Reports

This article describes the reporting features available in Serviceaide Intelligent Service Management for Self-Service users. Read this article to understand how to generate and manage your reports.

This article contains the following topics:   

Overview of Reports

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.

The key features are:

• 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:

1. Click REPORTS> SERVICE DESK> Standard Reports.
   The application displays a list of reports that are available to you.
2. Click a report.
   The report parameters display in a new tab.
3. 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. 

The selected report displays.

Note: If you are using the On-Screen format, click an underlined item in the report to view the details.

Schedule Standard Reports

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:

1. Click REPORTS> SERVICE DESK> Standard Reports.
2. Select a report, define report parameters, and generate it.
3. Click Actions, Schedule Report. This option is available only after you generate the report once.
4. 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.
5. 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.

The application displays a confirmation message indicating that the schedule is set.

To view only the scheduled reports in your list, select Show my Scheduled Reports only .

Note: If the limit on the maximum number of scheduled reports is reached, the application displays an error message indicating that the limit has been reached.

Modify Scheduled Report

You can open a scheduled report and can modify it. You can add and remove recipients, change the frequency, and select a different report format.

Generate the report before modifying the schedule. A scheduled report stores the parameter values that you define at the time of scheduling. If you must change the parameters, do it before modifying the schedule. If you do not want to change the parameters, generate the report directly.

After you generate the report, open the Schedule Report dialog and modify the schedule.

In the Schedule Report dialog, the existing recipients are displayed under the categories Users, Groups, and Roles. If you want to remove a recipient, click the corresponding user name.