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ServiceDesk Plus provides predefined reports that technicians can use to generate reports instantly. Predefined reports can also be edited to fine tune the data displayed as needed.
To view the various reports available, go to the Reports tab. The various reports are listed and grouped under different folders.
Role Required: SDAdmin, Technicians with Complete Access to Reports module
Report Types
Analyze data related to the tasks in tabular reports. You can view the following task reports:
Analyze data related to the worklog based on technicians, worklog type, and modules.
Chat reports list reports based on chats between technicians and end users. You can view these reports by:
In each report, you can obtain the total count of chats for each criteria. The Completed chats report gives comprehensive details such as chat ID, requester, technician, chat start time, chat completed time, request ID, and the time taken to complete the chat.
View metrics from release requests in the following reports:
Reports by Site, Support Group, and Technician
These reports outline data related to associations between sites, support groups, and technicians in the following query reports:
These are reports based on the login activity of the users that provide information such as Last Login Time, Last Logout Time, IP Address, Domain, Email, or Department.
The available default reports are:
Reports by SLA
This report presents request data aimed around SLA time. You can view the requests sorted by created time, due by time, resolved time, completed time, overdue status, elapsed time, and SLA resolution time. SLA reports help organizations track request SLA violations and measure the performance of their help desk teams.
Reports on Request Time Analysis
These reports can be grouped into two categories: Assessment reports and Time spent reports.
Request OLA reports determine the OLA metrics in requests, largely in relation to the associated SLA. You can view these reports by:
You can also view data regarding the groups that have complied with the applied OLA.
Reports on Incident Requests
These reports consist of all the open, closed, and SLA violated Incident Requests based on parameters such as category, priority, request date, due date, technician, and group.
Reports on Service Requests
These reports consist of all the open, closed, and SLA violated Service Requests based on parameters such as category, priority, request date, due date, technician, and group.
Reports by All Requests
These reports provide you with a graphical view of all open and closed requests by category, group, created date, department, due date, level, priority, status, technician, status by category, status by level, status by priority, status by a technician.
Reports by Completed Requests
These reports show the distribution of completed and closed requests. Similar to Report by all request, these reports are also generated based on various parameters such as category, group, department, due date, level, mode, priority and request date.
Reports by SLA Violated requests
These reports display the distribution of the requests that have violated the SLA that was applicable to them. You can view these violations based on the request category, group, the department from which the request was generated, and the technician who handled the request and so on.
Reports by Pending Requests
This shows the distribution of all pending requests for a specific period of time, based on different parameters, such as priority, department, technician, category, due date, request date and so on.
Request Summary Reports
These reports provide you with a high-level view of the requests received and closed during a particular period, date-wise. The summary reports available are the received request summary reports by date and closed request summary reports by date. These reports are generated on the parameters of request received or closed by technicians, request received or closed in a specific category, priority, and mode.
Reports by All Problems
You get a graphical view as well as a tabular view of all open, closed, on-hold, and resolved problems based on different parameters such as category, status, priority, impact, technician, and urgency.
Reports on Pending Problems
You get a graphical view as well as a tabular view of all open and on-hold problems based on different parameters such as category, priority, urgency, and incident counts.
Reports on Completed Problems
You get a graphical view as well as a tabular view of all closed problems based on different parameters such as category, priority, urgency, cost, and incident counts.
Reports by All Changes
You get a graphical view as well as a tabular view of all approval, approved, completed, implementation, planning, rejected, release, requested, review, and testing changes based on different parameters such as category, impact, status, change type, technician, time spent on change and priority.
Reports on Pending Changes
You get a graphical view as well as a tabular view of all pending changes such as approval, approved, implementation, planning, release, requested, review, and testing changes based on different parameters such as category, priority, change type, urgency, incident counts and problem counts.
Reports on Completed Changes
You get a graphical view as well as a tabular view of all completed changes based on different parameters such as category, change type, priority, urgency, cost, incident counts, and problem counts.
These reports provide information on the technician's time spent on requests and the cost per technician based on the time spent. You can group the report information based on category, department, requester, and technician attending to the request. The time spent report by the requester gives you an idea of the cost per requester and the number of requests.
