Incident Reports
CSM provides numerous OOTB Incident Reports, including several Reports with drill-down functionality. Notable Incident Reports include:
| Report | Description | Association | Saved Search |
|---|---|---|---|
| Incidents by Owner | Bar chart shows the number of Incidents by CSM User within a User-specified date range. Also lists Incident details. | Incident | Date Range for Report |
| Incidents by Team | Bar chart shows the number of Incidents by Team within a User-specified date range. Also lists Incident details. | Incident | Date Range for Report |
| Incidents by Category | Bar chart shows the number of Incidents by Category within a User-specified date range. Also lists Incident details. | Incident | Date Range for Report |
| Incidents by Priority | Pie chart shows the percentage of Incidents by Priority within a User-specified date range. Also lists Incident details. | Incident | Date Range for Report |
| Incidents that Occur Most Often | Bar chart shows the top five Incident categories by the number of Incidents within a User-specified date range. Also lists Incident details. | Incident | Date Range for Report |
| Overdue Incidents | Bar chart shows the number of overdue Incidents by Owner. Also lists Incident details. | Incident | Open Overdue |
| Top 10 High Volume Customers | Bar chart shows the number of Incidents by Customer within a User-specified date range. Also lists Incident details. | Incident | Date Range for Report |
| Incident Duration Metrics | Bar charts (each priority (priority 1, priority 2, priority 3) show the number of closed Incidents by duration (days) within a User-specified date range. Also lists Incident details. | Incident | Closed in Date Range |
| My Open Incidents | Lists open Incidents owned by me (Current User). | Incident | My Open Incidents |
| My Open Incidents by Category | Lists open Incidents owned by me (Current User) by category. | Incident | My Open Incidents |
| Condensed High Volume Customers |
Drill-down Report. Bar graph shows the top ten Customers based on the number of submitted Incidents within a User-specified date range. Also lists Incident details. Drill down to view the Incidents by clicking a link in the Incident ID column. |
Incident | Date Range for Report |
| Condensed Incident Duration Metrics |
Drill-down Report. Three bar graphs (based on Priority) show the number of days required to close Incidents within a User-specified date range. Also lists Incident details. Drill down to view the Incidents by clicking a link in the Incident ID column. |
Incident | Closed in Date Range |
| Condensed Incidents with Longest Duration |
Drill-down Report. Bar graph shows the number of days required to close Incidents (by Incident category) within a User-specified date range. Drill down to view the Incidents by clicking a link in the Incident ID column. |
Incident | Date Range for Report |
| Incident List with Audit Trail |
Drill-down Report. Lists Incidents and their associated Journal Records within a User-specified date range. Drill down to view the Journals by clicking a link in the Incident ID column. If an Incident does not have any associated Journals, the Incident ID is not be underlined (indicates a link). |
Incident | Date Range for Report |
| Incident List with Task Audit Trail |
Drill-down Report. Lists Incidents and their associated Task records within a User-specified date range. Drill down to view the Journals by clicking a link in Incident ID column. If an Incident does not have any associated Tasks, the Incident ID is not be underlined (indicates a link). |
Incident | Date Range for Report |
| Incidents by Source Call |
Drill-down Report. Pie chart shows the percentage of Incidents based on the source of the initiation (ex: E-mail, Portal, etc.) within a User-specified date range. Drill down to view the Incidents by clicking a link in the Incident Source column. |
Incident | Date Range for Report |