Phased rollout


This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Analyzing services by running reports

Analyze your services by running predefined or custom reports in the Report Console. When you run a report, by default the system uses any built-in query to select the records to be included in the report. You can manage the scope of a predefined report by applying a qualification.

You can use Web reports to create well formatted reports through a browser. Web reports can contain links that allow you to drill down the report to view the data. You can save Web reports in various standard formats, including Adobe PDF, Postscript, Microsoft Word, Excel, and PowerPoint formats.

Related topics

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

Monitoring service requests

Predefined reports

The following table lists the predefined reports that are installed with BMC Service Request Management, and related reports that require BMC Service Level Management. If you have other BMC Helix ITSM applications installed, additional reports are listed in the Report Console. For information about reports that are provided with other applications, see the appropriate documentation.

Report title


Required permissions


Service Requests by Location


Request Catalog Manager or SRM Administrator

Shows all service requests and the number of times the service request was used for a particular location and category. Totals are shown for each location, category, and service request.

Service Requests by Organization and Department


Request Catalog Manager or SRM Administrator

Shows all service requests and the number of times the service request was used by a particular organization and department. The organization and department is based on the Requested For information about the service request. Totals are shown for each organization, department, category, and service request.

Service Request Definitions by Status


Request Catalog Manager or SRM Administrator

Shows all SRDs with catalog manager information, their online or offline status, and their effective dates.

Survey Results Detail


Business Manager, or Service Request User, or Request Catalog Manager, or SRM Administrator

Shows detailed results of surveys submitted by users. This report can be generated for a specific company over a date range. The report shows the service request, ratings, and comments for each survey submitted.

Best practice

We recommend that you do not modify the standard reports included with the application so that the Customer Support team can provide better assistance for reporting problems.

To run a report

  1. On an application console, such as the Business Manager Console, select Functions > Reports.
  2. From the Report Console, select a report name.
    The list varies, according to your permissions and which applications are installed.
  3. (Optional) To change the report, follow these steps:
    1. To override the built-in query to widen or change the report results, select the Override option.
    2. To add a qualification to narrow the report results, click Show Additional Filter.
  4. Click Run.
  5. Enter requested parameters, if any, and click OK.


If you see formatting problems when viewing reports in a browser, ask your administrator to ensure that report configuration settings are defined in the AR System User Preference form. For more information, see Setting user preferences Open link in the AR System documentation.

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