Creating cross-item reports

You can generate reports across items in the same container (such as workspaces). Only the containers for which you are authorized can be selected. For Shared reports, users' access to the report data will be limited in the same way, based on their assigned permissions. If you edit a cross-item report to remove any column, the existing filters will be reset, so instead, hide the columns and the filters will remain unchanged.

To create a cross-item report

  1. Click Service Analytics.
    The Service Analytics utility opens in a new window.
  2. Select New > Cross Item.
  3. In the Report Setup section:
    1. In the Record Type field, select an item.
    2. In the Title field, type a descriptive name for this report.
    3. (Optional) In the Description field, add any notes to explain the purpose of this report.
    4. (Optional) To allow other users to access this report, in the Report Visibility Is field, select Shared.
      If you accept the default of Private, no other users can access this report. If you select Shared, only users authorized with at least read-only rights to the selected workspace can view this report.
    5. (Optional) If you want this report to be available as a console widget, in the Make Available In field, select Consoles.
      The options in the Configurations and Filters sections vary based on your selections in the Report Setup section.
  4. In the Configurations section:
    1. (Optional) In the Saved Search field, select a search to find the data for this report or to create a new search, click the Create a new saved search link.
      When the search is saved, click the Refresh icon next to this field to update the list.
      For more information, see Using Advanced Search and saving searches.
    2. (Optional) In the Descriptions to include field, select whether to include All Descriptions, First Description, Last Description, or First and Last Description
    3. (Optional) To include data regardless of the Lifecycle reporting settings, select Include time spent regardless of status.
    4. In the Measurement Type field, select Clock hours.
    5. In the Available Fields list, select the check boxes for the fields that you want to include and from the Calculated Fields section, select the Total Lifetime Billing and Total Lifetime Time check boxes.
  5. Click Apply changes.
    After you remove a column, if you click Apply Changes, the filters that you have applied are reset unless you added a new column to the report.
  6. In the Filters section:
    1. In the Rows field, select a category for the data rows.
      For more information about defining filter criteria, see Defining filters for reports.
    2. (Optional) In the Columns field, select a format for the data columns.
      Do not select the same category as you selected for Rows. You cannot display the same data category both as a row and a column.
    3. (Optional) In the Values field, select a value.
    4. (Optional) In the Filter field, select a filter.
    5. (Optional) In the View field, select the report graphs that you want available to be displayed on the Dashboard.
  7. In the Table section, review the sample report or to review the most current data, click Refresh at the top of the page.
    Below the Table section, the available report formats appear for this type of report.
    Generally, there is a Chart format and one or two additional formats such as Heatmap.
    1. Review the formats to verify that your settings are returning the data you need.
    2. (Optional) In the format sections, select display options to change the default views.
    3. (Optional) Make additional changes to the report, click Apply Changes and review the updated results in the bottom sections of the page.
  8. When you have finished defining your report, click Save.

Related topics

Configuring reports

Editing reports

Deleting reports

Running reports

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