported to CSV when the answer needs to leave SwiftCase.

Management information

Alongside reports you build yourself, SwiftCase provides management information views covering totals, completed and incomplete work, per-user breakdowns and weekly figures. These are the standing numbers most operations teams check without having to define anything first.

Announcements

Announcements put a message in front of your users inside SwiftCase, which beats an email nobody opens when the message is about the system they are already looking at.

Each announcement has a name and content, and can be enabled or disabled without deleting it. Three settings decide how hard it lands:

• Target it at everyone, at named users, or at particular roles
• Screen blocker forces the announcement to be seen before work continues, which should be rare
• Mark as read lets users clear it themselves once they have taken it in