Custom Reports

ServiceDesk Plus enables you to create your own reports to meet the unique needs of your organization based on your service desk data.

To create your custom reports,

Click the New Custom Report button on the Reports home page.
Enter the relevant Report Title. This is a mandatory field.
Choose a report type. You can create Tabular Reports, Matrix Reports, Summary Reports, Audit Reports, CI History Reports, and Request Metrics Report.
Click Proceed to Report Wizard to configure further report settings. This page differs based on the report type.

Modules and sub-modules available for different report types:

Report Type	Modules and sub-modules that can be selected
Tabular Reports	All Requests Incident Requests Service Requests Status changed history Technician changed history Group changed history TimeSpent Tasks Request Tasks Project Tasks Milestone Tasks Problem Tasks Change Tasks Release Tasks Projects Survey Problems Changes All Assets (Disposed assets will not be included in custom reports. However, you can apply the disposed state filter in the asset list view and then export.) All Computers (Workstations and Servers) Workstations Alone Server Alone Virtual Hosts Virtual Machines Contract Purchase Software Archived Requests Software by site CMDB All Assets All asset types and product types Notes Request Notes Conversations Request Conversations Worklog
Matrix Reports	All Requests Incident Requests Service Requests Status changed history Technician changed history Group changed history TimeSpent Survey Problems Changes All Assets All Computers (Workstations and Servers) Workstations Alone Server Alone Virtual Hosts Virtual Machines Contract Purchase Software Archived Requests Software by site CMDB All Assets All asset types and product types
Summary Reports	All Computers (Workstations and Servers) Workstations Alone Server Alone This module will be auto-selected. You can select the sub-modules needed.
Audit Reports	Audit History This module will be auto-selected.
CI History Report	CI History This module will be auto-selected.
Request Metrics Report	All Requests Request Metrics Report This module and sub-module will be auto-selected.

Tabular Reports

Tabular reports are simple reports that allow you to list your data based on certain criteria. If you had selected the Tabular Reports option then you have five steps to create a complete customized tabular report. If you wish to skip a particular option then click the next tab and move to the next step.

Display Columns

The first step to create tabular reports is to select the display columns which need to be displayed in the tabular report. Select the columns from the Available Columns list box and click >> button to move them to Display Columns list box. Click the << button if you want to remove any column from the Display Columns list box.

Click Next button. This leads you to the grouping of columns, where you can choose two levels of grouping.

Filter Options

If you are using the date/time filter criteria, select the date column name from the Select Column combo box.
Select the period for which you want to generate the report. If you would like to generate a report during this week, last week, this month, last month, this quarter, last quarter or today, yesterday then select the During radio button and select the time period from the combo box. (OR) If you wish to provide a custom period, then select the From and To date using the calendar button.
To use Advanced Filtering, select the column name such as Requester name, region site and so on from the combo box. Select the criteria (is, is not, contains and so on) from the combo box. You can pick value by invoking the icon. Select AND or OR option from the combo box to add more than one criterion. You can delete criteria by clicking the delete icon.
Click the Choose button and select the value for the column to add as a filter condition.
Click as Add to Filter button to add the filter condition to the filter set which gets listed under the Filter Set title.
Click the Next button to go to the grouping of data.

Grouping Data

From the Group by drop-down, select the column based on which you wish to group the data.
Sort the data based on columns using Order by drop-down and choose the sorting method: Sort by ascending order or Sort by descending order. You can add two more columns for sorting the data using the Then drop-down.

Column Summary

You can get the column summary for all the columns in the report. If you wish to have the column summary displayed in the report, select the column summary options available for each column. The summary options differ for each column you have selected.

Click Next.

Charts

In addition to the tabular chart, if you wish to have a chart displayed for a particular column then, or you can skip this option and directly run the report.

Select the chart type to be displayed from the combo box.
Select the Axis column from the combo box to be displayed in the chart. This is a mandatory field. The data will be grouped in the chart based on the column selected.
Select the Display Format from the combo box. For example, in numbers or in percentage.
Click Run Report.
On running the report you get a tabular report as well as the graphical view for the selected column data.

Matrix Reports

Use matrix reports to display the data in rows and columns. You can further group the data based on the criteria chosen.

To generate a matrix report,

Choose the report type as Matrix Reports.
Choose a module and sub-module.
Click Proceed to Report Wizard.

The matrix report can be generated in two steps:

Step 1: Group Data

Select the criteria to group the information into rows and columns. You can group the data in matrix reports via simple grouping and advanced grouping.

Simple Grouping

Go to the Simple tab.
Select the grouping criteria for the top column information and left column information from their relevant combo boxes. These are mandatory fields.
Select the criteria to summarize the columns using the Summarize column by drop-down.

