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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 20.1.15.0, 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:

TypeDescriptionData source
Help DeskCreates reports for the Tickets and Assignments modules
  • Tickets
  • Assignments
SolutionCreates reports for the Solution module
  • Solution
PurchasingCreates reports for the Purchasing and Vendor modules
  • Purchase Order
  • Vendor
Asset ManagementCreates reports for the Asset module
  • Asset
  • BCM Asset
Change ManagementCreates reports for the Change Request module
  • Ticket
  • Change Request
  • Change Approval
Administration

Creates reports that use various configurations

Important

This report type is available only if you have the System Administrator permissions.

  • Category
  • Status
  • Priority
  • Technician
  • Requestor
  • Group
  • Department
  • Location
  • Ticket
  • Assignment
  • Solution
Print Preview

Displays the default report by selecting the Print option on the respective module forms. You can assign a default report for each module while customizing the default form for the module. For more information, see Customizing forms for groups.

  • Tickets
  • Assignments
  • Solutions
  • Asset
  • BCM Asset
  • Change Request
  • Change Approval
  • Purchase Order
  • Software License (2022 Release 01) 
  • Software Title (2022 Release 01) 
Software Licenses (2022 Release 01)

Creates reports for the Software Licenses module.

  • Software License 
  • Software Title

Out-of-the-box reports

The following table provides information about the out-of-the-box reports in Track-It!:

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Report nameDescriptionModuleData source
Software Title Print Report (2022 Release 01)Basic information about a software titlePrint PreviewSoftware Title
Software License Print Report (2022 Release 01) Basic information about a software licensePrint PreviewSoftware License
Unauthorized Assets by Software Title (2022 Release 01)List of unauthorized assets sorted according to the linked software titleSoftware LicensesSoftware Title
Over-utilized Software Titles (2022 Release 01)List of software titles having over-utilized licenses linked to themSoftware LicensesSoftware Title
Expiring Licenses by Software Title (2022 Release 01)List of licenses expiring in the next n days, sorted according to their linked software titleSoftware LicensesSoftware Title
CategoriesList of categoriesAdministrationCategory
DepartmentsList of departmentsAdministrationDepartment
List of Change Request Approvers (Sub-report)List of approvers assigned to a change requestPrint PreviewChange Approval

Asset Details Report

All asset detailsPrint PreviewAsset
Asset Print ReportBasic information about an assetPrint PreviewAsset
Assignment Notes by Note Type (Sub-report)Assignments notes sorted according to their note typePrint PreviewAssignment
Assignment Print ReportBasic information about an assignmentPrint PreviewAssignment
BCM Asset Details (Sub-report)All BCM asset detailsPrint PreviewBCM Asset
Change Request Print ReportBasic information about a change requestPrint PreviewChange Request
Linked Ticket Details (Sub-report)Details of a ticket linked to a change requestPrint PreviewTicket
Purchase Order Print ReportBasic information about a purchase orderPrint PreviewPurchase order
Ticket Notes by Note Type (Sub-report)Ticket notes sorted according to their note typePrint PreviewTicket
Ticket Print ReportBasic information about a ticketPrint PreviewTicket
List of Change Request Approvers (Sub-report)List of approvers assigned to a change requestChange ManagementChange Approval
All Open Change RequestsList of open change requests and their basic informationChange ManagementChange Request
Change Request ReportBasic information about a change requestChange ManagementChange Request
Change Requests by MonthBar graph of all the change requests raised in a date rangeChange ManagementChange Request
Change Requests by StatusPie chart of all the change requests grouped according to their statusChange ManagementChange Request
Linked Ticket Details (Sub-report)All the ticket details linked to a change requestChange ManagementTicket
All Audited Software by ManufacturerAll the audited software information grouped according to the manufacturerAsset ManagementBCM Asset
Asset Hardware (Sub-report)All asset hardware informationAsset ManagementAsset
Asset Software by ManufacturerAll the asset software information grouped according to the manufacturerAsset ManagementAsset
BCM Asset Hardware (Sub-report)All BCM asset hardware informationAsset ManagementBCM Asset
BCM Software by Manufacturer (Sub-report)All the BCM software information grouped according to the manufacturerAsset ManagementBCM Asset
Equipment by Maintenance ExpirationList of asset equipment grouped according to the Maintenance Expiration dateAsset ManagementAsset
Open Purchase Orders by RequestorVendor information, date ordered or date required, and the total cost for all open purchase ordersPurchasingPurchase order
Overdue Purchase Orders by Date RequiredRequestor details, vendor information, date ordered or date required, and the total cost for all overdue purchase ordersPurchasingPurchase order
Summary of Closed Purchase Orders by VendorVendor information, number of orders, and the total amount for all closed purchase ordersPurchasingPurchase order
Solutions by End User RatingTop 25 solutions ranked according to their usefulness rating specified by the end users in Self ServiceSolutionSolution
Solutions by Last ModifiedSolutions last modified in the selected date range, sorted according to the last modified dateSolutionSolution
Solutions by Times UsedTop 25 solutions ranked according to the number of times they were used by technicians to resolve a ticketSolutionSolution
Closed Tickets by Date CompletedList of closed tickets sorted according to their completion datesHelp DeskTicket
Closed Tickets by TechnicianList of tickets closed by the technician within a date rangeHelp DeskTicket
Open Tickets and Assignments by PriorityList of tickets and assignments opened within a date range and grouped according to their priorityHelp DeskTicket and Assignment
Open Tickets by CategoryList of tickets opened within a date range and grouped according to their categoryHelp DeskTicket
Open Tickets by Date OpenedList of tickets opened within a date rangeHelp DeskTicket
Open Tickets by DepartmentList of tickets opened within a date range, grouped according to their department, and sorted according to their priorityHelp DeskTicket
Open Tickets by Due DateList of tickets opened within a date range and sorted according to their due dateHelp DeskTicket
Open Tickets by LocationList of tickets opened within a date range, grouped according to their location, and sorted according to their priorityHelp DeskTicket
Open Tickets by PriorityList of tickets opened within a date range, grouped according to the month and priorityHelp DeskTicket
Open Tickets by TechnicianList of tickets opened by a technician within a date range, grouped according to their priorityHelp DeskTicket
Overdue Tickets by Due DateList of overdue tickets sorted according to their due dateHelp DeskTicket
Overdue Tickets by LocationList of overdue tickets sorted according to locationHelp DeskTicket
Overdue Tickets by PriorityList of overdue tickets sorted according to their priorityHelp DeskTicket
Overdue Tickets by TechnicianList of overdue tickets sorted according to the technicianHelp DeskTicket
Ticket Status by LocationStatus of tickets within a date range sorted according to their locationHelp DeskTicket
Ticket Status by TechnicianStatus of tickets within a date range sorted according to the technicianHelp DeskTicket
Tickets by CategoryList of tickets opened within a date range and grouped according to their categoryHelp DeskTicket
Tickets Opened by Month by PriorityList of tickets opened within a date range, grouped according to the month and priorityHelp DeskTicket
Tickets Opened by Technician in Date RangeList of tickets opened by a technician within a date rangeHelp DeskTicket
Tickets Opened vs Tickets ClosedList of tickets opened within a date range sorted according to date and statusHelp DeskTicket

