Service Desk Reports

Introduction

The Service Desk Reports are reports that are derived from events and happenings in the Service Desk module. An elaborate list of 23 reports is available for you to choose from.

Searching for a Service Desk Report

You can enter key words in the space provided below the heading of the page Service Desk Reports and press Enter. The search results will display according to the key words entered.

Generating a Service Desk Report

The method used to generate 23 different Service Desk Reports is the same, and the steps are the same.

To generate a Service Desk Report, do the following:

NOTE  Focus on the highlighted areas of the image below as you read through the steps.

  1. In the Service Desk Reports page, click the name of the report that you want to view. For example, if you want to view Average Resolution by Queue Report, click the name Average Resolution by Queue in the list. You will be presented with a Report Filters screen in a new window.

  2. Click the particular field on the left that you want to add and then click the right arrow next to it.

  3. Click as many fields as you want. The fields will be added to the section on the right.

  4. You can move the fields up and down using the arrow icons on the right. You can also delete a field by using the x icon.

  5. Use the additional filters that are at the bottom of the section on the right.

  6. Click OK. The generated report will be displayed in the same window.