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.
To access predefined reports
- Click the Remedyforce Administration tab.
- On the Home page, click the Create Dashboards and Reports tile, and from the menu select Reports & Dashboards (Salesforce).
- From the Folders list, select BMC Remedyforce.
- In the Report Name column, click the required report to view the report.
The following table describes the predefined reports that are available.
| Report Name | Description |
|---|---|
| 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. |
| Incident Management reports | |
| 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 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:
|
| Incidents by SLA Status | Displays a Pie Chart that lists the number and percentage of all the incidents based on their SLA status (whether SLA has been met or missed) and groups those by the Configuration Items (CIs). |
| 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. 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 Queue | Displays a Pie Chart that lists all the closed incidents and their percentage based on the owner field. |
| Incidents Assigned More than Twice | Displays a Vertical Column Chart of all the incidents and their percentage which have been assigned more than twice. |
| Priority 1 and 2 Incidents by Status | Displays a Pie Chart that lists all the priority 1 and priority 2 incidents and groups those by the status field. |
| Open Incidents by Owner | Displays 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. 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. 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. |
| Incidents per Category | Displays 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 Incidents | Lists 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. |
| 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. |
| 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. |
| Change Management reports | |
| Changes by Category | Lists all open change requests that were created for each category and groups them by the Category field. |
| Changes by CI Class | Lists 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. |
| Problem Management reports | |
| Problems by Category | Lists all open problems that were created for each category and groups them by the Category field. |
| Problems by CI Class | Lists 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. |
| 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. |
| Service Level Management reports | |
| SLA Attainment % by Service--Changes | Lists 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. |
| SLA Attainment % by Service--Incidents | Lists 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. |
| List of Business Services | Lists all business services and the following details about each business service:
If you are using CMDB 1.0, use this report. This report is not valid for CMDB 2.0. If you are using CMDB 2.0, use the List of Business Services 2.0 report. If you have upgraded to CMDB 2.0, BMC recommends that you rename this report (such as List of Business Services (Deprecated)) so that users do not get confused between the List of Business Services and List of Business Services 2.0 reports. |
| List of Business Services 2.0 | Lists all business services and the following details about each business service:
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 List of Business Services 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 |
| No. of Clients for each Service | Displays 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. |
| 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:
|
| Services by Account | Displays 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. |
| SLA Milestone History-Changes | Lists 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 History-Incidents | Lists 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. |
| Service Request Management reports | |
| Services Associated with a Vendor | Lists all services that are associated with a vendor and groups them by the Vendor field. Use this report if you are using CMDB 1.0. This report is not valid for CMDB 2.0. If you are using CMDB 2.0, use the Services Associated with a Vendor 2.0 report. If you have upgraded to CMDB 2.0, BMC recommends that you rename this report (such as Services Associated with a Vendor (Deprecated)) so that users do not get confused between the Services Associated with a Vendor and Services Associated with a Vendor 2.0 reports. |
| 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 |
| Service Catalog | Lists all services and their service request definitions and groups them by the Service field. |
| Service Request Input Details | Lists all service requests, their service request definitions, input questions, and the values entered in the input questions. |
| Service Request Fulfillment Report | Lists 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. |
| Service Request Cost Reporting | Lists 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. |
| Knowledge articles reports | |
| Incidents Closed by Knowledge Articles | Lists the incident details that could be closed using a knowledge article. |
| Knowledge Article Rating by Client | Lists the number of times each rating is given to knowledge articles by Client users of Self Service. |
| Knowledge Article Rating by Staff | Lists the number of times each rating is given to knowledge articles by Staff members. |
| Knowledge Articles by Status | Displays 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 Articles by Type | Displays 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. |
| Most Used Knowledge Articles by Client | Lists the number of times a knowledge article is used by Clients of Self Service. |
| 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. |
| Knowledge Articles Feedback | Displays 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 Articles Usage | Lists 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. |
| CMDB 2.0 | |
| List of Computer Systems | Lists 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. |
| 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 | |
| Chat sessions by Account and Category | Lists 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. |
For more information about using and configuring reports, see Salesforce Help.
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 description | Field 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:
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:
|
| Total Usage # | Displays the total count for the following:
| Total Usage # (Formula field in the report) The count for this field is a total of the count for the following fields:
|
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.
| Column | Ranges | Default values for ranges |
|---|---|---|
| Usage by Staff | The 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 name | Column description | Field used to display values in the column |
|---|---|---|
| Knowledge Article: Article ID | Displays the knowledge article ID. | Article # (Article_Number__c) |
| Article Type | Displays the type of the knowledge article. For example, FAQ. | Article Type (Article_Type__c) |
| Title | Displays the title of the knowledge article. | Title (Title__c) |
| Category | Displays the category of the knowledge article. For example, Hardware. | Category (FKCategory__c) |
| Usage by Staff | Displays 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:
This field provides information about the number of times staff members link a knowledge article to link any problem record. |
| Usage in Self Service | Displays 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:
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) |
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