Standard and Ad Hoc Reports

Reports are used extensively to analyze performance, draw trends, and predict behavior that is based on the past performance. Serviceaide Intelligent Service Management enables you to access reports that are based on the needs of your organization. Reports can be related to Tickets, Configuration Management, Knowledge Management, and Service Feedback. You can access reports, generate reports, and assign permissions to different support groups and roles to access reports. Based on permissions, the logged in Self-Service user can see various reports.

Configure Reports

As an administrator, you can perform the following tasks:   

• Manage Permissions: Grant and revoke permissions.
• Edit the Report Configuration: You can edit or modify the Report Description and report Category Name. The changes are reflected in the list of Standard Reports under REPORTS, Standard Reports.
• Delete a Report: When you delete a report, it is removed from all the lists of reports available to other users.
• Create a Report: You can create a report by clicking Create New. You can only add one of the in-built reports using this functionality. You can also add a deleted report back using this functionality. You can edit the Report Description. You can change the Category Name. The category name helps filter the list of standard reports accessible in REPORTS, Standard Reports.   

Follow these steps:

1. Navigate to MANAGE> Administration> Tools, and click Report Configuration.
2. Perform the required tasks and click Apply Changes.

Considerations 

• You cannot modify the Report Key which determines the nature of the report.
• You cannot create a new report with the same Report Name as an existing report.
• The Related To Form and Sort Order fields do not affect the Standard Reports list.