Reports

This topic applies to systems using a Service Desk or Universal license only.

Breached Incident Report

File name:

Breached Incident Report.rpt

Purpose:

Lists all incidents that have breached their Is Breach? escalation action

Parameters:

Start Date, End Date

Fields displayed:

ID, Creation Date, Status, Customer, Title, Breach Date & Time, Minutes Breached

General Incident Report Specific

File name:

IncidentsGeneralSpecific.rpt

Purpose:

To display all the incidents according to the Parameters provided

Parameters:

Start Date, End Date, Breached and Status

Fields displayed:

ID, Severity, Logged By, Breached, Status, Start Date and End Date

Incident Report

File name:

Incident.rpt

Purpose:

Used to create the report that is displayed when you click the print button on an Incident

Parameters:

Guid

Fields displayed:

Logged By, Severity, Status, Breached, Logged Date, Assigned Group, Assigned Analyst, Category, Summary and Notes

Incident Summary Report

File name:

IncidentSummary.rpt

Purpose:

Displays charts of Incidents by Status and Incidents by Category

Parameters:

Incident Start Date, Incident End Date

Fields displayed:

Total Number of Incidents Raised for this period, Total Number of Incidents not Closed

Incidents Closed Within One Day

File name:

IncidentsClosedWithinOneDay.rpt

Purpose:

Lists and shows the percentage of incidents that were closed within 24 hours of being logged during a specified date range.

Prompts:

Period From and Period To (selects incidents created during this date range)

Fields displayed:

Incident ID, Description, Open Date, Close Date.

Total incidents and Percentage closed within one day.

Incidents Created in Month by Assignee

File name:

OpenIncidentsByMonth.rpt

Purpose:

To display all the open incidents for a specified month.

Parameters:

Month, Year

Fields displayed:

Grouped By Assigned Group and then Assignee. It then displays: Percent already resolved, ID, Severity, Breached and Description.

Time to resolution report

Before you can use this report, you need to add some views to your Service Desk database. See below for details.

File name:

TimetoResolution.rpt

Purpose:

Calculates the number of business hours that have passed from when the incident was opened until the last time that it was resolved, excluding any time when the incident clock was stopped

Parameters:

Date From, Date To

Fields displayed:

ID, Description, Creation Date, Resolution Date, Duration, Clock Stopped, Actual Duration

Apply the views to your Service Desk database only if you are going to use this report. There may be a small performance degradation by adding this view. Make sure that you use the appropriate script for your database: the Microsoft SQL Server scripts end with _SQL.sql.

To add the required views to your database:
  1. Using your database management system, apply the provided scripts in the following order:
    Duration Functions_SQL.sql
    vw_Max_Resolution_SQL.sql
    vw_IncidentDuration_SQL.sql

The scripts are found in the folder C:\Program Files (x86)\LANDesk\Service Desk\Reports on your Service Desk server.