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.
  • If you create a report with Date as the parameter Type and clear the Allow Null check box, you must enter appropriate parameter values. You cannot leave the parameters blank. Track-It! sets the minimum date and time as the default parameter value in these reports.

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 and Asset Management reports. To use both asset and BCM asset data sources for Asset Management reports, add the BCM asset sub-report to the asset report and then select the report data source as Asset.
  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:

    ComponentDescription
    Hamburger MenuEnables you to design the report by using the Design in Report Wizard feature, set Localization, and exit the report designer.  
    Horizontal Toolbar
    Provides the following functions:
    • Cut/Copy/Paste/Delete
    • Undo/Redo
    • Zoom Out/Zoom percentage selector/Zoom in
    • Validate bindings
    • Full Screen
    • Preview: Shows a preview of the current design of the report.
    • Save: Saves the report but keeps the designer open in edit mode.
    BandsShows all the bands such as the Report Header band, Group Header band, Detail band, Data band, and so on.
    Design SurfaceEnables you to add the required controls and fields on the Design Surface that you want to display in the report.
    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 ListDisplays 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 ExplorerEnables 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 Design in Report Wizard .
    1. In the Select Report Type section, select a preferred report type and click Next.
      Based on the type of report you select, the available columns for the report are determined.
    2. In the Define Report Layout section, select the data fields to be included in the report and click Next.
      1. (Optional) You can select a group from the list available groups to add the group field data to the report.
        You can create multiple groups, each with a single field value, or define several fields in the same group.
      2. (Optional) To choose summary options, select the required check boxes
    3. In the Specify Page Settings section, select the page size, layout, page margins, and color scheme.
    4. In the Specify the report's title field, enter a report title, and click Finish.
    5. (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 .
  8. In the Horizontal Toolbar, 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 Exit.

To generate a report

  1. On the header bar, expand the hamburger menu  and select Reports.
  2. Click the report type that you want to generate, for example 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 the Export To menu, select a preferred export option.

    Important

    (2021 Release 01) You cannot import reports exported from Track-It! 2021 Release 01 to Track-It! 2020 Release 03 and earlier. When you try to import this way, the following error message is displayed:
    An error occurred while importing the report.

    However, you can import reports exported from Track-It! 2020 Release 03 and earlier to Track-It! 2021 Release 01.

To edit, copy, or delete a report

  1. On the header bar, expand the hamburger menu  and select Reports.
  2. Select a report and perform one of the following actions:

    ActionSteps
    To edit a report
    1. Click Edit .
    2. To edit the report title and description, in the Edit Report dialog box, modify the required fields and click Save.

      Important

      You cannot modify the Data Sources of a report.

    3. To edit the report contents, in the Edit Report dialog box, click Design Report to open the Report Designer.
    4. You can edit and customize the report as required.
    5. In the Horizontal Toolbar, select Save.
    6. Expand the hamburger menu , and select Exit.
    To copy a report
    1. Click More Actions .
    2. Select Copy.
      A copy of the report with the same name and appended with (Copy) at the end is created. You can further customize this report.

    Important

    After the copy of the report is created, we recommend the following additional actions before running the report:

    1. Click Edit .
    2. In the Edit Report dialog box, click Design Report.
    3. In the Report Designer dialog box, click Validate Bindings and check if the field mappings in the new report are accurate.
    4. In the Properties section, select the report and check the accuracy of the static filter string.
    To delete a report
    1. From the list of reports on the workspace, select the report you want to delete.
    2. Click Delete  .
    3. In the Delete Record dialog box, click Yes.
    To export a report
    1. From the list of reports on the workspace, select the report you want to export.
    2. Click More Actions and then select Export.
      Track-It! exports the report to the browser with the .trpt extension.

    To import a report
    1. Click More Actions .
    2. Select Import.
    3. Click Browse, and then select any report file with the .trpt extension.
    4. 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.

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