CA Service Desk Manager Reports

The following reports are available for CA Service Desk Manager:
casm171
The following reports are available for CA Service Desk Manager:
CA Business Intelligence reports available with CA Service Desk Manager
Report Name
Folder Name (Public Folders > CA Reports > CA Service Management > CA Service Desk)
Report Description
Report Type
Overall Summary
Aggregate
Shows the count of Requests and Change Orders created and closed, between the start and end dates, as well as the average time to close.  Also contains a report of the  Top5 Request Areas associated with Requests and a report of the Top 5 Categories for Change Orders
Crystal Reports
Asset List
Asset
Shows the Resource Family (Hardware, Software etc.), the type of Asset (keyboard, modem etc.), the serial number for that Asset and a more detailed description of the Asset.
Crystal Reports
Active Change Orders Aging 
Change Order\Aging
Shows count of all open Change Orders by the number of weeks open
Crystal Reports
Active Change Orders Aging for Categories
Shows count of open Change Orders by the number of weeks open.  User must input a Category name for a search of Change Orders in that Category
Crystal Reports
Active Change Orders Aging for Groups
Shows count of open Change Orders by the number of weeks open.  The see results for a specific Group(s), user must select the Group Name(s).
Crystal Reports
Active Change Orders Aging for Priority
Shows count of open Change Orders by the number of weeks open.  Adjacent bars break up counts by Priorities.
Crystal Reports
Active Change Orders Aging by Priority for Categories
Shows count of open Change Orders by the number of weeks open.  Adjacent bars break up counts by Priorities.  User must input Category name for a search of Change Orders in that Category.
Crystal Reports
Active Change Orders Aging by Priority for Groups
Shows count of open Change Orders by the number of weeks open.  Adjacent bars break up counts by Priorities.  User must input a Group name for a search of Change Orders in that Group.
Crystal Reports
Active Change Orders Aging by Priority for Status
Shows count of open Change Orders by the number of weeks open.  Adjacent bars break up counts by Priorities.  User must input a Status for a search of Change Orders with that Status.
Crystal Reports
Active Change Orders Aging for Status
Shows count of open Change Orders by the number of weeks open.  User must input a Status for a search of Change Orders with that Status.
Crystal Reports
All Rejected Change Orders
Change Order\Compliance
Shows total number of Change Orders, number of rejected Change Orders, % of Change Orders rejected during approval phase, group by Change Category, Change Group, for the specified period.
Crystal Reports
Average duration of Change Orders
Shows total number of Change Orders, average duration for Change Order completion, group by Change Category, Change Group, for the specified period.
Crystal Reports
Change Order implementation Cost Details
Shows the associated costs for Change Order for each Change Category, group by Change Group, Change Category, No. of Change Order, Actual Cost and Estimated Cost for all Change Orders, for the specified period.
Crystal Reports
Change Order in Detail
Shows complete details of the Change Order(s).
Crystal Reports
Change Orders by Change Type
Shows total number of completed Change Orders and % of Change Orders for each Change Type, group by Change Group and Change Category for the specified period.
Crystal Reports
Change Orders by Closure Code 
Shows total number of Change Orders and % of Change Orders for each Closure Code, group by Change Group and Change Category for the specified period.
Crystal Reports
Change Orders Initiated by Problem/Incident
Shows total number of Change Orders, Change Orders initiated by Incident/Problem and % of Change Orders initiated by Incident/Problem, group by Change Group and Change Category for the specified period.
Crystal Reports
Change Orders outside Blackout Window
Shows total number of Change Orders, number of Change Orders scheduled outside Blackout Window and % of Change Orders scheduled outside the Blackout Window, group by Change Group and Change Category for the specified period.
Crystal Reports
Change Orders outside Maintenance Window
Shows total number of Change Orders, number of Change Orders scheduled outside Maintenance Window and % of Change Orders scheduled outside the Maintenance Window, group by Change Group and Change Category for the specified period.
Crystal Reports
Configuration Items Associated to Change Order
Shows Configuration Items, number of associated Change Orders, group by Change Group and Change Category for the specified period.
Crystal Reports
Change Orders Approved and Scheduled for Implementation
Change Order\Forecast
Shows Change Order number, Change Group, Change Category, Priority, Risk Level, Status and Planned Implementation Date of all Change Orders that are approved and planned for implementation.
Crystal Reports
Change Order Waiting for CAB approval
Shows Change Orders waiting for CAB Approval, Change Order number, Change Category, Priority, Risk Level, Status, Planned Implementation Date & Time and number of elapsed days since opened.
Crystal Reports
Analyst Count by Priority of Open Change Orders
Change Order\Resource
Shows open Change Orders counts that are displayed by Analyst assigned to the Change Orders and broken up by Priority.
Crystal Reports
Change Orders by Failed Service Type for Groups
Shows % of each Service Type failure based on the total Service Type failures in one Group, in specific Groups or in ALL Groups.
Crystal Reports
Workflow Tasks Pending
Shows list of Workflow Tasks that are in a Pending Status and the duration (within Workshift hours) that it has been in Pending Status from the time the Workflow Task started.
Crystal Reports
 Trend Report by Group
Change Order\Trend
Shows historical data of % of Change Orders for each Closure Code grouped by Change Group for specified Change Groups.
Crystal Reports
Active Change Orders at Weeks End
Change Order\Volume
Shows counts of opened Change Orders for today, 7 days ago, 14 days ago and so for a 5 week period.
Crystal Reports
Change Order Totals by Assignee
