Viewing reports

This topic describes the BMC HR Case Management reports that you can view by using the Reporting Console.

The following video (2:19) demonstrates the steps to generate reports for BMC HR Case Management:

 https://youtu.be/u8ObcUdYItg

To view BMC HR Case reports

  1. On the BMC HR Case Management home page, click the Actions tab.
  2. Click the Reporting Console menu.
    The BMC Smart Reporting application opens. 
  3. On the BMC Smart Reporting home page, click the Browse menu.
  4. In the Content section, select BMC Remedy Operational Reporting > HR Case Management .

You can view the following types of reports in BMC HR Case Management:

Type of reportDescription
Cases crosstab

This report in tabular format gives details of cases assigned to an individual or to a group.

 Click here to view the screenshot

Cases crosstab report of cases assigned to an individual or a group

Cases analysis by assigned group

This bar graph shows details of cases assigned to group. The X axis shows the assigned Groups, and the Y axis shows the number of cases. This report also includes the following pie charts:

  • Cases by communication channel pie chart analyses cases the workload of each communication channel (phone, email, or submitted by MyIT users)
  • Cases by tier pie chart shows the number of cases assigned to each HR group tier that helps in analyzing the workload of each group tier.
 Click here to view the screenshot

Overview of SLA statuses

This pie shows portion of cases that have one of the following statuses: in progress, met, missed, and warning.

 Click here to view the screenshot...

Cases per location

This pie chart shows cases as per the location where they are created. To view the percent value, hover the mouse over the corresponding section of the pie chart. If the site (location) is not specified for the case requester, all cases with no specified site are counted as cases with no site.

 Click here to view the screenshot

Report of cases created in various locations 

Cases SLAs by location

This bar graph and pie chart shows the status of SLAs of number of cases created in different locations. The X axis represents the locations and the Y axis represents the SLAs.

 Click here to view the screenshot

 Status of SLAs for cases created in different locations

Cases submission trend

This line graph shows how many cases were submitted during a selected period of time such as in a millisecond, second, minute, hour, day, week, month, quarter or year.

 Click here to view the screenshot

Report of cases created in a particular time period 

Cases by assignee

This bar graph gives details of cases assigned to HR personnel. The X axis represents the HR personnel and the Y axis represents the number of cases. The purpose of this graph is to identify cases that can be reassigned based on the workload of the HR personnel.

This report also includes a table with case details in the list view used for calculation in the interactive chart: record ID, priority, status, company, summary, assigned group, categorization, assigned individual, and date of creation.  You can view any case in BMC HR Case Management by clicking  Launch Case.  

Note

You cannot sort on any column in the table. By default, the columns are sorted in ascending order or alphabetical order and the rows are sorted in alphabetical order.

To generate this report, perform the following steps:

  1. On the BMC HR Case Management home page, click Actions > Reporting Console.
  2. On the BMC Remedy Smart Reporting tool, click Browse > BMC Remedy Operational Reporting > HR Case Management > Cases by Assignee.
  3. In the Filter List, specify the filter criteria:
    1. In Assigned Groups, select one or more assigned groups by clicking  icon.
    2. (Optional) In Case Status, select one or more case statuses by clicking icon.
    3. (Optional) In the Case Creation Date calendar, specify the from and to time period when the cases were created by clicking icon .
  4. Click .
    The Cases by Assignee report is displayed.

    Note

    When filtering cases in the Filter List, the cases are filtered from top to bottom order.
    For example, if you select an assigned group in the Assigned Groups filter (top filter), only those case statuses that are available for the selected assigned group are displayed for further filtering in the Case Status filter (bottom filter).

 Click here to view the screenshot

 

Cases by assigned group

This bar graph gives details of cases assigned to a group. The X axis represents the assigned group and the Y axis represents the number of cases. The purpose of this graph is to get an overall view of the distribution of workload across groups.

This report also includes a table with additional details about the cases, such as record ID, priority, status, company name, summary, assigned individual and date of creation. You can view any case in BMC HR Case Management by clicking  Launch Case.  

