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Accessing predefined reports

The ability to report on data in BMC Remedyforce is a key tool for management. BMC Remedyforce provides a variety of predefined reports to give you quick access to information. You can use the Reports tab to view, create, edit, and export these reports. If the predefined reports return more information than you need, you can manage the scope of the report by customizing it. For more information, refer the following topics: 

To access predefined reports

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Create Dashboards and Reports tile, and from the drop-down menu select Reports & Dashboards (Salesforce).
  3. From the Folders list, select BMC Remedyforce.
  4. In the Name column, click the required report to view the report.

To view more than five records in the CMDB Dashboard reports 

By default, out-of-the-box CI-related report in the BMC Remedyforce CMDB dashboard show top five records. Based on your requirements, you can customize the reports to displays more than five records.

  1. On the BMC Remedyforce CMDB Dashboard, click Edit.
  2. For the report for which you want to add more records, click .
  3. In the Maximum Values Displayed field, enter the number of records that you want to view in the report.
  4. Click OK.
  5. On the BMC Remedyforce CMDB Dashboard, click Save.

Types of predefined reports 

Data integrity reports

 Click to view reports
Report nameDescriptionObject nameReport type
Remedyforce Configuration Data Integrity

Lists active template, suggested owner, service level agreement (SLA), and request definition records that reference data in other objects that has been deleted, modified, or marked as inactive. The report groups these impacted records by the Scan ID field. The report displays impacted records that are found in the current and last scans.

For information about how the data in this report is generated, see Verifying configuration data integrity.

Data Integrity Information

Data Integrity Information

Incident management reports 

 Click to view reports
Report nameDescriptionObject nameReport type
Incidents by Priority

Displays a Vertical Column Chart of all the incidents categorized based on priority. The report also displays the incident urgency and impact.

Incident









Incidents
















Incident Resolution Average Time

Displays a Vertical Column Chart that lists all the incident types based on the average resolution time.

If you want to generate a report to display the average number of incidents closed daily by a staff member on a defined date range, perform the following:

  1. Open the Incident Resolution Average Time report and click Customize.

  2. From the Drag and drop to add fields to the report section of the Incident Resolution Average Time page:

    1. Drag the Closed Date field to the Drop a field here to create a grouping section.

    2. Drag the Staff field to the Drop a field here to create a grouping section.

  3. On the top of the Incident Resolution Average Time page:

    1. From the Date Field drop-down menu, select Closed Date.

    2. From the Range drop-down menu, select the required date range option.

  4. Click Save

  5. Click Run Report.

Incidents with a First Call Resolution

Displays a Pie Chart that lists the number and percentage of all the incidents that are resolved with a first call made to the Service Desk staff.
To generate this report, you must select the First Call Resolution field for incidents that are resolved and closed on the first call.

Note: The First Call Resolution field is not available on the New Incident page by default. You must add the First Call Resolution field to the appropriate field set. For more information, see Customizing forms for the Remedyforce Console tab.

Closed Incidents by QueueDisplays a Pie Chart that lists all the closed incidents and their percentage based on the owner field. 
Incidents Assigned More than TwiceDisplays a Vertical Column Chart of all the incidents and their percentage which have been assigned more than twice.
Priority 1 and 2 Incidents by StatusDisplays a Pie Chart that lists all the priority 1 and priority 2 incidents and groups those by the status field.
Open Incidents by OwnerDisplays a Vertical Column Chart of all the open incidents based on the owner field.
Incidents with Incorrect Assignment

Displays a Pie Chart that lists the number and percentage of all the incidents with incorrect assignment.
To generate this report, you must select the Incorrect owner check box for incidents that are incorrectly assigned.

Note: The Incorrect owner check box is not available on the New Incident page by default. You must add the Incorrect owner check box to the appropriate field set.

Incidents with Incorrect Category

Displays a Pie Chart that lists the number and percentage of all the incidents with incorrect category field.
To generate this report, you must select the Incorrect category check box for incidents with incorrect category field.

