This documentation supports the 25.3 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features. To view an earlier version, select the version from the Product version menu.

 

Reports and analysis of the enhanced service catalog

As a catalog administrator, use the Reports menu to view reports that provide real-time insights into service popularity, total cost, and supplier performance metrics based on the service level agreement (SLA). You can also filter service requests and view details of a selected service from the reports.

Important

Internal service suppliers and service agents can see only the Service Requests report.

Required license

DWP Advanced icon.pngBMC Helix Digital Workplace Advanced

Related topics

Adding-and-updating-services

Adjusting-service-cost-and-quantity

Setting-service-level-agreements

 

 

Time period filters for the reports

You can filter the reports based on the following time periods: 

  • Today
  • This Week
  • This Month
  • This Quarter
  • Custom time range
Example of how each time filter works

DWPC reports time filters.png

 

You can view the following reports onscreen in graphic format, or download them in CSV format:

Satisfaction Survey

This report shows data regarding the completed service requests and the average rating that you have received for the services. From this report, you can find out the following information:

  • Service Requests column—How many times was a service requested.
  • Completed Surveys column—How many satisfaction surveys were completed for this service.
  • Reopen Requests column—How many times end users reopened the service.
  • Average Rating column—How end users rated a service. The average rating for the service is calculated based on the end-user responses to the predefined Rating question in the survey.

From this report, you can also drill down to the associated Service Requests reports details by selecting a service and clicking View Requests. 

Important

To export the survey reports with survey questions and responses, select one or more reports from the list and click Export to CSV.

DWPC_Satisfaction surveys rating_19.11.png

 

Service Costing

This report provides the total costs (currency or credit-based cost) of different services provided during a specific period.

Service_cost_report.png

 

Service Level Agreement

This report provides details such as the number of requests for different services and the provisioning time of SLAs. 
SLA_report.png

 

 

Service Requests

This report provides general information about services over a selected period. From this report, you can find out the following information:

  • Priority column—The priority of the service request.

    Important

    The Priority column is shown if a catalog administrator has enabled the display of the priority information. For more information, see Displaying-the-priority-of-native-Catalog-service-requests.

  • Company column—What company the requester belongs to.
  • Requested By column—Who the service requester is.
  • Requested For column—Who the requested service is for.
  • Request Id column—The Request ID of the service request.
  • Order Id column—The Order ID of the service request.
  • Rating column—How the end user rated the service.
  • Status column—The status of the service request.
  • Submitted Date column—When the service was requested.

service_requests_report.png

You can sort all the columns except for the Priority and Status columns.

Important

Depending on the database type used with BMC Helix Digital Workplace Catalog, you might see the following issue (regardless of descending or ascending order): If you re-sort the Rating column, requests with no rating appear first in the list followed by requests with ratings.

To see details of a service request, double-click the table item (or select the item and then select Actions > Details). The Request Details panel displays the following additional request details:

  • Overview tab—General details of the service request. The following options are available for the selected service:
    • View process—To see status details of service requests.

    • Restart process—To restart a failed process. This option is not available for cases created in BMC Helix Business Workflows, fulfillment URLs, services that have external activities, or parent services with dependent child services in progress.

      Important

      End users will see their request transition from the Fault to In Progress status in the My Activity tab. If your end users have configured their status updates and notifications, they will be notified when this status change occurs.

      The option to restart a service is not available in the following conditions:

      • Services for which fulfillment is set to External Link are not shown in the reports and cannot be restarted.
      • Services that are parents in a dependent service where the child services are still in progress - For example, if an IoT Storage request is the child service and still in progress and the IoT Device request, a parent service, fails, it cannot be restarted. For more information, see Specifying-dependent-services.

      • Service requests that are auto-created when a BMC Helix Business Workflows agent creates a case. For more information, see Enabling automatic creation of service requests in BMC Helix Digital Workplace Advanced from cases.

      If you are a BMC Helix Subscriber (SaaS), the View Process Data is automatically purged periodically. This does not have any functional impact on the application.

    • Export to CSV— To export the service request reports.

    • View Service—To view catalog profile details of the service.

      Refer to the image showing service profile details.

      View service

Important

The service created from the To-do task action does not have catalog profile details to display. Therefore, the View service option is no longer available for services associated with To-dos.

  • Request Details tab—The responses of the end user while submitting a request.
  • Survey Responses tab—The responses of the end user to the complex survey.
  • Comments tab—The comments on a service request.
  • Error Details tab—Error details if a service request failed.

ServiceRequestDetails.png

Refer to the image showing the Request details with the document file.

Request details_docs.png

Collaboration details in the service request report

View collaboration details for specific catalog requests in the service reports.

Select the request from the list, and you can see the Request Details pane showing the information about collaborators and delegated collaborators. 

Reports_ collaboration details.png

 

Service Trending

This report provides the number of requests received for each service category with the percentage of increase or decrease as compared to the previous period.

Service_trending_report.png

CSV format is not available for the Service Trending report.

 

 

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