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.
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:
Type | Description | Data source |
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Help Desk | Creates reports for the Tickets and Assignments modules |
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Solution | Creates reports for the Solution module |
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Purchasing | Creates reports for the Purchasing and Vendor modules |
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Asset Management | Creates reports for the Asset module |
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Change Management | Creates reports for the Change Request module |
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Administration | Creates reports that use various configurations Important This report type is available only if you have the System Administrator permissions. |
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Print Preview | Displays the default report by selecting the Print Customizing forms for groups. 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 |
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Software Licenses (2022 Release 01) | Creates reports for the Software Licenses module. |
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Out-of-the-box reports
The following table provides information about the out-of-the-box reports in Track-It!:
Report name | Description | Module | Data source |
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Software Title Print Report (2022 Release 01) | Basic information about a software title | Print Preview |
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Software License Print Report (2022 Release 01) | Basic information about a software license | Print Preview | Software License |
Unauthorized Assets by Software Title (2022 Release 01) | List of unauthorized assets sorted according to the linked software title | Software Licenses |
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Over-utilized Software Titles (2022 Release 01) | List of software titles having over-utilized licenses linked to them | Software Licenses |
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Expiring Licenses by Software Title (2022 Release 01) | List of licenses expiring in the next n days, sorted according to their linked software title | Software Licenses |
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Categories | List of categories | Administration | Category |
Departments | List of departments | Administration | Department |
List of Change Request Approvers (Sub-report) | List of approvers assigned to a change request | Print Preview |
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Asset Details Report | All asset details | Print Preview |
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Asset Print Report | Basic information about an asset | Print Preview |
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Assignment Notes by Note Type (Sub-report) | Assignments notes sorted according to their note type | Print Preview |
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Assignment Print Report | Basic information about an assignment | Print Preview |
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BCM Asset Details (Sub-report) | All BCM asset details | Print Preview | BCM Asset |
Change Request Print Report | Basic information about a change request | Print Preview |
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Linked Ticket Details (Sub-report) | Details of a ticket linked to a change request | Print Preview |
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Purchase Order Print Report | Basic information about a purchase order | Print Preview |
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Ticket Notes by Note Type (Sub-report) | Ticket notes sorted according to their note type | Print Preview |
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Ticket Print Report | Basic information about a ticket | Print Preview |
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List of Change Request Approvers (Sub-report) | List of approvers assigned to a change request | Change Management |
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All Open Change Requests | List of open change requests and their basic information | Change Management |
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Change Request Report | Basic information about a change request | Change Management |
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Change Requests by Month | Bar graph of all the change requests raised in a date range | Change Management |
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Change Requests by Status | Pie chart of all the change requests grouped according to their status | Change Management |
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Linked Ticket Details (Sub-report) | All the ticket details linked to a change request | Change Management |
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All Audited Software by Manufacturer | All the audited software information grouped according to the manufacturer | Asset Management | BCM Asset |
Asset Hardware (Sub-report) | All asset hardware information | Asset Management |
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Asset Software by Manufacturer | All the asset software information grouped according to the manufacturer | Asset Management |
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BCM Asset Hardware (Sub-report) | All BCM asset hardware information | Asset Management | BCM Asset |
BCM Software by Manufacturer (Sub-report) | All the BCM software information grouped according to the manufacturer | Asset Management | BCM Asset |
Equipment by Maintenance Expiration | List of asset equipment grouped according to the Maintenance Expiration date | Asset Management |
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Open Purchase Orders by Requestor | Vendor information, date ordered or date required, and the total cost for all open purchase orders | Purchasing |
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Overdue Purchase Orders by Date Required | Requestor details, vendor information, date ordered or date required, and the total cost for all overdue purchase orders | Purchasing |
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Summary of Closed Purchase Orders by Vendor | Vendor information, number of orders, and the total amount for all closed purchase orders | Purchasing |
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Solutions by End User Rating | Top 25 solutions ranked according to their usefulness rating specified by the end users in Self Service | Solution |
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Solutions by Last Modified | Solutions last modified in the selected date range, sorted according to the last modified date | Solution |
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Solutions by Times Used | Top 25 solutions ranked according to the number of times they were used by technicians to resolve a ticket | Solution |
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Closed Tickets by Date Completed | List of closed tickets sorted according to their completion dates | Help Desk |
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Closed Tickets by Technician | List of tickets closed by the technician within a date range | Help Desk |
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Open Tickets and Assignments by Priority | List of tickets and assignments opened within a date range and grouped according to their priority | Help Desk |
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Open Tickets by Category | List of tickets opened within a date range and grouped according to their category | Help Desk |