Note: The Incorrect category check box is not available on the New Incident page by default. You must add the Incorrect category check box to the appropriate field set.

Incidents Resolved Remotely

Displays a Pie Chart that lists the number and percentage of all the incidents resolved remotely, without the need for site visit.
To generate this report, for incidents resolved remotely and without the need for site visit, select Resolved remotely, without the need for site visit from the Closure Category drop-down menu of the Close Incident window.

Incidents per CategoryDisplays a Pie Chart of the categories that are in use by open incidents and the usage percentage of these categories. The pie chart lists the number of incidents that were created for each category. The report also lists all open incidents that were created for each category and groups them by the Category field.
Clients 2.0

Displays a Vertical Column Chart of the number of open incidents for each client. The report also lists the number of open incidents that were created for each client.

Note: The 2.0 version supports users, contacts, and leads as clients.

Priority 1 IncidentsLists all open incidents that have a priority of 1.
Incidents Closed Before Due Date

Lists all closed incidents and describes whether each incident was closed before the Due Date.

Note: This report supports users, contacts, and leads as clients.

Total Time Spent Per Incident 2.0

Lists all closed incidents with the total amount of time taken to resolve each incident. The closed incidents and the total amount of time spent in resolving these incidents are listed for each account. The total amount of time taken to resolve each incident is calculated from the Total Duration field in the Supporting Information section of the Incident form.

Note: The 2.0 version supports users, contacts, and leads as clients.

Incident Feedback Survey Report

Displays a Pie Chart or Tabular chart of the feedback of the closed incidents. Lists all incidents that were closed by a particular date and groups them by the Feedback field.

Tasks by Staff 2.0

Lists all open tasks that are assigned to each staff member.

Note: The 2.0 version supports users, contacts, and leads as clients.

TaskTasks

Change management reports

 Click to view reports
Report nameDescriptionObject nameReport type
Changes by CategoryLists all open change requests that were created for each category and groups them by the Category field.Change RequestChange Requests
Changes by CI ClassLists all open change requests that were created for each class in the data model and groups them by the Class Name field. The report also lists the configuration items linked to each change request.

Change Request

Change CI Link

Configuration Item

Change Requests with Change CI Links and Base Elements

Problem management reports

 Click to view reports
Report nameDescriptionObject nameReport type
Problems by CategoryLists all open problems that were created for each category and groups them by the Category field.ProblemProblems
Problems by CI ClassLists all open problems that were created for each class in the data model and groups them by the Class Name field. The report also lists the configuration items linked to each problem.

Problem

Problem CI Link

Configuration Item

Problems with Problem CI Links and Base Elements
Problems by Client 2.0

Lists all open problems that were created for each client and groups them by the Incident: Client Name field. 

Note: The 2.0 version supports users, contacts, and leads as clients.

Problem

Incident Problem Link

Incident

Problems with Incident Problem Links and Incidents

Service level management reports

 Click to view reports
Report nameDescriptionObject nameReport type
SLA Attainment % by Service – ChangesLists all business services, their agreements, service target transactions that are met and missed for change request records, and groups them by the Business Service Name field. The report also lists the percentage of service target transactions that are met and missed for each agreement.Change Request Service Targets

SLA Attainment by Change Request

SLA Attainment % by Service – IncidentsLists all business services, their agreements, service target transactions that are met and missed for incident records, and groups them by the Business Service Name field. The report also lists the percentage of service target transactions that are met and missed for each agreement.Incident Service TargetsSLA Attainment by Incidents
List of Business Services 2.0

Lists all business services and the following details about each business service:

  • Service Name
  • Description
  • Parent Service
  • Service Owner: Full Name
  • Start Date
  • End Date
  • Service Review Date
  • Inactive
  • Service hours: Business Hours Name

To configure the columns or field values that you want to see in the report, configure those fields in the Business Service field set in the Base Element object.

