3.8 Reports

The system online reporting provides Technician 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.

3.8.1 Create a Report

  1. Select Reports> Report Type (e.g. Incident) sub-menu option

  2. Select a Process, if relevant

  3. Use the drop-down list to select the report required

  4. Enter the date range, if applicable

    The default Start Date is the last day of the previous month.

  5. Refine parameters, if required

  6. 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.

3.8.2 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:

  1. Select Reports> Report Type (e.g. Incident) sub-menu option

  2. Use the drop-down list to select the required report

  3. Select the Trend checkbox

  4. 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.

  5. For Start Date, enter the start date or click on the calendar icon to define it within the calendar

  6. Enter the End Date or select it from the calendar

  7. Click Create.

The following Reports are available for business analysis: