Designing and generating reports

Track-It! provides a range of predefined reports that provide quick access to information. Based on your requirements, you can also create and design custom reports. If your system administrator has given you access to the Reports module, you can design and generate reports. Track-It! is integrated with DevExpress version 19.1.3.0, a third party tool to provide seamless reporting. You can use the reporting functionality from within a web browser. The Reports module is packaged with the Track-It! application and does not require additional installation.

This topic contains the following information:

Benefits of reports

Reports help you solve important business needs and help you make informed decisions. You can use reports to:

• Keep track of your SLAs, milestones, and work targets.
• Keep track of the response and resolution time of tickets and assignments.
• Streamline processes to reduce costs and improve efficiency.
• Improve benchmarks and performance based on historic data.
• Generate reports from different time periods to measure performance.
• Plan future strategies and policies.

Types of reports

The following table provides information about the types of reports that are available:

Key features and considerations

• You can print a report, save it as PDF, or export the report in various formats such as XLS, CSV, HTML, and so on.
• You can edit fields in the report by using the Properties panel. When you click a field in the report, it shows you the details on the Properties panel.
  For example, you can select the Ticket ID field, on the Data Binding page, and specify the field you want to associate with it. If you use the report wizard, it automatically associates the Ticket ID field with the Ticket Source.
• After you select a report on the report grid, the relevant toolbar options are enabled.
  For example, the Edit and Delete buttons are enabled after you select a user-generated report. However, these buttons are disabled for an out-of-the-box report.
• The report designer enables you to use the Calculated fields to generate a report.
• You can use the advanced features in the report designer to customize your reports. For more information, visit DevExpress.
• Rich text content might not properly appear on reports because its HTML styling is restricted.

To create a report

1. On the header bar, expand the hamburger menu  and select Reports.
2. On the Reports page, click New.
3. In the New Report dialog box, in the Report Title field, enter a name for the report.
4. (Optional) In the Report Description field, enter a suitable description about the report.
5. From the Data Source list, select the source of the report.
   The Data Source list shows all the relevant data sources for the selected report type. In this field, you can select multiple data sources.
   For example, if you select the report type as Help Desk, you can select the report data source as Ticket or Assignment or Ticket and Assignment.
   You cannot select multiple data sources for the Print Preview reports.

6. Click Design Report.
   For new reports, this button first saves the report and then launches the Report Designer. The Report Designer has the following components:

    View descriptions of the Report Designer components.

   Component	Description
   Hamburger Menu	Enables you to design the report by using the Report Designer Wizard and save the designed report.
   Horizontal Toolbar	Provides the following functions: - Cut/Copy/Paste/Delete - Undo/Redo - Zoom Out/Zoom percentage selector/Zoom in - Preview - Scripts
   Bands	Shows all the bands such as the Report Header band, Group Header band, Detail band, Data band, and so on.
   Design Surface	Enables you to add the required controls and fields on the Design Surface that you want to display in the report.
   Preview	Shows a preview of the current design of the report.
   Scripts	Enables you to add user scripts to use advanced options.
   Save	Saves the report but keeps the designer open in edit mode.
   Vertical Toolbar	Contains all the controls that you can drag to the report designer.
   Properties Panel	Shows the properties of the selected item in the report to customize your report.
   Field List	Displays all the data sources currently populated in the report. You can drag the fields from the Field List to the designer. It lists the parameters used in the report. Based on your requirements, you can also create additional parameters.
   Report Explorer	Enables you to create styles and formatting rules for the report.

   

7. In the Report Designer (New: reportName) dialog box, expand the hamburger menu and select Run Wizard.
1. In the Report Wizard, select a preferred view for your report and click Next.
   Based on the view that you select, the available columns for the report are determined.
2. To select columns to display in your report, from the Available fields pane, select fields and move them to the Selected fields pane, and click Next.
3. (Optional) To create field groups, from the Available fields pane, select fields and move them to the Groups pane and click Next.
   You can create multiple groups, each with a single field value, or define several fields in the same group.
4. If you do not want a group report, click Next.
5. To choose summary options, select the required check boxes, and click Next.
6. To choose a Report Layout, select Portrait or Landscape.
   The report layout specifies the manner in which selected fields are arranged on report pages.
7. (Optional) To ensure that the fields are displayed on single page in the report, select the Adjust the field width so all fields fit onto a page check box, and click Next.
8. To customize the appearance of the report, select a preferred report style, and click Next.
9. (Optional) To include charts in your report, create a pivot grid from the toolbar and use this pivot grid as a data source. You can configure the chart by selecting the Run Designer option. For more information, see Knowledge Article 158554 on Support Central .
10. On the Report is Complete page, in the Specify the report's title field, enter a report title, and click Finish.
8. Click the hamburger menu , and then select Save.
   You can use the advanced options to further customize the report. For more information, visit DevExpress.
9. Expand the hamburger menu , and select Save and Close.

To generate a report

1. Navigate to the Reports page (hamburger menu  > Reports).

2. Click the report type that you want to generate such as Help Desk.

3. From the list of reports, click the report that you want to generate.
   
4. On the PREVIEW PARAMETERS  tab, specify the required parameters for the report.
   You can also generate reports that do not require any parameters. When generating a report, if you specify an invalid date range parameter, a report is still generated. 
   For example, if you set FromDueDate and ToDueDate both as 2017-06-21, 00:00:00, a report is generated for this invalid date range.
   
5. Click Submit.
6. (Optional) To customize the export settings, click Export Options and configure the preferred settings.
7. (Optional) To export the report, from Export To menu, select a preferred export option.

To edit, copy, or delete a report

1. Navigate to the Reports page (hamburger menu  > Reports).

2. On the Reports page, select a report and perform one of the following actions:

   Action	Steps
   To edit a report	Click Edit . In the Edit Report dialog box, edit the required fields and click Save. Expand the hamburger menu and select Save and Close. Note You cannot modify the Data Sources of a report.
   To copy a report	Click More Actions . Select Copy. A copy of the report with the same name and appended with (Copy) at the end is displayed in an edit mode. You can further customize the report.
   To delete a report	In the Reports workspace, select a report schedule and click Delete  . In the Delete Record dialog box, click Yes.
   To import a report	Click More Actions Select Import. Click Browse, and then select any report file with the .trpt extension. Enter a unique name for the report, and then click Import. Track-It! imports the report to the appropriate module and saves it with the name you entered. Example If you import a Categories report that was exported from the Administration pod, the Categories report is imported into the Administration pod.
   To export a report	From the list of reports, highlight the report you want to export. Click More Actions and then select Export. Track-It! exports the report to the browser with the .trpt extension.