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Reporting on Service Desk
PCR-360 has a number of grids for displaying Service Desk metrics. Utilizing these grids, Users can generate Perspectives to be used for running Reports. For more details on the features of a grid, see the Critical Interface: The Grid page.
Scheduling Reports with Perspectives
Click the 'Perspectives' button.
Select the Perspective the schedule should be based off of, from the My Perspectives section of the form.
Click the 'Schedule Report'
button.Set the Frequency, Next Run Date, File Type, and the emails to send that Report to the desired values and click the Schedule Report
button.
Manually Running Reports
- Clicking the 'Report' button
on the desired grid view.
- Configured the settings for the Report.
- Click the 'Generate Report' button
Gathering Overall Quantity Counts
There are two different ways to be able to generate quick summary of counts of what ever metrics a User is trying to track.
Report Summary
When a User manually runs a Report with the 'Report' button 
, they have the option to summarize the data by a variety of options. By selecting the "Total (Summary Only)" option, all numeric fields in the Report will be totaled. If a User desires to have totals of a specific non-numeric field, such as 'Service Catalog' or 'SD Status', it is recommended to create a new Perspective for each value to be tracked, so that it all other values are removed from the Report, leaving the summary to only contain counts of that specific value's fields.
Example
To how many new 'Services' were requested for a specific 'Service Catalog', created over the current year, first a User must build the desired Perspective.
When the Report is run, the header will contain the number of records found:
SQL COUNT Function
By utilizing either Ad Hoc Grids, or by calling the SQL Endpoint of the API, a User can utilize the SQL COUNT function to count the number of instances of a specific value for a field within a defined range of records.
Example Reports
Fiscal Year perspective
Using the 'Date Range' filter for a Fiscal Year, a User can generate a Report for all items that might have been Created or Completed during their Organizations defined Fiscal Year. Using this filter to sort data would require either yearly updates to the Perspective or a new Perspective for each Fiscal Year the User desires to monitor, since the Report is generated based off of a fixed date range.
How many new Services were created?
All new Services created by Service Desk, originate from a Service Desk 'Add' Action. To view all Actions, a User should navigate to "Main > Service Desk > View/Report > Actions". From this grid, a User would set up a Perspective to filter out any Action that was not an 'Add' as well as any Action that was not in either the 'Completed', 'Finalized' or 'Billed' 'Status'.
Limitations
Sometimes, a User might desire to generate a Report based on data not available in any of the provided grids within PCR-360, such as looking at all types of Service Desk Items than might have been created for one specific 'Service ID'. In these cases a User would need to build a view using Ad Hoc Grids to pull all of the desired fields up into the Report.
As a charged service, PCR can write Ad Hoc Grids for your Organization. Please reach out to our Help Desk to make such requests.