Client Reporting Request Forms

Requirements for External Reporting request:

Client Reporting is reserved primarily for live Tier 4 or Tier 5 clients.

Requests for a Tier 3 or lower will require the following (Please note: the decision to process the request will be made by the the BI team during the ticket scoping process, in agreement with the Manager that provided approval):

• Manager approval prior to submitting the ticket
• Ticket description should contain additional information regarding the need for this report as well as that the report request was approved by your manager

Prior to submitting a request for a report, AM’s should talk to a Dashboard Expert (Tier <= 3 TE, Tier >= 4 Enterprise Support) and see if Dashboard reports could work. If not possible, collect the information, submit a request, and the BI team will reach out to set expectations. Do not commit to a reporting solution from the BI Team until the request has been approved by the BI Team and the report has been given an expected completion date, this will eliminate setting false expectations for the client.

Valid reasons for BI to take on a request for a Tier 3 or lower include:

1. We verify the client is a churn risk and will leave FareHarbor unless the request is completed
2. The client has the potential to move up a tier if the request is completed (a sister company will go live if they have a good experience, moving them to a tier 4 or 5)
3. The client will significantly increase booking fee revenue if the request is completed

Pre-Live Clients (still in sales cycle or onboarding process)

Ideally, all clients should be fully transitioned and owned by their Account Management before an External Custom Report ticket is submitted. The BI Team is happy to assist in the ticket-scoping process and answer any questions regarding custom reporting functionality, however, reports will not be started until the client is fully live and introduced to the AM.

To be clear – the prerequisites above have historically been in place. This does not mean we are no longer accepting T3 and below, but we’ll look to be more stringent moving forward to utilize BI’s time in quicker turnarounds on higher ROI projects.

Client Reporting Request Form

This form is for all client reporting and analytics needs that cannot be achieved in the Dashboard. In addition, this form should also be utilized to report all report issues on existing client’s reports by selecting “Report Issue Submission” under Request Type. As you complete the Report Issue form, you will be prompted to provide all necessary information about the issue so that the Client Reporting team is able to efficiently diagnose the report issue. You can check the status of the ticket in #bi_ambulance.

One-Time Dashboard Automation Request Form

This form is for any automation requests (repricing, rebooking, webhooks, etc.). All automation requests require a minimum of 200 records. Automation types include:

• Affiliate Addition to Bookings/Campaigns – This automation is for adding an affiliate to existing bookings or adding an affiliate to codes within a campaign that was recently created. When adding an affiliate to existing bookings, please make sure the pricing has not changed between price sheets. You can test this by adding the affiliate to an existing booking to see if the booking becomes over or underpaid. 

• Booking Cancellation – This automation will cancel bookings in mass. The BI Team cannot process refunds so before submitting this automation, its best to reach out to our team to make sure we can complete the automation.
• Deleting Gift Cards – This automation will adjust the gift card value to $0 and the BI Team can delete the gift cards, or you can specify to leave them on the dashboard with a $0 balance. Please note on the request the number of Gift Cards that need to be deleted and any timeframe you can give for when they were created. That information helps the BI Team narrow down the correct Gift Cards that need to be deleted.
• Reapply Resources – This automation will adjust existing bookings to use the current resource group settings of the connected resource requirement group. Please make sure Resource Requirements have been added to the appropriate Availabilities for the requested bookings. 


• Rebooking/Add or Remove – This automation will use add or remove customers to adjust the existing booking to its same availability to update settings that are only available through rebooking. The BI Team cannot automate to rebook into different dates. Before submitting, please try out a booking and use the add or remove function to make sure the automation will work. Reach out with any questions! 


• Repricing/Changing Price Sheet – This automation will update bookings to the most current price settings. The BI Team can change the Total Sheet, Invoice Sheet, or both. Changing the price sheets to existing bookings will often affect if the booking is under or overpaid. If you do not want the bookings to say over or underpaid, the pricing needs to be changed before submitting the automation. Let the BI Team know on the request what total and invoice price sheets we are changing on the bookings. If there are no changes to the total or invoice sheet, make note of that in the request.
• Webhook – This automation will touch existing bookings without changing anything to re-trigger any applicable webhooks.