This documentation supports the 9.1 version of Service Request Management.

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

Analyzing services by running reports


You can use the Report Console to access predefined reports to analyze your services. By default, when you run a report, 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.


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.

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 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.

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.

The following reports require BMC Service Level Management:
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. 
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. 
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. 

To run a report

  1. From 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 results, 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.

Note

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, as described in Setting user preferences .

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