Reporting on Service Management application activity

In AR System you can create various types of reports based on the data collected from different forms. Reports help you summarize the performance of your system based on various aspects like sales performance and mean time to repair (MTTR) for a particular duration.

Example

Mary Mann, the Apex Global manager, needs to review the number of tickets that her team members close each month. She schedules a report on the first Monday of the month. The report gives an overview of the number of incoming tickets in a month, average number of tickets resolved by every team member, and average number of hours required to resolve a ticket. 

Related topics

Generating a report based on the search results

Creating and managing reports from the AR System Report Console

Creating and managing custom web reports

AR System offers the following reporting types:

Report creation option

Description

BMC Helix Dashboards

Use BMC Helix Dashboards to create interactive dashboards that visually represent data from applications across your environment..

BMC Helix Dashboards is a SaaS service on the BMC Helix Portal. For more information about BMC Helix Dashboards, see Product overview in BMC Helix Dashboard documentation.

To access BMC Helix Dashboards, you must have an appropriate license to access BMC Helix Portal. BMC Helix Portal offers role-based access control. For more information about role-based access control, see Setting up role-based access control  in BMC Helix Portal documentation.

AR System Reports

Use AR System reports to generate output in several standard formats, including XML, .arx, and comma-separated values (.csv). AR System reports are typically used to export data in the specified format for use in another application, for importing data into another AR System server, and to generate statistics based on the report data.

AR System reports are designed by using the ReportCreator form where the Field field on the Fields tab uses a dataDictionaryMenuType menu named ReportCreator:FieldLabelIDList.

A data dictionary menu pulls labels and values from field or form objects in the AR System data dictionary. As a result, you see all fields from HPD:Help Desk form when Report Type is AR System.

For more information, see Defining-custom-AR-System-reports.

Web Reports

Use Web Reports to create formatted reports.

You can view the results in the form of a list, chart, or a combination of list and chart. Web reports contain links to open the AR System records on which the report is based. Save the Web reports to several standard formats, including Adobe PDF, Postscript, and Microsoft Word, Excel, and PowerPoint.

Convert the Web Reports to an appropriate format and use as presentations, documents, email, or directly print them. You can also transfer data directly to spreadsheet format. Also, because each row in the report output contains a link to the data, you can use Web reports to work interactively with AR System data.

For Web reports, the available fields come from the standard view of the form or from the view defined as the Master View for the locale. If the fields that appear do not match the fields you see on the form, there might be a Web - Alternate view defined. Fields in a Web - Alternate view do not appear in the Available Fields list.

For more information, see Creating-and-managing-custom-web-reports.


 

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