.png?Policy=eyJTdGF0ZW1lbnQiOlt7IlJlc291cmNlIjoiaHR0cHM6Ly9kemY4dnF2MjRlcWhnLmNsb3VkZnJvbnQubmV0L3VzZXJmaWxlcy84NjYvMjUxNC9ja2ZpbmRlci9pbWFnZXMvcXUvMjAyNS9JVFNNX0FQX3dlYmluYXJfd2ViaW5hcl8xMjAwWDE1MCgyKS5wbmciLCJDb25kaXRpb24iOnsiRGF0ZUxlc3NUaGFuIjp7IkFXUzpFcG9jaFRpbWUiOjE3NjU4MjI0NTh9fX1dfQ__&Signature=q1Yh4fH1-7VqjQZT7CCgRzY1sKf-9ZKbWwXBRhu9tmxCwGbcTYOHfFYQy5SYhp-r9SKyQZkgBcLA~5NvrDHw-u89oBvRCva80l~9hw07ytCnWwv5wQcegk2tEyxqiBTWCOWAddEA4J20M-rcHbJ1jxq-LK4TiTQ4jgDWmaZXW~C0iPp~3Z84ksOg5Oo2-9q5LcQKice3g9rOPfqPZojjyRdhG~IY5VPLfWL~xZ~WJqMuLGPAS6hCHUTnz1zYOWzm393is8ytySitQ~~itqS4w7XD0zE3u6SH0HK9b1-8QTgvMIkBQ2KBPJhW1axVI0n0bjGinDIxTilJmkhr5gooSw__&Key-Pair-Id=K2TK3EG287XSFC)
ServiceDesk Plus Cloud allows you to generate reports of the following types:
Tabular report: Displays data in tables. You can customize it by selecting columns, applying filters, grouping columns, adding summaries, and adding charts.
Matrix Report: Displays data in matrix format. You can customize it by choosing the matrix type, grouping columns, and applying filters.
Query report: This is a predefined report that displays data in table format. You can customize it only for date and time columns, like Created Time and Last Updated Time.
Scan report: Displays detailed inventory data based on scan time.
Summary report: Displays data as a brief summary. You can customize it by adding subreports or applying column filters. Helpdesk Reports:
The following are the various predefined default reports available across different modules.
These are detailed reports about the average response and resolution time of requests based on technicians or groups or SLAs. They present a comprehensive insight into the stats associated with a given request and generate appropriate reports accordingly.
This is a detailed report made available for a variety of request related activities. Some of them include FCR violated/ compliant requests, requests re-opened, request by update count and so on. Different reports can be viewed for various stats based on technicians or groups. Also, you can view the query report about the on-hold duration of requests.
They can be exported as an HTML file, PDF file, XLS file, and CSV file.
To save the report in a particular folder, click Save report as a button. This opens the Save Report page. Specify the Report Name and if you wish the report to be viewed by all select Every One (Public) reports. If you wish to view the report just by yourself (private), select Just Me button.
Select the Folder name from the Save-in-Folder combo box. If you wish to add a new folder click Add New Folder link.
Specify the Description of the report in the given text field and Save the details.
You can also schedule reports, view query and even mail these reports. These options are available for all the reports types under report title.
You get a graphical view as well as a tabular view of all open, closed, on-hold and resolved problems based on different parameters such as category, status, priority, impact, technician, and urgency.
Reports on Pending Problems
You get a graphical view as well as a tabular view of all open and on-hold problems based on different parameters such as category, priority, urgency and incidents counts.
Reports on Completed Problems
You get a graphical view as well as a tabular view of all closed problems based on different parameters such as category, priority, urgency, cost and incident counts.
Reports by All Changes
You get a graphical view as well as a tabular view of all approval, approved, completed, implementation, planning, rejected, release, requested, review and testing changes based on different parameters such as category, impact, status, change type, technician, time spent on change and priority.
Reports on Pending Changes
You get a graphical view as well as a tabular view of all pending changes such as approval, approved, implementation, planning, release, requested, review and testing changes based on different parameters such as category, priority, change type, urgency, incident counts and problem counts.
