Solutions

Reports: Predefined reports and Custom reports.

Vision Helpdesk provides real time reports which will help you to draw analysis regarding how effectively support staff managing client queries. We have pre-defined reports available which gives you insights of Staff work. These reports are divided module wise which helps you to have complete insights of Incidents, clients, staff, SLA, etc.

You can export the reports in multiple formats like HTML, CSV, XLSX.

You can also get these reports at your mailbox on desired time by scheduling them.

Note: Settings related to reports can be done by the admin from:

Settings >> System Section >> Module >> Report >> Status (Enabled).

Once you click on launcher icon >>Reports, you will land in overview section

Screenshot – Reports Module with top right corner options

• Overview

  Reports overview will show you domain wise total open, total replied and total overdue Incidents grouped by departments.
  

• All Reports

Here you will get a list of Predefined reports segregated module wise.

If you click on setting icon in top right corner, you will get the other options like -

Here you can obtain the detailed report for all the different operations and modules in this system. You can select any of the module report after clicking on it, the subcategories are visible thereafter.

Incident: The list of reports related to the Incident properties and its operation is available under this report type.

Client: The client related detailed reports can be generated by selecting the different types available under this option.

Staff: The list of reports related to the staff performance and its operation is available under this report type.

SLA & Escalation: The SLA performance report for the staff and Incident escalation report is generated here.

Ratings and survey: Under this option you can generate reports related to the ratings and surveys.

Solutions: The solution/knowledge base related reports are available under this type.

Gamification: The gamification related reports will be displayed under this option. Example - leader-board report.

Task: Here you can get an overview the different report related to task management.

Billing: The list of billing related reports are available under this type.

ITIL: In ITIL you are able to view the service desk reports on the basis of the different incidents.

Graphical: Here the reports will be generated in graphical manner. These reports are simpler and easy to understand at a glance.

Logs: The different activity reports are available under this option.

Asset:You can generate reports related to the asset from this option.

Below are the list of predefined reports that we offer in Asset Management.

• Incident CI relation
• Assets used by client
• All guest asset
• Assets managed by staff
• Assets linked to incidents
• Asset link to problems
• Assets expiry report
• Assets group by state
• Asset grouped by location
• Assets by asset type
• Asset by asset product
• Hardware assets by state
• Assets by depreciation
• Assets depreciation notification
• Asset by manufacturer report
• Asset baseline report
• Asset department report
• Asset report
• Migrated asset report
• Unauthorized changes to asset
• Contract report

Problem: You can generate various reports related to the problem.

Below are the list of reports we offer in problem management.

• Problem CI relation
• Problem incident trend analysis
• Problem incident relation
• All problems
• Problems solved per staff
• Problems grouped by status
• Problems grouped by priority
• Problems grouped by impact

Change: You can generate reports related to change from this option.

Below are the list of reports we offer in Change management.

• All changes
• Changes resolved by staff
• Changes grouped by status
• Changes grouped by priority
• Changes grouped by impact
• Changes CI relation
• Change incident trend analysis

Release :To get the Release reports go to Reports click on All reports.

Under ITIL Reports you will find reports related to Releases.

• All releases
• Releases linked to changes
• Release incident trend analysis
• Releases group by status
• Releases group by priority
• Releases group by impact
  

Custom report :

You can generate custom reports if you want reports to pull some additional data to create metrics. While creating custom report you need to add criteria as you have used “Advance Search” and add custom duration for which you want data. Once you generate the custom report you can export it and also you can schedule a download.

Below are the steps to create a custom report for release management..

• Click on create custom report
  

• Select the module for which you want to generate the custom report.
  

• Then select the date range and domain

Under Match criteria there are fields like
Status, Priority, Impact, Risk, Category, Subcategory, Item, Release type, Urgency

Select fields that are needed, if you wish to save this custom report as a filter then tick Save and click on Search. If No then just click Search

• Schedule report

The reports in this system can be schedule for overviewing or downloading at the mentioned time and date interval. You can view here the listing for the schedule reports.

You can update the report by clicking on the particular report from the listings. You can also export the report as CSV, HTML, XLSX.

Exporting a Report:

You can export a report if you want to keep a copy in your machine for future reference.

You can also define the format in which you want to export the report like CSV, HTML, XLSX.

You can also have the report sent to an email address.

• Download Queue

  The listing for the reports of downloading into CSV format is displayed here. After clicking on the download option, the auto download will start.
  

Note : Set the cron to export the report into any available format.