This documentation supports the 20.08 and consecutive patch versions of BMC Helix Business Workflows.

To view the documentation for the previous version, select 20.02 from the Product version menu.

Viewing reports

BMC Helix Business Workflows provides the Business Workflows Reports dashboard and Case Dashboard to view and manage reports. You can use various filters to view the reports in the dashboards, and hover your mouse pointer over the reports to view the details of the reports.

The following languages are not supported for reports:

  • Swedish
  • Dutch
  • Danish

The Business Workflows Reports dashboard consists of three tabs that contain the following reports:

  • Case reports—Monitor case performance, agents workload, service target status, efforts, and so on.
  • Knowledge reports—View information about knowledge articles such as author, status, support group, assignee, and so on.
  • Service Level Management reports for cases—Monitor the progress of a case.

The reports in this dashboard are useful to understand case-related, knowledge-related, and service level management reports.

The Case Dashboard consists of the following reports for cases:

  • Case Trend by Category—View cases based on categories for the selected time unit in an interactive multi-line time chart.
  • Cases by Priority—View cases based on priority in an interactive bar chart.
  • Case Statistics—View key metrics for cases.

The reports in the Case Dashboard provide information about case priorities, categories, and statistics. These reports are different from the reports that are available on the Case reports tab of the Business Workflows Reports dashboard.


Users can view reports only for those records to which they have access. For example, a case agent can view the reports of only those cases or knowledge articles that the case agent has read or write permissions.

The following table lists the actions that you can take to view reports:

Configure user groups to provide access to reports and understand how to view reports.Granting access to reports and viewing reports
View the reports that are available on the Case Dashboard.Case Dashboard
Understand the different case reports, filters that are available, and purpose of the reports.Case reports
Understand the different reports on knowledge articles, available filters, and purpose of the reports.Knowledge reports
Understand the different service level management reports, the filters that are available, and the purpose of the reports.Service Level Management reports for cases
Enable the display of dynamic fields for reports.Using dynamic data fields in reports

Best practice

We recommend that you do not edit an out-of-the-box report. Instead, you create a copy of the report and then modify it. This ensures that you do not lose your changes after an upgrade. For more information about custom reports, see Best Practices for Remedy Smart Reporting Open link .

Related topic

Creating custom reports and charts Open link

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