Creating lifecycle comparison reports

You can create reports that show the differences between the number of tickets in one state versus another state, such as the differences between In Progress and Closed.

To create a lifecycle comparison report

  1. Click Service Analytics.
    The Service Analytics utility opens in a new window. A table listing the available reports appears at the top of the page.
  2. Click New and select Ticket Management > State1 vs. State2.
    The Report Settings page appears. The Report Type field is read-only.
  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. A confirmation message appears. Click OK.
    5. (Optional) If you want this report to be available as a console widget, in the Make Available In field, select Consoles.
      The next scheduled run date appears below this field. 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. To create a new search, click the Create a new saved search link. When the new search is saved, return to this report definition, click the Refresh icon next to the Saved Search field to update the list, and select the new search.
      For more information, see Using Advanced Search and saving searches.
    2. In the State 1 field, select the starting status that you want to include in the report, that is, select the status that occurs sooner in the ticket lifecycle.
    3. In the State 2 field, select the ending status that you want to include in the report, that is, select the status that occurs later in the ticket lifecycle.
    4. (Optional) In Custom Field Dimension, select a field to qualify the returned results.
    5. In the Assignment field, select Assignees.
    6. Click Apply Changes.
  5. In the Filters section:
    1. In the Rows box, 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 Status value.
    4. (Optional) In the Filter field, select a filter.
    5. (Optional) In the View field, select the report graphs that you want available for the displaying on the Dashboard.
  6. In the Table section, review the sample report. To review the most current data, click Refresh at the top of the page.
    Below the Table section, the available report formats appear for the selected type of report. Generally, the Chart format is available and perhaps 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.
  7. When you have finished defining your report, click Save.
    A confirmation message appears.

Related topics

Configuring reports

Editing reports

Running reports

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