Additional Reports with ITIL Content Pack for CA Service Desk Manager

The ITIL Content Pack for CA Service Desk Manager 17.2 provides the following additional reports.
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The ITIL Content Pack for CA Service Desk Manager 17.2 provides the following additional reports.
This article contains information on how to install the ITIL Content Pack, and explains about the various additional reports:
 
Install the ITIL Content Pack
  1. Download
     
    the
    DVD500000000002458.iso
     from CA Support.
  2. Extract the contents of the DVD.
  3. Login to the Primary CA SDM Server.
  4. Unzip ITIL_Content_17_2.zip to the $NX_ROOT\samples folder on your CA SDM primary server and all CA SDM standby servers if using Advanced Availability.
  5. Navigate to ITIL_Content_17_2\files\data folder, launch the command prompt, and execute the following command:
    Pdm_load -f attribute_definitions.dat
  6. Launch a web browser and navigate to CA Business intelligence JasperReports Server as a superuser.
    http://<machine_name>:< cabi_port>/jasperserver-pro/login.html
  7. From the home page, click
    Manage
    and select
    Server Settings
    .
  8. Select
    Import
    , and click the
    Choose File
    button.
  9. Navigate to the $NX_ROOT\samples\ITIL_Content_17_2\files\reports_CABI_6.x_JasperReports
     
    folder, and select the 
    ITIL_Reports.zip 
    file.
  10. Click
    Open
    to import the file.
  11. To verify the import, from the home page, click
    View
    and select
    Repository
    .
  12. Navigate to
    Organizations
    servicemanagement
    ,
    capability
    ,
    reports
    ,
    CA Service Desk
    , and
    Additional ITIL Reports
    .
    All the imported ITIL reports are listed.
Reports
The following table lists the name, description, option name, input controls and outcome of these reports.
S.No
Report Name
Report Description
Option Name
Input Control
Default Input Control
Outcome
`1
Agreement/Contract Renewal Review Report
This report presents a list of ticket having an SLA or Contract about to expire. This report works for all ticket types (Incidents/Problems/Requests/ Change Orders/Releases).
  • Number of Days before Contract Violation:
  • Ticket Type
  • Categories
  • SLM Type
  • Agreement/Contract Name
  • Number of Days before Contract Violation: 7
  • Ticket Type: ALL
  • Categories: ALL
  • SLM Type: ALL
  • Agreement/Contract Name: ALL
Detailed ticket list by ticket type, summary by ticket types, and contracts (column chart and crosstab)
1a
Agreement/Contract Renewal Review Report
This report presents a list of ticket having an SLA or Contract about to expire. This report works for all ticket types (Incidents/Problems/Requests/ Change Orders/Releases).
24hours || All Tickets
  • Number of Days before Contract Violation:
  • Ticket Type
  • Categories
  • SLM Type
  • Agreement/Contract Name
  • Number of Days before Contract Violation: 1
  • Ticket Type: ALL
  • Categories: ALL
  • SLM Type: ALL
  • Agreement/Contract Name: ALL
Detailed ticket list by ticket type, summary by ticket types, and contracts (column chart and crosstab)
1b
Agreement/Contract Renewal Review Report
This report presents a list of ticket having an SLA or Contract about to expire. This report works for all ticket types (Incidents/Problems/Requests/ Change Orders/Releases).
7Days || SLAs || Change Orders
  • Number of Days before Contract Violation:
  • Ticket Type
  • Categories
  • SLM Type
  • Agreement/Contract Name
  • Number of Days before Contract Violation: 7
  • Ticket Type: Change Orders
  • Categories: ALL
  • SLM Type: SLA
  • Agreement/Contract Name: ALL
Detailed ticket list by ticket type, summary by ticket types, and contracts (column chart and crosstab)
1c
Agreement/Contract Renewal Review Report
This report presents a list of ticket having an SLA or Contract about to expire. This report works for all ticket types (Incidents/Problems/Requests/ Change Orders/Releases).
7Days || SLAs || Incidents
  • Number of Days before Contract Violation:
  • Ticket Type
  • Categories
  • SLM Type
  • Agreement/Contract Name
  • Number of Days before Contract Violation: 7
  • Ticket Type: Incidents
  • Categories: ALL
  • SLM Type: SLA
  • Agreement/Contract Name: ALL
Detailed ticket list by ticket type, summary by ticket types, and contracts (column chart and crosstab)
1d
Agreement/Contract Renewal Review Report
This report presents a list of ticket having an SLA or Contract about to expire. This report works for all ticket types (Incidents/Problems/Requests/ Change Orders/Releases).
