Page Comparison

CSM offers two types of main reporting capabilities, General and Advanced, which are accessed from the Reports, SERVICE DESK main navigation panel. 
General Reports
General Reports are documented here <<change to Serviceaide link>> and are shown circled below. 

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Advanced Reports
Advanced Reports provide comprehensive and interactive reporting and data analysis capabilities to CSM. It is built using Jaspersoft Reports and offer more flexibility in designing and formatting reports than the general options. Read about Advanced Reporting here. <<change to Serviceaide link>>
Examples of tasks you can perform with advanced reporting include:

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1. Synchronize custom attributes with the domain so they can be reported on
2. Create an ad hoc view with the fields to show in the report
3. Save the ad hoc view as a report
4. Format the look and feel of the report
5. Assign permissions to users to manage, view and create reports. See here <<change to Serviceaide link>> for instructions on assigning permissions.

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In order for analysts to have permissions to view, create or manage reports, they must have the correct reporting roles applied to their contact record. In this example, Greg is a manager with a floater license to CSM and requires access to create ad hoc views and reports. 
Greg must be able to access the Report module. Permissions for modules are managed in the Navigation Menu. The documentation wiki, under Assign Permissions here, provides instructions on accessing the Navigation Pane. The REPORTS navigation menu group has the Administration group and five reporting roles automatically assigned to it, as seen below. 

If our analyst Greg has either the Administration group, or any of the roles associated with his contact record he will inherit permissions to view the Advanced Reporting navigation menu. The easiest thing to do would be to add Greg to a group or role that has permissions to the navigation pane, but we can also select the Manage Permissions button and add him individually. 
Greg will need the Advanced Reporting Admin role assigned to his user record in order to access all the content in Advanced Reporting. To do this update the Roles tab on his contact record by selecting Relate Existing. 

Run an out-of-the box report

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In order to report on any custom attributes that you have added to your tickets, such as the one we created in process workflow example above, we must synchronize them with the dataset. The data type will automatically be presented in the correct format, so there is no need to calculate fields to get the data to display properly. 
Follow instructions 1-5 on the documentation wiki here to Sync Custom Fields to Domain. In our case, we are using the Cloud SM domain as this is the out of the box domain with no previous updates.

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1. Right click on the Assign to Individual field from either in the report, on the Columns row field, or from the left side field under Fields.
   The Filters tab will open.
2. In the far right filter pane, keep the default of "equals" with a value of [Null] and click Apply at the bottom of the Filter column
3. Add a Title to your report by clicking on Click to add a title. For example: Unassigned Ticket List
4. Select the gear icon and select Details and Totals.
   
5. Now that we've filtered on tickets with no assignee, we should remove the Assign To Individual field since it will always be empty. Right click on the field and select Remove from Table.

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1. In the left Fields column, select the Create Calculated Field icon 
2. Select Create Calculated Field…
    
   
   
3. Create calculated field: Created Day. In the formula Editor enter:
   1. Field Name: Created Day
   2. In Functions column scroll down and double click on DayName. This will move the function toe the formula area.
      
   3. Edit the formula field to replace DayName("DateFieldName") by highlighting "DateFieldName" in the formula field and double clicking on Created Date in column Fields and Measures.
       
   4. Click Validate button, a confirmation message should appear.
   5. Click Create Field, a yellow band appears on the top of the screen confirming your creation.
4. Create calculated field:Ticket Age (in Hours). For Ticket Age (in hours), specify:
   1. Field Name: Ticket Age (in Hours)
   2. In the Fields and Measures column scroll down and double click on Ticket Age (in Days)
   3. Edit the formula field to read: "Ticket Age (in Days)" * 24
   4. Click Validate button, a confirmation message should appear.
   5. Click Create Field.
   Once these calculated fields created, they can be used as any other fields in the Ad Hoc Editor. They will be displayed at the end of the list with a special icon  . They can also be edited if the formula has to be modified.
5. Drag and drop fields to create the Ad Hoc View.
6. Our Ad Hoc View will look like this:
   

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