Shows total number of Change Orders assigned to each Assignee.  A start and end date must be entered.  Also, User ID and the analyst(s) last name needs to be specified or ALL for a list of all analysts.  Estimate Time and Cost are shown, plus the Total Time and Cost and average Time to Close.
Crystal Reports
Change Orders by Failed Service Type for Change Categories
Shows the % of each Service Type failure based on the total Service Type failures in a particular Change Category, or a group of specific Change Categories, or in ALL Change Categories.
Crystal Reports
Change Orders by Failed Service Type for Statuses
Shows the % of each Service Type failure based on the total Service Type failures in a particular Change Status, or a group of specific Change Statuses, or in ALL Change Statuses.
Crystal Reports
Change Categories Currently Active
Shows count of open Change Orders by Change Category.
Crystal Reports
Total No. of Change Orders implemented
Shows number of Change Orders which are closed in the specific period for each Change Group.
Crystal Reports
Total Volume of Change Orders
Shows counts of both opened and closed Change Orders for today, 7 days ago, 14 days ago and so for about a 5 week period.
Crystal Reports
Total Volume of Change Orders by Interface
Shows counts of both opened and closed Change Orders by interface for today, 7 days ago, 14 days ago and so for about a 5 week period.
Crystal Reports
Workflow Task Aging
Shows a list of Workflow Tasks and duration (within Workshift hours) it took to complete one task to another per Change Order.
Crystal Reports
Properties Values by Property
Change Order\Volume\Properties
Shows a list of Change Order properties based on the open date range selected.  The list shows each Property and all the responses to that Property.
Crystal Reports
Change Properties by Category
Shows a list of all Change Order and their Properties with an open date in the selected date range, grouped by Change Category.
Crystal Reports
Mean Time To Acknowledge & Mean Time To Resolve
Incident and Problem Management \Effectiveness
Shows annual trend of mean time to acknowledge (MTTA) and the mean time to resolve (MTTR) requests against the current month and the previous 3 months.  
Crystal Reports
SLA Violation
Incident and Problem Management\SLA
Shows annual trend on % of SLA violation against the opened requests volume.
Crystal Reports
Incident Traceability Matrix
Incident and Problem Management \Traceability Matrix
Shows a list of the Incidents and related Problems and Change Orders.  Hyperlink on the Incident number opens a sub-report showing the brief details of the Incidents, Problems and Change Orders.
Crystal Reports
Problem Traceability Matrix
Shows a list of the Problems that have relationships with Incidents and Change Orders.  Hyperlink on the Problem number opens a sub-report showing the brief details of the Problems, Incidents and Change Orders.
Crystal Reports
Volume Trend
Incident and Problem Management\Count
Shows annual trend of opened and closed requests based on selected annual trending parameter.
Crystal Reports
Active Issues Aging
Issue\Aging
Shows count of all open Issues by number of weeks open.
Crystal Reports
Active Issues Aging for Priority
Shows count of all open Issues by number of weeks open.   Adjacent bars break up counts by Priorities.
Crystal Reports
Active Issues Aging by Priority for Categories
Shows count of all open Issues by number of weeks open.   Adjacent bars break up counts by Priorities.  User must input a Category name for a search of Issues in that Category.
Crystal Reports
Active Issues Aging by Priority for Groups
Shows count of all open Issues by number of weeks open.   Adjacent bars break up counts by Priorities.  User must input a Group name for a search of Issues in that Group.
Crystal Reports
Active Issues Aging by Priority for Status
Shows count of all open Issues by number of weeks open.   Adjacent bars break up counts by Priorities.  User must input a Status.
Crystal Reports
Active Issues Aging for Categories
Shows count of Issues by number of weeks open.  User must input a Category name for a search of only Issues in that Category.
Crystal Reports
Active Issues Aging for Groups
Shows count of all open Issues by number of weeks open.   User must input a Group(s).
Crystal Reports
Active Issues Aging for Status
Shows count of all open Issues by number of weeks open.   User must input a Status.
Crystal Reports
Analyst Count by Priority of  Active Issues
Issue\Resource
Shows active Issue counts by Analyst assigned to the Issue and broken up by Priority.
Crystal Reports
Issues by Failed Service Type for Groups
Shows % of each Service Type failure based on the total Service Type failures in one Group, in specific Groups or in ALL Groups.
Crystal Reports
Plan Task Pending
Shows list of Plan Tasks that are in a Pending Status and the duration (within Workshift hours) that is has been in Pending Status from the time the Plan Task started.
Crystal Reports
Active Issues at Weeks End
Issue\Volume
Shows count of opened Issues for today, 7 days ago, 14 days ago, and so on for 5 weeks.  Counts are shown on the bars for each week ending date.  The opened Issue counts, for each week ending date, include the previous 6 days up to and including the 7th day (week ending date).
Crystal Reports
Issues Categories Currently Active
Shows count of open Issues by Category.
Crystal Reports
Issue Totals
Start and end date must be entered.  Analyst(s) last name needs to be specified or ALL for a list of all Analysts.  Estimated Time and Cost are shown, plus the Total Time and Cost and average Time to Close.  
Crystal Reports
Issues by Failed Service Type for Categories
Shows % of each Service Type failure based on the total Service Type failures in a particular Change Category, or a group of specific Change Categories or in ALL Change Categories.
Crystal Reports
Issues by Failed Service Type for Status
Shows % of each Service Type failure based on the total Service Type failures in a particular Status, or a group of specific Statuses or in ALL Statuses.
Crystal Reports
Plan Task Aging
Shows list of Plan Tasks and the duration (within Workshift hours) it took to complete one task to another, per Change Order.
