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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.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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. |
Using Boolean Operators
| 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 descriptions and usage
Some of the out-of-box (OOB) reports are listed here to provide users with realistic examples of business reports requirements. All reports listed here can be executed on an out-of-box Service Manager system. The reports are intended to be used as a starting point for the development of more detailed, customer-specific reports.
Incident Management reports
| Report name | Report description | Chart type |
|---|---|---|
| Open Incidents Assigned to Me - Breached within 3 Days | This report provides the number of all open incidents that are assigned to the user and will be breached within three days. | Number |
| Incidents Assigned to Me by Priority | This report enables the user to review the number of open incidents that are assigned to the user, sorted by priority. | Pie |
| Open Incidents Assigned to My Groups by Assignee and Status | This report enables the user to review the number of open incidents that are assigned to the user's groups, sorted by assignee and then by status. | Stacked horizontal bar |
| Open Incidents without Assignee Assigned to My Groups | This report enables the user to review the number of open incidents without assignee information that are assigned to the user's groups, sorted by priority. | Pie |
| Top 5 Affected Services with Open Incidents assigned to My Groups | This report enables the user to review the top five affected services that have open incidents assigned to the user's groups. | Vertical bar |
| Open Incidents Assigned to My Groups - Breached within 3 Days | This report enables the user to review all open incidents that are assigned to the user's groups and will be breached within three days. | Title list |
| High Priority Incidents Open longer than 7 Days | This report enables the user to review all the high priority incidents that were opened more than seven days ago. | Title list |
| Incidents Opened within This Half Year by Month | This report enables the user to review all incidents opened in each month within this half of the year. | Line |
| Incidents Closed within This Half Year by Month | This report enables the user to review all incidents closed in each month within this half of the year. | Line |
| Incident Backlog | This report provides the number of all incidents that are not resolved yet. | Number |
| Open incidents Group by category and Area | This report enables the user to review all open incidents, sorted by category and then by area. | Stacked vertical bar |
| Incidents Distribution on Affected Services - Opened within This Half Year | This report enables the user to review the distribution over the affected services of incidents opened within this half of the year. | Horizontal bar |
| Closed Incidents meeting SLA Target By Closed Month | This report enables the user to review all the closed incidents that meet SLA target, sorted by their closed month. | Area |
| Open Incidents Breached Today | This report provides the number of all the open incidents that will be breached today. | Number |
| Open Incidents Breached Already by Status and Priority | This report enables the user to review the number of all open incidents that have been breached already, sorted by status and then by priority. | Stacked vertical bar |
| Major Open Incidents by Service and Assignment Group | This report enables the user to review the number of all major open incidents, sorted by the affected services and then by the assignment group. | Horizontal bar |
| Incident Backlog Analysis by Category and Opened Time | This report enables the user to review incident backlog analysis, sorted by category and then by the opened time. | Pivot Table |
| Incident Backlog by Priority | This report enables the user to review incident backlog, sorted by priority. | Pie |
| Closed Incidents Assigned to My Groups | This report enables the user to review the list of closed incidents assigned to the user's groups. | Standard list |
| Closed Incidents Assigned to My Groups by Priority | This report enables the user to review closed incidents assigned to the user's groups, sorted by priority. | Pie |
| Closed Incidents Assigned to Me by Priority | This report enables the user to review closed incidents assigned to the user, sorted by priority. | Pie |
Change Management reports
| Report name | Report description | Chart type |
|---|---|---|
| Open Changes Assigned to My Groups by Service and Phase | This report enables the user to review the number of open changes that are assigned to the user's groups, sorted by service and then by phase. | Stacked vertical bar |
| Open Changes Assigned to Me by Scheduled Implementation Start Date | This report enables the user to review the number of open changes assigned to the user, sorted by the scheduled implementation start date. | Vertical bar |
| Open Changes Assigned to My Groups without Assignee by Priority | This report enables the user to review the number of open changes assigned to the user's groups without the assignee information, sorted by priority. | Pie |
| Open Changes Assigned to My Groups by Phase and Priority | This report enables the user to review the number of open changes assigned to the user's groups, sorted by phase and then by priority. | Stacked vertical bar |
| Changes Closed Today by Me | This report provides the number of changes that are closed today and closed by the user. | Number |
| Changes Assigned to Me and Opened Today | This report provides the number of changes that are assigned to the user and opened today. | Number |
| Changes Closed by Month within This Half Year | This report enables the user to review the trend of changes closed in each month within this half of the year. | Line |
| Changes Opened by Month within This Half Year | This report enables the user to review the trend of changes opened in each month within this half of the year. | Line |
