Manage Ad Hoc Reports

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Reports are used extensively to analyze performance, draw trends, and predict behavior that is based on the past performance. Intelligent Service Management enables users to access a wider range of reports based on the needs of your organization.

Reports can be related to Tickets, Configuration Items and more. For example, ticket-related reports can be drawn to review the performance in terms of SLA compliance, ticket volumes, ticket aging, and more. You can configure defined searches and can assign permissions to the defined search to different support groups or roles. Analysts and administrators can select a form and can select fields from the form to define the reporting parameters for the report they want to generate. As an administrator, you can access and generate reports. The two types of adhoc reports are:  

• Defined Searches you configure.
• Adhoc Reports a logged in user creates.

Considerations

• The maximum number of records that an Ad Hoc report returns is 50,000.

• The maximum number of records that you can export from an Ad Hoc report into CSV file or PDF file is 5000.

• To filter report data, do not use same field type more than once. No data is displayed if you use the same field type multiple times. For example, you applied two filters using the field type Requester's Organization:

  • Requester's Organization contains XYZ
  • Requester's Organization contains ABC

  Since the filter for Requester's Organization is repeated, no data is displayed in the report.              

Configure Ad Hoc Reports

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

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. 
   A new Category Name can be entered and is available as a value in the drop-down for future use.  
3. Click the dropdown in the Add Fields section.
   
   1. Select the fields whose value you want to consider to select records to be included 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 of the record to be included in the report. For example, your criteria can be: Source | Equals | Web.
4. Select the columns that you want to display in the report from the Columns for Display section. Select a field, and use the  icons to move a selected field to the right column to be included in the report. 
   You can also clear or reset a selection.
5. Click Search to execute the query.
   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.

Delete, Edit, or Copy to New Ad Hoc Reports

Actions to edit, delete, or copy to new are available only for 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 the drop-down arrow in the far left column of the report and then click Delete.
2. Edit a Report: Click the report you want to edit. Click Edit, make the required modifications, and click Save.

3. Copy to New: Click Action, then click Copy to New. 
   Note: If you have access to a report; but unable to view or extract the report; there could be a problem with the reporting engine. Contact your Application Administrator. 

Schedule Ad Hoc Reports

You can generate certain reports regularly. For example, you want to generate Open Problems Violating SLAs reports to share with your team. The Schedule Reports option lets you automatically generate these reports based on your preference. After defining the report parameters and generating an Adhoc 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 Action, Schedule Report.
3. Specify the Email Report details. Select the Report Type, set the frequency to generate the report, other necessary information and click Save. 
   You can later modify the schedule of a report. The Scheduled reports in your reports list are marked with a green clock icon. If the schedule is no longer active, the icon turns gray.