Reports Tutorial

The purpose of this topic is to help you get started with the reporting feature in Systems Manager.

Video: Systems Manager Reporting (1:48)

 

This tutorial guides you through the following processes:

 

  1. Creating a report folder.
  2. Creating reports.

 

Creating a Report Folder

Follow these steps to create a report folder:

  1. Click the Reports tab to display the report Library page:

  2. Click the New Folder button to display the Create Folder page:
  3. Enter My Reports for the new folder name.
  4. Clear the Available to all specialists check box to create a private folder, which prevents any other specialists in your company from viewing this folder and its contents.
  5. Click the Create button to return to the Save Report page. Your new My Reports folder displays on the Library page:

 

Proceed to the Creating Reports section to create and add reports to your My Reports folder.

 

Creating Reports

This tutorial provides instructions for creating the following types of reports:

 

Creating Tabular Reports

After you create your My Reports folder, follow the steps in this section to create the following tabular reports:

 

Follow these steps to create a My Queue tabular report:

  1. Click the Create Report subtab to display the Select Report Data page:

  2. In the Select the Report Data Type field, select Ticket.
  3. Click Next to display the Select Report Style page:

  4. Select the Tabular report option.
  5. Click Next to display the Define Report Filter page:

  6. Click the add filter button  to display the Add Filter page:

  7. From the Condition 1 drop-down lists, select Status, equals, and Open.
  8. Click Append Condition to display the Condition 2 fields:

  9. From the Condition 2 drop-down lists, select Assignee (Specialist), equals (include workgroups), and your username.
    Note: By selecting the equals (include workgroups) operator, you instruct the report to return all tickets assigned directly to you as well as all tickets assigned to workgroups of which you are a member.
  10. Click Add to Report to add this filter to your My Queue report and return to the Define Report Filter page:

  11. Click Next to display the Select Columns page:

  12. Accept the default columns and click Next to display the Select Sort Order page:

  13. Accept the default settings and click Next to display the Save Report page:

  14. In the Report Name field, enter My Queue.
  15. Clear the Available to all specialists check box to display your private folders in the Folder list.
  16. From the Folder drop-down list, select My Reports.
  17. Review all of the criteria you have set for the report definition in the Report Summary section.
  18. Click Preview to display a sample view of the report to make sure it includes the data you want.
    Note: Click the Save button on the preview page to return to the Save Report page.
  19. Click Finish to save and run your report:

  20. Click the Library subtab to display the Library page. Your new My Queue report displays on the Library page:

You can also view this report on the Problem Management subtab of the Help Desk tab.

 

Follow these steps to create a First Call Ticket Resolution tabular report:

  1. Click the Create Report subtab to display the Select Report Data page:

  2. In the Select the Report Data Type field, select Ticket.
  3. Click Next to display the Select Report Style page:
  4. Select the Tabular report option.
  5. Click Next to display the Define Report Filter page:

  6. Click the add filter button to display the Add Filter page:

  7. From the Condition 1 drop-down lists, select Resolution Time (Minutes) and equals; enter 0 in the text box.
    Note: If you consider a ticket that is resolved in an hour or less to be a first call resolution, select Resolution Time (Minutes) and less than or equals to from the Condition 1 drop-down lists; enter 60 in the text box.
  8. Click Add to Report to add this filter to your report and return to the Define Report Filter page:

  9. Click Next to display the Select Columns page:

  10. Optional: Select the Resolution column and click Add to include it in the Display Columns list:

  11. Click Next to display the Select Sort Order page:

  12. From the Primary drop-down list, select Ticket #.
  13. Select the corresponding Descending option.
  14. Click Next to display the Save Report page:

  15. In the Report Name field, enter First Call Ticket Resolution.
  16. Clear the Available to all specialists check box to display your private folders in the Folder list.
  17. From the Folder drop-down list, select My Reports.
  18. Review all of the criteria you have set for the report definition in the Report Summary section.
  19. Click Preview to display a sample view of the report to make sure it includes the data you want.
    Note: Click the Save button on the preview page to return to the Save Report page.
  20. Click Finish to save and run your report:







  21. Click the Library subtab to view your new report in the tree. Your new First Call Ticket Resolution report displays on the Library page:

 

You can also view this report on the Problem Management subtab of the Help Desk tab.

 

Proceed to the Creating a Summary Report section to create a summary report.

 

Creating a Summary Report

Now that you have created tabular reports, follow these steps to create a Systems by Department summary report:

  1. Click the Create Report subtab to display the Select Report Data page:

  2. In the Select the Report Data Type field, select Computer.
  3. Click Next to display the Select Report Style page:

  4. Select the Summary report option.
  5. Click Next to display the Define Report Filter page:

  6. Click Next to display the Customize Display page:

  7. In the Select a Display Format list, select the Pie Chart format.
  8. Click Next to display the Select Grouping Attributes page:

  9. From the Primary Group By drop-down list, select Asset Department.
  10. Click Next to display the Save Report page:

  11. In the Report Name field, enter Systems by Department.
  12. Clear the Available to all specialists check box to display your private folders in the Folder list.
  13. From the Folder drop-down list, select My Reports.
  14. Review all of the criteria you have set for the report definition in the Report Summary section.
  15. Click Preview to display a sample view of the report to make sure it includes the data you want.
    Note: Click the Save button on the preview page to return to the Save Report page.
  16. Click Finish to save and run your report:






  17. Click the Library subtab to view your new report in the tree. Your new Systems by Department report displays on the Library page:




 

You can also view this report on the Systems subtab of the Help Desk tab.

 

Proceed to the Creating a Matrix Report section to create a matrix report.

Creating a Matrix Report

At this point, you have created a report folder, two tabular reports, and a summary report. This section provides instructions for creating a matrix report, including a way to use the "copy report" feature.

 

Follow these instructions to create an Average Resolution Time by Category matrix report:

  1. Click the Reports tab to display the reports Library page:

  2. Expand the Ticket Reports folder:

  3. Click the Average Resolution Time by Priority report Copy link to display the Copy Report page:

  4. Click the Edit button to display the Select Report Style page:

  5. Accept the Matrix option and click Next to display the Define Report Filter page:

  6. Accept the Status equals Closed filter and click Next to display the Customize Display page:

  7. Accept the Horizontal Bar Graph display format and click Next to display the Select Grouping Attributes page:

  8. From the Primary Group By drop-down list, select Category.
  9. Click Next to display the Save Report page:

  10. Change the Report Name to Average Resolution Time by Category.
  11. Clear the Available to all specialists check box to display your private folders in the Folder list.
  12. From the Folder drop-down list, select My Reports.
  13. Review all of the criteria you have set for the report definition in the Report Summary section.
  14. Click Preview to display a sample view of the report to make sure it includes the data you want.
    Note: Click the Save button on the preview page to return to the Save Report page.
  15. Click Finish to save and run your report:

  16. Click the Library subtab to view your new report in the tree:

 

You can also view this report on the Problem Management subtab of the Help Desk tab.

Conclusion

Congratulations! You have created a report folder and several reports. You are now familiar with the new, customizable reporting feature of Systems Manager.

 

Note: Refer to the Systems Manager online help for more information about creating and managing reports.