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Searching and Reporting

BMC FootPrints Service Core contains a number of options for querying the database. From simple keyword searches to multi-level metrics with color charts, virtually any data can be reported on in BMC FootPrints Service Core to analyze activity, trends and statistics with no programming via the BMC FootPrints Service Core web interface. 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.

Topics in this chapter include:

• Searching
  • About Searching —Introduction to search topics.
  • Quick Search  —Available from anywhere in BMC FootPrints Service Core from the top frame. Search by keyword or Issue number.
  • Built-in Queues —Homepage queues available in BMC FootPrints Service Core.
  • Advanced Search —Complex search on all fields and criteria.
  • Saved Searches —Save advanced search criteria to create queues available from the BMC FootPrints Service Core Homepage.
  • Cross Workspace Searching —Search for issues that match criteria for multiple Workspaces
• Reports
  • About Reporting —Introduction to reporting topics.
  • Single Issue Report —Available from the Details page of an Issue.  Displays a printable page.
  • Quick Report —Create a report of Issues displayed on the Homepage using the Quick Action dialog.
  • Custom Reports —Create custom reports with custom criteria and formatting options, including graphics and multi-level metrics.
  • Saving and Printing Report Data—Information on saving and printing report data from the browser.
  • Saved Reports —Access saved custom report templates.
  • Shared Reports—Report templates that are shared by different users.
  • Administrator Flashboard —Displays up-to-the-minute graphical representation of Service Desk and Workspace activity.
  • Cross-Workspace Reporting —Custom reports across multiple workspaces.
  • Time Tracking Reports —Generate time tracking and billing reports.
  • Metric Reports —Generate statistical data and metrics about the Workspace.
  • 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.