4.7 Reports
Online reporting provides Manager Users with a graphical snapshot of the overall performance of the Service Desk and its Users. The real-time Reports Module delivers easy access, and on-demand visual feedback that can be exported to Excel and PDF format.
4.7.1 Create a Report
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Select Reports> Report Type (e.g. Incident) sub-menu option
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Select a Process, if relevant
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Use the drop-down list to select the report required
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Enter the date range, if applicable
The default Start Date is the last day of the previous month.
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Refine parameters, if required
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Click Create to generate the report.
NOTE:The results are displayed as a chart and as a text table. They both can be exported as an Excel spreadsheet or as a PDF document.
4.7.2 Trend Reports
A Trend Report allows data to be compared over time to monitor patterns. This type of report is only available for Incident, Problem, Service and Change Requests.
To create a Trend report:
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Select Reports> Report Type (e.g. Incident) sub-menu option
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Use the drop-down list to select the required report
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Select the Trend checkbox
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If the trend data is available for the selected report, a drop-down field appears. Select a period for the data:
Date Ranges for Trend reports:
Day
Up to 14 days.
3 Days
Up to 30 days.
Week
Up to at least 10 weeks.
Fortnight
Up to at least 10 weeks.
Month
Up to at least 12 months.
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For Start Date, enter the start date or click on the calendar icon to define it within the calendar
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Enter the End Date or select it from the calendar
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Click Create.