| Number of Successful Changes by Closed Month | This report enables the user to review the trend of the number of successful changes, sorted by their closed month. | Line |
| Emergency Changes by Opened Month | This report enables the user to review the trend of emergency changes, sorted by their opened month. | Line |
| Failed Changes within This Half Year | This report enables the user to review the list of all failed changes within this half of the year. | Title list |
| Overdue Changes | This report enables the user to review the list of all change requests that have attained an overdue escalation value. | Title list |
| Changes Open longer than 1 Week | This report provides the number of all change requests that have stayed open for longer than one week. | Number |
| Closed Changes Analysis | This report enables the user to review the pivot table of closed changes analysis, sorted by the completion code, the affected services, the open date, and the closed date. | Pivot table |
| Changes Opened within This Half Year by Month and Category | This report enables the user to review the changes opened within this half of the year, sorted by month and then by category. | Stacked vertical bar |
| Parallel Changes to Involved CIs within the Last 7 Days | This report enables the user to review parallel changes to the involved CIs within the last seven days. | Vertical bar |
| Open Changes by Assignment Group | This report enables the user to review the number of open changes, sorted by the assignment group. | Pie |
| Changes Opened within This Half Year by Category and Status | This report enables the user to review the changes opened within this half of the year, sorted by category and then by status. | Stacked vertical bar |
| Changes Awaiting Approval | This report provides the number of all the changes that are awaiting approval. | Number |
| Changes Scheduled for This Week | This report provides an overview of changes that are scheduled for this week. | Title list |
| Critical Open Changes | This report enables the user to review all open change requests that have critical priority. | Title list |
| Number of Successful Changes by Closed Month | This report enables the user to review the trend of successful changes, sorted by their closed month. | Line |
| Changes Scheduled for the Next 30 Days | This report provides an overview of changes that are scheduled next 30 days. | Title list |
| Changes Opened Within This Half Year by Category and Status | This report enables the user to review the number of changes that are opened this half year, sorted by category and then by status. | Stacked vertical bar |
Problem Management reports
| Report title | Report description | Chart type |
|---|---|---|
| Open Problems Assigned to Me by Priority | This report enables the user to review the number of open problems assigned to the user, sorted by priority. | Pie |
| Open Problems Assigned to My Groups by Assignee | This report enables the user to review the number of open problems assigned to the user's groups, sorted by the assignee. | Pie |
| Open Problem Tickets Owned by Me by Subcategory | This report enables the user to review the number of open problem tickets owned by the user, sorted by subcategory. | Horizontal bar |
| Total Count of Open Problem Tickets Owned by Me | This report provides the number of open problem tickets owned by the user. | Number |
| Open Problems Assigned to My Groups without Assignee | This report enables the user to review the number of open problems assigned to the user's groups without the assignee information. | Number |
| Open Problems Assigned to My Groups without Assignee by Service | This report enables the user to review the number of open problems assigned to the user's groups without the assignee information, sorted by the affected service. | Horizontal bar |
| Open Problems by Subcategory | This report enables the user to review the number of open problems, sorted by subcategory. | Vertical bar |
| Open Problems by Service | This report enables the user to review the number of open problems, sorted by service. | Vertical bar |
| Problems Open by Month within This Half Year by Priority | This report enables the user to review the trend of problems open in each month within this half of the year, sorted by priority. | Area |
| Problems Closed by Month Within This Half Year by Priority | This report enables the user to review the trend of problems closed in each month within this half of year, sorted by priority. | Line |
| Open Problems by Priority | This report enables the user to review the number of open problems, sorted by priority. | Pie |
| Open Problems by Assignment Groups | This report enables the user to review the number of open problems, sorted by the assignment group. | Vertical bar |
| Problem Backlog | This report provides the number of all open problems. | Number |
| Deferred Problems | This report enables the user to review all deferred problems with the problem ID, the title, and the service information. | Title list |
Service Desk reports
| Report name | Report description | Chart type |
|---|---|---|
| All Interactions Pending My Approval | This report provides the total number of all interactions pending on the user's approval. | Number |
| Open Interactions Assigned to Me by Priority | This report enables the user to review all open interactions assigned to the user, sorted by priority. | Pie |
| Open Interactions Assigned to Me - Breached within 1 Day | This report enables the user to review all open interactions that are assigned to the user that will be breached within one day. | Title list |
| Open Interactions Assigned to Me by Category | This report enables the user to review the interaction distribution chart for all open interactions assigned to the user, sorted by category. | Pie |
| Interaction Backlog | This report provides the number of all open interactions. | Number |
| Interaction Backlog Analysis by Category and Subcategory | This report enables the user to review the number of all open interactions, sorted by category and then by subcategory. | Stacked vertical bar |
