Managing Analyst Reports

Reports are used extensively to analyze performance, draw trends, and predict behavior that is based on past performance.  Users can access a wide range of reports depending on the needs of your organization. Reports can be related to tickets, configuration items, and more.

There are two types of reports that are available to you.

• Standard Reports 
• Adhoc Reports

This article contains the following topics:

Ad Hoc Reports

You can configure adhoc reports for generating data related to tickets and configuration items. For example, ticket-related reports can be drawn to review performance in terms of SLA compliance, ticket volumes, ticket aging. As an analyst, you can access and generate reports. The administrator controls the permissions to access reports. The types of Ad Hoc reports are as follows:

• Defined searches configured by the application administrator
• Reports that you create

Configure Ad Hoc Reports

You can configure the reports and can modify it later. 

Follow these steps:

1. Navigate to REPORTS> SERVICE DESK> Adhoc Reports, click Actions, and then click Create New.
2. Specify the Form Type, Report Name, Category Name, Description, and Sort Order. 
3. Click the drop-down in the Add Field section.
   
   1. Select the fields whose value you want to include in the report.
   2. Based on the selected field, the next field displays one of the following options:
      - Equals/Contains 
      - Symbols for: Greater Than, Lesser than, Equal, Equal or Less Than, Equal or Greater Than (for fields that are related to dates).
   3. Enter the value to be considered in the report. 
      For example, your criteria can be: Source | Equals | Web.
4. Click the Columns for Display section and select the columns that you want to display in the report. 
   Select a field. You can use the arrow icons to move the selected field to the right column to be included in the report. 
   You can also clear or reset a selection.
5. Click Search. The conditions that are created for a report are applied as AND conditions. 
   Only those records that meet all the conditions simultaneously are included in the report.

6. Click Save. 
   Note: You can use the Print to PDF or Export to CSV options to export the reports. To modify, delete, or copy to new, click the down arrow against any report under REPORTS, SERVICE DESK, Adhoc Reports.

   If you unable to view or extract the report that you have access to, contact your application administrator.

Manage Ad Hoc Reports

You can edit, delete, and copy the reports that you configure. Deleting a report results in the report being removed permanently from all lists.

Follow these steps:

1. Delete a Report: Hover over a report in the list and click down arrow in the far left column of the report. Then click Delete.
2. Edit a Report: Click the report that you want to edit, click Edit Report, make the required modifications, and click Save.
3. Copy to New: Click the report that you want to copy, click Actions, and click Copy to New. 

Schedule Ad Hoc Reports

You could be required to generate certain reports regularly. For example, you can generate Open Problems Violating SLAs reports to share with your team. The Schedule Reports option lets you automatically generate these reports that are based on your preference. After defining the report parameters and generating a report, the action to schedule the report becomes available.

Follow these steps:                               

1. Navigate to REPORTS> SERVICE DESK> Adhoc Reports click a report from the list.
2. Click Actions> Schedule Report.
3. Specify the Email Report details, select the Report Type , set the frequency of the report, and other necessary information. 
4. Click Save
   Note: You can later modify the schedule of a report. All active scheduled reports in your reports list are marked with a green clock icon. If the schedule is no longer active, the icon turns gray.

Standard Reports

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. 

Generate Standard Reports

You can configure standard reports that you can save, modify, or delete. 

Follow these steps:

1. Navigate to REPORTS> SERVICE DESK> Standard Reports, and select a report from the list.
2. 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 to you though an email. The Report Parameters differ based on the report type.

Schedule Standard Reports

You can generate certain reports regularly. For example, you can generate the Average Resolution Time report to share with your management team. The Schedule Report option lets you automatically generate these reports that are based on your preference. Once you have defined the report parameters and generated a standard report, the action to schedule the report becomes available. You can schedule the report and can set the recurrence pattern for the report to be generated. The report is delivered in the selected format based on the schedule. 

Follow these steps:

1. Navigate to REPORTS> SERVICE DESK> Standard Reports, and select a report from the list.
2. Click Action, Schedule Report.
3. Select your Email Report options, the Report Type , set the frequency of the report, and other necessary information.
   
4. Click Save. 
   You can modify the schedule of a report. The scheduled reports in your reports list are marked with a green clock icon.