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This documentation supports the 20.02 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 catalog administrator, you can view reports that provide real-time insights into service popularity, total cost, and supplier performance metrics based on the service level agreement (SLA). You can also filter service requests and view details of a selected service from the reports.

Internal service suppliers and service agents can see only the Service Requests report.

Report types

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

Satisfaction Survey

This report shows data regarding the completed service requests and the average rating that you have received for the services. From this report, you can find out the following information:

  • Service Requests column—How many times was a service requested.
  • Completed Surveys column—How many satisfaction surveys were completed for this service.
  • Reopen Requests column—How many times end users reopened the service.
  • Average Rating column—How end users rated a service. The average rating for the service is calculated based on the end-user responses to the predefined Rating question in the survey.

From this report, you can also drill down to the associated Service Requests reports details by selecting a service and clicking View Requests


(20.02.03 and later) To export the survey reports with survey questions and responses, select one or more reports from the list and click Export to CSV.

Service Costing

This report provides the total costs (currency or credit-based cost) of different services provided during a specific period.

Service Level Agreement

This report provides details such as the number of requests for different services and the provisioning time of SLAs. 

Service Requests

This report shows general information about services over a selected period. From this report, you can find out the following information:

  • Company column—What company the requester belongs to.
  • Requested By column—Who the service requester is.
  • Requested For column—Who the requested service is for.
  • Request Id column—The Request ID of the service request.
  • Order Id column—The Order ID of the service request.
  • Rating column—How the end user rated the service.
  • Status column—The status of the service request.
  • Submitted Date column—When the service was requested.

You can sort all the columns except for the Status column. 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 following additional request details:

  • Overview tab—The general details of the service request.


    Click View process to view details for a Service Request that is closed or completed.

    (20.02.03 and later) Click Restart process to restart a failed process. This option is not available for cases created in BMC Helix Business Workflows, fulfillment URLs, services that have external activities, and services that are parents in a dependent service that has child services in progress.

    End users will see their request transition from the Fault to In Progress status in the My Activity tab. If your end users have configured their status updates and notifications, they will also be notified when this status change occurs.

    The option to restart a service is not available in the following conditions:

    • Services for which fulfillment is set to External Link are not shown in the reports and cannot be restarted.
    • Services that are parents in a dependent service with child services in progress - For example, if an IoT Storage request is the child service and still in progress and the IoT Device request fails, it cannot be restarted. For more information, see Specifying dependent services.
    • Service requests auto-created when a BMC Helix Business Workflows agent creates a case. For more information, see Enabling automatic creation of service requests in BMC Helix Digital Workplace Advanced from cases Open link .
    If you are a BMC Helix subscriber (SaaS), the View Process Data is automatically purged periodically.  This does not have any functional impact on the application.

  • Request Details tab—The responses of the end user while submitting a request.
  • Survey Responses tab—The responses of the end user to the complex survey.
  • Comments tab—The comments on a service request.
  • Error Details tab—Error details if a service request failed.

Service Trending 

This report provides the number of requests received for each service category with the percentage of increase or decrease as compared to the previous period.

CSV format is not available for the Service Trending report.

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  1. Joel Bongard

    In the Section "Service Trending" the data is actually grouped by "Service Template" not "Service Category" (What would be way better).

    Aug 03, 2020 08:38
    1. Ravee Panjwani

      Thanks for your comment Joel Bongard. While the description matches the UI, I do see your point.

      Please confirm if you had an opportunity to raise this as a request with the BMC Customer Support team.


      Sep 22, 2020 03:22
  2. Joe Curry

    Why are most of these reports only available to Administrators? They would be useful for Internal Supplier Administrator and Internal Supplier, but they only get to see Service Requests, which with the limited filters isn't always that useful.

    Management teams love to be able to monitor things like service trends and customer satisfaction, but have absolutely no visibility of them.

    Jan 27, 2023 01:31
    1. Aaditi Lakade

      Hello, Joe Curry

      Thank you for your suggestion and insight. Did you get a chance to submit this idea to BMC Community

      Meanwhile, did you get a chance to look at the BMC Helix Digital Workplace dashboards here - You can also create custom panels in these dashboards if the OOTB data does not help your requirements. 



      Jan 27, 2023 06:56
      1. Joe Curry

        I will enquire if we have access to the DWP dashboards. I added it to the community but it seemed to be closed instantly with no notes:

        I noticed in the 20.08 documentation, there was a notice about access to reports, it would be beneficial to update this article with the same notice.

        Mar 09, 2023 03:50
        1. Aaditi Lakade

          Hello, Joe Curry

          Our product manager Karl-Anders Falk  has replied to your idea on the community page. Also, the 20.08 and 20.02 version of this topic is similar and all information related to reports access is retained. 



          Mar 10, 2023 01:28
  3. Patryk Switalski


    When searching for reports, more specifically Service Requests, should it allow to search for requests related to specific services? Now in our environment, when we look for request number, we are able to look for desired request, but when we would like to see all requests related to the same service, no results are found, or results are something completely unexpected. We are on version 21.3

    thanks, Patryk

    Jul 03, 2023 01:49
    1. Meenal Kulkarni

      Hello Patryk Switalski ,

      I have reached out to our engineering team with your query. I will let you know as soon as I have an answer from them.



      Jul 04, 2023 11:24
      1. Meenal Kulkarni

        Hi Patryk Switalski ,

        You should be able to search for requests of a given service by using the service name. If that does not work or not consistently, there might be a problem with the full text index search.

        Request you to please reach out to Customer Support to help resolve your issue.



        Jul 07, 2023 12:00
        1. Patryk Switalski

          Thanks for your feedback, we have opened the case with support team

          Jul 11, 2023 09:07