Reports on Completes Changes
You get a graphical view as well as a tabular view of all completed changes based on different parameters such as category, change type, priority, urgency, cost, incident counts and problem counts.
You can generate reports to determine the key performance indicators (KPIs) and metrics of the release management in your service desk. The application comes with built-in reports, which you can use to invoke a visual summary of your release requests in a click. On top of the default reports, you can build custom reports from scratch, in tabular and query formats, with a greater degree of advanced customization for a more precise, granular analysis of your release data. The reports come in many types and can be viewed in different visual graphs on demand.
The default reports can be generated for all releases, completed releases, and pending releases separately. These reports are further broken into reports by various release fields, including type, stage, priority, urgency, category, technician, delivery time, and more. You can access and run reports under the Reports module.
The reports can be printed, saved for later reference, exported into a variety of formatted files, and emailed to organization users or outsiders on demand. You can also schedule these reports to be auto-generated and delivered to your inbox at regular intervals.
These reports have been added to ensure that you keep track of every activity within your projects. By default, there are several tabular reports within the Project module such as reports on project status, project type, etc. Also, several query reports such as reports on cost violated projects, delayed projects, estimated cost vs actual cost, etc. can be found by default under the Project module in Reports. Use these reports to monitor your projects and stay updated all the time. You can also choose to create custom reports based on your specific needs. Go to the Reports tab on the navigation pane and click Reports on Projects to see all the default reports.
These reports provide information on the technician's time spent on requests and the cost per technician based on the time spent. You can group the report information based on category, department, requester, and technician attending to the request. The time spent report by a requester, gives you an idea on the cost per requester and the number of requests.
By default, the help desk reports will be created for the current week. You can choose any custom period of your choice or choose to create reports for last week or this month, or for just this day. All these reports can be used for analysis purposes. For example, the reports mapped against the parameter technician can be used to measure the technician responsiveness and load handling capability.
These reports provide you with summary details on the survey results based on various parameters. All these reports help in measuring the efficiency and effectiveness of the support team and taking respective corrective actions.
Under Survey reports you have:
Survey Overview Report
Gives you the overall ratings of each question in the survey based on the feedback of the users who took the survey. The ratings give you an idea about the value that is associated with the corresponding question. This report provides both tabular and graphic representation of the results.
Survey Results by Category Report
Has the survey information grouped based on the category? Against each category, the points gained by each survey question will be tabulated. Depending on the survey questions, this report will provide valuable information based on individual request categories.
Survey Results by Department Report
Has the survey information grouped based on the department from which the requests originated? The points for each question of the survey are mapped against the department name from where the request originated.
Survey Results by Level Report
Has the survey information grouped based on the level of requests? The points for each question of the survey are mapped against the level of the request for which the survey was sent.
Survey Results by Mode Report
Has the survey information grouped based on the mode of requests? The points for each question of the survey is mapped against the mode of the request for which the survey was sent. This also gives you an idea on the mode of request that is most frequently used to create a new request.
Survey Results by Priority Report
Has the survey information grouped based on the priority of the requests? The points for each question of the survey is mapped against the priority of the request for which the survey was sent.
Survey Results by Requester Report
Has the survey information grouped based on the individual requester? This helps you in finding out which requester has sent the maximum number of requests and any other information based on your survey questions. This will give you an idea of the users perspective and help you in deciding about the corrective actions that need to be taken to make the support team more efficient and effective.
Survey Results by Technicians Report
Has the survey information grouped based on individual technicians? Each survey question will carry some value and based on this value, the average value for the questions will be marked against the technicians. These points will enable you to objectively measure the technician's efficiency and effectiveness from the users perspective and take any corrective measures if required.
Computers by Domain report tell you the computers grouping based on domains. Thus you get to know the number of computers in each domain in your organization network.
Computers by Manufacturer report give you a high-level distribution view of the computers used by different manufacturers.
Computers by OS report give you an overview of the percentage of computers belonging to each type of operating system. Thus you will also know the different types of operating systems in use in your organization.
Computers by Processor Manufacturer report give you the graphical view as well as the tabular view of the computers by processor manufacturer. Thus it gives a count of all computers with processor vendor names used in the organization.
