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| Excerpt |
|---|
The following table provides the details of all the CA Cloud the Serviceaide Intelligent Service Management reports that are available to you. |
The list indicates the default grouping that is assigned to the reports. Access to the reports can be managed by enabling or disabling permissions.
Report Name | Navigation | Default Permissions | Related to Forms | Description | Category | Key Input Variables |
Asset Warranty Expiration | REPORTS, Advanced Reporting | Administrator | Asset Management | The report displays a list of assets for which the warranty expires in the specified expiry date range. | Asset | Date Range |
| License Usage Overview | REPORTS, Advanced Reporting | Administrator | N/A | The report displays an overview of how the different types of user account licenses are utilized. You can view a summary of the licenses being utilized and a graph of the weekly usage of the fixed, and self-service user licenses respectively. Hover over the graph to view the date for which the weekly usage of a user license was the highest. | Usage Reports | Date Range |
| Asset Discovery | REPORTS, Advanced Reporting | Administrator | Asset Management | The report displays a list of discovered assets within the specified time-frames. | Asset | Date Range |
Asset Discovery Coverage | REPORTS, Advanced Reporting | Administrator | Asset Management | The report displays the discovery coverage of assets by IP address scan with that of full scan. | Asset | Date Range |
| Tickets Closed By Group | REPORTS, Advanced Reporting | Administrator | Home, Change, Incident, Problem, Service Request, Task Ticket | The report displays groups closing most number of tickets in a given date range | Ticket Metric Reports | Date Range |
| Tickets Created By Organization | REPORTS, Advanced Reporting | Administrator | Home, Change, Incident, Problem, Service Request, Task Ticket | The report displays the organizations raising the most number of tickets in a given date range | Ticket Metric Reports | Date Range |
| Volume And Backlog Trend | REPORTS, Advanced Reporting | Administrator | Home, Change, Incident, Problem, Service Request, Task Ticket | The report displays the trend for ticket creation, closure, and backlog | Ticket Metric Reports | Date Range |
| Warranty Expired Assets | REPORTS, Advanced Reporting | Administrator | Asset Management | The report displays a list of assets for which the warranty has already expired. | Asset | Date Range |
| Work Effort Trend By Group | REPORTS, Advanced Reporting | Administrator | Home, Change, Incident, Problem, Service Request, Task Ticket | The report displays the effort that is spent by the groups closing most number of tickets in a given date range | Ticket Metric Reports | Date Range |
Tickets Volume and Backlog Trend | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis showing the volume of incoming tickets against the number of resolved tickets and tickets pending resolution (backlog) during the specified reporting period. | Delivery Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points, Ticket Type |
Tickets Volume and Backlog Trend by Group | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis per Support Group, showing the volume of incoming tickets against the number of resolved tickets and tickets pending resolution (backlog) during the specified reporting period. | Delivery Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points, Ticket Type, Assigned to Group |
Tickets Volume and Backlog Trend by Individual | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis per Support Technician (Analyst), showing the volume of incoming tickets against the number of resolved tickets and tickets pending resolution (backlog) during the specified reporting period. | Delivery Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points, Ticket Type, Assigned to Individual |
Work Effort Trend | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis showing the total time spent (in mins) on tickets during the specified reporting period. | Delivery Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points, Ticket Type |
Work Effort Trend by Group | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis per Support Group, showing the total time spent (in mins) on tickets during the specified reporting period. | Delivery Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points, Ticket Type, Assigned to Group |
Work Effort Trend by Individual | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis per Support Technician (Analyst) showing the total time spent (in mins) on tickets during the specified reporting period. | Delivery Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points, Ticket Type, Assigned to Individual |
| Open Tickets Aging Report | REPORTS, Standard Reports | Administrator | Home, Change, Incident, Problem, Service Request, Task Ticket | The report displays details of open tickets for all Organizations in different aging periods during the selected reporting period. The details are grouped by Organization | Executive Summary | Start Date, End Date |
| Open Tickets Aging by Group | REPORTS, Standard Reports | Administrator | Home, Change, Incident, Problem, Service Request, Task Ticket | The report displays details of all open tickets that are assigned to different Support Groups, in different aging periods during the selected reporting period. | Executive Summary | Start Date, End Date, Reporting Date |
| Open Tickets Aging by Individual | REPORTS, Standard Reports | Administrator | Home, Change, Incident, Problem, Service Request, Task Ticket | The report The report displays details of all open tickets that are assigned to different Support Technicians (Agents), in different aging periods during the selected reporting period. | Executive Summary | Start Date, End Date, Reporting Date |