7Days || SLAs || Problems
  • Number of Days before Contract Violation:
  • Ticket Type
  • Categories
  • SLM Type
  • Agreement/Contract Name
  • Number of Days before Contract Violation: 7 Ticket Type: Problems
  • Categories: ALL
  • SLM Type: SLA
  • Agreement/Contract Name: ALL
Detailed ticket list by ticket type, summary by ticket types, and contracts (column chart and crosstab)
1e
Agreement/Contract Renewal Review Report
This report presents a list of ticket having an SLA or Contract about to expire. This report works for all ticket types (Incidents/Problems/Requests/ Change Orders/Releases).
7Days || SLAs || Releases
  • Number of Days before Contract Violation:
  • Ticket Type
  • Categories
  • SLM Type
  • Agreement/Contract Name
  • Number of Days before Contract Violation: 7
  • Ticket Type: Releases
  • Categories: ALL
  • SLM Type: SLA
  • Agreement/Contract Name: ALL
Detailed ticket list by ticket type, summary by ticket types, and contracts (column chart and crosstab)
1f
Agreement/Contract Renewal Review Report
This report presents a list of ticket having an SLA or Contract about to expire. This report works for all ticket types (Incidents/Problems/Requests/ Change Orders/Releases).
7Days || SLAs || Requests
  • Number of Days before Contract Violation:
  • Ticket Type
  • Categories
  • SLM Type
  • Agreement/Contract Name
  • Number of Days before Contract Violation: 7
  • Ticket Type: Requests
  • Categories: ALL
  • SLM Type: SLA
  • Agreement/Contract Name: ALL
Detailed ticket list by ticket type, summary by ticket types, and contracts (column chart and crosstab)
2
Business Impact
This report illustrates Business Impact for Enterprise Services by ticket types and categories. This report is available for Incident, Request and Problem tickets.
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status) categories
  • Time period: Current Year
  • Ticket Type: ALL
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status): ALL Categories: ALL
For each ticket type selected:
  • Volume of tickets by month for enterprise service (stacked column chart)
  • Volume of ticket by weekday for Enterprise Service (stacked column chart)
  • Volume of ticket for enterprise service by Category and by
  • Detailed ticket list by enterprise service
2a
Business Impact
This report illustrates Business Impact for Enterprise Services by ticket types and categories. This report is available for Incident, Request and Problem tickets.
Business Impact || Incidents || Current Year
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Time period: Current Year
  • Ticket Type: Incident
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status): ALL
  • Categories: ALL
  • Volume of tickets by month for enterprise service (stacked column chart)
  • Volume of ticket by weekday for Enterprise Service (stacked column chart)
  • Volume of ticket for enterprise service by Category and by
  • Detailed ticket list by enterprise service
2b
Business Impact
This report illustrates Business Impact for Enterprise Services by ticket types and categories. This report is available for Incident, Request and Problem tickets.
Business Impact || Problems || Current Year
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Time period: Current Year
  • Ticket Type: Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status): ALL
  • Categories: ALL
  • Volume of tickets by month for enterprise service (stacked column chart)
  • Volume of ticket by weekday for Enterprise Service (stacked column chart)
  • Volume of ticket for enterprise service by Category and by
  • Detailed ticket list by enterprise service
2c
Business Impact
This report illustrates Business Impact for Enterprise Services by ticket types and categories. This report is available for Incident, Request and Problem tickets.
Business Impact || Requests || Current Year
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Time period: Current Year
  • Ticket Type: Requests
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status): ALL
  • Categories: ALL
  • Volume of tickets by month for enterprise service (stacked column chart)
  • Volume of ticket by weekday for Enterprise Service (stacked column chart)
  • Volume of ticket for enterprise service by Category and by
  • Detailed ticket list by enterprise service
3
Business Impact Change Orders and Releases
This report illustrates Business Impact for Enterprise Services by ticket types and categories. This report is available for Change Order and Release tickets.
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Change/ Releases Categories
  • Time period: Current Year
  • Ticket Type: ALL
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Change/ Releases Categories: ALL
  • Volume of tickets by month for enterprise service (stacked column chart)
  • Volume of ticket by weekday for Enterprise Service (stacked column chart)
  • Volume of ticket for enterprise service by Category and by
  • Detailed ticket list by enterprise service
3a
Business Impact Change Orders and Releases
This report illustrates Business Impact for Enterprise Services by ticket types and categories. This report is available for Change Order and Release tickets.
Business Impact || Change Orders || Current Year
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Change/ Releases Categories
  • Time period: Current Year
  • Ticket Type: Change Orders
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Change/ Releases Categories: ALL
  • Volume of tickets by month for enterprise service (stacked column chart)
  • Volume of ticket by weekday for Enterprise Service (stacked column chart)
  • Volume of ticket for enterprise service by Category and by
  • Detailed ticket list by enterprise service
3b
Business Impact Change Orders and Releases
This report illustrates Business Impact for Enterprise Services by ticket types and categories. This report is available for Change Order and Release tickets.