Note

You cannot apply custom sorting to the columns and rows in the table. By default, the columns are sorted in ascending or alphabetical order, and the rows are sorted sequentially in the following order:

  1. Company Name = alphabetical
  2. Assigned Group = alphabetical
  3. Status
  4. Priority.

To generate this report, perform the following steps:

  1. On the BMC HR Case Management home page, click Actions > Reporting Console.
  2. On the BMC Remedy Smart Reporting tool, click Browse > BMC Remedy Operational Reporting > HR Case Management > Cases by Assigned Group.
  3. In the Filter List, specify the filter criteria:
    1. In Assigned Groups, select a site by clicking icon.
    2. (Optional) In Case Status, select one or more case statuses by clicking icon.
    3. (Optional) In the Case Creation Date calendar, specify the from and to time period when the cases were created by clicking  icon .
  4. Click  .
    The Cases by Assigned Group report is displayed.

     Click here to view the screenshot

Cases by location

This bar graph gives details of cases created at a particular location. The X axis represents the locations and the Y axis represents the number of cases. The purpose of this graph is to get an overall view of the distribution of cases at a given location.

This report also includes a table with additional details about the cases, such as record ID, priority, status, company name, summary, assigned individual and date of creation. You can view any case in BMC HR Case Management by clicking Launch Case. 

Note

You cannot apply custom sorting to the columns and rows in the table. By default, the columns are sorted in ascending or alphabetical order, and the rows are sorted sequentially in the following order:

  1. Company Name = alphabetical
  2. Assigned Group = alphabetical
  3. Status
  4. Priority.

To generate this report, perform the following steps:

  1. On the BMC HR Case Management home page, click Actions > Reporting Console.
  2. On the BMC Remedy Smart Reporting tool, click Browse > BMC Remedy Operational Reporting > HR Case Management > Cases by Assigned Group.
  3. In the Filter List, specify the filter criteria:
    1. In the Site Name field, select one or more sites by clicking icon.
    2. (Optional) In Case Status, select one or more case statuses by clicking icon.
    3. (Optional) In the Case Creation Date calendar, specify the from and to time period when the cases were created by clickingicon .
  4. Click  .
    The Cases by Location report is displayed.

     Click here to view the screenshot

    Note

    The site info is automatically synchronized with the user profile of a case creator. If site is not specified in the user profile, all cases belonging to this case requester are treated as cases with "No Site".

    The Site Name filter in the Filter List box displays sites mapped to cases from case creator profiles, and "No Site" filter representing a filter for the rest of cases having no site specified.

Cases by SLA statuses

This pie chart gives details of the proportion of cases with pending (marked as yellow), met (marked as green), missed (marked as red), and in-progress (marked as blue) SLA statuses. You can generate a new report based on the filter criteria.

This report also includes a table with additional details about the cases, such as record ID, priority, status, company name, summary, assigned individual, assigned group, date of creation, SLA status, S:A start date, SLA end date, and SLA total time. You can view any case in BMC HR Case Management by clicking Launch Case. 

Note

You cannot apply custom sorting to the columns and rows in the table. By default, the columns are sorted in ascending or alphabetical order, and the rows are sorted sequentially in the following order:

  1. Company Name = alphabetical
  2. Record ID = alphabetical
  3. Priority = ascending
  4. Status = ascending

To generate this report, perform the following steps:

  1. On the BMC HR Case Management home page, click Actions > Reporting Console.
  2. On the BMC Remedy Smart Reporting tool, click Browse > BMC Remedy Operational Reporting > HR Case Management > Cases by SLA statuses.
  3. In the Filter List, specify the filter criteria:
    1. (Optional) In the Assigned Group, select one or more assigned groups by clicking the icon.
    2. In the Case Status, select one or more case statuses by clicking icon.
    3. In the SLA Status, select one or more SLA statuses by clicking icon.
    4. (Optional) In the Case Creation Date calendar, specify the from and to time period when the cases were created by clicking icon .
  4. Click .
    The Cases by SLA statuses report is displayed.