Advanced Grouping

1. Go to the Advanced tab.

2. In the Column Grouping section, you can select up to 5 columns to display in a report. This is a mandatory field.

Note: The date format drop-down is displayed only when a date/time field is selected as a column grouping criteria.

3. In the Group by section, you can select up to 5 criteria to group the data displayed in the report. This is a mandatory field.

4. Choose the criteria to summarize columns using the Summarize column by drop-down fields.

The columns selected in Column Grouping and Group by must be unique.

If the date/time field is selected in Column Grouping, the Date Filter criteria is made mandatory.

Step 2: Filter Options

If you are using the date/time filter criteria, select the date column name from the Select Column combo box.
Select the period for which you want to generate the report. If you would like to generate a report during this week, last week, this month, last month, this quarter, last quarter or today, yesterday then select the During radio button and select the time period from the combo box. (OR) If you wish to provide a custom period, then select the From and To date using the calendar button.
To use Advanced Filtering, you first need to select the radio button for matching all the selected criteria or any one of them. Then from the column listing, select the various columns from the list and set the match operator and mention the values for matching the column as (is, is not, contains and so on) from the combo box.
Click the Choose button and select the value for the column to add as a filter condition.
Click as Add to Filter button to add the filter condition to the filter set which gets listed under the Filter Set title.
Click Run Report button. You get a matrix report.

By default, the date filter time limit is set to 30 days. The value can be changed based on the global configuration entry.

Summary Reports

Summary reports are detailed reports that allow you to list your data based on certain criteria. To create a Summary Report, Choose the Summary Report and Click Proceed to Report Wizard button. You have two steps to generate a complete summary report.

Display Columns

The first step to create summary reports is to select the display columns which need to be displayed in the summary report. Select the columns from the Available Columns list box and click the >> button to move them to the Display Columns list box. Click the << button if you want to remove any column from the Display Columns list box.

Click Next. This leads you to the grouping of columns, where you can choose two levels of grouping.

Filter Options

If you are using the date/time filter criteria, select the date column name from the Select Column combo box.
Select the period for which you want to generate the report. If you would like to generate report during this week, last week, this month, last month, this quarter, last quarter or today, yesterday then select the During radio button and select the time period from the combo box. (OR) If you wish to provide a custom period, then select the From and To date using the calendar button.
To use Advanced Filtering, you first need to select the radio button for matching all the selected criteria or any one of them. Then from the column listing, select the various columns from the list and set the match operator and mention the values for matching the column as (is, is not, contains and so on) from the combo box.
Click the Choose button and select the value for the column to add as a filter condition.
Click as Add to Filter button to add the filter condition to the filter set which gets listed under the Filter Set title.
Click Next button to go to the grouping of data.

Audit Reports

Audit reports are detailed history reports that allow you to list your inventory history data based on scan time criteria. Click Proceed to Report Wizard button to go to the next page. This opens the Audit History Report page.

You have three audit history reports options, on scanning the workstation you get the updated version of all the audit reports.

Audit history by workstation.

Audit history by workstation gives a complete audit report of the hardware and software details of the workstation.

Audit history by timeline.

Audit history by timeline gives a detailed overview of all the actions taken place in a workstation for a specific time period.

Audit history by changes.

Audit history gives a complete report on all changes taken place in a workstation.

Select any of the three audit history report options. Specify the scan date from the combo box.

Click Run Report.

CI History Report

Custom CI History Report lets you get a detailed report on all the changes done to CIs over time. The report will list the CI name, include the updates done on that CI and display who has done that modification. Apart from these, you will also be able to view information on how the CI got added to the application (Manual/CSV Import).

Request Metrics Report

With Request Metrics Reports, you can generate reports on completed requests based on grouped request values. This report provides a bird's eye view of various metrics in completed requests that help you identify areas where request completion ceased and led to delayed completion.

After entering the report name, click Proceed to Report Wizard to configure the following request settings:

Display Columns: Select the columns whose data must be fetched while generating the report. Select the columns from the Available Columns list box and click the >> button to move them to the Display Columns list box. Click the << button to remove any column from the Display Columns list box.
Filter Options: In the filter options section, you can choose to filter the report data based on:
- Date/time criteria - Select the column to apply the date/time filter from the Select Column combo box. Select the period for which you want to generate the report. You can choose the time for a specific period using During drop-down or you can select custom dates using From and To calendar fields.
- Advanced criteria - You can filter the report data based on request properties. Select the request property from the Column Name combo box. Select a criteria and add the value. Finally, select the operator to apply (AND/OR). You can add more than one criteria using the icon.
Grouping Data: You can group the report data into columns for easy comparison. Choose up to 5 request properties to group the data from the Select Column drop-down fields.

Click Run Report to generate the report.