This documentation supports the 21.3 version of BMC Helix ITSM: Service Desk.

To view an earlier version, select the version from the Product version menu.

Incident Management predefined reports

When you select the type of report that you want to run, the report type pulls information from the appropriate BMC Helix ITSM application form. Then, you can select the individual report that you want to run.

To access predefined reports, select Functions > Reports. On the Report Console, under Category, select Incident. A list of available reports is displayed. Reports are organized by category, some of which contain subcategories. 

Related topics

Generating reports with BIRT Open link

Reporting on Remedy application activity Open link

Out-of-the-box BMC Service Desk Incident Management reports and dashboards Open link

The following table describes the predefined Web reports.

Report NameDescription
All Incidents > Incident Details (Dynamic – By Status and Assigned Groups)
All Incidents by Status and Assigned Groups

Lists details of all incidents. Details include summary and work information.

The report provides a summary of all incidents by status. You can drill down to the assigned groups for the selected incident status. You can also select an assigned group to see incident details. For additional details about the incident, you can select the incident record in the report to view the Incident form and take required action.

Open Incident Count by Assignee Group and AssigneeProvides a count of the incident by assigned group and each assignee for the group. Management can use this report to review the current workload.
Open Incident Count by Product CategorizationProvides a breakdown of the number of incidents for each product category (for example, under Hardware, the count for Processing Unit).
Open Incidents > Count By Assignee Group
Open Incidents > Count By Product Categorization
Resolved Incident Volume by Product CategorizationLists details of all resolved incidents based on Tier 1 product categorization.
Resolved Incidents > Resolved Incidents
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