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Reports provide detailed information about services, users and customers in a highly-customizable format that can be easily shared or exported. This can include things such as the rate of open incidents to resolved incidents, problems created during a certain time period or tracking all activity on the account. Custom reports can be created for any type of record on an account-wide (i.e., global) or per-service basis. Reports can also be exported, emailed and set to run automatically.
Each record type has its own Reports & Queues page. This page is divided into the following sections:
The available report types are as follows:
See Create, Save, and Share Custom Reports for more information.
When technicians select "Share Report" when saving a custom report, the report becomes available to other technicians on the service under "Shared Reports" on each dashboard page. Others can add them to their own dashboard queues as well. See Access and Run Shared Reports for more information.
Standard Service Reports
Service Desk includes a set of standard reports (i.e., service reports) that have already been configured for quick-and-easy use. Designed to be available for all users across all services, these reports can be access and run by technicians with just a few clicks. See Run Standard Service Reports for more information.
You can do the following with saved custom reports and shared reports.