| Ticket Status Report | REPORTS, Standard Reports | Administrator | Home, Change, Incident, Problem, Service Request, Task Ticket | The report displays the total number of tickets, which are grouped by Organization, in different statuses | Executive Summary | Start Date, End Date |
| Ticket Status Report by Group | REPORTS, Standard Reports | Administrator | Home, Change, Incident, Problem, Service Request, Task Ticket | The report displays the total number of tickets, which are assigned to different Support Group, in different statuses | Executive Summary | Start Date, End Date |
| Ticket Status Report by Individual | REPORTS, Standard Reports | Administrator | Home, Change, Incident, Problem, Service Request, Task Ticket | The report displays the total number of tickets, which are assigned to different Support Technicians (Agent), in different statuses | Executive Summary | Start Date, End Date, Individual Name |
| Ticket Volume and Backlog Report | REPORTS, Standard Reports | Administrator | Home, Change, Incident, Problem, Service Request, Task Ticket | The report displays an organization-wise comparison of the number of incoming tickets as opposed to the total resolved tickets and tickets pending resolution (backlog) during the specified reporting period. | Executive Summary | Start Date, End Date |
| Ticket Volume and Backlog Report by Group | REPORTS, Standard Reports | Administrator | Home, Change, Incident, Problem, Service Request, Task Ticket | The report displays a Support Group-wise comparison of the number of incoming tickets as opposed to the total tickets resolved and tickets pending resolution (backlog) during the specified reporting period. | Executive Summary | Start Date, End Date |
| Ticket Volume and Backlog Report by Individual | REPORTS, Standard Reports | Administrator | Home, Change, Incident, Problem, Service Request, Task Ticket | The report displays a Support Technician-wise (per Agent) comparison of the number of incoming tickets as opposed to the total resolved tickets and tickets pending resolution (backlog) during the specified reporting period. | Executive Summary | Start Date, End Date |
| Work Efforts Report | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays the total time spent (in mins) on tickets for different Organizations in the specified reporting period. | Executive Summary | Start Date, End Date |
| Work Efforts Report by Group | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays the total time spent (in mins) on tickets by different Support Technicians in the specified reporting period. | Executive Summary | Start Date, End Date |
| Work Efforts Report by Individual | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays the total time spent (in mins) on tickets by different Support Technicians (Agents) in the specified reporting period. | Executive Summary | Start Date, End Date |
| Average Response Time | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Service Request | The report displays the average time that is taken to send an acknowledgment back for tickets that are logged by Requester Organization and Sites. | Executive Summary | Start Date, End Date |
| Average Response Time by Group | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Service Request | The report displays the average time that is taken by different Support Groups to send an acknowledgment back for tickets logged. | Executive Summary | Start Date, End Date |
| Average Response Time by Individual | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Service Request | The report displays the average time that is taken by different Support Technicians (Agents) to send an acknowledgment back for tickets logged. | Executive Summary | Start Date, End Date |
| Average Response Time by Configuration Items | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Service Request | The report displays the average time that is taken to send an acknowledgment back for tickets that are based on Configuration Items related to the ticket. | Executive Summary | Start Date, End Date |
| Average Resolution Time | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Service Request | The report displays the average time that is taken to provide a resolution for tickets that are logged, grouped by Requester Organization and Sites | Executive Summary | Start Date, End Date |
| Average Resolution Time by Group | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Service Request | The report displays the average time that is taken by different Support Groups to provide a resolution for tickets that are assigned to the Support Group. | Executive Summary | Start Date, End Date |
| Average Resolution Time by Individual | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Service Request | The report displays the average time that is taken by different Support Technicians (Agents) to provide a resolution for tickets assigned to the technician. | Executive Summary | Start Date, End Date |
| Average Resolution Time by Configuration Items | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Service Request | The report displays the average time that is taken to provide a resolution for tickets that are based on Configuration Items that are related to the ticket. | Executive Summary | Start Date, End Date |
| Average Time to Close Tickets | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays average time that is taken to close tickets that are grouped by Requester Organization and Site. | Executive Summary | Start Date, End Date |
| Average Time to Close Tickets by Groups | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays the average time that is taken by different Support Groups to close tickets that are assigned to the group. | Executive Summary | Start Date, End Date |
| Average Time to Close Tickets by Individual | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays the average time that is taken by different Support Technicians (Agents) to close tickets that are assigned. | Executive Summary | Start Date, End Date |