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Open Tickets by Date Opened | List of tickets opened within a date range | Help Desk |
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Open Tickets by Department | List of tickets opened within a date range, grouped according to their department, and sorted according to their priority | Help Desk |
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Open Tickets by Due Date | List of tickets opened within a date range and sorted according to their due date | Help Desk |
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Open Tickets by Location | List of tickets opened within a date range, grouped according to their location, and sorted according to their priority | Help Desk |
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Open Tickets by Priority | List of tickets opened within a date range, grouped according to the month and priority | Help Desk |
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Open Tickets by Technician | List of tickets opened by a technician within a date range, grouped according to their priority | Help Desk |
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Overdue Tickets by Due Date | List of overdue tickets sorted according to their due date | Help Desk |
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Overdue Tickets by Location | List of overdue tickets sorted according to location | Help Desk |
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Overdue Tickets by Priority | List of overdue tickets sorted according to their priority | Help Desk |
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Overdue Tickets by Technician | List of overdue tickets sorted according to the technician | Help Desk |
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Ticket Status by Location | Status of tickets within a date range sorted according to their location | Help Desk |
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Ticket Status by Technician | Status of tickets within a date range sorted according to the technician | Help Desk |
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Tickets by Category | List of tickets opened within a date range and grouped according to their category | Help Desk |
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Tickets Opened by Month by Priority | List of tickets opened within a date range, grouped according to the month and priority | Help Desk |
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Tickets Opened by Technician in Date Range | List of tickets opened by a technician within a date range | Help Desk |
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Tickets Opened vs Tickets Closed | List of tickets opened within a date range sorted according to date and status | Help Desk |
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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
- On the header bar, expand the hamburger menu and select Reports.
- On the Reports page, click New.
- In the New Report dialog box, in the Report Title field, enter a name for the report.
- (Optional) In the Report Description field, enter a suitable description about the report.
From the Data Source list, select the relevant data sources for the selected report type.
(2023 Release 01) These data sources are the relevant modules and sub-modules 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 Ticket Notes or Assignment or Assignment Notes or Ticket and Assignment, or any other combination of data sources.
You cannot select multiple data sources for the 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.Important
We recommend you to select fewer data sources to improve the report performance. Please review the selected data sources before designing the report.
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:- In the Report Designer (New: reportName) dialog box, expand the hamburger menu
- 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. - In the Define Report Layout section, select the data fields to be included in the report and click Next.
- (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. - (Optional) To choose summary options, select the required check boxes
- (Optional) You can select a group from the list available groups to add the group field data to the report.
- In the Specify Page Settings section, select the page size, layout, page margins, and color scheme.
- In the Specify the report's title field, enter a report title, and click Finish.
- (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
.
and select Design in Report Wizard . - In the Select Report Type section, select a preferred report type and click Next.
- In the Horizontal Toolbar, select Save.
You can use the advanced options to further customize the report. For more information, visit DevExpress. - Expand the hamburger menu , and select Exit.
Video presentation
The following video (5:40) provides information about Using the Expressions Editor in the report designer for Track-It!:
To generate a report
- On the header bar, expand the hamburger menu and select Reports.
Click the report type that you want to generate, for example Help Desk.
- From the list of reports, click the report that you want to generate.
- On the PREVIEW PARAMETERS
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. tab, specify the required parameters for the report. - Click Submit.
- (Optional) To customize the export settings, click Export Options and configure the preferred settings.
(Optional) To export the report, from the Export To
menu, select a preferred export option.Important
(2023 Release 01) You cannot import reports exported from Track-It! 2023 Release 01 to Track-It! 2022 Release 01 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! 2022 Release 01 and earlier to Track-It! 2023 Release 01.
To edit, copy, or delete a report
- On the header bar, expand the hamburger menu and select Reports.
Select a report and perform one of the following actions:
Action Steps To edit a report - Click Edit .
To edit the report title and description, in the Edit Report dialog box, modify the required fields and click Save.
Important
(2023 Release 01) You can modify or remove the Data Sources of a report.
- To edit the report contents, in the Edit Report dialog box, click Design Report to open the Report Designer.
- You can edit and customize the report as required.
- In the Horizontal Toolbar, select Save.
- Expand the hamburger menu , and select Exit.
Important
(2023 Release 01) When you upgrade to Track-It! 2023 Release 01, you can edit reports created in earlier versions of Track-It! and remove data sources to improve the report performance.
If, in an earlier version of Track-It!, you have created a Help Desk report Open Tickets by Technician with Ticket and Ticket Notes selected as the data sources, you can remove Ticket Notes from the data sources to enhance the report performance.
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 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:
- Click Edit .
- In the Edit Report dialog box, click Design Report.
- In the Report Designer dialog box, click Validate Bindings and check if the field mappings in the new report are accurate.
- In the Properties section, select the report and check the accuracy of the static filter string.
To delete a report - From the list of reports on the workspace, select the report you want to delete.
- Click Delete .
- In the Delete Record dialog box, click Yes.
To export a report - From the list of reports on the workspace, select 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.
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.
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