Crystal Reports
Total Volume of Issues
Shows count of both opened and closed Issues for today, 7 days ago, 14 days ago and so on for about 5 weeks.
Crystal Reports
Total Volume of Issues by Interface
Shows count of both opened and closed Issues by Interface for today, 7 days ago, 14 days ago and so on for about 5 weeks.
Crystal Reports
Issue Properties by Category
Issue\Volume\Properties
Shows list of all Issues and their Properties with an open date in the selected date range, grouped by Category.
Crystal Reports
Issue Property Values 
Shows list of all values for each Issue Property with an Issue open date in the selected date range.
Crystal Reports
Service Desk Application-Level Transaction Measurements
Key Performance Indicator
Produces graphs showing a comparison of transaction processing times for a chose system type KPI over a specified period of time.  
Web Intelligence Report
Service Desk Application-Level Transaction Rates of Change
Produces a line graph showing the rate of change for a selected system activity during a selected time frame.  Information displayed is derived from data gathered over time by active KPIs of type system.
Web Intelligence Report
Service Desk SQL and Stored Query KPI Values
Produces a line graph showing values collected by a selected KPI over a selected time frame.  Information displayed is derived from data gathered over time by active KPIs of type SQL and Stored Query.
Web Intelligence Report
Document Usage by Contact
Knowledge Management\Contact Activity
Shows how Knowledge Documents have been utilized and is sorted by Contact.
Crystal Reports
Searches by Contact
Shows Knowledge Tools searches by Contact.
Crystal Reports
System Usage by Contact
Shows Knowledge Tools session and search information sorted by Contact.
Crystal Reports
User Sessions - Visits to Site
Shows Knowledge Tools session and search information sorted by Contact.
Crystal Reports
Users Opening Issues without Searching Knowledge
Shows Issues opened without searching Knowledge.
Crystal Reports
Users Opening Requests without Searching Knowledge
Shows Requests opened without searching Knowledge.
Crystal Reports
Comments by Contact
Shows Comments on Knowledge Documents sorted by Contact.
Crystal Reports
Document FAQ Rating
Knowledge Management\Knowledge Document Effectiveness
Shows Knowledge Documents sorted by FAQ Rating.
Crystal Reports
Comments by Document
Shows Comments sorted by Knowledge Document.
Crystal Reports
Document Ratings
Shows a list and pie chart of Knowledge Document Ratings.
Crystal Reports
Documents Viewed Detail
Shows details about the viewing of a specific Knowledge Document.
Crystal Reports
Least Frequently Viewed Documents
Shows Knowledge Documents viewed least frequently.
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Most Frequently Viewed Documents
Shows Knowledge Documents viewed most frequently.
Crystal Reports
Knowledge Feedback
Shows Knowledge Documents feedback.
Crystal Reports
Knowledge Usage for Issues
Shows information about the number of sessions where users do not open Issues, % of Self Service, the total number of Solutions, the number of Issues opened over a time frame.
Crystal Reports
Knowledge Usage for Requests
Shows information about the number of sessions where users do not open Requests, % of Self Service, the total number of Solutions, the number of Requests opened over a time frame.
Crystal Reports
Poor Votes
Shows a list of Knowledge Documents with a 'Not Helpful at All' rating.
Crystal Reports
Candidate Documents for Retirement
Knowledge Management\Knowledge Document Status
Shows a list of Knowledge Documents that are candidates for retirement.
Crystal Reports
Documents by Status
Shows Knowledge Documents grouped by Status.
Crystal Reports
Documents Created Via Knowledge Categories
Shows Knowledge Documents created via Knowledge Categories or via Submit Knowledge and assigned to the Category Owner.
Crystal Reports
Documents Published
Shows Knowledge Documents that have been published.
Crystal Reports
Documents Scheduled for Expiration
Shows Knowledge Documents that are scheduled to expire within the specified time frame.
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Documents with Inactive Assignees
Shows Knowledge Documents with Inactive Assignees.
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Documents with Inactive Owners
Shows Knowledge Documents with Inactive Owners.
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Expired Documents
Shows Knowledge Documents that have expired.
Crystal Reports
Submitted Knowledge
Shows Knowledge Documents submitted via the Submit Knowledge link in the Customer, Employee UI.
Crystal Reports
Unpublished Documents
Shows Knowledge Documents that have been unpublished.
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Contact FAQ Ratings
Knowledge Management\Knowledge Team Productivity
Shows summary of Knowledge Document FAQ Ratings by Contact.
Crystal Reports
Contact FAQ Ratings Detail
Shows detail of Knowledge Document FAQ Ratings by Contact.
Crystal Reports
Contact Information
Shows a list of all Contacts, with name, login, role, status, email address, last login date and Groups the Contact is a member of.
Crystal Reports
Documents Solving Issues by Contact
Shows Knowledge Documents that have solved Issues.
Crystal Reports
Documents Solving Requests by Contact
Shows Knowledge Documents that have solved Requests.
Crystal Reports
Issues solved by Document
Shows details Knowledge Documents that have solved Issues.  Information about the number of Issues that were resolved by Knowledge Document  are also listed.
Crystal Reports
Requests solved by Document
Shows details Knowledge Documents that have solved Requests.  Information about the number of Requests that were resolved by Knowledge Document  are also listed.
Crystal Reports
Knowledge Initiators Detail
Shows details of Knowledge Documents grouped by the Contact who created them.
Crystal Reports
Knowledge Initiators Summary
Shows a summary line for each Contact, how many Knowledge Documents and a % of the total number of Knowledge Documents that were created by the Contact.
Crystal Reports
Noise Words
Knowledge Management\Search Administration
Shows Knowledge Document Noise Words.