Note

When filtering cases in the Filter List, the cases are filtered from top to bottom order.
For example, if you select an assigned group in the Assigned Groups filter (top filter), only those case statuses that are available for the selected assigned group are displayed for further filtering in the Case Status filter (bottom filter).

 Click here to view the screenshot

 

Completed tasks by assignee

This bar graph gives details of completed tasks by an HR agent. The X axis represents the HR agent and the Y axis represents the completed tasks.

This report also includes a table with additional details about the cases, such as record ID, company name, assigned individual, assigned group, date of creation, and description. You can view any case in BMC HR Case Management by clicking Launch Case.

Note

You cannot apply custom sorting to the columns and rows in the table. By default, the columns are sorted in ascending or alphabetical order, and the rows are sorted sequentially in the following order:

  1. Company Name = alphabetical
  2. Assigned Group = alphabetical
  3. Assigned individual
  4. Create date

To generate this report, perform the following steps:

  1. On the BMC HR Case Management home page, click Actions > Reporting Console.
  2. On the BMC Remedy Smart Reporting tool, click Browse > BMC Remedy Operational Reporting > HR Case Management > Completed tasks by assignee.
  3. In the Filter List, specify the filter criteria:
    1. In the Assigned Group, select one or more assigned groups by clicking the icon.
    2. In the Case Creation Date calendar, specify the from and to time period when the cases were created by clicking icon .
  4. Click .
    The Completed tasks by assignee report is displayed.

 Click here to view the screenshot

 

Solution efficiency by tier–weekly

This line graph shows the efficiency of the selected solution by tier type on a weekly basis. The X axis represents the week number when the solution was applied and the Y axis represents the number of times the selected solution was applied in closed or resolved cases.

This report also includes a table that represents the data in the line graph in tabular format.

To generate this report, perform the following steps: 

  1. On the BMC HR Case Management home page, click Actions > Reporting Console.
  2. On the BMC Remedy Smart Reporting tool, click Browse > BMC Remedy Operational Reporting > HR Case Management > Solution Efficiency by Tier -Weekly.
  3. In the Filter List, specify the filter criteria:
    1. In Solution Name, select a solution by clicking the icon.
    2. In the Case Creation Date calendar, specify the from and to time period when the cases were created by clicking icon .
  4. Click .
    The Solution Efficiency by Tier -Weekly report is displayed.

     Click here to view the screenshot

     

Solution Efficiency by Tier–Monthly

This line graph shows the efficiency of the selected solution by tier type on a monthly basis. The X axis represents the week number when the solution was applied and the Y axis represents the month when the selected solution was applied in closed or resolved cases.

This report also includes a table that represents the data in the line graph in tabular format.

To generate this report, perform the following steps:

On the BMC HR Case Management home page, click Actions > Reporting Console.

  1. On the BMC Remedy Smart Reporting tool, click Browse > BMC Remedy Operational Reporting > HR Case Management > Solution Efficiency by Tier -Monthly.
  2. In the Filter List, specify the filter criteria:
    1. In Solution Name, select a solution by clicking theicon.
    2. In the Resolution Date calendar, specify the from and to time period when the cases were created by clicking  icon .
  3. Click  .
    The Solution Efficiency by Tier–Monthly report is displayed.

     Click here to view the screenshot

     

Solution Efficiency by Tier–Quarterly

This line graph shows the efficiency of the selected solution by tier type on a quarterly basis. The X axis represents the week number when the solution was applied and the Y axis represents the quarter when the selected solution was applied in closed or resolved cases.

This report also includes a table that represents the data in the line graph in tabular format.

To generate this report, perform the following steps:

On the BMC HR Case Management home page, click Actions > Reporting Console.

  1. On the BMC Remedy Smart Reporting tool, click Browse > BMC Remedy Operational Reporting > HR Case Management > Solution Efficiency by Tier -Quarterly.
  2. In the Filter List, specify the filter criteria:
    1. In Solution Name, select a solution by clicking the icon.
    2. In the Resolution Date calendar, specify the from and to time period when the cases were created by clicking  icon .
  3. Click .
    The Solution Efficiency by Tier–Quarterly report is displayed.

     Click here to view the screenshot

     



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