Accessing predefined reports
The ability to report on data in BMC Remedyforce is a key tool for management. BMC Remedyforce provides a variety of predefined reports to give you quick access to information. You can use the Reports tab to view, create, edit, and export these reports. If the predefined reports return more information than you need, you can manage the scope of the report by customizing it. For more information, refer the following topics:
To access predefined reports
- Click the Remedyforce Administration tab.
- On the Home page, click the Create Dashboards and Reports tile, and from the drop-down menu select Reports & Dashboards (Salesforce).
- From the Folders list, select BMC Remedyforce.
- In the Name column, click the required report to view the report.
To view more than five records in the CMDB Dashboard reports
By default, out-of-the-box CI-related report in the BMC Remedyforce CMDB dashboard show top five records. Based on your requirements, you can customize the reports to displays more than five records.
- On the BMC Remedyforce CMDB Dashboard, click Edit.
- For the report for which you want to add more records, click
. - In the Maximum Values Displayed field, enter the number of records that you want to view in the report.
- Click OK.
- On the BMC Remedyforce CMDB Dashboard, click Save.
Types of predefined reports
- Data integrity reports
- Incident management reports
- Change management reports
- Problem management reports
- Service level management reports
- Service request management reports
- Knowledge article reports
- CMDB 2.0 reports
- Remedyforce chat reports
- Configuration items-related reports in the CMDB dashboard
- Asset management reports
Data integrity reports
Click to view reports
Report name | Description | Object name | Report type |
|---|---|---|---|
Remedyforce Configuration Data Integrity | Lists active template, suggested owner, service level agreement (SLA), and request definition records that reference data in other objects that has been deleted, modified, or marked as inactive. The report groups these impacted records by the Scan ID field. The report displays impacted records that are found in the current and last scans. For information about how the data in this report is generated, see Verifying-configuration-data-integrity. | Data Integrity Information | Data Integrity Information |
Incident management reports
Click to view reports
Report name | Description | Object name | Report type |
|---|---|---|---|
Incidents by Priority | Displays a Vertical Column Chart of all the incidents categorized based on priority. The report also displays the incident urgency and impact. | Incident | Incidents |
Incident Resolution Average Time | Displays a Vertical Column Chart that lists all the incident types based on the average resolution time. If you want to generate a report to display the average number of incidents closed daily by a staff member on a defined date range, perform the following:
| ||
Incidents with a First Call Resolution | Displays a Pie Chart that lists the number and percentage of all the incidents that are resolved with a first call made to the Service Desk staff. Note: The First Call Resolution field is not available on the New Incident page by default. You must add the First Call Resolution field to the appropriate field set. For more information, see Customizing-forms-for-the-Remedyforce-Console-tab. | ||
Closed Incidents by Queue | Displays a Pie Chart that lists all the closed incidents and their percentage based on the owner field. | ||
Incidents Assigned More than Twice | Displays a Vertical Column Chart of all the incidents and their percentage which have been assigned more than twice. | ||
Priority 1 and 2 Incidents by Status | Displays a Pie Chart that lists all the priority 1 and priority 2 incidents and groups those by the status field. | ||
Open Incidents by Owner | Displays a Vertical Column Chart of all the open incidents based on the owner field. | ||
Incidents with Incorrect Assignment | Displays a Pie Chart that lists the number and percentage of all the incidents with incorrect assignment. Note: The Incorrect owner check box is not available on the New Incident page by default. You must add the Incorrect owner check box to the appropriate field set. | ||
Incidents with Incorrect Category | Displays a Pie Chart that lists the number and percentage of all the incidents with incorrect category field. Note: The Incorrect category check box is not available on the New Incident page by default. You must add the Incorrect category check box to the appropriate field set. | ||
Incidents Resolved Remotely | Displays a Pie Chart that lists the number and percentage of all the incidents resolved remotely, without the need for site visit. | ||
Incidents per Category | Displays a Pie Chart of the categories that are in use by open incidents and the usage percentage of these categories. The pie chart lists the number of incidents that were created for each category. The report also lists all open incidents that were created for each category and groups them by the Category field. | ||
Clients 2.0 | Displays a Vertical Column Chart of the number of open incidents for each client. The report also lists the number of open incidents that were created for each client. Note: The 2.0 version supports users, contacts, and leads as clients. | ||
Priority 1 Incidents | Lists all open incidents that have a priority of 1. | ||
Incidents Closed Before Due Date | Lists all closed incidents and describes whether each incident was closed before the Due Date. Note: This report supports users, contacts, and leads as clients. | ||
Total Time Spent Per Incident 2.0 | Lists all closed incidents with the total amount of time taken to resolve each incident. The closed incidents and the total amount of time spent in resolving these incidents are listed for each account. The total amount of time taken to resolve each incident is calculated from the Total Duration field in the Supporting Information section of the Incident form. Note: The 2.0 version supports users, contacts, and leads as clients. | ||
Incident Feedback Survey Report | Displays a Pie Chart or Tabular chart of the feedback of the closed incidents. Lists all incidents that were closed by a particular date and groups them by the Feedback field. | ||
Tasks by Staff 2.0 | Lists all open tasks that are assigned to each staff member. Note: The 2.0 version supports users, contacts, and leads as clients. | Task | Tasks |
Change management reports
Click to view reports
Report name | Description | Object name | Report type |
|---|---|---|---|
Changes by Category | Lists all open change requests that were created for each category and groups them by the Category field. | Change Request | Change Requests |
