Table of Contents
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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.
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.
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.
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 created the ticket), number of tickets by type in a given time interval. It supports different filters.
Specific report to control the quality of the support offered, showing metrics for each operator such as time spent, average time to solve tickets, positive customer feedback and total tickets (filtered by company and time frame).
This option allows you to see the number of created, solved and in-progress incidences, grouped by user, year and month.
Go to the left side menu and click on Reports → Support & Helpdesk → Customer incidents.
It consists of the following filters:
- Company: Company filter, 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 the status table or not.
- Show section type incidents: It will show the table type or not.
- Show section total: To see the global total of incidences.
- Created From pandora: This filter allows to separate the report by incidences created from Pandora FMS or from Integria IMS (it will only be useful for customers with a Pandora FMS linked 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, solved or in progress for each selected user.
Template management can be accessed through the menu Reports → Report manager → Templates. 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 Create, which will take you 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.
It shows the requested information of the projects, access from the menu Reports → Project Management → All projects:
You may 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 entering the starting time in From and ending time 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 click 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 progress percentage.
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:
With the report manager you may create templates and a schedule for report generation to be sent by e-mail or stored in the system's report library so that they can be checked later.
They consist of defining a custom cover page, which uses some macros to show the generation date and time and the type of report involved. These report templates can then be used to generate a more professional looking PDF report.
_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.
Will look like this in a PDF
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 allow you to have at a glance the information considered most important when logging into Integria IMS. For that, 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 ►Reports → Dashboards → Manage Dashboard.
You may filter by keyword through the text box and the ♦Search button, to create a new dashboard click ♦Create.
Each dashboard listed has two icons in the ·Actions column to edit and delete the corresponding dashboard.
To create a dashboard type in a Name and select a Group from the list and finally click ♦Create.
The dashboard is enabled by default (Enable). The dashboard data editing process is similar to the creation process.
Once the dashboard is created you may edit and add widgets, click on the name of the dashboard to be edited in the home list. A message will appear indicating Dashboard empty.
To start editing click on the slider button, the last on the right:
A plus icon will appear, with which you may add a widget. The message that indicates that the dashboard is empty can be closed using the X button to the right.
On each widget is added (New widget) you may assign the desired type of widget by means of the button Add widget
This list of widgets will be increased in due course, for now the available widgets are the following:
It is a widget without configuration and it comes by default in Integria IMS. It 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 it until you are familiar with the process.
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: Its title.
- Background Title and Color 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 custom searches of the tickets, allowing display through pagination and fields in a custom 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 click Ok. You will see something similar to this:
Example of a dashboard (it can also be shown in full screen):