Business ServicesList of Business Service 2.0
No. of Clients for each ServiceDisplays a Pie Chart of the total number of clients for each business service. The pie chart lists the number of clients of each business service. The report also lists all the clients of each business service and groups them by the Business Service Name field.

CI Client Link

Base Element

CI Client Link with Base Element
Services by AccountDisplays a Pie Chart of the total number of business services for each account. The pie chart lists the number of business services of each account. The report also lists all the business services of each account, the clients of each account and their linked business services, and groups them by the Account field.

CI Client Link

Base Element

CI Client Link with Base Element
Outage Hours based on Business Hours

Displays a Bar Chart of the number of incidents for each business service. The report also lists the number of incidents for each business service with outage data, calculates the outage hours, and groups the incidents by the Business Service Name field The outage hours are calculated by using the business hours that are configured for the service that is linked to an incident. If you delete the values in the Outage Start and Outage End fields in an incident record, the report does not display the incident record.

The report displays the following information about each incident of the business service:

  • Incident #
  • Outage Start
  • Outage End
  • Actual Outage Time (Min)
  • Actual Outage Time (Hours)
  • Total Outage Hours
IncidentIncidents
SLA Milestone History- ChangesLists all milestones and actions that were performed when the milestone occurs for change request records and groups them by each change request. The report also lists the actions, actions created date, milestone conditions, milestone status, and whether an error occurred while performing the action.SLA Milestone Change HistorySLA Milestone Change History
SLA Milestone History- IncidentsLists all milestones and actions that were performed when the milestone occurs for incident records and groups them by each incident. The report also lists the actions, actions created date, milestone conditions, milestone status, and whether an error occurred while performing the action.SLA Milestone Incident HistorySLA Milestone Incident History

Service request management reports

 Click to view reports
Report nameDescriptionObject nameReport type
Services Associated with a Vendor 2.0

Lists all services that are associated with a vendor and groups them by the Vendor field.

If you are using BMC Remedyforce 20.14.01 or later or you have upgraded to CMDB 2.0, use this report. If you are using CMDB 1.0, use the Services Associated with a Vendor report. To configure the columns or field values that you want to see in the report, configure those fields in the Business Service field set in the Base Element object.

Base ElementBase Elements
Service CatalogLists all services and their service request definitions and groups them by the Service field.Request DefinitionRequest Definitions
Service Request Input DetailsLists all service requests, their service request definitions, input questions, and the values entered in the input questions.

Incidents

Request Details

Request Detail Inputs

Service Request Input Details
Service Request Fulfillment ReportLists all service requests and describes whether each service request was closed before the Due Date. It groups them according to whether the service requests were compliant and the percentage of service requests that were compliant. Service requests are compliant if they are fulfilled before the Due Date.Incidents Request DetailsService Request Details
Service Request Cost ReportingLists all closed service requests, their service request definitions, requested quantity, cost, and price. It also calculates and displays the total delivery cost and total customer price for each service request depending on the requested quantity. It also displays the grand total of the cost and price of all service requests.Incidents Request DetailsService Request Details

Knowledge article reports

 Overview of the Knowledge Articles Usage report

As a system administrator, you can use the Knowledge Articles Usage report to review the usage trends of the knowledge articles. You can analyze which knowledge articles are most used by staff members and Self Service users. You can define the high, medium, and low ranges for the Usage by Staff and Usage in Self Service columns in the Knowledge Article Usage report. The following table lists the default values for each range.

ColumnRangesDefault values for ranges
Usage by StaffThe ranges (High, Medium, and Low) for this column are based on the
total number of times staff members link a knowledge article to any record (incident, change, and problem).

Low: 0 to 10

Medium: 11 to 50

High: Greater than 50

Usage in Self Service

The ranges (High, Medium, and Low) for this column are based on the

total number of times the knowledge article has met the needs of Self Service users.

 

You can update the range by using the defined bucket fields in the report. For more information, see Salesforce Help   

The following table describes the columns that are available in the Knowledge Articles Usage report, and the fields that are used to display the values in each column.

