Manage Standard 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.

Considerations             

• The maximum number of records that a Standard report returns is 50 thousand.

  Note: For Paginated Layout in the Ticket Details Report the maximum limit is 5 thousand.

• Limits have been added for date range input parameters. For most reports, if the date range exceeds 90 days, you are asked to auto schedule the report. The report is then sent to you through an email.

• The maximum number of days of data that you can receive in an email after you auto schedule a report is 180 days.

• The following reports allow 60 days of data before you are asked to auto schedule the report. The maximum number of days of data that you can receive in an email after you auto schedule a report is 90 days.

  • All Open And Closed Tickets
  • Configuration Item Details Report
  • Scheduled Changes
  • Scheduled Changes By Group
  • Scheduled Changes By Individual
  • Ticket Activity By Individual
  • Ticket Details Free Form Report
  • Tickets with Open Tasks Report
  • CI Related Open Tickets Report

• The maximum limit on Trend Points for Trend reports is:

  • 12 if Frequency is Monthly

  • 15 if Frequency is Weekly

  • 30 if Frequency is Daily

Generate Standard Reports

You can configure, modify, or delete the standard reports. 

Follow these steps:

1. Navigate to REPORTS> SERVICE DESK> Standard Reports, and click a report from the list.
2. Specify the required report parameters such as Start Date, End Date, Ticket Type, 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 Report Type.

Schedule Standard Reports

You can schedule to generate reports regularly. For example, you want to generate Average Resolution Time reports to share with your management team. You can configure the following settings to generate a report:

• Set the schedule.
• Set the recurrence pattern.
• Set the format.

Follow these steps:

1. Navigate to REPORTS> SERVICE DESK> Standard Reports, and click a report from the list.
2. Click Action, and click Schedule Report.
3. Specify the required information such as Email Report details, the Report Type, the frequency of report generation, and click Save.               
   You can modify the schedule of a report.