Business Impact || Releases || Current Year
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Change/ Releases Categories
  • Time period: Current Year
  • Ticket Type: Releases
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Change/ Releases Categories: ALL
  • Volume of tickets by month for enterprise service (stacked column chart)
  • Volume of ticket by weekday for Enterprise Service (stacked column chart)
  • Volume of ticket for enterprise service by Category and by
  • Detailed ticket list by enterprise service
4
Closure Category Report for Changes and Releases
Summary and detail report for Change Orders and Releases showing a comparison of the initial categorization and the closing categorization.
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Change/ Releases Categories
  • Time period: Current Year
  • Ticket Type: ALL (Change Order and Release)
  • Change/ Release Categories: ALL
By ticket types:
  • Pie Chart on re-categorized ticket by closure category
  • Stacked column chart: re-categorized/non recategorized tickets by closure categories.
  • Pie Chart on re-categorized ticket by initial category
  • Stacked column chart: re-categorized/non recategorized tickets by initial categories.
  • Pie Chart on re-categorized ticket by customer organization
  • Stacked column chart: re-categorized/non re-categorized tickets by customer organization
  • Stacked column chart: re-categorized/non recategorized tickets by initial categories.
  • Pie Chart on re-categorized ticket by ticket template
  • Stacked column chart: re-categorized/non recategorized tickets by ticket template
  • Crosstab counting initial to closure
  • Detailed ticket list by closure category with count summary
4a
Closure Category Report for Changes and Releases
Summary and detail report for Change Orders and Releases showing a comparison of the initial categorization and the closing categorization.
Closure Category || Change Orders || Current Year
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Change/ Releases Categories
  • Time period: Current Year
  • Ticket Type: Change Orders
  • Change/ Release Categories: ALL
By ticket types:
  • Pie Chart on re-categorized ticket by closure category
  • Stacked column chart: re-categorized/non recategorized tickets by closure categories.
  • Pie Chart on re-categorized ticket by initial category
  • Stacked column chart: re-categorized/non recategorized tickets by initial categories.
  • Pie Chart on re-categorized ticket by customer organization
  • Stacked column chart: re-categorized/non re-categorized tickets by customer organization
  • Stacked column chart: re-categorized/non recategorized tickets by initial categories.
  • Pie Chart on re-categorized ticket by ticket template
  • Stacked column chart: re-categorized/non recategorized tickets by ticket template
  • Crosstab counting initial to closure
  • Detailed ticket list by closure category with count summary
4b
Closure Category Report for Changes and Releases
Summary and detail report for Change Orders and Releases showing a comparison of the initial categorization and the closing categorization.
Closure Category || Releases || Current Year
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Change/ Releases Categories
  • Time period: Current Year
  • Ticket Type: Releases
  • Change/ Release Categories: ALL
By ticket types:
  • Pie Chart on re-categorized ticket by closure category
  • Stacked column chart: re-categorized/non recategorized tickets by closure categories.
  • Pie Chart on re-categorized ticket by initial category
  • Stacked column chart: re-categorized/non recategorized tickets by initial categories.
  • Pie Chart on re-categorized ticket by customer organization
  • Stacked column chart: re-categorized/non re-categorized tickets by customer organization
  • Stacked column chart: re-categorized/non recategorized tickets by initial categories.
  • Pie Chart on re-categorized ticket by ticket template
  • Stacked column chart: re-categorized/non recategorized tickets by ticket template
  • Crosstab counting initial to closure
  • Detailed ticket list by closure category with count summary
5
Closure Category Report for Incidents, Problems and Requests
Summary and detail report for Incidents, Problems and Requests showing a comparison of the initial categorization and the closing categorization.
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories
  • Time period: Current Year
  • Ticket Type: All (Incidents, Requests and Problems)
  • Categories: ALL
By ticket types:
  • Pie Chart on re-categorized ticket by closure category
  • Stacked column chart: re-categorized/non recategorized tickets by closure categories.
  • Pie Chart on re-categorized ticket by initial category
  • Stacked column chart: re-categorized/non recategorized tickets by initial categories.
  • Pie Chart on re-categorized ticket by customer organization
  • Stacked column chart: re-categorized/non re-categorized tickets by customer organization
  • Stacked column chart: re-categorized/non recategorized tickets by initial categories.
  • Pie Chart on re-categorized ticket by ticket template
  • Stacked column chart: re-categorized/non recategorized tickets by ticket template
  • Crosstab counting initial to closure
  • Detailed ticket list by closure category with count summary
5a
Closure Category Report for Incidents, Problems and Requests
Summary and detail report for Incidents, Problems and Requests showing a comparison of the initial categorization and the closing categorization.