Column nameColumn descriptionField used to display values in the column
Knowledge Article: Article IDDisplays the knowledge article ID.Article # (Article_Number__c)
Article TypeDisplays the type of the knowledge article. For example, FAQ.Article Type (Article_Type__c)
TitleDisplays the title of the knowledge article.Title (Title__c)
CategoryDisplays the category of the knowledge article. For example, Hardware.Category (FKCategory__c)
Usage by StaffDisplays the usage range (High, Medium, or Low) for the knowledge article, based on the total number of times staff members link a knowledge article to any record (incident, change, and problem).Usage by Staff (Bucket field in the report)
Used by Staff #Displays the total number of times staff members link a knowledge article to any record (incident, change, and problem).

Used by Staff # (Used_by_Staff__c) The count for this field is a total of the count for the following fields:

  • Used by Staff Members #(Used_by__Staff__Members__Count_c) This field provides information about the number of times staff members link a knowledge article to any incident record.
  • Used in Change # (Used_in_Change__c) This field provides information about the number of times staff members link a knowledge article to any change record.
  • Used in Problem # (Used_in_Problem__c)

This field provides information about the number of times staff members link a knowledge article to link any problem record.

Usage in Self ServiceDisplays the usage range (High, Medium, or Low) for the knowledge article, based on the total number of times the knowledge article has met the needs of Self Service users.Usage by Self Service (Bucket field in the report)
Used in Self Service #Displays the total number of times the knowledge article has met the needs of Self Service users

Used in Self Service # (Used_Count_c) The count for this field is updated only if the value of the following fields is TRUE:

  • Did this article meet your need?(Issue__c) This field provides information about whether the knowledge article met the needs of Self Service users.
  • Is Client Feedback (isClientFeedBack__c)

This field provides information about whether the feedback is from Self Service users.

Viewed in Self Service #Number of times the knowledge article is viewed in Self Service.Viewed in Self Service # (View_Count__c)
 Click to view reports
Report nameDescriptionObject nameReport type
Incidents Closed by Knowledge ArticlesLists the incident details that could be closed using a knowledge article.

Incidents

Knowledge Incidents Link

Incident with Knowledge Article Link
Knowledge Article Rating by ClientLists the number of times each rating is given to knowledge articles by Client users of Self Service.

Knowledge Article

Knowledge Feedback

Knowledge Articles with Knowledge Feedback
Knowledge Article Rating by StaffLists the number of times each rating is given to knowledge articles by Staff members.

Knowledge Article

Knowledge Feedback

Knowledge Articles with Knowledge Feedback
Knowledge Articles FeedbackDisplays the feedback received for knowledge articles from staff members and clients of Self Service. For more information, see Overview of the Knowledge Articles Feedback report.

Knowledge Article

Knowledge Feedback

Knowledge Articles with Knowledge Feedback

Knowledge Articles by StatusDisplays a Pie chart of the total number of knowledge articles for each status. The report displays the knowledge articles for each status of knowledge article grouped by status.Knowledge ArticleKnowledge Articles
Knowledge Articles by TypeDisplays the number of knowledge articles for each type of knowledge article. The report displays the knowledge articles for each knowledge article type grouped by knowledge article type.Knowledge ArticleKnowledge Articles
Most Used Knowledge Articles by ClientLists the number of times a knowledge article is used by Clients of Self Service.Knowledge ArticleKnowledge Articles
Most Used Knowledge Articles by Staff

Lists the number of times a knowledge article is used by Staff members.

Note: In BMC Remedyforce 20.14.02, the Used by Staff members # column in this report has been replaced with the Used by Staff # column. 
The Used by Staff members # column provided information about the number of times staff members linked a knowledge article only to incident records. The Used by Staff # column now provides information about the number of times staff members link a knowledge article to incident, change, and problem records.

