This documentation supports the 19.08 version of BMC Digital Workplace Advanced.

To view the latest version, select the version from the Product Version menu.

Reports and analysis of the enhanced service catalog

By using the Reports menu of BMC Digital Workplace Catalog, as a service catalog administrator, you can view reports that provide real-time insights into service popularity, accrued costing, and supplier performance metrics set in the service level agreement. You can also filter service requests, and view details of a selected service.

Reports overview

You can view the following reports onscreen in graphic format, or download them in CSV format:

  • Service Cost Report: Provides the total costs (currency or credit-based cost) of different services provided during a specific period. 


  • Service Level Agreement Report: Provides details such as the number of requests for different services, and the time taken to provide the SLAs for a specific period. 



  • Service Requests Report: Provides details of services, such as service name, company, service requested by, request ID, order ID, rating, and service status for a selected period.

    Note

    You can sort the Rating column. However, depending on the database type used with BMC Digital Workplace Catalog, you might see the following issue (regardless of descending or ascending order): If you re-sort the Rating column, requests with no rating appear first in the list followed by requests with ratings.

    To see details of a service request, double-click the table item (or select the item and then select Actions > Details). The Request Details panel displays the request details overview, responses to questions, survey rating, comments on a survey that has a rating, and error details a service request failed.

  • Service Trending Report: Provides the number of requests received for each service category along with the percentage of increase or decrease as compared to the previous period.




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Comments

  1. Leonard Warren

    I don't see an option to modify the list of fields on any of the displayed images. Is it possible to remove any columns that are not useful and to add any new ones? If so, how?

    Jan 13, 2020 01:53
    1. Lisa Greene

      Hello Leonard,

      Thank you for your comment and questions.

      At this time, you cannot remove or add columns to reports. To help you organize the data, you can sort the columns to group like items. On the Service Requests report, you can also filter the results.

      Regards,

      Lisa Greene

      Jan 21, 2020 11:31
  2. Leonard Warren

    The Service Request image is missing the Ratings column. Is that because satisfaction surveys were not enabled on the system, as I see it on the one I am using - 19.08?

    Jan 13, 2020 01:54
    1. Lisa Greene

      Thank you for the feedback. I updated the screenshot to show the Ratings column.

      Jan 21, 2020 11:32
  3. Leonard Warren

    How can we schedule the report to go out to someone else? I prefer not to grant permissions to those who do not required to create and manages services but want to see how well they are doing. Is this not possible? If yes, then how do we schedule the report?

    Jan 13, 2020 01:54
    1. Lisa Greene

      At this time, you cannot schedule a report to be sent to someone else. You can export the report to a CSV file and send the report manually.

      Jan 21, 2020 11:32