Changes by CI Class | Lists all open change requests that were created for each class in the data model and groups them by the Class Name field. The report also lists the configuration items linked to each change request. | Change Request Change CI Link Configuration Item | Change Requests with Change CI Links and Base Elements |
Problem management reports
Click to view reports
Report name | Description | Object name | Report type |
|---|---|---|---|
Problems by Category | Lists all open problems that were created for each category and groups them by the Category field. | Problem | Problems |
Problems by CI Class | Lists all open problems that were created for each class in the data model and groups them by the Class Name field. The report also lists the configuration items linked to each problem. | Problem Problem CI Link Configuration Item | Problems with Problem CI Links and Base Elements |
Problems by Client 2.0 | Lists all open problems that were created for each client and groups them by the Incident: Client Name field. Note: The 2.0 version supports users, contacts, and leads as clients. | Problem Incident Problem Link Incident | Problems with Incident Problem Links and Incidents |
Service level management reports
Click to view reports
Report name | Description | Object name | Report type |
|---|---|---|---|
SLA Attainment % by Service – Changes | Lists all business services, their agreements, service target transactions that are met and missed for change request records, and groups them by the Business Service Name field. The report also lists the percentage of service target transactions that are met and missed for each agreement. | Change Request Service Targets | SLA Attainment by Change Request |
SLA Attainment % by Service – Incidents | Lists all business services, their agreements, service target transactions that are met and missed for incident records, and groups them by the Business Service Name field. The report also lists the percentage of service target transactions that are met and missed for each agreement. | Incident Service Targets | SLA Attainment by Incidents |
List of Business Services 2.0 | Lists all business services and the following details about each business service:
To configure the columns or field values that you want to see in the report, configure those fields in the Business Service field set in the Base Element object. | Business Services | List of Business Service 2.0 |
No. of Clients for each Service | Displays a Pie Chart of the total number of clients for each business service. The pie chart lists the number of clients of each business service. The report also lists all the clients of each business service and groups them by the Business Service Name field. | CI Client Link Base Element | CI Client Link with Base Element |
Services by Account | Displays a Pie Chart of the total number of business services for each account. The pie chart lists the number of business services of each account. The report also lists all the business services of each account, the clients of each account and their linked business services, and groups them by the Account field. | CI Client Link Base Element | CI Client Link with Base Element |
Outage Hours based on Business Hours | Displays a Bar Chart of the number of incidents for each business service. The report also lists the number of incidents for each business service with outage data, calculates the outage hours, and groups the incidents by the Business Service Name field The outage hours are calculated by using the business hours that are configured for the service that is linked to an incident. If you delete the values in the Outage Start and Outage End fields in an incident record, the report does not display the incident record. The report displays the following information about each incident of the business service:
| Incident | Incidents |
SLA Milestone History- Changes | Lists all milestones and actions that were performed when the milestone occurs for change request records and groups them by each change request. The report also lists the actions, actions created date, milestone conditions, milestone status, and whether an error occurred while performing the action. | SLA Milestone Change History | SLA Milestone Change History |
SLA Milestone History- Incidents | Lists all milestones and actions that were performed when the milestone occurs for incident records and groups them by each incident. The report also lists the actions, actions created date, milestone conditions, milestone status, and whether an error occurred while performing the action. | SLA Milestone Incident History | SLA Milestone Incident History |
Service request management reports
Click to view reports
Report name | Description | Object name | Report type |
|---|---|---|---|
Services Associated with a Vendor 2.0 | Lists all services that are associated with a vendor and groups them by the Vendor field. If you are using BMC Remedyforce 20.14.01 or later or you have upgraded to CMDB 2.0, use this report. If you are using CMDB 1.0, use the Services Associated with a Vendor report. To configure the columns or field values that you want to see in the report, configure those fields in the Business Service field set in the Base Element object. | Base Element | Base Elements |
Service Catalog | Lists all services and their service request definitions and groups them by the Service field. | Request Definition | Request Definitions |
Service Request Input Details | Lists all service requests, their service request definitions, input questions, and the values entered in the input questions. | Incidents Request Details Request Detail Inputs | Service Request Input Details |
Service Request Fulfillment Report | Lists all service requests and describes whether each service request was closed before the Due Date. It groups them according to whether the service requests were compliant and the percentage of service requests that were compliant. Service requests are compliant if they are fulfilled before the Due Date. | Incidents Request Details | Service Request Details |
Service Request Cost Reporting | Lists all closed service requests, their service request definitions, requested quantity, cost, and price. It also calculates and displays the total delivery cost and total customer price for each service request depending on the requested quantity. It also displays the grand total of the cost and price of all service requests. | Incidents Request Details | Service Request Details |
Knowledge article reports
Overview of the Knowledge Articles Usage report
As a system administrator, you can use the Knowledge Articles Usage report to review the usage trends of the knowledge articles. You can analyze which knowledge articles are most used by staff members and Self Service users. You can define the high, medium, and low ranges for the Usage by Staff and Usage in Self Service columns in the Knowledge Article Usage report. The following table lists the default values for each range.