Knowledge Article

Knowledge Articles
Knowledge Articles UsageLists the number of times a knowledge article is used by staff members and clients of Self Service. For more information, see Overview of the Knowledge Articles Usage report.Knowledge ArticleKnowledge Articles
 Overview of the Knowledge Articles Feedback report

As a system administrator, you can use the Knowledge Articles Feedback report to identify all the knowledge articles that have received feedback, and review the comments to update them. The following table describes the columns that are available in the Knowledge Articles Feedback report, and the fields that are used to display the values in each column.

Column name

Column descriptionField used to display values in the column
Comments

Contains the comments received from staff members and Self Service users.

Comments (Feedback__c)
Rating

Displays the rating given by Self Service users or staff members while submitting feedback on the knowledge article. For example, Not Helpful.

Rating (Rating__c)

Is Client Feedback

Provides information about whether the feedback is received from Self Service users.

Is Client Feedback (isClientFeedBack__c)

Used by Staff #

Displays the total number of times staff members link a knowledge article to any record (incident, change, and problem).

Used by Staff # (Used_by_Staff__c) The count for this field is a total of the count for the following fields:

  • Used by Staff Members #(Used_by__Staff__Members__Count_c) This field provides information about the number of times staff members link a knowledge article to any incident record.

  • Used in Change #(Used_in_Change__c) This field provides information about the number of times staff members link a knowledge article to any change record.

  • Used in Problem #(Used_in_Problem__c)

This field provides information about the number of times staff members link a knowledge article to link any problem record.

Used in Self Service # 

Displays the total number of times the knowledge article has met the needs of Self Service users.

Used in Self Service #(Used_Count_c) The count for this field is updated _only if the value of the following fields is TRUE:

  • Did this article meet your need? (Issue__c) This field provides information about whether the knowledge article met the needs of the Self Service users.
  • Is Client Feedback(isClientFeedBack__c) This field provides information about whether the feedback is from Self Service users.
 This field provides information about whether the feedback is from Self Service users.
Total Usage #

Displays the total count for the following:

  • Number of the times staff members link the knowledge article to any record
  • Number of times the knowledge article has met the needs of Self Service users

Total Usage # (Formula field in the report) The count for this field is a total of the count for the following fields:

  • Used by Staff # (Used_by_Staff__c)
  • Used in Self Service # (Used_Count__c)

CMDB 2.0 reports

 Click to view reports
Report nameDescriptionObject nameReport type
List of Computer SystemsLists the computer systems configuration items. To configure the columns or field values that you want to see in the report, configure those fields in the Computer System field set in the Base Element object.Base Element


Base Elements
Configuration Items with Relationships

Lists the configuration items (CIs) that have relationships or the CIs that do not have relationships. By default, the CIs with relationships are displayed.

To see the list of relationships for a CI, in the Relationship Details column, click Details. On the Base Relationships page, when you click a value in the Relationship Name column, the relationship list is displayed in the Instance Editor. Also, if you click a value in the Source or Destination columns, the CI details are displayed in the Instance Editor. On the Base Relationships page, you can search for values in the Relationship Name column only.

To see the configuration items that do not have relationships, in the filter area, click Edit in front of Filtered By, then in front of Relationship Count greater than "0", click Edit, and set Relationship Count less than or equal to 0. For the configuration items without relationship results, you can remove the Relationship Details and Relationships Count columns.

Remedyforce chat reports

 Click to view reports
Report nameDescriptionObject nameReport type
Chat sessions by Account and CategoryLists the life cycle events related to each instance of Remedyforce Chat based on client account and category. The report displays when a chat was initiated, to which staff member the chat was assigned to, when the chat ended, the wait time for client before the chat started, and chat duration.

Chat Instance

Chat Instances

Configuration items-related reports in the CMDB dashboard

Note: By default, all the following reports show top five records. To show more records, see To view more than five records in a report.

 Click to view reports
Report nameDescriptionObject nameReport type
Top CIs by IncidentsTop five configuration items (CIs) for which the greatest number of incidents are raised.Incident Configuration ItemIncidents with Configuration Item/Asset
Configuration Items by ClassThe number of CIs created for each class.

