This article contains the following topics:

Reports are used extensively to analyze performance, draw trends, and predict behavior that is based on the past performance. Users can access a wider range of reports regarding the needs of your organization.

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, which is managed by the application administrator.

Generate Standard Reports

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

Follow these steps:

Navigate to 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 sent to you through 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:

Navigate to REPORTS> SERVICE DESK> Standard Reports, and select a report from the list.
Click 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.

Browser not supported