Crystal Reports
Synonyms
Shows Knowledge Document Synonyms.
Crystal Reports
Special Terms
Shows Knowledge Document Special Terms.
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Issues Closed Without Knowledge
Knowledge Management\Search Effectiveness and Usage
Shows list of Issues that have not been resolved by any Knowledge Documents.
Crystal Reports
Requests Closed Without Knowledge
Shows list of Requests that have not been resolved by any Knowledge Documents.
Crystal Reports
Most Frequent Searches
Shows most frequent Knowledge Tools searches.
Crystal Reports
Searches
Shows Knowledge Tools searches for a specific date range, Search Source and Search Type.
Crystal Reports
Requests Avoided
Shows details of Requests avoided.
Crystal Reports
Issues Closed with Knowledge
Shows information of Issues closed with Knowledge Documents.
Crystal Reports
Requests Closed with Knowledge
Shows information of Requests closed with Knowledge Documents.
Crystal Reports
Issues Avoided
Shows details of Issues avoided.
Crystal Reports
Knowledge Documents Created from Requests
Knowledge Management\Service Desk Integration
Shows proportion of Requests to generate a Knowledge Document.
Crystal Reports
Documents Solving Requests
Shows Knowledge Documents that have solved Requests.
Crystal Reports
Documents Solving Issues Detail
Shows details of the Issues that have a specific Knowledge Document as a solution.
Crystal Reports
Documents Solving  Requests Detail
Shows details of the Requests that have a specific Knowledge Document as a solution.
Crystal Reports
Knowledge Documents Created from Issues
Shows proportion of Issues to generate a Knowledge Document.
Crystal Reports
Documents Solving Issues
Shows Knowledge Documents that have solved Issues.
Crystal Reports
Issues Created Based on Knowledge Documents
Shows Issues created when the link "New Issue based on this Document" is selected.
Crystal Reports
Requests Created Based on Knowledge Documents
Shows Requests created when the link "New Request based on this Document" is selected.
Crystal Reports
Time to Issue Resolution
Shows average time to resolve Issues when Knowledge is used or accepted as a solution.
Crystal Reports
Time to Request Resolution
Shows average time to resolve Requests when Knowledge is used or accepted as a solution.
Crystal Reports
Linked Knowledge To Issues
Shows linked Knowledge to Issues.
Crystal Reports
Linked Knowledge To Requests
Shows linked Knowledge to Requests.
Crystal Reports
Knowledge Management Metrics
Knowledge Management\System Reports
Shows various Knowledge Management metrics about Searches, Knowledge Life Cycle Management and others.
Crystal Reports
CI Maintenance Windows Conflict
MSP Reports
Shows the CIs that are linked to scheduled change and have conflicting maintenance windows.
Crystal Reports
Created Configuration Items Report
Shows all newly created CIs within the specified date range.
Web Intelligence Report
Deleted Configuration Items Report
Shows all CIs deleted within the specified date range.
Web Intelligence Report
Detailed Incident Source
Shows list of Incidents recorded in order to demonstrate the added value of service.
Web Intelligence Report
Incident Categories without Service Type Report
Shows closed Incidents that do not have an associated Service Type.
Web Intelligence Report
Incident Resolution Method
Shows Incidents that could have been resolved by lower level support groups for training purposes and to provide additional value to customer service packages.
Web Intelligence Report
Incident Resolution Report
Shows list of all the resolution codes used within the specified time period.
Web Intelligence Report
Incident Source Report
Shows total number of Incident requests by source.
Web Intelligence Report
Incidents by Category
Shows major Incidents for contract purposes, process performance, billing and compliance.
Web Intelligence Report
Incidents by Hardware Model
Shows count of total and closed Incidents associated with a CI by Hardware Model.
Web Intelligence Report
Incidents without associated Asset or CI
Shows list of Incidents recorded without an associated Asset or CI in order to demonstrate the added value of service.
Web Intelligence Report
Re-Categorized Incidents
Shows Incidents that required re-categorization upon resolution for billing and training purposes.
Crystal Reports
Reassigned Incidents Report
Shows Incidents that required to be re-assigned upon resolution for billing and training purposes.
Crystal Reports
Detail Incident Source
MSP Reports\Dashboards
Multi-tenancy required
Dashboard
Incident Resolution Dashboard
Multi-tenancy required
Dashboard
Incidents by Category
Multi-tenancy required
Dashboard
Incidents by Hardware Model
Multi-tenancy required
Dashboard
Re-Categorized Incidents
Multi-tenancy required
Dashboard
Reassigned Incidents Report
Multi-tenancy required
Dashboard
Created Configuration Items Report-Detail (Multi-Tenancy Required)
MSP Reports\Detail
Shows all newly created CIs within specified date range.
Web Intelligence Report
Dashboard Re-Categorized Incidents (Multi-Tenancy Required)
Shows Incidents that required re-categorization upon resolution for billing and training purposes.
Crystal Reports
Dashboard Detailed Incident Source (Multi-Tenancy Required)
Shows list of Incidents recorded in order to demonstrate the added value of service.
Crystal Reports
Deleted Configuration Items Report-Detail (Multi-Tenancy Required)
Shows details of deleted (marked Inactive) CIs within specified date range.
Crystal Reports
Detailed Incident Source for Category (Multi-Tenancy Required)
Shows list of Incidents recorded for each Category in order to demonstrate the added value of service.
Crystal Reports
Detailed Incident Source (Multi-Tenancy Required)
Shows list of Incidents recorded in order to demonstrate the added value of service.
Crystal Reports
Detailed Incident (Multi-Tenancy Required)
Shows lists of Incidents recorded in order to demonstrate the added value of service.
Crystal Reports
Detailed Resolution Report (Multi-Tenancy Required)
Shows lists of Resolutions recorded in order to demonstrate the added value of service.
Crystal Reports
Incident by Category Dashboard components (Multi-Tenancy Required)
 
