Reports

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The reports section brings together reports from different areas: support, time management and projects. It also incorporates a custom report creator using SQL queries and a report scheduler to be able to plan report creation and delivery automatically from time to time.

Support reports

There are five types of specific support reports, each with a specific purpose: support report, resolution report, report by ticket types and report by operator.

Support report

It is the most comprehensive and general report. With more than thirty different filters, it allows you to create highly detailed reports that allow you to display dozens of PDF graphs, summaries, lists and parameters in a single PDF report. You may use it to make reports by customers, by customer groups, by status, and so on. You may also use a custom ticket search as the source of the report, to further expand the search filter.

The report contains eight general pie charts with some Top-N groupings (tickets with the highest activity, most active customers, by operator, open, closed, and so on).

General statistics and some Top-N in table format:

Listings and trend graphs:

Detailed ticket report

This report is specific to give all the possible details of a support ticket. From general data (the problem, title, people who intervene in it, custom fields, criticality, ticket age) as well as all the history of the ticket and its notes, history of activity, history of the SLA and its general metrics.

Resolution report

It is a technical report that shows a list of closed tickets aimed at finding out the impact it had on time, “dead breaks”, people involved and its resolution (including customer feedback).

Report by ticket type

It is a report in list format that groups tickets by company (that creates the ticket), number of tickets by type in a given time interval. It supports different filters.

Operators report

Specific report to control the quality of the support offered, showing metrics for each operator such as time spent, average time to resolve tickets, positive customer feedback and total tickets (filtered by company and time frame).

Customer incidents

This option allows you to view the number of created, resolved and in progress incidents, grouped by user, year and month.

Go to the left side menu and click on ReportsSupport & HelpdeskCustomer incidents.

It consists of the following filters:

  • Company: Filter company, it is mandatory.
  • Users: Multiple selection, it allows you to select the users of a selected company.
  • Date: It allows you to search by date period or by time range.
  • Show section state: It will show or not the status table.
  • Show section type incidents: It will show or not the table type.
  • Show section total: To visualize the global total of incidences.
  • Created From pandora: This filter allows to separate the report by incidents created from Pandora FMS or from Integria IMS (it will only be useful for customers with a Pandora FMS vinculated to Integria IMS).

In the case of selecting Created From pandora, and having an associated Pandora FMS, the first point will differentiate between the tickets created by the user, by Pandora FMS and together. That is to say, it will draw three graphs per user and in the total of the tickets it will only add the ones created by the user.

Status table: Total number of incidents in the different status in Integria IMS, for each selected user.

Table of types: Total number of incidents in the different types in Integria IMS, for each selected user.

Totals table: Total number of Integria IMS incidents created, resolved or in progress for each selected user.

Templates

Template management can be accessed through the menu ReportsReport managerTemplates. A view will be shown with the list with the templates already created where you may edit these, delete or create new templates.

To create templates, select the Create button that will take us to the form:

On the First Page you have an editor to compose the cover of your reports. You may add images, links, format the text and you may use macros:

  • _fullname_ to replace its name.
  • _reportname_ to replace by the name of the report.
  • _date_ to set the date.
  • _time_ to replace it with the time.

This also applies to the Header. In addition, the Header logo can be customized.

Project reports

Shows the requested information of the projects, access from the menu ReportsProject ManagementAll projects:

You can filter by:

  • Text string that will match the name and description of the project (text field in String to match in title or description of project).
  • Project owner (text field in Owner project).
  • Person(s) involved (text field in People involved).
  • Date (text field in Date and placing start in From and end of period in To).
  • Project group (list in Project group).
  • Included archieved project: Archived projects, by default not (activated in the example image).

With the filters set press the button Report and a list will be displayed with the following information:

  • Id: Project identification number.
  • Group: Project group.
  • Name: Project's name.
  • Owner: Project owner (Manager).
  • People involved: People involved in the project.
  • Progress Task: Total tasks completed and percentage of progress.

This list is available in HTML format, full screen and in PDF (it can also be exported in CSV format) through the icons located at the top right of the filter box.

Custom reports (SQL)

There is a way to create fully custom reports, which return a table that can be exported to excel or PDF, it is SQL custom reports. Only a global administrator can create them and needs to know SQL and the internal structure of the database to be able to create them:

Once created, other users with access to the reports (and the group) will be able to view and/or export them:

Report manager

With the report manager you may create templates and a schedule for the generation of reports to be sent by e-mail or stored in the system's report library so that they can be checked later.

Report templates

They consist of defining a custom cover page, which uses some macros to show the date and time of generation and the type of report involved. These report templates can then be used to generate a more professional looking PDF report.

Available macros:

  • _fullname_ will replace the name of the report creator.
  • _date_ will show the date the report is generated.
  • _time_ will show the time the report is generated.
  • _reportname_ name and type of report.

This template:

will look like this in a PDF

Report scheduling

A report can be scheduled to run every month, week, or day, and stored in the system library or emailed to someone (or both). To do this, just create an entry in the report planner:

Depending on the type of report chosen, you will have additional filters, for each type of report they will be different. For example, these filters will appear in the support report:

You may create as many planifications as you need.

Dashboards

The Dashboards allow you to have at a glance the information considered most important when logging into Integria IMS. For this, they can be customized for each user, creating different Dashboards for each of them. See the “Users and groups” section for more information.

To manage the Dashboards go to the left side menu and click on ►ReportsDashboardsManage Dashboard.

You will be able to filter by keyword in the text box and button ♦Search, to create a new dashboard press the button ♦Create.

Each dashboard listed has two icons in the column ·Actions to edit and delete the corresponding dashboard.

Creation

To create a dashboard write a Name and select a Group from the list and finally press the button ♦Create.

The dashboard is enabled by default (Enable). The process of editing dashboard data is similar to the creation process.

Edition

Once the dashboard is created you can edit and add widgets, click on the name of the dashboard to edit in the start list. A message will appear indicating that the dashboard is empty (Dashboard empty).

To start editing click on the slider button, last on the right:

A plus sign icon will appear with which you can add a widget. The message that indicates that the dashboard is empty can be closed using the X button to the right of it.

On each added widget (New widget) you can assign the type of widget desired by means of the button Add widget

Widgets

This list of widgets will be increased in due course, for now the available widgets are the following:

Welcome

It is a widget without configuration and by default in Integria IMS. Contains an informative message about the use of widgets in Integria IMS. Feel free to practice adding, modifying (dragging its edges with the mouse), and removing until you are familiar with the process.

Custom incidents

By adding a Custom Incidents widget you will be able to configure its features for the presentation.

By default, common fields and options appear in all widgets:

  • Title: Title of it.
  • Background Title andColor Title to select the font color and background color of the title.
  • Background: Background color of the form body.
  • The widget refresh Period, by default 30 seconds.

For custom incidents:

This widget is based on using the different personalized searches of the tickets, allowing to show with the pagination and the fields in a personalized way with the filters:

  • Custom search: This field is required, select the custom search.
  • Pagination: Number of rows to display.
  • Fields to show: fields to display. It is mandatory to select at least one of them; these fields will be sortable. The ID and Title fields will have a quick link to go to the selected issue.

To save press the Ok button. You will see something similar to this:

Example of a dashboard (can also be shown in full screen):

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