| Fulfilled and Aborted Interactions Within This Half Year | This report enables the user to review the number of all fulfilled and aborted interactions within this half of the year. | Vertical bar |
| Open Interactions within This Half Year by Status | This report enables the user to review the number of all interactions open within this half of the year, sorted by status. | Pie |
| Open Interactions by Priority | This report enables the user to review the number of all open interactions, sorted by priority. | Pie |
| Breached Interactions by Category and Subcategory | This report enables the user to review the number of all breached interactions, sorted by category and then by subcategory. | Title list |
| Interactions Breached within 1 Day | This report enables the user to review all interactions that will be breached within one day. | Title list |
| Interactions Awaiting Approval | This report enables the user to review all interactions that await for approval. | Title list |
| Open Interactions Assigned to My Groups | This report enables the user to review the list of all open interactions assigned to the user's groups. | Standard list |
| Closed Interactions Assigned to My Groups | This report enables the user to review the list of all closed interactions assigned to the user's groups. | Standard list |
| Open Interactions Assigned to My Groups by Priority | This report enables the user to review all open interactions assigned to the user's groups, sorted by priority. | Pie |
| Closed Interactions Assigned to My Groups by Priority | This report enables the user to review all closed interactions assigned to the user's groups, sorted by priority. | Pie |
| Closed Interactions by Assignment Group | This report enables the user to review all closed interactions, sorted by the assignment group. | Vertical bar |
Request Fulfillment reports
| Report name | Report description | Chart type |
|---|---|---|
| Requests Awaiting Approval | This report enables the user to review the requests that are waiting for approval. | Number |
| Open Requests by Phase | This report enables the user to review the number of opened requests, sorted by phase. | Pie |
| Request Backlog | This report enables the user to review the number of all open requests. | Number |
| Requests Created by Month within This Half Year | This report enables the user to review the trend of requests created in each month within this half of the year. | Line |
| Total Cost of Open Requests by Month | This report enables the user to review the trend of the total cost of open requests in each month. | Vertical bar |
| Unassigned Requests by Priority | This report enables the user to review unassigned requests, sorted by priority. | Pie |
| Total Cost of Open Requests Last 6 Months per Location | This report enables the user to review the trend of the total cost of open requests in last 6 months, sorted by location. | Vertical bar |
| Total Cost of Open Requests Last 6 Months per Department | This report enables the user to review the trend of the total cost of open requests in last 6 months, sorted by department. | Vertical bar |
| Average Cost of a Request | This report enables the user to review the trend of the average cost of a request in each month. | Line |
| Percentage of Open Requests | This report enables the user to review the percentage of open requests in each month. | Line |
| Percentage of Closed Requests | This report enables the user to review the percentage of closed requests in each month. | Line |
Configuration Item reports
| Report Title | Report Description | Report Type |
|---|---|---|
| Total Count of CIs | This report enables the user to review all the CIs related to other CIs. | Number |
| CIs by Location | This report enables the user to review all the CIs, sorted by the location. | Pie |
| CIs by Service Provider | This report enables the user to review all the CIs, sorted by the service provider. | Pie |
| Count of CIs related to Services | This report enables the user to review the number of CIs that are related to one or more IT services as a percentage of the total number of registered CIs that can be related to IT services. | Pie |
| CI Changes within the Last 7 Days | This report enables the user to review CI changes within the last seven days. | Vertical bar |
| CIs without Owner | This report provides the number of CIs without an owner. | Number |
| CIs Related to Change | This report enables the user to review all CIs that are currently related to an open change. | Vertical bar |
| Configuration Item Summary by Type and Status | This report enables the user to view all the configuration items within their organization, sorted by type and then by status. | Vertical bar |
Knowledge Management reports
| Report Title | Report description | Report type |
|---|---|---|
| Number of Articles Awaiting Review | This report enables the user to review the number of the articles that are waiting for review. | Number |
| Number of Articles Retired | This report enables the user to review the number of the articles that get retired. | Number |
| Number of Externally Published Documents | This report enables the user to review the number of the externally published documents. | Number |
| Number of Internally Published Documents | This report enables the user to review the number of the internally published documents. | Number |
| Number of Articles Created by Month within This Half Year | This report enables the user to review the number of the articles created in each month within this half of the year. | Stacked vertical bar |
| Document Usage by Article | This report enables the user to review the document usage statistics, sorted by each article. | Horizontal bar |
| Document Usage | This report enables the user to review the document usage list. | Standard list |
License reports
| Report title | Report description | Report type |
|---|---|---|
| High Water Mark of Module License Usage by Module and by Day | This report enables the user to review the high water mark of module license usage, sorted by module and then by day. | Vertical bar |
