This documentation supports the 9.0 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Incident Management predefined reports

You first select the type of report that you want to run. The report type pulls information from the appropriate BMC Remedy ITSM application form. After you select a report type, you select the individual report that you want to run.

The Web reports-names and descriptions table describes the predefined Web reports, and the Crystal Reports-names and descriptions table describes the predefined Crystal Reports included, organized by the type of report.



Web reports — names and descriptions

Report name

Description

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 Incidents > Count By Assignee Group

 

Open Incident Count by Assignee Group and Assignee

Provides a count of the incident by assigned group and the each assignee for the group. Management can use this report to review the current workload.

Open Incidents > Count By Product Categorization

 

Open Incident Count by Product Categorization

Provides a breakdown of the number of incidents for each product category (for example, under Hardware, the count for Processing Unit)

Resolved Incidents > Resolved Incidents

 

Resolved Incident Volume by Product Categorization

Displays details of all resolved incidents based on Tier 1 product categorization


Crystal Reports — names and descriptions

Report name

Description

Asset > Configuration Items with Open Incidents

 

Configuration Items with Open Incidents

Lists CIs that have open incidents on them

Incident Information > Aging

 

Incidents By Activity Time

Lists all open incidents and the amount of time since the reported date

Incident Information > All Incidents

 

High Volume Incident by Company Chart

Displays a pie chart of all incidents based on the company. This report is intended for use with multi-tenancy.

High Volume Incident by Departments Chart

Displays a pie chart of all incidents based on the department

High Volume Incident Requester Chart

Displays a pie chart of all incidents based on the user

Incident Details by Date Range

Lists details of all incidents based on a specified date range. Details include Summary and work information.

Incident Volume By Product Categorization Chart

Displays a bar graph illustrating all incidents based on Tier 1 product categorization

Monthly Incident Volumes

Provides a count of all incidents by month

Weekly Incident Volume Chart

Provides a count of all incidents by week

Incident Information > Assignee Charts

 

Open Incident Volume by Assignee

Displays a bar chart of the number of open incidents for each assignee

Resolved and Closed Incident Volume by Assignee

Displays a bar chart of the number of resolved and closed incidents for each assignee

Incident Information > Assignment Log Data

 

Group Assignment to Incidents

Displays a history of the groups assigned to each incident request

Incident Information > Open Incidents

 

Incident Volume By Priority and Status Charts

Displays a bar graph illustrating all open incidents based on Tier 1 product categorization

My Open Incidents

Reports all open incidents that are assigned to the ID from which the report is run

Open Incidents – Current / by Date Range

Provides a list of all open, current incidents or a list of incidents based on a particular date range

Incident Information > Resolved Incidents

 

My Resolved Incidents

Displays all resolved incidents that are assigned to the ID under which the report is run

Resolved Incident Counts by Product Categorization

Provides a count of all resolved incidents based on product categorization

Resolved Incident Volume by Company Charts

Displays a pie chart illustrating all resolved cases based on company. This report is for multi-tenancy clients.

Resolved Incident Volume By Department Charts

Displays a pie chart illustrating all resolved cases based on a department

Resolved Incident Volume By Priority and Status Charts

Displays pie charts illustrating all resolved and closed cases--one based on status, and the other based on priority of all resolved cases

Resolved Incident Volume By Product Categorization Chart

Displays a pie chart illustrating all resolved incidents based on Tier 1 product categorization

Relationship Information > Change

 

Change Induced Incidents

Lists incidents that were caused by changes

Note: This report is available only if BMC Change Management is installed.

Incident Information > Related Configuration Items

 

Incidents with Related Configuration Items

Returns a list of incident requests that have a related CI. Included is the type of CI, a summary of the incident request, and the reported date

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