Creating a New Service Desk Report

‘Custom Reports’ allows you to generate customized service desk reports.

1. In 'Service Desk' window click 'Reports' > 'Custom Reports'. This displays the list of existing reports.

2. Project specific reports can be displayed by selecting the project from the ‘Project’ drop down list box.

3. Click 'ADD' to create a new report. This displays custom reports listing screen. All the reports that are created earlier will be listed in the screen.

4. To create a new report, click 'Add'. This displays the new report creation screen.

New Service Desk Report

Sr. No	File Name	Description
1	Project	Select the respective project for which the report is required.
2	Report Title	The title with which the report would be referred to.
3	Report Description	Brief description of the report to be created.
4	Report Template	Select the required service desk report template. Based on the template that is selected additional input parameters will be prompted for the report generation. Call Statistics – Select this template if a report of total requests/tickets needs to be displayed for a particular service desk parameter. Level One Filter: The field chosen will be displayed as one of the columns in the report. Level Two Filter: The field chosen will be displayed as one of the columns. Level Three Filter: The results will be filtered based on the fields selected here. Call Summary – This template displays the selected service desk parameters as columns. Context Filter: For the 'Call Statistics' and the 'Call Summary' reports, SapphireIMS provides a 'Context Filter'. This filter consists of fields like ‘Submitted By’, ‘Owner’, ‘Approval Manager’ etc. The report is displayed in the logged in user's 'My Dashboards' service desk home page with tickets where the logged in user satisfies the context filter condition. For example, if the logged in user's location is Bangalore, and context filter 'Location' is selected, the report is displayed only with tickets where the location is Bangalore Generate On: Select the ‘Last Modified Time’, ‘Submitted Time’ or 'Expected Closure Time' from the ‘Generate On’ drop down. This option works with the ‘Time Scale’ selected. Call Analysis - This template displays the call analysis with the following fields: Calls Logged -->No of calls logged in the time period Opening Balance -->No of calls pending to the previous day Calls Closed --> No of calls closed in the time period Closing Balance --> No of calls pending Trend Analysis - This template displays the trend of calls based on a time scale Pareto Analysis - Pareto Analysis is a type of reporting based on 80-20 rule i.e. 80% defects are caused by which 20% of consequences/causes. From this analysis, if we focus on 20% of the causes we would be able to address 80% of the issues/defects.
5	Time scale	The time scale for which the report needs to be generated. It can be ‘Built In’ or ‘Custom’ Note: Define the global settings variable 'Starting month of calendar year' to populate the 'Time Scale' drop down with quarters
6	Display in Home Page	Select the roles and users for whom the report has to be available in the service desk 'Home' tab >'My Dashboard' Note: The roles and users belonging to the selected project will only be displayed.
7	Access To	This lists the available roles/users in the SapphireIMS system. If no user is selected then by default the report would be available to the user who has created the report (based on the user login) If more than one roles/users are selected, then the report will be visible for the selected users.
8	Access Permission	Select the access type the roles/users need to be granted for this report. Multiple access types can be selected. Click ‘Add Access’ Note: Depending on the access types the users will be able to use the reports
9	Save	Saves the report
10	Cancel	Cancels the report creation process.

Scheduled Reports

Service desk reports created above can be scheduled to e-mail ‘Daily’, ‘Weekly’ or ‘Monthly’ to the roles/users with appropriate access.

1. Click the tab ‘Scheduled Reports’ to view the existing scheduled reports.

2. To schedule a report click ‘ADD’

3. Select the project to list its reports in the ‘Reports’ drop down

4. Click ‘Save’.

Notes:

1. For Query Builder type of reports, data can displayed as bar/stacked bar/trend

2. Scheduled reports can also be saved in the offline mode which means the notification mode will be off Line and the users with the access can view the reports when they login to the system