Reports
Definition
A report is used to extract data associated with a menu in real time in order to generate a custom statistical report (in PDF or CSV format, etc.) that is more complex than the reports built using standard filters.
It can also be used as an archive tool or to establish a history of statistical data by storing snapshots of data managed at a given time.
EndDefinition
- A report is built around a parent query that accesses a set of standardized data from the database.
- The data is extracted using filters. Views are used to group and format data. Contextual links enable you to open the form specific to each record in the report.
- You can run reports:
- Immediately, via the associated menu.
- At a scheduled time based on a frequency defined for the scheduled report. The statistical report will automatically be sent by email to a list of recipients.
- Reports can be stored in folders that are organized by function.
Example
The Service Desk Activity report is defined for the Service Operation menu.
- It uses the Action Operation parent query.
- Two filters are defined: Service Desk Calls and Incidents Not Solved.
- Three views are used to present data.
==> Display the report via the Service Operation menu
- The two filters and the three views are available in the drop-down lists and can generate several statistical reports if required.
- A contextual link for each record enables you to open the form specific to the incident.
==> You can create scheduled reports if you want to send monthly activity reports to managers in the IT Department.
Notes
- A dedicated Reports menu item is available in each menu. Your user profile must be authorized to access it.
- It groups all reports associated with the menu.
- It enables you to run reports immediately.
- You can create or modify reports as long as you have the appropriate rights to the Administration > Reports > Reports menu.
- You can create them by selecting Administration > Reports > Reports in the menu.
- You can modify them:
- By selecting Administration > Reports > Reports in the menu.
- By selecting the Reports menu item in the associated menu.
- Parent query of reports:
- You can only create it without any specific user rights when creating a report.
- You can modify it as long as you are authorized to edit display presentations.
See User Profiles > Edit rights and display rights.- Manually added fields will be available for all reporting tools and purge processing.
- They will not be available in parent queries used to define standard Service Manager objects.
- The filters and views used in a report are specific to the report. Users can create or modify them without any specific user rights.
- You can export and import reports.
Caution
- Values in catalogs that are inherited from a parent category, e.g. workflow or SLA, will appear in the interface in child categories. However, they will be only stored in parent categories in the database. There will be no values in the child categories.
As such, reports will only display the values of child categories if these were specifically defined in the catalogs. If this is not the case, there will be no value.
How to solve this issue in reports
- You can define the values in the catalogs when you create a child category. This will overwrite the inheritance mechanism and store the value specific to the child category in the database.
- You can also extract the catalog and specify values for the required child categories. You should then import the updated catalog using an integration model.
Best Practice
- Duplicate a filter or a view when you need to modify only a few criteria. Next, modify the properties that differ from the model.
- If you want to add fields to the report's parent query, you should do it before editing the report. See How to modify a parent query.
Characteristics specific to versions 2016 and earlier
The Report form in versions 2016 and earlier is different.
- To modify parent queries, your user profile must be authorized to edit display presentations. This is assigned in the module associated with the menu item using the parent query. See User Profiles.
Menu access
- Administration > Reports > Reports
- A dedicated Reports menu item is available in each menu.
Screens description
Name: Name of the report.
Comment: Comment field for describing the report.
Theme: Name of the menu associated with the report.
- The report will be available in the Reports menu item of this menu.
Folder Name: Name of the report folder where the report is saved.
Parent Query: Name of the parent query used to define the report.
- Only parent queries defined for the Theme will be available.
- You can click
to add a query only when creating a new report. Note: The icon is visible only if you do not select the parent query. - You can click
to duplicate an existing query only when the report is opened by selecting Administration > Reportings > Reportings in the menu. Note: The icon is visible only if you select the parent query. - The fields available in an existing parent query are parent query fields and other fields manually added to Service Manager internal reporting tools and purge processing.
Form: Name of the form to be opened when users click one of the records in the report. A link specific to the record will automatically be added to the first column in the report.
- Only forms linked to the parent query will be available.
- Mode for opening the form:
- Integrated: The record will be displayed in Form mode. Users can modify it based on their rights.
- Pop-up: Information specific to the record will appear in a secondary window. It cannot be modified.
Visibility: Used to define access to the report by profile. Click Visibility.
- Visible pane: Profiles with access to the report.
- Invisible pane: Profiles with no access to the report.
- Use the
, 
, 
and 
icons to move profiles from one pane to the other.
Filter Management: List of filters associated with the report.