| Average Time to Close Tickets by Configuration Items | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays the average time that is taken to close tickets that are grouped by the Configuration Item that is related to the ticket. | Executive Summary | Start Date, End Date |
| Service Level Breach History Report | REPORTS, Standard Reports | Administrator | Home | The report displays historical data of tickets logged against tickets that have breached SLA Targets for selected Service Metrics during the selected reporting period. | Executive Summary | Start Date, End Date, Assigned to Group, SLA Metric |
| Service Level Breach History Report by Target | REPORTS, Standard Reports | Administrator | Home | The report displays historical data of tickets logged against tickets that have breached SLA Targets for selected Service Targets during the selected reporting period | Executive Summary | Start Date, End Date, Assigned to Group, SLA Target |
| Service Level Compliance History Report | REPORTS, Standard Reports | Administrator | Home | The report displays historical data of tickets logged against tickets that have met (Complied with) SLA Targets for selected Service Metrics during the selected reporting period | Executive Summary | Start Date, End Date, Assigned to Group, SLA Metric |
| Service Level Compliance History Report by Target | REPORTS, Standard Reports | Administrator | Home | The report displays historical data of tickets logged against tickets that have met (complied with) SLA Targets for selected Service Targets during the selected reporting period | Executive Summary | Start Date, End Date, Assigned to Group, SLA Target |
| Average Service Delivery Performance | REPORTS, Standard Reports | Administrator | Home | The report displays the average service delivery performance conveying the SLA compliance levels for different ticket types against pre-defined Service Targets. | Executive Summary | Start Date, End Date, Requester's Organization, SLA Target, Affected Service, Exclude Tickets with In Progress Target, Include tickets created or closed during the report period. |
| Average Service Delivery Performance by Organization | REPORTS, Standard Reports | Administrator | Home | The report displays the average service delivery performance conveying the SLA compliance levels for different ticket types against pre-defined Service Targets, classified by organization site. | Executive Summary | Start Date, End Date, Requester's Organization, SLA Target, Affected Service, Exclude Tickets with In Progress Target, Include tickets created or closed during the report period |
| Average Service Delivery Performance by Service | REPORTS, Standard Reports | Administrator | Home | The report displays the average service delivery performance conveying the SLA compliance levels for different ticket types based on Affected Services. | Executive Summary | Start Date, End Date, Requester's Organization, SLA Target, Affected Service, Exclude Tickets with In Progress Target, Include tickets created or closed during the report period |
| Average Service Delivery Performance for Support Group | REPORTS, Standard Reports | Administrator | Home | The report displays the average service delivery performance conveying the SLA compliance levels for each support group against the support group's service performance targets for each ticket type | Executive Summary | Start Date, End Date, Requester's Organization, SLA Target, Affected Service, Exclude Tickets with In Progress Target, Include tickets created or closed during the report period. |
| Average Service Delivery Performance for Support Group by Organization | REPORTS, Standard Reports | Administrator | Home | The report displays the average service delivery performance for different Organizations, conveying the SLA compliance levels for each support group against the support group's service performance targets for each ticket type. | Executive Summary | Start Date, End Date, Requester's Organization, SLA Target, Affected Service, Exclude Tickets with In Progress Target, Include tickets created or closed during the report period. |
| Average Service Delivery Performance for Support Group by Service | REPORTS, Standard Reports | Administrator | Home | The report displays the average service delivery performance against selected Services, conveying the SLA compliance levels for each support group against the support group's service performance targets for each ticket type | Executive Summary | Start Date, End Date, Requester's Organization, SLA Target, Affected Service, Exclude Tickets with In Progress Target, Include tickets created or closed during the report period. |
| Service Targets for Services | REPORTS, Standard Reports | Administrator |
| The report displays the service targets assigned to services and the corresponding agreement types. | Service Level Trends |
| Ticket Status Report by Configuration Item | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays the total number of tickets in different statuses, classified by Configuration Items related to tickets. | Executive Summary | Start Date, End Date, CCTI Class, Configuration Item |
| Ticket Status Report by Affected Services | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays the total number of tickets in different statuses classified by Affected Services related to tickets. | Executive Summary | Start Date, End Date, CCTI Class, Affected Service |
| Tickets Details Report | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays ticket details like ticket general information, additional information, worklog related to the support request. | Executive Summary | Created Between, Organization, Submitted by, Assigned Individual, Ticket Type, Class, Status |