Computers by Processor Type report will give a tabular view of all processor types in each computer used in your organization.
Computers by Vendor report give a graphical as well as the tabular view of all vendors for each computer in your organization.
Computers with less than 256MB RAM and more than 256MB RAM provide a report of all computers in your organization with more than 256MB RAM and less than 256MB RAM.
Operating System by Region gives the list of workstations that are grouped under a particular region but are not yet assigned to any user or department. The list of computers is also displayed in the tabular form just below the graph.
Unassigned workstations by Domain give you the number of computers that are connected to the domains but are not assigned to any user or department or computer. The list of computers is also displayed in the tabular form just below the graph.
Servers with less than 512MB RAM give the report of all the servers in your organization with less than 512MB RAM.
Under software reports, Software Reports - Purchased Vs Installed software, Software by Category and Software by Manufacturer. Under software reports - purchased Vs Installed software you can view the list of all software purchased vs installed in each of the workstations in your organization. Under software by category, you can view the list of all software classified under the default software category. Under Software by Manufacturer, you can have the tabular view of all software used in your organization listed based on the manufacturer of the software.
Under audit reports, you have audit history by workstation, audit history by timeline, audit history by changes. The updated audit reports are available only by scanning the workstation. Audit history by workstation gives a complete report on the account of all actions taken place in a workstation. This provides a detailed report on both hardware and software details. Audit history by timeline gives a detailed overview of all actions taken place in a workstation for a specific period. By default, you can get only the current weekly report. Audit history by changes gives a complete report on all changes taken place in a workstation for the current week.
To get the audit report for previous weeks:
1. Click the Edit button. This opens Custom Reports.
2. From the Date Filter block-> select the Scan Date option from the combo box -> select the duration by clicking During combo box which provides you with the last week, last month, this month, this quarter, last quarter or yesterday options to generate reports. Alternatively, if you wish to generate reports for a specific time period then select the From and To radio button and select the dates from the calendar button.
3. Click Run Report.
Under resources reports, you have resources by product type, resources by vendor, resources types by site. Resources by product types give the graphical view as well as the tabular view of all the resources (assets) available for default and newly added product types. Resources by Vendor gives the graphical and tabular view of all the resources in the organization based on the vendor name. The name of the vendor will be in X-axis and the resource count will be in Y-axis. Resource Types by Site lists all the available resources in your organization distributed across each site of the company.
Under contracts reports, you have reports based on Active contracts, Contracts by Max value, Contracts by status, Contracts by vendor, Contracts by Types, and Expired contracts. You can also generate query reports on contracts grouped by site. Active Contracts shows all the open contracts in your organization in a graphical and tabular view. Contracts by Max Value shows all the contracts which costs above 1000$ will be displayed in both graphical and tabular views. Contracts by Status shows the list of all contracts with its status level such as open contracts, expired, expired in the last 30 days, expiring in next 7 days and expiring in next 30 days in a graphical and tabular view. Contracts by Vendor shows all the contracts with all status level but classified based on the vendor. Expired Contracts shows the list of all expired contracts in your organization.
Under purchases you have reports based on PO Vendors, PO by Ordered Date, PO by Required Date, PO by Status. You can also generate query reports for purchase orders based on site, vendor, order items, and approvers. Purchase orders by vendors give the graphical view and tabular view of all the approved, pending for approval, partially approved, closed, overdue, PO's due in next 7 days, PO's due in next 30 days purchase orders classified based on the vendor name. Purchase orders by ordered date give the graphical view and tabular view of all the approved, pending for approval, partially approved, closed, overdue, PO's due in next 7 days, PO's due in next 30 days purchase orders classified based on the ordered date. Purchase orders by required date give the graphical view and tabular view of all the approved, pending for approval, partially approved, closed, overdue, PO's due in next 7 days, PO's due in next 30 days purchase orders classified based on the required date.
Generate custom tabular reports for request maintenances and change maintenances.
You can also include the Maintenance column while generating request or change reports to identify if the request/change is created from maintenance. The maintenance column is rendered as True or False in the report.