- Default: When several filters are defined for the report, the default filter is the one automatically applied in the Filter drop-down list in the Reports screen.
- Add or select a filter. Next, click
to open the visual filter editor.- All fields in the report's parent query as well as other manually added fields will be available for the filter.
- All fields in the report's parent query as well as other manually added fields will be available for the filter.
Manage Views List of views associated with the report.
- Default: When several views are defined for the report, the default view is the one automatically displayed in the View drop-down list in the Reports screen.
- Add or select a view. Next, click to configure it.
- All fields in the report's parent query as well as other manually added fields will be available for the view.
Procedures
How to create a report
Step 1: Create the new report.
1. Select Administration > Reports > Reports in the menu.
2. Click + New.
Step 2: Specify the main information in the report.
1. Specify the main information in the report.
2. Select the parent query.
- You can duplicate an existing query via .
- You can click to create a new parent query. You must not select an existing query. See How to create a parent query.
- You can add fields to a parent query.
- Select the parent query associated with the new report.
- Click
next to the field.
The list of fields from the parent query associated with the report and other fields manually added to Service Manager internal reporting tools and purge processing will appear. - Add the fields you want. See How to modify a parent query.
3. Click Visibility and specify the profiles authorized to access the new report.
Step 3: Define the filters to be used in the report.
1. Click to add a filter and enter its name.
2. Define the conditions of the new filter.
- Click .
- The visual filter editor will appear.
- All fields in the report's parent query as well as other manually added fields will be available.
- Define the filter conditions. See Visual filter editor.
- Click OK.
You will return to the form of the new report.
3. Repeat the procedure to add the other filters to be used in the report.
Click to duplicate a filter when only a few criteria change.
- The new filter will appear at the bottom of the list. It will have the same name followed by the word, (Copy).
- Click then modify the properties that differ from the model.
4. (Note: Only if several filters are defined) Select the Default box for the filter to be applied automatically when the report is opened via the dedicated Reports menu item.
Step 4: Define the views to be used in the report.
1. Click to add a view and enter its name.
2. Click .
The view editor will appear.
CreateViewAlertReporting_Procedure
2. Define the order of the columns in the view.
- Select the Order box next to the field to be moved.
- Click Insert Here next to the field above which you want to move the selected field.
3. Specify the options depending on the type of field.
- Only for date fields: Select the way you want to group records from the Group by drop-down list.
example You want a quick view of all equipment whose warranty expires in 2021:
- End of Warranty field = 9/1/2021
- Grouping By Year = 2021
- Only for tree fields that are not in the last level: Indicate the first and last level of the hierarchy to be displayed.
- The value 0 is used to display all grouping levels in the hierarchy.
example Display the tree field, Location = North America/USA/New York/Manhattan/Broadway
- Start = 0, End = 0 ==> North America/USA/New York/Manhattan/Broadway
- Start = 1, End = 3 ==> USA/New York/Manhattan
- Start = 4, End = 5 ==> Manhattan/Broadway
- Location (last level) = Broadway
- The value 0 is used to display all grouping levels in the hierarchy.
- Select the measure type you want, i.e. number of records, totals, average.
4. Select the grouping level of the view using the Breakpoint column.
All fields up to this level are marked as Visible.
5. Select the fields you want to display in the view.
6. Click OK.
You will return to the form of the new report.
7. Repeat the procedure to add the other views to be used in the report.
Click to duplicate a view when only a few criteria change.
- The new view will appear at the bottom of the list. It will have the same name followed by the word, (Copy).
- Click then modify the properties that differ from the model.
8. (Note: Only if several views are defined) Select the Default box for the view to be applied automatically when the report is opened via the dedicated Reports menu item.
Step 5: Save and test the report.
1. Click Save.
- The new report will be available in the Reports menu item in the associated menu.
- If you created a new parent query, it will be available for all Service Manager internal reporting tools, e.g. trends, alerts, reports.
- If you added fields to a parent query, they will be available for all Service Manager internal reporting tools and purge processing.
2. Select the Reports menu item associated with the report.
3. Check that the filter automatically applied when the screen appears is the default filter you just defined.
4. Check that the report results are correctly displayed.
How to create a report using a template
Step 1: Select the template report.
1. Display the list of reports.
2. Click next to the template.
The Properties window of the report will appear.
Step 2: Create the new report.
1. Modify the information as required in the template report.
2. Click Save as to avoid overwriting the template report. Give a name to the new report.