| Ticket Activity by Individual | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays the total number of tickets on which some activity was performed by individual Support Technician during the reporting period | Executive Summary | Individual Name, Start Date and End Date |
| Tickets with Open Tasks | REPORTS, Standard Reports | Administrator | Change, Home, Incident, Problem, Service | The report displays support tickets with Open Child Task tickets during the selected reporting period. | Executive Summary | Planned Start Date, Planned End Date, Task Name (Task Group, Task Flow) |
| All Open and Closed Tickets | REPORTS, Standard Reports | Administrator | Change, Home, Incident, Problem, Service | The report displays data for tickets created and closed, grouped by Requester Organization and Site, during specified reporting period. | Executive Summary | Created Between, Closed Between, Reporting Period Time, Ticket Organization, Ticket Site |
| Ticket Volume by CCTI | REPORTS, Standard Reports | Administrator | Change, Home, Incident, Problem, Service, Task | The report displays volume of incoming tickets classified by Class, Category, Type and Item, logged during a specified reporting period. | Executive Summary | Start Date, End Date, CCTI Class |
| Configuration Items Details Report | REPORTS, Standard Reports | Administrator | Configuration Items | The report displays a list of all Configuration Items with associated custom CI attributes | Executive Summary | Start Date, End Date, CCTI Class, Attribute Name |
| CI Status Report | REPORTS, Standard Reports | Administrator | Configuration Items | The report displays information about Configuration Items in different statuses, classified by organization and site. | Executive Summary | Report as on Date |
| CI Status Report by Class | REPORTS, Standard Reports | Administrator | Configuration Items | The report displays information about Configuration Items in different statuses, classified by Class and Category | Executive Summary | Report as on Date |
CI Warranty Expiry Report | REPORTS, Standard Reports | Administrator | Configuration Items | The report displays a list of Configuration Items where the Warranty is due to expire during the specified month, or two subsequent months from the month specified | Configuration Item Reports | Year, Month |
CI Related Open Tickets Report | REPORTS, Standard Reports | Administrator | Configuration Items | The report displays the total number of open tickets related to Configuration Items, grouped by the CI classification (class-category). | Configuration Item Reports | Report Date |
Top 5 CCTI Report | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays top 5 classification (CCTI) associated with tickets logged during the selected reporting period. | Top 5 | Start Date, End Date |
Top 5 Requesters Report | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays the top 5 requesters, submitting the maximum number of tickets during the selected reporting period. | Top 5 | Start Date, End Date |
Top 5 Organizations Report | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays top 5 organizations with maximum number of tickets submitted during the reporting period. | Top 5 | Start Date, End Date |
Top 5 Services Report | REPORTS, Standard Reports | Administrator | Change Request, Home, Incident, Problem, Service Request, Task Ticket | The report displays top 5 services that were associated as Affected Services with maximum number of tickets logged during the reporting period. | Top 5 | Start Date, End Date |
Average Resolution Time trends for Self-Service Users | REPORTS, Standard Reports | Administrator, Self-Service User | Service Request | The report displays a trend analysis showing the average time taken to provide a resolution for tickets requested by or requested for a specified Self-Service user during selected reporting period. | Service Level Trends | Frequency (including relevant parameters for Daily, Weekly Monthly), Trend Points |
Average Response Time Trend | REPORTS, Standard Reports | Administrator, Self-Service User | Home | The report displays a trend analysis showing the time taken to send an acknowledgment back for tickets during the past X days, weeks, or months. | Service Level Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points. Ticket Type |
Average Response Time Trends by Individual | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis showing the time taken by Support Technicians (Analysts) to send an acknowledgment back for tickets during the past X days, weeks, or months. | Service Level Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points. Ticket Type, Assigned to Individual. |
Average Response Time Trends by Group | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis showing the time taken by Support Groups to send an acknowledgment back for tickets during the past X days, weeks, or months. | Service Level Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points. Ticket Type, Assigned to Group |
Average Response Time Trends by Configuration Item | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis showing the time taken to send an acknowledgment back for tickets during the past X days, weeks, or months classified by the Configuration Item related to the ticket. | Service Level Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points. Ticket Type, Configuration Item |
Average Resolution Time Trend | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis showing the average time taken to provide a resolution for tickets during the past X days, weeks, or months. | Service Level Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points. Ticket Type |
Average Resolution Time Trend by Individual | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis showing the average time taken by Support Technicians (Analysts) to provide a resolution for tickets during the past X days, weeks, or months. | Service Level Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points. Ticket Type, Assigned to Individual |