Base Element

CMDB_Class



Base Elements with CMDB_Class
Recently Added CIs CountThe number of recently added CIs. This report is shown in a tabular format on the CMDB Dashboard.

Base Element

CMDB_Class

Base Elements with CMDB_Class
Computer/Server per siteThe number of computers or software servers that are located on a site.

Base Element

CMDB_Class

Base Elements with CMDB_Class
Top CIs by ProblemTop five CIs for which the greatest number of problems are raised.

Base Element

Problem CI Link

Problem

Base Elements with Problem CI Links and Problems
Top CIs by Change RequestsTop five CIs for which the greatest number of change requests are created.

Base Element

Problem CI Link

Problem

Base Elements with Change CI Links and Change Requests
Top Services by IncidentsTop five services for which the greatest number of incidents are raised.

Incident

Service

Incidents with Service
Top Services in Service RequestsTop five services for which the greatest number of service requests are raised.

Incident

Service

Incidents with Service
Top Offerings by IncidentsTop five service offerings for which the greatest number of incidents are raised.

Incidents

Service Offering

Incidents with Service Offering
Top Services by ClientsThe number of CI-client relationships that exist for a service.CI Client Link Base ElementCI Client Link with Base Element
Top Primary Clients by ServicesTop five primary clients associated with the greatest number of business services.Base ElementBase Elements
Computer System per UserThe number of computers that are associated with a primary client.Base ElementBase Elements
Recently Updated CIs CountThe number of CIs that were recently updated. This report is shown in a tabular format on the CMDB Dashboard.Base ElementBase Elements
Top Business Services in SRDsTop five business services for which the greatest number of request definitions are created.Request Definition ServiceRequest Definitions with Service
Top Business Services in SLAsTop five business services for which the greatest number of service-level agreements are created.Agreement ServiceAgreements with Service
Software-Computer relation per UserThe number of software applications that are assigned to a computer and a primary client.

Base Elements

BMC_BaseRelationships

Software-Computer relation per user

Asset management reports

 Click to view reports
Report nameDescriptionObject nameReport type
Asset Count By Class Name - StatusLists all assets, and groups them first by the Asset Class field and then by the Asset Status field.Base ElementBase Elements
Asset Count By Status-Class NameLists all assets, and groups them first by the Asset Status field and then by the Asset Class field.Base ElementBase Elements
Asset Data QualityLists all assets in which the LocationAsset #Serial #Asset Status, and Primary Client fields contain NULL or None values. The report groups all assets by the Asset Class field.Base ElementBase Elements
Asset Warranty Expiration - 30 daysLists assets whose warranty is due to expire in the next 30 days, and groups them by the Asset Class field.Base ElementBase Elements
Hardware Asset Age By Class

Lists hardware assets based on their age, and groups them by the Asset Class field.

The age of an asset is the difference between the asset birthdate and the current date. For information about configuring the Asset Birthdate attribute of asset records, see Configuring general BMC Remedyforce CMDB 2.0 settings.

Base Element

Base Elements

Highest Number of IncidentsLists all incidents that are linked to assets, and groups them by the models that are selected in those assets.

Incident

Configuration Item / Asset


Incidents with Configuration Item /  Asset
Priority 1 Incidents by ModelLists the Priority 1 incidents that are linked to assets, and groups them by the models that are selected in those assets.

Incident

Configuration Item / Asset

Incidents with Configuration Item /  Asset
Normalization Exception TrendingLists the exceptions that are generated during the normalization process, and groups them first by the Object Name field and then by the Exception Time Range field.

Normalization Metadata

Normalization Transaction Master

Normalization Metadatas with Normalization Transaction Master


For more information about using and configuring reports, see Salesforce Help.


Related topics

Viewing the CMDB Dashboard and CI-related reports

Viewing the asset management dashboard and reports

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