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 Work Order Management reports and dashboard

A user can use the following out-of-the-box Work Order Management reports and dashboard to understand work order activity within the organization. 

Work Order Management reports

Report NameDescription
Open Work Orders by Assigned GroupLists the open work orders by assignee groups.
Work Order DetailsLists work order details.
Work Order SLA StatusLists work orders by SLA compliance.
Work Order Submission TrendList the work orders submitted over a specified time period.
Work Orders by AssigneeLists the volume of work orders by assignee.
Work Orders CrosstabLists Assigned Support Company, Assignee, Submitter, Priority, and Status.

Work Order Management KPI report

Report nameDescription
Work Order KPI Trend

Displays a trend chart for various work order KPIs. The chart includes trend calculation based on moving average and forecast and includes the following KPIs:

  • Count of Work Order Submitted
  • Open Work Order
  • Work Orders Completed

Work Order Management dashboard

The Work Order Management dashboard is built with the following configuration:

Dashboard nameContent categoryContent sub categoryDashboard filtersDashboard description
Work Order DashboardBMC Remedy Operational ReportingWork Order Management
  • Submit Date
    • Default value—Last 3 months

This dashboard includes a list of reports for Work Order Management module, for example:

  • Open Work Orders by Assigned Group
  • Work Order submission over a Time
  • Work Order Crosstab
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