Creating reports

The following video (2:35) presentation provides an overview of Reporting.

To create a report


In version 12.0.01, the Workspace Item was renamed to Record Type and expanded to include any item defined in your system. The options that apply only to workspace ticket items have been identified in the steps below.

  1. Click Service Analytics (at the top right corner of the window).
    The Service Analytics utility opens in a new tab.
  2. From the table listing the available report types, expand the Ticket Management entry to view the nine types of reports available in that category.
  3. Click New and select the type of report you want to define.


    You can select the Custom option to create a report and configure all of the settings yourself, but there are many report formats already available for specific types of reports that you can configure quickly.

  4. 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 and click OK.
      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 widget that can be displayed in consoles, in the Make Available In field, select Consoles.
      The options in the Configurations and Filters sections will vary based on your selections in the Report Setup section.
  5. 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 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. (Reports onTicket items only) From the Descriptions to include field, select an appropriate option.
      If you select the First and Last Description option, to ensure that the Description field values are included in the report, from the Available Fields list, you must select the Description field from the Calculated Fields section.
      The descriptions appear at the bottom of each record's row, in order from oldest to newest. By default, the contents of these fields are wrapped to fit within the displayed width of the report column.
    3. (Reports on Ticket items only) To include the time spend regardless of status, select Include time regardless of Status.
      This setting ignores the lifecycle time measurement settings defined for the selected item.
    4. (Activity type reports only) In the Time Dimension Granularity field, select a time period, such as Week.
      When Dynamic is selected, only base metrics are reported.
    5. For reports on Ticket items only, in the Measurement Type field, select whether to use Work hours or Clock hours.
    6. In the Field Selections to Display in Report section, in the Available Fields list, select the fields that you want included in the report.
      You can select from fields in other containers (CIs or contacts) that are linked to the record type on which you are basing this report (as selected in the Record Type field earlier). For example, if the Ticket item you selected is linked to a Contact item in an address book, the fields from the Contact item are shown in the Field Selections list.
      As you select fields, they appear in the Selected Fields list. When you select Age of Ticket, the value appears in hours on the report.


      For reports on Ticket items only, if you select Description in the Calculated Fields section of the Available Field list, a Description field appears in the report that links the descriptions entered on the ticket for the selected date range.

    7. Click Apply changes
      After you remove a column, if you click Apply Changes, the filters that you have applied are reset. However, the filters are retained if you have added a new column to the report. The Filters, Table, and Chart sections are refreshed based on their new changes. Any changes made earlier in this editing session are lost if you did not save them. 
  6. In the Filters section:
    1. In the Rows field, select a category for the data rows.
    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.
    6. Depending on the type of report you are defining, different options will appear. For more information, see Defining filters for reports.
  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.

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