Average Resolution Time Trend by Group | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis showing the average time taken by Support Groups to provide a resolution for tickets during the past X days, weeks, or months. | Service Level Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points. Ticket Type, Assigned to Group |
Average Resolution Time Trend by Configuration Items | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis showing the average time taken to provide a resolution for tickets during the past X days, weeks, or months classified by the Configuration Item that is related to the ticket. | Service Level Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points. Ticket Type, Configuration Item |
Average time to close tickets trend | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis showing the time taken to close tickets during the past X days, weeks, or months. | Service Level Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points. Ticket Type |
Average time to close tickets trends by Individual | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis showing the time taken by Assigned to Support Technician (Analyst) to close tickets during the past X days, weeks, or months. | Service Level Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points. Ticket Type, Assigned to Individual |
Average time to close tickets trends by Group | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis showing the time taken by assigned to Support Group to close tickets during the past X days, weeks, or months. | Service Level Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points. Ticket Type, Assigned to Group |
Average time to close tickets trends by Configuration Items | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis showing the time taken to close tickets during the past X days, weeks, or months classified by Configuration Items that are related to the ticket. | Service Level Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Trend Points. Ticket Type, Configuration Item |
Knowledge Article by Category | REPORTS, Standard Reports | Administrator | Home | The report displays various usage metrics for Knowledge Articles, classified by category, to help you monitor your knowledge base activity; identify Knowledge Articles created, published, and updated, and the popularity of articles based on views, ratings, and usefulness in solving most reported cases. | Knowledge Management Reports | Modified Between, KB Article Category |
Service Feedback Analysis | REPORTS, Standard Reports | Administrator | Home | The report displays an interpretation and analysis of the quantitative customer service satisfaction survey data to enable measurement and necessary service improvements based on the feedback received. | Survey Reports | Schedule Name, Include Response details, Include Charts |
Scheduled Changes | REPORTS, Standard Reports | Administrator | Change Request | The report displays all planned changes that are scheduled for the selected reporting period. | Change Management Reports | Start Date, End Date |
Scheduled Changes by Individual | REPORTS, Standard Reports | Administrator | Change Request | The report displays all planned changes that are assigned to a Support Technician (Analyst) during the selected reporting period. | Change Management Reports | Frequency (including relevant parameters for Daily, Weekly Monthly), Trend Points, Assigned To Individual |
Scheduled Changes by Group |
| REPORTS, Standard Reports | Administrator | Change Request | The report displays all planned changes that are assigned to a Support Group during the selected reporting period. | Change Management Report | Frequency (including relevant parameters for Daily, Weekly Monthly), Trend Points, Assigned To Group |
| Average Response Time Trend for Self-Service Users | REPORTS, Standard Reports | Administrator | Home | The report displays a trend analysis showing the time taken to send an acknowledgment back for tickets requested by or requested during the specified reporting period. | Service Level Trends | Frequency (including relevant parameters for Daily, Weekly, Monthly), Year, Month, Trend Points. Ticket Type |
The following is the a list of dashboards available to you.
Dashboard Name | Navigation | Roles | Related to Forms | Dashboard Description |
| Ticket Trends Dashboard | REPORTS, Advanced Reporting | Administrator | Change Request, Incident, Problem, Service Request, Task Ticket | The Dashboard depicts the top 5 ticket trends for a selected date range. |
| Configuration Management Dashboard | REPORTS, Standard Reports | Administrator | Configuration Item | The Dashboard depicts the trend for Configuration Items based on Status. |
| Task Dashboard | REPORTS, Standard Reports | Administrator | Task Ticket | The Dashboard depicts the 4 ticket trends for Task tickets based on Ticket Status, Ticket Aging, Assigned Groups and SLA Performance. |
| Change Dashboard | REPORTS, Standard Reports | Administrator | Change Request | The Dashboard depicts the 4 ticket trends for Change tickets based on Ticket Status, Ticket Aging, Assigned Groups and SLA Performance. |
| Problem Dashboard | REPORTS, Standard Reports | Administrator | Problem | The Dashboard depicts the 4 ticket trends for Problem tickets based on Ticket Status, Ticket Aging, Assigned Groups and SLA Performance. |
| Incident Dashboard | REPORTS, Standard Reports | Administrator | Incident | The Dashboard depicts the 4 ticket trends for Incident tickets based on Ticket Status, Ticket Aging, Assigned Groups and SLA Performance. |
| Request Dashboard | REPORTS, Standard Reports | Administrator | Service Request | The Dashboard depicts the 4 ticket trends for Service Request tickets based on Ticket Status, Ticket Aging, Assigned Groups and SLA Performance. |
...