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You can view built-in reports that are related to Tickets, Configuration Management, Knowledge Management, and Service Feedback. The Ticket-related reports are drawn to view information such as the SLA compliance, Ticket volumes, and Ticket Aging. As an analyst you can access and generate reports. Access to reports is controlled through permissions that the application administrator manages, which is managed by the application administrator.
Generate Standard Reports
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Follow these steps:
- Navigate to REPORTS, SERVICE DESK, REPORTS> SERVICE DESK> Standard Reports, and select a report from the list.
- Specify the report parameters such as dates, time, format and click SHOW.
Note: If the date range exceeds the limit you have specified, you are asked to auto schedule the report. The report is then sent is sent to you though through an email. The Report Parameters differ based on the report type.
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Follow these steps:
- Navigate to REPORTS, SERVICE DESK, REPORTS> SERVICE DESK> Standard Reports, and select a report from the list.
- Click Action, Action> Schedule Report.
- Select your Email Report options, the Report Type , set the frequency of the report, and other necessary information.
- Click Save.
You can modify the schedule of a report. The scheduled reports in your reports list are marked with a green clock icon.