Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Search for | Example | Results |
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A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Search for | Operator | Example |
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Two or more words in the same topic |
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Either word in a topic |
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Topics that do not contain a specific word or phrase |
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Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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A combination of search types | ( ) parentheses |
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Report properties
The Report properties pane, located on the right, defines the properties of the selected report. Data in reports can be filtered and grouped by the attributes of the record on which the report is based.
The following tabs are available both for defining a new report in the New report dialog box and for editing an existing report in the Report properties pane.
Note Locked reports (indicated by a lock icon in the Report properties pane) cannot be edited. Out-of-the-box reports are locked, but analytic out-of-the-box reports can be activated or deactivated.
General tab
Field | Description |
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Report name |
Type a word or phrase that is a unique identifier for this report. It should be a value that makes it easy to understand the purpose of the report. Example: All employees by start date. Note Report name is the field used for matching a search value, not the Display label field. |
Display label | Enter the report title as it will appear in the report. |
Record type |
Select a record type on which to base the data in this report. The Filter by and Group by fields are determined by the type of record selected. Note
In Survey reports, this field is called Survey. Select a survey from the drop-down list. |
Filter by |
You can select to filter your report data by the properties of the selected record type. Not all properties of every record are available for selection. Select a property from the drop-down list and enter or select a value for the filter. For example, for incidents, select the Location property and select the required locations from the drop-down list. Only incidents with one of the specified locations are included in the report data. In an analytic report, if you select to filter by a date field, you can select a specific range or date for which to display data. You can select specified ranges in the past (for example: Past week, to display data from the past seven days, Today, Yesterday, Past month, and Past year) or in the future (for example: Tomorrow and Next week). You can also select a calendar date or date range (from date to date) for which to display data. If the selected filter field is a record type, you can click By <record type> fields to select a field of the related record for the filter. You can select a maximum of three different related records for filtering by a related record field. (You can select more than three filters by related record field for the same related record.) In an analytic report, if one of the related record filters is of type Incident, Request, or Service Level Target, no other related record filter of those types can be selected. For more information about filtering, see Filters. Note
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Group by |
Group your report by the available properties of the selected record type. Click Add group and select a field from the drop-down list. Not all properties of every record are available for selection. You can select multiple groupings for the report. The grouping selections are reflected in the report as follows:
If the selected grouping field is itself a record type, you can click +Related to select a field of the related record for the grouping. You can select a maximum of three different related records for groupings by a related record field. (You can select more than three groupings by related record field for the same related record.) In an analytic report, when you select a grouping by a time field, you must select a property of the time field (by Days, by Weeks, by Months, by Hours, or by Years). The grouping values are calculated using UTC. In an analytic report, if one of the related record groupings is of type Incident, Request, or Service Level Target, no other related record grouping of those types can be selected. Note
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Function |
Click Add function and select a function from the drop-down list. You can add multiple functions to the report. In a grid report, each function appears as a column in the grid. In a chart report, the functions you add appear in the drop-down list for the Chart function field in the Chart tab. For more information on the available functions, see Report guidelines. Note
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Select the sorting and display options for your report:
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Columns |
The Columns section displays the additional columns of the grid report. The columns are defined according to the following rules:
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Enable chart view |
Select this option to enable the Chart tab of the Report properties pane, where you define the chart view of the report. Note The check box is disabled if more than two grouping options were selected or if no function or grouping option was selected. |
Add to dashboard |
Select this option to view this report as a widget in your dashboard. For more information, see Dashboard. |
Preview |
Click to view a preview of the report before saving it. Note For analytic reports, the preview reflects the selected grouping but is not based on actual data. |
Chart tab
Note This tab is not available for operational raw data reports.
Field | Description |
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Chart function |
Select a function from the drop-down list. The list includes the available functions you selected in the General tab. If you do not select a function, the first function in the list is used by default. Note You can select only one function for a chart. |
Chart type |
Select the chart type:
Note
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X-axis label |
Enter the caption for the X-axis of the chart. If you do not enter a caption for the X-axis, the name of the first Group by selection is used for a column chart and the name of the function for a bar chart. Note This is not relevant when a pie chart is selected. |
Y-axis label |
Enter the caption for the Y-axis of the chart. If you do not enter a caption for the Y-axis, the name of the function is used for a column chart and the name of the first Group by selection for a bar chart. Note This is not relevant when a pie chart is selected. |
Details tab
Field | Description |
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Created on | The creation time of the report. |
Created by | The user who created the report. |
Last edited on | The time the report was last edited. |
Last edited by | The user who last edited the report. |
Calculated every |
The frequency of report recalculation. Select a value from the drop-down list. Note
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Access |
Select Public to make your report available to other users on this tenant. Select Private if the report is for your use only. Note This option is only available for Admin users. |
Description | Enter a description for the report. It is helpful for other users to understand the purpose and objectives of this report. The description is displayed in the report properties in the right pane of the Reports page when that report is displayed. |
Row limit |
The number of rows displayed in an operational report when no grouping option or function is selected. Select a value from the drop-down list. For more information on reports with no grouping options or functions, see Report guidelines. Note This option is only relevant in operational and operational raw data reports. |
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