Crystal Reports
Incident by Hardware Model-Detail (Multi-Tenancy Required)
Shows details of all closed Incidents.
Crystal Reports
Incident Categories without Service Type-Detail (Multi-Tenancy Required)
This report cannot be viewed independently as this is a detail report.
Crystal Reports
Incident Resolution Report Dashboard (Multi-Tenancy Required)
 
Crystal Reports
Incident Resolution Report Details Dashboard (Multi-Tenancy Required)
 
Crystal Reports
Incidents by Hardware Model - DB (Multi-Tenancy Required)
 
Crystal Reports
Incident by Category Dashboard Details Report (Multi-Tenancy Required)
 
Crystal Reports
Service Desk Manager Daily Operations
Operational Dashboard
 
 
Active Request by Priority-Detail
Operational Dashboard\Request
 
Dashboard
Active Request by Priority-Main
 
Dashboard
Active Requests by Analyst
 
Dashboard
Active Requests by Category
 
Dashboard
Active Requests by Group
 
Dashboard
Active Incident by Priority-Detail
Operational Dashboard\Incident
 
Dashboard
Active Incident by Priority-Main
 
Dashboard
Active Incidents by Analyst
 
Dashboard
Active Incidents by Category
 
Dashboard
Active Incidents by Group
 
Dashboard
Active Problem by Priority-Detail
Operational Dashboard\Problem
 
Dashboard
Active Problem by Priority-Main
 
Dashboard
Active Problems by Analyst
 
Dashboard
Active Problems by Category
 
Dashboard
Active Problems by Group
 
Dashboard
Active Change Order by Priority-Detail
Operational Dashboard\Change Order
 
