This documentation applies to the 8.1 version of Service Request Management, which is in "End of Version Support." You will not be able to leave comments.

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

Predefined reports

You can use the Report Console to access predefined reports on requests. You can manage the scope of a predefined report by using qualifications. You can also generate reports with your own qualifications, advanced qualifications, and saved qualifications. For information about accessing reports, see Generating reports.

If you have other BMC Remedy applications installed, additional reports are listed in the Report Console. For information about reports that are provided with other applications, see the appropriate documentation.

Note

If you modify the prepared reports supplied with the application, Customer Support can provide only limited assistance for reporting problems. There is no guarantee that problems resulting from these modifications can be solved. The standard reports included with the application are designed to be used without modification.

The following types of reports are available:

  • Web reports — The Web report type provides users the ability to create well formatted reports through a browser. Results can be returned in the form of a list, many styles of charts, or a list and chart together. Web reports can contain links that allow you to drill down from the report to view the data upon which the report is based. Web reports can be saved in several standard formats, including Adobe PDF and Postscript, and Microsoft Word, Excel, and PowerPoint formats.
  • Crystal reports — Some installations of BMC Remedy AR System are integrated with the SAP BusinessObjects or Crystal Reports reporting tools. If your administrator has installed one of these products and has designed Crystal reports for use with BMC Remedy AR System, you can run Crystal reports from the Report Console.

The following table lists the predefined reports that are installed with the application:

Report title

Format

Required permissions

Description

Service Requests by Location

Web

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

Web

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

Web

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

Web

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.

Deployed Service Request Definitions by Catalog Manager

Crystal

Request Catalog Manager or SRM Administrator

Shows deployed SRDs, grouped by catalog manager. This report also shows their offline/online status and effective dates. You can specify a date range for the report. You can specify an additional qualification from the Report Console to filter the results (for example, to filter requests by a specific catalog manager, and so on).

Feedback Details

Crystal

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

Shows detailed results of suggestions submitted by users. This report can be run for a specific company over a date range, and, optionally, can be filtered by status or by suggestion category. This report is available only in English.

Fast Request Breakdown by Organization and Department

Crystal

Request Catalog Manager or SRM Administrator

Shows requests that have an actual close date sooner than the expected close date.

Locations by Service Requests

Crystal

Request Catalog Manager or SRM Administrator

Shows all service requests and the locations that use that service request. The total count is shown for each location and service request.

Missed Request Breakdown Report

Crystal

Request Catalog Manager or SRM Administrator

Shows service requests for different goal types for a selected time period. The time the request was submitted and the expected completion time for the request must fall within the start time and the end time specified for the report. The service requests are grouped by goal type. Percentages are calculated at the goal type level.

Note: This report requires BMC Service Level Management.

Missed Requests By Goal Type Report

Crystal

Request Catalog Manager or SRM Administrator

Shows service request missed metrics for the selected time period and goal type. The time the request was submitted and the expected completion time for the request must fall within the start time and the end time specified for the report. The service requests are grouped by name. Percentages are calculated per service request name or type.

Note: This report requires BMC Service Level Management.

Request Compliance Report by Category

Crystal

Request Catalog Manager or SRM Administrator

Shows detailed service request compliance information for the selected time period, goal type, and category. An option is available to include expired requests, which are not included by default. The service requests are grouped by name. Percentages are calculated per service request name or type.

Note: This report requires BMC Service Level Management.

Service Request Definition Pricing by Organization

Crystal

Request Catalog Manager or SRM Administrator

Shows pricing information for service requests for a selected company, grouped by the Service Request Definition used to create them. These groupings are separated by Organization, Department, and Categorization used for the service request. This information enables you to determine which departments and organizations are using which SRDs.

Slow Request Breakdown by Organization and Department

Crystal

Request Catalog Manager or SRM Administrator

Shows requests that have an actual close date later than the expected close date.

Survey Results Summary

Crystal

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

Shows summary results of totals for surveys that have been submitted by users. This report can be run for a specific company over a date range. The report shows a summary of the ratings (minimum, maximum, and average ratings), for all surveys submitted within a category, service request, and organization. This report is available only in English.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

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