Reports help to the
track the performance of the helpdesk and service automation activities. You can take
printouts of reports or can export to PDF/XLS/CSV file formats. The
following actions can be done here.
To view the Scheduled reports that are created select Scheduled Reports from All requests box.
Generate Report from predefined report categories Reports
are grouped into various categories and the same are given below. Click
on the report category to display the default reports available in that
category. Then click on the desired report to generate the report. By
default the current week's report will be generated. To generate
reports for the desired period or to filter some parameters from being
included in the report click on Refine Search button on the generated
report page. You can also edit or delete the report. To edit
click on Edit link and to delete click on Delete link available below
the default report.
Delete Report Default reports cannot be deleted. Reports that are generated and saved can only be deleted. Click on Delete link below the report to delete.
Generate Custom Reports To generate custom reports click on New Custom Report link [Helpdesk and Service Automation-> Reports] and then
Enter the Report Title.
Select the report type as either Tabular Reports or Matrix Reports.
Select the desired module for which the report should be generated.
Then click on Proceed to Report Wizard button to configure the custom report.
Select the Display Columns. In some reports this field will be replaced with Grouping.
Display Columns
Select the desired columns from Available columns box and move to Display columns box.
If
you want you can change the order of the columns in the Display columns
box by selecting the desired column(s) and clicking on move up icon or move down
icon .
Grouping
Select either Simple to generate simple matrix report or Advanced tab to generate advanced matrix report.
The select the desired values for the fields under the tab.
Click on Next.
Configure the filter options. The request that satisfy the rules will be not be considered while generating reports.
Select the desired column and criteria.
Click on the Choose button to add the values.
Click on Add to Filter button to add this rule.
Select either Match ALL of the following (AND) to filter if all the rules are satisfied or Match ANY of the following (OR) to filter if any of the rule is satisfied.
Click on Next.
Select the column to group from Group by box.
Click on Next.
Select the Summary type.
Click on Next.
Select the Chart type from the Chart type box and also the select the corresponding fields.
Click on Run Report.
Generate Query Reports This option helps you to generate reports based on the query you have entered to collect the data form the database. You can view the query that is used for collecting data and generating report from show query option (available on the report generated page). From there you can copy the query, modify it here and can customize it. To generate query reports click on New Query Report click and then
Select the name of the module for getting Table Schema. The table
schema contains information about, how to join the tables.It has
different color code for different data type
Click on Get.
Enter the Query.
Enter the Report Title.
Logs will display the error messages if you provide any query.
Click on Run Report.
Schedule Reports This option allows you to schedule to generate reports and mail the same to the mentioned ID. To schedule reports click on New Scheduled Report link and then
Select any on of the schedule type and configure the date and time.
Generate Once: Report will be generated only once on the selected date and time.
Daily Report: Report will be generated daily from the selected date onwards at the selected time.
Weekly Report: Report will be generated only on the selected day(s) in the week at the selected time.
Generate Report: Report will be generated only on the selected date of the selected month(s) at the selected time.
Select the report to be scheduled from Report box. Note: If you are scheduling from Generated report page then this field will be selected accordingly by default.
Enter the email ID to whom the report has to be sent in the To field.
Enter the Subject and Message that has to be included while sending the message.
Click on Save to save the scheduled report.
All
the scheduled reports that are created will be listed under Scheduled
reports page. You can also edit or delete scheduled reports by clicking
on edit icon or delete icon .
Generated Reports Page The report that is generated will be displayed here. The generated report will contain the
fields that are selected while generating the report. To select the desired field click on Edit link. If you have
generated default report then the default fileds will be displayed. The
following actions can be done here.
Refine Search This option allows you to select the period for
which you want to generate the report. You can also enable filters. To configure redefine search click on Redefine search or click on move down icon .
Select the desired value in the Date Filter box.
Select the desired period from During box or select the From and To date by selecting the appropriate radio buttons.
Configure Advanced filtering.
Select the desired column and criteria.
Click on the Choose button to add the values.
Click on Add to Filter button to add this rule.
Select either Match ALL of the following (AND) to filter if all the rules are satisfied or Match ANY of the following (OR) to filter if any of the rule is satisfied.
Click on Run Report to generate the report.
Save Report This option helps you to save the save the report generated. To save a report click on Save Report as or Save Report link. Any one of the link will be displayed. Save Report as link will be displayed if you have generated default report. Save Report will be displayed if you have generated custom report. Then configure the following in the Save Report page.
Enter the Report Name.
Select either Every one to allow every one to view the report or Just me to allow only you to view the report.
Select the Save-in Folder i.e., under the report category which you want to save the report. If not click on Add New Folder link, enter the new folder name and click on Add button to create a new folder to save the report.
Enter the Description about the report.
Click on Save.
View Query This option enables you to view the query that is used to get the data from the database. To view the query click on Show Query link.
Export Report You can export the report to PDF/XLS/CSV formats. Click on the respective links or logos to export.
View Graph This option allows you to view the graph of the report. To view the graph click on Graph View link.
View Print Preview This option allows you to view the Print preview inorder to take printouts. To view the print preview click on Print Preview link.
or move down
icon 
.
or delete icon 
.
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