This documentation supports the 19.11 version of Remedy Smart Reporting, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu of the documentation at IT Service Management Suite Open link .

Out-of-the-box BMC Service Request Management reports

A user can use the following out-of-the-box BMC Service Request Management(Service Request Management) reports and dashboard to understand service request activity within the organization. 

Service Request Management reports

Report nameDescription
Request Detail DrillLists service request details such as request number, submit date, required date, location company, assigned support company, assignee, summary, impact, urgency, priority and status. This report is also used as a supplemental report when drilled down from a service request dashboard for request details.
Request Submission TrendDisplays a trend chart of the service request submission trend over a period of time (day, week, month, quarter, or year). An accompanying table shows a count of service requests submitted by the support company by date.
Service Requests By Support Company

Displays a bar chart with a preconfigured drill down that shows the current status of service requests, classified by assigned support company:

  • Top level - Assigned support company
  • Next level - Support Organization
  • Next level - Assigned group
  • Final level - Assignee
Services by CategoryDisplays a pie chart of the number of service requests, split by category. An accompanying table shows a count of service requests grouped by Category and Support Company.
Top 10 Requested ServicesLists the top 10 requested services.
User SatisfactionLists detailed results of surveys for each request number. The report lists the service request number, survey name, questions, responses, and comments for each survey submitted.

Service Request Management KPI reports

Report nameDescription
Service Request KPI Trend

Displays a trend chart for various Service Request KPIs. The chart includes the trend calculation based on the moving average and forecast, and it includes the following KPIs:

  • Count of Service Requests with SLA Attached
  • Service Requests within SLA
  • Service Requests Breached SLA
Service Request SLA – Fulfilled v/s BreachedDisplays the data for the number of service requests fulfilled within SLA versus the service requests that have breached the SLA. The chart displays the percentage calculation for service requests fulfilled within the SLA of the total service requests.

Service Request Management dashboard

The Service Request Managementdashboard is built with the following configuration:

Dashboard nameContent categoryContent sub categoryDashboard filtersDashboard description
Service Request DashboardBMC Remedy Operational ReportingService Request Management
  • Submit Date
    • Default value—Last 3 months

This dashboard includes a list of reports for Service Request Management.

For example:

  • Service Requests by Support Company
  • Request Submission over a time
  • Top 10 Requested Services
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