Reports
This topic applies to systems using a Service Desk or Universal license only.
Breached Incident Report
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File name: |
Breached Incident Report.rpt |
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Purpose: |
Lists all incidents that have breached their Is Breach? escalation action |
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Parameters: |
Start Date, End Date |
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Fields displayed: |
ID, Creation Date, Status, Customer, Title, Breach Date & Time, Minutes Breached |
General Incident Report Specific
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File name: |
IncidentsGeneralSpecific.rpt |
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Purpose: |
To display all the incidents according to the Parameters provided |
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Parameters: |
Start Date, End Date, Breached and Status |
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Fields displayed: |
ID, Severity, Logged By, Breached, Status, Start Date and End Date |
Incident Report
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File name: |
Incident.rpt |
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Purpose: |
Used to create the report that is displayed when you click the print button on an Incident |
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Parameters: |
Guid |
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Fields displayed: |
Logged By, Severity, Status, Breached, Logged Date, Assigned Group, Assigned Analyst, Category, Summary and Notes |
Incident Summary Report
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File name: |
IncidentSummary.rpt |
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Purpose: |
Displays charts of Incidents by Status and Incidents by Category |
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Parameters: |
Incident Start Date, Incident End Date |
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Fields displayed: |
Total Number of Incidents Raised for this period, Total Number of Incidents not Closed |
Incidents Closed Within One Day
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File name: |
IncidentsClosedWithinOneDay.rpt |
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Purpose: |
Lists and shows the percentage of incidents that were closed within 24 hours of being logged during a specified date range. |
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Prompts: |
Period From and Period To (selects incidents created during this date range) |
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Fields displayed: |
Incident ID, Description, Open Date, Close Date. Total incidents and Percentage closed within one day. |
Incidents Created in Month by Assignee
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File name: |
OpenIncidentsByMonth.rpt |
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Purpose: |
To display all the open incidents for a specified month. |
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Parameters: |
Month, Year |
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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.
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File name: |
TimetoResolution.rpt |
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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 |
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Parameters: |
Date From, Date To |
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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:
- 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.