You can update the range by using the defined bucket fields in the report. For more information, see Salesforce Help
The following table describes the columns that are available in the Knowledge Articles Usage report, and the fields that are used to display the values in each column.
Click to view reports
Report name | Description | Object name | Report type |
|---|---|---|---|
Incidents Closed by Knowledge Articles | Lists the incident details that could be closed using a knowledge article. | Incidents Knowledge Incidents Link | Incident with Knowledge Article Link |
Knowledge Article Rating by Client | Lists the number of times each rating is given to knowledge articles by Client users of Self Service. | Knowledge Article Knowledge Feedback | Knowledge Articles with Knowledge Feedback |
Knowledge Article Rating by Staff | Lists the number of times each rating is given to knowledge articles by Staff members. | Knowledge Article Knowledge Feedback | Knowledge Articles with Knowledge Feedback |
Knowledge Articles Feedback | Displays the feedback received for knowledge articles from staff members and clients of Self Service. For more information, see Overview of the Knowledge Articles Feedback report. | Knowledge Article Knowledge Feedback | Knowledge Articles with Knowledge Feedback |
Knowledge Articles by Status | Displays a Pie chart of the total number of knowledge articles for each status. The report displays the knowledge articles for each status of knowledge article grouped by status. | Knowledge Article | Knowledge Articles |
Knowledge Articles by Type | Displays the number of knowledge articles for each type of knowledge article. The report displays the knowledge articles for each knowledge article type grouped by knowledge article type. | Knowledge Article | Knowledge Articles |
Most Used Knowledge Articles by Client | Lists the number of times a knowledge article is used by Clients of Self Service. | Knowledge Article | Knowledge Articles |
Most Used Knowledge Articles by Staff | Lists the number of times a knowledge article is used by Staff members. Note: In BMC Remedyforce 20.14.02, the Used by Staff members # column in this report has been replaced with the Used by Staff # column. | Knowledge Article | Knowledge Articles |
Knowledge Articles Usage | Lists the number of times a knowledge article is used by staff members and clients of Self Service. For more information, see Overview of the Knowledge Articles Usage report. | Knowledge Article | Knowledge Articles |
Overview of the Knowledge Articles Feedback report
As a system administrator, you can use the Knowledge Articles Feedback report to identify all the knowledge articles that have received feedback, and review the comments to update them. The following table describes the columns that are available in the Knowledge Articles Feedback report, and the fields that are used to display the values in each column.
CMDB 2.0 reports
Click to view reports
Report name | Description | Object name | Report type |
|---|---|---|---|
List of Computer Systems | Lists the computer systems configuration items. To configure the columns or field values that you want to see in the report, configure those fields in the Computer System field set in the Base Element object. | Base Element | Base Elements |
Configuration Items with Relationships | Lists the configuration items (CIs) that have relationships or the CIs that do not have relationships. By default, the CIs with relationships are displayed. To see the list of relationships for a CI, in the Relationship Details column, click Details. On the Base Relationships page, when you click a value in the Relationship Name column, the relationship list is displayed in the Instance Editor. Also, if you click a value in the Source or Destination columns, the CI details are displayed in the Instance Editor. On the Base Relationships page, you can search for values in the Relationship Name column only. To see the configuration items that do not have relationships, in the filter area, click Edit in front of Filtered By, then in front of Relationship Count greater than "0", click Edit, and set Relationship Count less than or equal to 0. For the configuration items without relationship results, you can remove the Relationship Details and Relationships Count columns. |
Remedyforce chat reports
Click to view reports
Report name | Description | Object name | Report type |
|---|---|---|---|
Chat sessions by Account and Category | Lists the life cycle events related to each instance of Remedyforce Chat based on client account and category. The report displays when a chat was initiated, to which staff member the chat was assigned to, when the chat ended, the wait time for client before the chat started, and chat duration. | Chat Instance | Chat Instances |
Configuration items-related reports in the CMDB dashboard
Note: By default, all the following reports show top five records. To show more records, see To view more than five records in a report.