Dashboard
Active Change Order by Priority-Main
 
Dashboard
Active Change Orders by Analyst
 
Dashboard
Active Change Orders by Category
 
Dashboard
Active Change Orders by Group
 
Dashboard
Active Issue by Priority-Detail
Operational Dashboard\Issue
 
Dashboard
Active Issue by Priority-Main
 
Dashboard
Active Issues by Analyst
 
Dashboard
Active Issues by Category
 
Dashboard
Active Issues by Group
 
Dashboard
Service Desk Manager Daily Operations
Operational Dashboard
 
 
Active Requests Aging by Priority for Groups
Request\Aging
Shows count of open Requests by the number of weeks open.  Adjacent bars break up counts by Priorities.  User must input a Group name for a search of Requests in that Group.
Crystal Reports
Active Requests Aging by Priority for Request Areas
Shows count of open Requests by the number of weeks open.  Adjacent bars break up counts by Priorities.  User must input a Request Area for a search of Requests in that Request Area.
Crystal Reports
Active Requests Aging by Priority for Status
Shows count of open Requests by the number of weeks open.  Adjacent bars break up counts by Priorities.  User must input a Status name for a search of Requests in that Status.
Crystal Reports
Active Requests Aging
Shows count of all open Requests by number of weeks open.
Crystal Reports
Active Requests Aging for Groups
Shows count of all open Requests by number of weeks open. User must input a Group Name for a search of only Requests in that Group.
Crystal Reports
Active Requests Aging for Priority
Shows count of open Requests by the number of weeks open.  Adjacent bars break up counts by Priorities.
Crystal Reports
Active Requests Aging for Request Areas
Shows count of open Requests by the number of weeks open.  User must input a Request Area for a search of Requests in that Request Area.
Crystal Reports
Active Requests Aging for Status
Shows count of open Requests by the number of weeks open.  User must input a Status name for a search of Requests in that Status.
Crystal Reports
Volume and Trend
Request\Count
Shows annual trend of opened and closed Requests based on a user selected annual trending parameter.
Crystal Reports
Mean Time To Acknowledge & Mean Time To Resolve
Request\Effectiveness
Shows annual trend of mean time to acknowledge (MTTA) and the mean time to resolve (MTTR) requests against the current month and the previous 3 months.  
Crystal Reports
Analyst Count by Priority of Active Requests
Request\Resource
Shows open Request counts by Priority grouped by Analyst.
Crystal Reports
Analyst Summary
Shows the number of Analysts assigned to Requests by Status.
Crystal Reports
Request Aging Detail by Organization and Analyst
Shows detailed summary of all currently opened Requests by Organization and Analyst and the last activity that occurred and by whom.  Sorted descending on time open.
 
