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This article describes the reporting features available in ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) for Self-Service users. Read this article to understand how to generate and manage your reports. |
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Overview of Reports
CSM Intelligent Service Management provides a suite of reports to monitor the tickets that are created in your organization. You can use the reports to know about the ticket status, top reported issues, most frequent requesters, and so on.
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- Search for specific reports in the list.
- Filter the list by parameters available in the drop-down list.
- View reports by ticket types, status, age, frequency, users, or CCTI.
- Schedule a report and mail to specified users automatically.
Note: In Standard Reports, additional reports are available in Cloud Service Management edition compared to the Service Desk edition. To view the list of standard reports available in Service Desk and Cloud Service Management, see Standard Reports List.
Generate Standard Reports
You can select a standard report, and can specify the time period and the ticket types to be included. View the report on your screen, or download it in CSV or PDF format.
Follow these steps:
- Click REPORTS, REPORTS> SERVICE DESK, DESK> Standard Reports.
The application displays a list of reports that are available to you. - Click a report.
The report parameters display in a new tab. - Set the parameters for the report, select an output format, and click Show.
If the date range exceeds the limit you have specified, you are asked to auto schedule the report. The report is then sent to you though an email. The report parameters help you to limit your reports to specific ticket types, ticket age, organizations, and sites. The parameters vary across different reports.
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Set up a recurring schedule for a report and have it automatically emailed to specified users. The scheduling feature for a report becomes available after you set the parameters for the report and generate it.
Follow these steps:
- Click REPORTS, REPORTS> SERVICE DESK, DESK> Standard Reports.
- Select a report, define report parameters, and generate it.
- Click Actions, Schedule Report. This option is available only after you generate the report once.
- Add the recipients, select the report format, and set a report frequency in the Schedule Report dialog.
Select Me, if you want to mail the report to only yourself. Select Me and/or Others, if you want to add other users. When you select Me and/or Others, the application displays more fields to select users, user groups, and user roles. Click Add to add your selection to recipients. - Click Save.The scheduled reports in your reports list are marked with a Green icon. If the schedule is no longer active, the icon turns Gray. You can modify the schedule or can remove it.
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