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About Reporting
contains
a number of reporting options. From simple keyword searches to multi-level
metrics with color charts, virtually any data can be reported on in to analyze activity, trends,
and statistics with no programming via the
web interface. Report
data can help you assess how your team’s resources are being allocated,
review activity and capacity levels, and produce time tracking and billing
information for charge-backs and billing. Use
report data to justify staff changes, manage the types of problems assigned
to each member, and use staff resources in the most effective manner.
The following topics contain detailed instructions for
each of these kinds of reports.
- Single Issue Report—Create
a report on a single Issue from the Details
page.
- Quick Report—Create a report
of Issues displayed on the Homepage using the Quick
Action Checkbox dialog.
- Custom Reports—Create custom
reports with custom criteria and formatting options, including graphics
and multi-level metrics.
- Saving and Printing
Report Data—Save
and print report data from the browser.
- Saved Reports—Access saved
custom report templates.
- Shared Reports—Access report
templates that are shared by different users.
- Administrator
Flashboard—Display
up-to-the-minute, customizable, graphical representation of service desk
and Workspace activity.
- Metrics—Generate reports
for statistical and historical analysis
- Cross-Workspace
Reporting—Create
custom reports across multiple Workspaces.
- Time Tracking
Reports—Generate
time-tracking and billing reports.
- Report Templates—Create single-issue
report templates for printing out Purchase Orders, Work Orders, RMAs,
etc.
- Auto-Run Reports—Schedule custom
reports to be generated and emailed automatically on certain days/times.
- Change Manager Reports—If you have the Change Manager add-on module, you can run reports on
Issues that are part of a Change Manager workflow.
- Knowledge Base Reports—Knowledge Base reports provide data and statistics on Knowledge Base usage. Knowledge Base reports return data on internal and public solutions.