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Reporting on Service Desk

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Scheduling Reports with Perspectives

  1. Click the PerspectivesImage Modified button.

  2. Select the Perspective the schedule should be based off of, from the My Perspectives section of the form.

  3. Click the Schedule ReportImage Modified button.

  4. Set the Frequency, Next Run Date, File Type, and the emails to send that Report to the desired values and click theSchedule ReportImage Modifiedbutton.

Manually Running Reports

  1. Clicking the ReportImage Modified button on the desired grid view. 

  2. Configured the settings for the Report.

  3. Click the Generate ReportImage Modified button.

Excerpt

Service Desk Reports

Actions: A report displaying all Service Desk Actions.

Workflow: A report on all Service Desk Workflow. This report also includes:

  • Completed On Time: A yes or no value indicating whether the workflow was completed by the due date.

  • Reported Worked Time: The amount of time work was done on the workflow based on the work start and complete dates

  • Actual Worked Time: The amount of time work was done on the workflow based on when the workflow was created and completed.

  • Time On Hold: The amount of time the workflow was on hold.

SLA Metrics: A report on Service Desk SLA Metrics. Included metrics in the report include whether the Service Desk item was completed on time, whether the Workflow was completed on time and whether it was finalized on time.

SLA Workflow Metrics: This report displays Service Desk Workflow and includes columns that indicate if the workflow was completed on time, the Service Desk item was completed on time, and the Service Desk item was finalized on time.

Contacts: The contacts report displays information for each contact on a Service Desk item.

Cable: A report of the cabling items attached to Service Desk items.

Labor: A report of labor on Service Desk items.

Charges: A report of charges on Service Desk items.

Equipment: A report of equipment on Service Desk items.

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When a User manually runs a Report with the ReportImage Modifiedbutton, they have the ability to summarize the data using 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.

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When the Report is run, the header will contain the number of records found:

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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.

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