Request List by Analyst
Shows a list of Requests assigned to each Analyst.
Crystal Reports
Violated SLA for Groups
Shows the number of Requests violated by the number of time violated.  Requires a start and end date, and Group name for a search of only Requests opened during that date range and assigned to that Group or all Groups.
Crystal Reports
Requests by Failed Service Type for Groups
Shows % of each Service Type failure based on the total Service Type failures on one Group, in certain Groups or in all Groups.
Crystal Reports
SLA Violation
Request\SLA
Shows annual trend on % of SLA violation against the opened requests volume.
Crystal Reports
Active Request List
Request\Volume
Shows a list of active Requests grouped by Analyst.
Crystal Reports
Active Requests at Weeks End
Shows count of opened Issues for today, 7 days ago, 14 days ago, and so on for 5 weeks.  Counts are shown on the bars for each week ending date.  The opened Request counts, for each week ending date, include the previous 6 days up to and including the 7th d
Crystal Reports
Activity of Requests
Shows a list of activities for all Requests, grouped by Request.
Crystal Reports
Analyst List by Organization
Shows a list of Analysts organized by their Organization.
Crystal Reports
Key Organization Summary
Shows detail of all the active Requests by Organization.
Crystal Reports
Open/Closed Call Analysis by Analyst
Shows a count of Requests active at the start date, new Requests entered during the period, Requests closed during the period, the number of active Requests at the end of the period and the change in the number of active Requests over the period.
Crystal Reports
Request Activity Counts by Customer Organization
Shows a count of Request Activities by type, sorted by Customer Organization.  The counts are based on Requests that were opened between the Start and End Dates.
Crystal Reports
Request Aging Detail
Shows a detailed summary of all currently opened Requests by Organization and the last Activity that occurred and by whom.
Crystal Reports
Request Areas Currently Active
Shows the count of open Requests by Request Area.
Crystal Reports
Request List
Shows a list of Requests.
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Request List by Organization
Shows a list of Requests grouped by Customer Organization.
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Request List by Priority
Shows a list of Requests grouped by Priority.
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Request List by Request Area
Shows a list of Requests grouped by Request Area.
Crystal Reports
Request Properties by Request Area
Request\Volume\ Properties
Shows a list of all Requests and their Properties within the user selected date range, grouped by Request Area.
Crystal Reports
Request Property Values
Shows a list of Request Properties based on the Open Date range selected.  The list shows each Property and all the responses to that Property.
Crystal Reports
Not Closed Requests by Priority
Request\Volume\By Customer Location
Shows a count of Requests with no Closed Date by Customer Location.  The numbers are further broken down by Priority.  Additionally, the report totals the number of Requests active, inactive and with a SLA violation.
Crystal Reports
Not Closed Requests by Priority with Attached Change Orders
Shows a count of Requests with no Close Date and attached Change Orders.  The numbers are grouped by Customer Location and Priority.
Crystal Reports
Resolved Requests by Priority with Resolved Date
Shows a count of Requests that have been resolved but not yet closed.  Requests are listed by Customer Location and Priority.
Crystal Reports
Analyst Logins
Support Automation
Shows detailed information for each analyst login.
Crystal Reports
Analyst Metrics
Shows summary information for each analyst, including KPI metrics.  Data is for all sessions completed during the analyst login session where the login itself occurred in the date range.
Crystal Reports
Assistance Sessions
Shows detailed report of all assistance sessions.
Crystal Reports
Assistance Sessions Metrics
Shows summary data of the assistance sessions conducted by the help desk.
Crystal Reports
Tool Usage Summary
Shows summary information about which tools are being used for assistance sessions.  For each tool, the number of session it was used in is shown, with the number sub-totaled by ticket category and with a grand total.
Crystal Reports
Queue Entries
Shows detailed metrics information for each queue entry.
Crystal Reports
Queue Entry Metrics
Shows summary data by queue about the queue entries.
Crystal Reports
Automated Task Execution
Shows detail information for each automated task (script) execution.
Crystal Reports
Automated Task Summary
Shows a summary for each script showing the number of times it has been executed and the status of those executions.
Crystal Reports
Active Queued End Users
Shows real time information about end users, placed in support queues.
Crystal Reports
Active Assistance Sessions 
Shows real time data of currently active assistance sessions.
Crystal Reports
Survey Detail
Survey
Shows details of a given Survey name (or ALL) that lists the specifics of each Survey completed.  It will look very similar to the actual Survey, but filled in with the Customer choices and comments.
Crystal Reports
Survey Summary
Shows a summary of a given Survey name (or ALL) that lists the % and counts of responses for each answer, per question, based on the total number of responses for this Survey.
Crystal Reports
Survey Summary with Comments
Shows a summary of a given Survey name (or ALL) that lists the % and counts of responses for each answer, per question, based on the total number of responses for this Survey.  Includes Customer comments.
Crystal Reports
CI Maintenance Windows
CMDB
Shows the CIs that are linked to multiple services and have multiple maintenance windows.
Crystal Reports
CIs Added in Time Range Report
Shows a list of CIs added during the specified date range and for specified tenant(s).  The report lets you view the related CI Name, Family, Class, Responsible Organization and Location.
Crystal Reports
CIs by MDR Report
Shows a list of all CIs for a specific Management Data Repository (MDR) name or grouped by all MDRs for the specific tenant(s).  The report lets you view the related CI Name, Family, Class, Responsible Organization and Location.
Crystal Reports
CIs by Owner Report
Shows all the CIs for a specific Owner last name grouped by all Owners for the specific tenant(s).  The report lets you view the related CI Name, Family, Class, Responsible Organization and Location.
Crystal Reports
CIs by Tenant Report
