This documentation supports the 20.02 version of Remedy Smart Reporting.

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

Example: Creating a Change Management KPI report

With Remedy Smart Reporting(Smart Reporting), you can create Incident Management and Change Management KPI reports. This topic describes how to create a sample Change Resolution trend report based on the support group.

The following video (9:12) describes the process for creating a custom KPI report.

To create a new KPI report

  1. Select Create > Report.
  2. Select the required KPI from the list.
    On the Data page, the available fields differ from the ones displayed on a regular report. 


     Smart Reporting provides History and Summary KPI reports for Change Management and Incident Management.

  3. To the Columns field, drag the KPI History or Summary fields for which you want to create the KPI.

    For example, let us create a report of the change resolution trends for each support group for a given period of time. Select the following fields from Change KPI-History:

    • Total Changes
    • Resolved Changes
  4. Add the Grouping Dimension History or Summary fields to your KPI report. 
    For our example, from Secondary Group for the Change History KPI report, select the Secondary Group field (which is defined as the Support Group). For a History KPI report, add the Sample Date and KPI Name to the filters list.


    If you add a group field to the filters, and the field contains an enumerated type (ENUM) field value (for example, priority), you must:

    1. Add the corresponding Field ID to the filter list.

    2. In the Advanced Settings for the filters, manually add the ENUM field name to the Field ID using the Select Custom Value option. The Group and Field IDs are mapped as follows:

     Group Field ID
    Primary GroupField ID 2
    Secondary GroupField ID 3
    Tertiary GroupField ID 4
    Quaternary GroupField ID 5
    Quinary GroupField ID 6
  5. Click Filters > Advanced Settings.

  6. On the Configure Filters page:
    1. For KPI Name, select In List from the drop-down list.
    2. Click Define Value, and select Defined Value, and add the form names for the selected aggregate fields.
    3. Click Submit.
    4. For Sample Date, select Sample Date Greater than or equal to from the drop-down list.
    5. Click Define Value, and select Defined Value, and select Current date - 2 Days.
    6. Click Submit.
  7. Close the Configure Filters page.

  8. Click the Charts tab to create the chart for the KPI report.
    For example, under Combination Charts from the Chart Type options, select Overlay chart. For information about creating charts, see Visualizing report data in a chart.

  9. Add Dimensions to the horizontal axis, and Metrics fields to the vertical axis.
    For example, add Secondary Group (that is, Support Group) to the horizontal axis, and Total Changes and Resolved Changes to the vertical axis.

  10. Click the Design tab to view a sample of your change request trend KPI.

  11. Click Report > Save.
  12. Enter a name for the KPI report, a short description, and select the category from the drop-down list. Additionally, define the access rights for the report.
    For more information about saving the report, see Saving and providing access to reports.

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