Click to view reports
Report name | Description | Object name | Report type |
|---|---|---|---|
Top CIs by Incidents | Top five configuration items (CIs) for which the greatest number of incidents are raised. | Incident Configuration Item | Incidents with Configuration Item/Asset |
Configuration Items by Class | The number of CIs created for each class. | Base Element CMDB_Class | Base Elements with CMDB_Class |
Recently Added CIs Count | The number of recently added CIs. This report is shown in a tabular format on the CMDB Dashboard. | Base Element CMDB_Class | Base Elements with CMDB_Class |
Computer/Server per site | The number of computers or software servers that are located on a site. | Base Element CMDB_Class | Base Elements with CMDB_Class |
Top CIs by Problem | Top five CIs for which the greatest number of problems are raised. | Base Element Problem CI Link Problem | Base Elements with Problem CI Links and Problems |
Top CIs by Change Requests | Top five CIs for which the greatest number of change requests are created. | Base Element Problem CI Link Problem | Base Elements with Change CI Links and Change Requests |
Top Services by Incidents | Top five services for which the greatest number of incidents are raised. | Incident Service | Incidents with Service |
Top Services in Service Requests | Top five services for which the greatest number of service requests are raised. | Incident Service | Incidents with Service |
Top Offerings by Incidents | Top five service offerings for which the greatest number of incidents are raised. | Incidents Service Offering | Incidents with Service Offering |
Top Services by Clients | The number of CI-client relationships that exist for a service. | CI Client Link Base Element | CI Client Link with Base Element |
Top Primary Clients by Services | Top five primary clients associated with the greatest number of business services. | Base Element | Base Elements |
Computer System per User | The number of computers that are associated with a primary client. | Base Element | Base Elements |
Recently Updated CIs Count | The number of CIs that were recently updated. This report is shown in a tabular format on the CMDB Dashboard. | Base Element | Base Elements |
Top Business Services in SRDs | Top five business services for which the greatest number of request definitions are created. | Request Definition Service | Request Definitions with Service |
Top Business Services in SLAs | Top five business services for which the greatest number of service-level agreements are created. | Agreement Service | Agreements with Service |
Software-Computer relation per User | The number of software applications that are assigned to a computer and a primary client. | Base Elements BMC_BaseRelationships | Software-Computer relation per user |
Asset management reports
Click to view reports
Report name | Description | Object name | Report type |
|---|---|---|---|
Asset Count By Class Name - Status | Lists all assets, and groups them first by the Asset Class field and then by the Asset Status field. | Base Element | Base Elements |
Asset Count By Status-Class Name | Lists all assets, and groups them first by the Asset Status field and then by the Asset Class field. | Base Element | Base Elements |
Asset Data Quality | Lists all assets in which the Location, Asset #, Serial #, Asset Status, and Primary Client fields contain NULL or None values. The report groups all assets by the Asset Class field. | Base Element | Base Elements |
Asset Warranty Expiration - 30 days | Lists assets whose warranty is due to expire in the next 30 days, and groups them by the Asset Class field. | Base Element | Base Elements |
Hardware Asset Age By Class | Lists hardware assets based on their age, and groups them by the Asset Class field. The age of an asset is the difference between the asset birthdate and the current date. For information about configuring the Asset Birthdate attribute of asset records, see Configuring-general-BMC-Remedyforce-CMDB-2-0-settings. | Base Element | Base Elements |
Highest Number of Incidents | Lists all incidents that are linked to assets, and groups them by the models that are selected in those assets. | Incident Configuration Item / Asset | Incidents with Configuration Item / Asset |
Priority 1 Incidents by Model | Lists the Priority 1 incidents that are linked to assets, and groups them by the models that are selected in those assets. | Incident Configuration Item / Asset | Incidents with Configuration Item / Asset |
Normalization Exception Trending | Lists the exceptions that are generated during the normalization process, and groups them first by the Object Name field and then by the Exception Time Range field. | Normalization Metadata Normalization Transaction Master | Normalization Metadatas with Normalization Transaction Master |
For more information about using and configuring reports, see Salesforce Help.
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