Shows all the CIs for a specific Tenant name grouped by all Tenant(s).  The report lets you view the related CI Name, Family, Class, Responsible Organization and Location.
Crystal Reports
CIs Change Anomaly Report
Shows a list of all CIs to which changes have been made during the specified date range and tenant.
Crystal Reports
CIs Details Report
Shows a list of CIs for a specific Location or grouped by all Locations for the specific tenants.  The report lets you view the related CI Name, Family, Class, and Responsible Organization.  Can also view the assets if there are no CIs.
Crystal Reports
CIs Related to Incidents and Problem Report
Shows a list of all the CIs along with the Incident and the Problem count for specified tenant(s).  The report lets you view the related CI Name, Family, Class, Responsible Organization and Location.
Crystal Reports
CIs Relationship Changes Report
Shows a list of all CIs for which the relationships have been changed or deleted for the specified date range and for the specified tenant.
Crystal Reports
CIs Scheduled Changes Report
Shows a list of all the CIs along with the related Change Orders and the RFC Scheduling details for specified tenant(s).  The report lets you view the related CI Name, Family, Class, Responsible Organization and Location.
Crystal Reports
CIs Updated in Time Range Report
Shows a list of all the updated/modified CIs for the specified date range and for the specific tenant(s).  The report lets you view the related CI Name, Family, Class, Responsible Organization and Location.
Crystal Reports
CIs With Change Orders Report
Shows a list of all CIs with the Change Order counts for the specified tenant(s).  The report lets you view the related CI Name, Family, Class, Responsible Organization and Location.
Crystal Reports
All Change Impact Report 
CMDB\SQL Server (These Reports will work on SQL Server only)
Shows a list of CIs which have a direct relationship with the specified CI for the specified tenants.  Lets you view the CIs according to Family, Relation Type, CI Class, Responsible Organization and Location.  Can view active and inactive CIs.
Crystal Reports
CIs Relationships Report
Shows a list of all the Dependent and Provider CIs for the specified tenants.  Lets you view the CIs according to Family, Relation Type, CI Class, Responsible Organization and Location.  Can view active 
Crystal Reports
CIs Root Cause Analysis Report
Shows a list of all CIs that have been modified during the specified date range and have a direct or indirect relationship with the specified CI for the specified tenants.  The report lets you view the CIs according to the user who modified the CI and the Relationship Type.  You can also view the Dependent and Provider CIs for the specified CI, along with the old and new values.
Crystal Reports
All Change Impact Report 
CMDB\Oracle (These Reports will work on Oracle Only)
Shows a list of CIs which have a direct relationship with the specified CI for the specified tenants.  Lets you view the CIs according to Family, Relation Type, CI Class, Responsible Organization and Location.  Can view active and inactive CIs.
Crystal Reports
CIs Relationships Report
Shows a list of all the Dependent and Provider CIs for the specified tenants.  Lets you view the CIs according to Family, Relation Type, CI Class, Responsible Organization and Location.  Can view active 
Crystal Reports
CIs Root Cause Analysis Report
Shows a list of all CIs that have been modified during the specified date range and have a direct or indirect relationship with the specified CI for the specified tenants.  The report lets you view the CIs according to the user who modified the CI and the Relationship Type.  You can also view the Dependent and Provider CIs for the specified CI, along with the old and new values.
Crystal Reports
CACF Overview 
CMDB\Configuration Audit & Control Facility
Shows the CACF overview within the selected time period.  The report lets you view the number of Incidents that CACF created, Detected Rogue changes, Prevented Rogue changes, Variances detected, Variances prevented and Variances allowed.
Crystal Reports
CACF Policy Efficiency summary
Shows the efficiency summary of the selected policies according to the modification, activation, and deactivation dates of these policies.  The report lets you view the Policy deactivation date, Policy description, number of Incidents that Policy created, rogue changes or inserts, rogue changes prevented, variances detected, variances prevented and variances allowed by the selected policies.
Crystal Reports
Change verification trending information
Shows the trends of the change verification for the selected time period.  The report lets you view the number of Change Orders requiring manual verification, variances allowed by Policy, variances prevented by Policy, rogue changes and verified change specifications.
Crystal Reports
Number of Change Orders for the time period
Shows the number of Change Orders within the selected time period.  The report displays the number of Change Orders with or without the Change Specifications, Change Orders where all Change Specifications were closed automatically, Change Orders where at least one Change Specification needed manual intervention and Change Orders with no associated CIs.  The reports let you view the Change Orders according to the selected Categories, Assignees, Change Organizations, Requestors, Priorities, CIs, CI Classes, Contact Names, CI Locations and CI Service Organizations.
Crystal Reports
Number of CIs for the time period
Shows the number of different CIs within the selected time period.  The report displays the CIs with Rogue Changes, CIs with Variances, CIs with Unverifiable Changes and CIs with verified Change Specifications.  The report lets you view the CIs according to the selected CI Classes, CI Locations, Contact Names and CI Service Organizations.
Crystal Reports
Operational Effectiveness
CA Service Management\Scheduled Dashboard
This dashboard provides insight into metrics surrounding productivity of Groups of Teams that address the request and incident demand coming from business users.
 
Service Demand - Incidents
This dashboard provides insight into incident demand from business users to IT, and supports analysis of data through various time-periods, location, tenant or service.
 
Operational Effectiveness
CA Service Management\View on Demand Dashboard
This dashboard provides insight into metrics surrounding productivity of Groups of Teams that address the request and incident demand coming from business users.
 
Service Demand - Incidents
This dashboard provides insight into incident demand from business users to IT, and supports analysis of data through various time-periods, location, tenant or service.