By default, the help desk reports will be created for the current week. You can choose any custom period of your choice or choose to create reports for last week, or this month, or for just this day. All these reports can be used for analysis purposes. For example, the reports mapped against the parameter technician can be used to measure the technician responsiveness and load handling capability.
Analyze the various metrics in your projects using tabular and graphical reports such as:
These reports provide you with the summary details on the survey results based on various parameters. All these reports help in measuring the efficiency and effectiveness of the support team and take respective corrective actions.
Under Survey reports you have,
Under software reports you have, Software Reports - Purchased Vs Installed software, Software by Category and Software by Manufacturer. Under software reports - purchased Vs Installed software you can view the list of all software purchased vs installed in each of the workstations in your organization. Under software by category, you can view the list of all software classified under the default software category. Under Software by Manufacturer, you can have the tabular view of all software used in your organization listed based on the manufacturer of the software.
This folder lists reports related to assets and software that are frequently accessed by Asset Managers.
The available frequently asked reports are:
All Computers (Workstations and Servers)
The workstation reports give you information about the various workstation-related metrics.
Computers by Computer Group report gives you a high-level distribution of workstations based on computer groups.
Computers by Domain report tells you the computers grouping based on domains. Thus you get to know the number of computers in each of the domains in your organization network.
Computers by Manufacturer report gives you a high-level distribution view of the computers used by different manufacturers.
Computers by OS report gives you an overview of the percentage of computers belonging to each type of operating system. Thus you will also know the different types of Operating Systems in use in your organization.
Computers by Processor Manufacturer report gives you the graphical view as well as the tabular view of the computers by processor manufacturer. Thus it gives a count of all computers with processor vendor name used in your organization.
Computers by Processor Type report will give a tabular view of all processor types in each computer used in your organization.
Computers by Vendor report gives a graphical as well as the tabular view of all vendors for each of the computers in your organization.
Computers with less than 4GB RAM displays a report of all computers in your organization with less than 4 GB of RAM.
Computers with more than 4GB RAM displays a report of all computers in your organization with more than 4 GB of RAM.
Operating System by Region gives you the list of workstations that are grouped under a particular region but are not yet assigned to any user or department. The list of computers is also displayed in the tabular form just below the graph.
Unassigned workstations by Domain gives you the number of computers that are connected to the domains but are not assigned to any user or department or computer. The list of computers is also displayed in the tabular form just below the graph.
Servers
Obtain reports on the servers in your organization such as:
Get a detailed report on all the changes done to CIs over time. The report will list the CI name, updates done, and user who performed the update. You can also view if the CI was added to the application manually or through CSV import.
Workstation Summary Reports
Get an overview of the hardware and software information of the workstations in your organization.
Audit Reports
Review the audit history of workstations. The updated audit reports are available only if the workstations in your organization are scanned.
To get the audit report for previous weeks,
Fetch graphical charts of asset count using the following reports:
Under contracts reports, you have reports based on Active contracts, Contracts by Max value, Contracts by status, Contracts by the vendor, and Expired contracts. Active Contracts shows all the open contracts in your organization in a graphical and tabular view. Contracts by Max Value shows all the contracts which cost above 1000$ will be displayed in both graphical and tabular view. Contracts by Status show the list of all contracts with its status level such as open contracts, expired, expired in the last 30 days, expiring in the next 7 days, and expiring in the next 30 days in a graphical and tabular view. Contracts by Vendor shows all the contracts with all status level but classified based on the vendor. Expired Contracts shows the list of all the expired contracts in your organization.
Under purchases you have reports based on PO Vendors, PO by Ordered Date, PO by Required Date, PO by Status. Purchase orders by vendors give the graphical view and tabular view of all the approved, pending for approval, partially approved, closed, overdue, POs due in next 7 days, POs due in next 30 days purchase orders classified based on the vendor name. Purchase orders by ordered date give the graphical view and tabular view of all the approved, pending for approval, partially approved, closed, overdue, POs due in next 7 days, POs due in next 30 days purchase orders classified based on the ordered date. Purchase orders by required date give the graphical view and tabular view of all the approved, pending for approval, partially approved, closed, overdue, POs due in next 7 days, POs due in next 30 days purchase orders classified based on the required date.
Obtain a simple report about the assets that have been depreciated by 50 percent or below.