| License Statistics within the Last 3 Days | This report enables the user to review the license statistics within the last three days. | Vertical bar |
| License Usage Details | This report enables the user to review the license usage details. | Standard list |
SLA reports
| Report title | Report description | Report type |
|---|---|---|
| Response SLO Metrics This Year_Base Monitoring SLA for IT Services | This report enables the user to review the target response metrics for the ten lowest performing Service Level Agreements (SLAs) in the specified month. | Stacked horizontal bar |
| Availability-Summary_Base Monitoring SLA for IT Aervices_Duration Met % | This report enables the user to review the target response and availability metrics for a single Service Level Agreement (SLA) within a given month. | Vertical bar |
| Availability-Summary_Base Monitoring SLA for IT Services_Total Outages | This report enables the user to review the target response and availability metrics for a single Service Level Agreement (SLA) within a given month. | Vertical bar |
| Availability-Summary_Base Monitoring SLA for IT Services_Availability % | This report enables the user to review the target response and availability metrics for a single Service Level Agreement (SLA) within a given month. | Vertical bar |
Time duration and calculation reports
| Report title | Report description | Report type |
|---|---|---|
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Incident In/Out |
This report enables the user to review open and closed incidents by quarters in one year. It calculates the numerical difference of the open and closed Incidents in each quarter of the past year. | Line |
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Average Incident handling time for last year by month |
This report enables the user to review the average Incident handling time in each month during the past year. | Line |
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Average incidents handling time per assignment group |
This report enables the user to review the average Incident handling time per assignment group by using the processed time duration data. | Line |
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Incident handling time per assignment group for breached tickets |
This report enables the user to review SLA breaches, which may be caused by OLA breaches. The Incident handling time data in this report is stacked by the assignment group and shows how much time a groupis spending on that record. |
Stacked Horizontal bar |
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Total outage duration caused by Incidents per Service this month |
This report enables the user to review the total outage duration in hours caused by Incidents, sorted by the affected service during this month. | Horizontal bar |
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Success change rate by Service |
This report enables the user to review the success change rate, sorted by Service. | Vertical bar |
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Weekly success change rate |
This report enables the user to review the weekly success change rate. | Line |
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Standard change rate this week |
This report enables the user to review the standard change rate during this week. | Number |
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Weekly automated change rate trend |
This report enables the user to review the weekly automated change rate trend. | Line |
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Weekly standard change rate trend |
This report enables the user to review the weekly standard change rate trend. | Line |
End User Chat reports
| Report title | Report description | Report type |
|---|---|---|
| All Pending Chats | This report enables the user to review all pending chats. | List |
| All Accepted Chats | This report enables the user to review all accepted chats. | List |
| All Closed Chats | This report enables the user to review all closed chats. | List |
| All Chat First Resolution Rate within Last 30 Days |
This report enables the user to review all chat first resolution rate within last thirty days. |
Vertical bar |
| My Average 1st Response Time Within Last 7 Days |
This report enables the user to review his/her first response time within last seven days. |
Line |
| My Team Average 1st Response Time Within Last 7 Days |
This report enables the user to review the first response time of his/her team within last seven days. |
Vertical bar |
| My Accepted Chat Today | This report enables the user to review the number of chats accepted by him/her today. | Number |
| My Average Chat Duration within Last 7 Days |
This report enables the user to review his/her average chat duration within last seven days. |
Line |
| My Team Average Chat Duration within Last 7 Days |
This report enables the user to review the average chat duration of his/her team within last seven days. |
Vertical bar |
| My Team Chat Abandonment Rate within Last 7 Days |
This report enables the user to review the chat abandonment rate of his/her team within last seven days. |
Line |
| My Chat Average Resolution Time within Last 7 days |
This report enables the user to review his/her average chat resolution time within last seven days. |
Vertical bar |
| My Team Chat Average Resolution Time within Last 7 Days |
This report enables the user to review the average chat resolution time of his/her team within last seven days. |
Vertical bar |
| My Team First Resolution Rate of Chat Tickets within Last 30 Days |
This report enables the user to review his/her team first resolution rate of chat tickets within last thirty days. |
Stacked vertical bar |
| Percentage of Interactions Initiated from Chat |
This report enables the user to review the percentage of Interactions initiated from End Use Chat. |
Number |
| Percentage of Chat Solved by Virtual Agent |
This report enables the user to review the percentage of chat solved by Virtual Agents (Sages). |
Number |
