Customizing Activity reports

Activity reports are line graphs that show how many tickets were active for a specific period so that you can observe the activity at various points. For example, if you create a report about activity during a particular month, you might see how many tickets were created on each day, how many were closed on each day, and so on. This type of report allows you to see where activity spikes for different statuses.

Very large reports may be truncated

If you select a high granularity (such as Hour) but do not select a search to limit the amount of data returned, the system will create one column or row for every single hour that has passed since the ticket was created. For a two-year period, more than 17,000 entries would be generated. For this reason, the system may truncate the report data to prevent system issues.

You can safely select a one-hour granularity for up to one month of data or a one-day granularity for up to one year of data.

For this (and other) reasons, create a saved search that finds the data you want included in this report so it is available for you to select on the Report Definition page.

To define an Activity 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. The Count field shows how many reports have been defined for each category.
  2. Click New > Ticket Management > Activity.
    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.
    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 search is saved, click the Refresh icon next to this field to update the list.
    2. (Optional) In the Time Dimension Granularity field, select a time period, such as Week.
      When Dynamic is selected, only base metrics are reported.
    3. Click Apply changes.
  5. 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 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 selected report formats appear for this type of report.
    Generally, there is a Chart format. One or two additional formats may appear such as Heatmap.
    1. Review the formats to verify that your settings are returning the data you need.
    2. (Optional) To change the default views, select a different style in the Chart Style field.
    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

Editing reports

Configuring reports

Running reports

Customizing your Dashboard

Creating cross-item reports

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