Closure Category || Incidents || Current Year
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories
  • Time period: Current Year
  • Ticket Type: Incidents
  • Categories: ALL
  • Pie Chart on re-categorized ticket by closure category
  • Stacked column chart: re-categorized/non recategorized tickets by closure categories.
  • Pie Chart on re-categorized ticket by initial category
  • Stacked column chart: re-categorized/non recategorized tickets by initial categories.
  •  Pie Chart on re-categorized ticket by customer organization
  • Stacked column chart: re-categorized/non re-categorized tickets by customer organization
  • Stacked column chart: re-categorized/non recategorized tickets by initial categories.
  •  Pie Chart on re-categorized ticket by ticket template
  • Stacked column chart: re-categorized/non recategorized tickets by ticket template
  • Crosstab counting initial to closure
  • Detailed ticket list by closure category with count summary
5b
Closure Category Report for Incidents, Problems and Requests
Summary and detail report for Incidents, Problems and Requests showing a comparison of the initial categorization and the closing categorization.
Closure Category || Problems || Current Year
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories
  • Time period: Current Year
  • Ticket Type: Incidents
  • Categories: ALL
  • Pie Chart on re-categorized ticket by closure category
  • Stacked column chart: re-categorized/non recategorized tickets by closure categories.
  • Pie Chart on re-categorized ticket by initial category
  • Stacked column chart: re-categorized/non recategorized tickets by initial categories.
  • Pie Chart on re-categorized ticket by customer organization
  • Stacked column chart: re-categorized/non re-categorized tickets by customer organization
  • Stacked column chart: re-categorized/non recategorized tickets by initial categories.
  • Pie Chart on re-categorized ticket by ticket template
  • Stacked column chart: re-categorized/non recategorized tickets by ticket template
  • Crosstab counting initial to closure
  • Detailed ticket list by closure category with count summary
5c
Closure Category Report for Incidents, Problems and Requests
Summary and detail report for Incidents, Problems and Requests showing a comparison of the initial categorization and the closing categorization.
Closure Category || Requests || Current Year
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories
  • Time period: Current Year
  • Ticket Type: Requests
  • Categories: ALL
  • Pie Chart on re-categorized ticket by closure category
  • Stacked column chart: re-categorized/non recategorized tickets by closure categories.
  • Pie Chart on re-categorized ticket by initial category
  • Stacked column chart: re-categorized/non recategorized tickets by initial categories.
  • Pie Chart on re-categorized ticket by customer organization
  • Stacked column chart: re-categorized/non re-categorized tickets by customer organization
  • Stacked column chart: re-categorized/non recategorized tickets by initial categories.
  • Pie Chart on re-categorized ticket by ticket template
  • Stacked column chart: re-categorized/non recategorized tickets by ticket template
  • Crosstab counting initial to closure
  • Detailed ticket list by closure category with count summary
6
Configuration Item Card
This report displays Configuration Item main attributes, direct relationship CIs and tickets (Incidents, Requests, Problems, Change Orders and Releases) associated to the CI.
  • Configuration Item Families
  • Audit History (Yes/No)
  • Configuration Item Families: ALL
  • Audit History (Yes/No): Yes
  • Main CI attributes
  • Direct relationship
  • Ticket list associated to the CI.
6a
Configuration Item Card
This report displays Configuration Item main attributes, direct relationship CIs and tickets (Incidents, Requests, Problems, Change Orders and Releases) associated to the CI.
Enterprise Services || Audit
  • Configuration Item Families
  • Audit History (Yes/No)
  • Configuration Item Families: Enterprise Services
  • Audit History (Yes/No): Yes
  • Main CI attributes
  • Direct relationship
  • Ticket list associated to the CI.
6b
Configuration Item Card
This report displays Configuration Item main attributes, direct relationship CIs and tickets (Incidents, Requests, Problems, Change Orders and Releases) associated to the CI.
HardwareServer || Audit
  • Configuration Item Families
  • Audit History (Yes/No)
  • Configuration Item Families: Hardware Server
  • Enterprise Services
  • Audit History (Yes/No): Yes
  • Main CI attributes
  • Direct relationship
  • Ticket list associated to the CI.
7
SLA Management By Enterprise Services
This report illustrates SLA management by Enterprise Service and ticket types (Incidents, Requests, Problems, Change Orders, Releases). A summary is provided for each ticket type and Enterprise Service.
  • Time period:
    (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types
    (OLA, SLA, UC)
  • Agreements/contract name
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: ALL
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types
    (OLA, SLA, UC): ALL
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list by Enterprise Service and ticket type including SLM performance.
  • Summary by ticket types and contracts (column chart and crosstab)
  • Summary by enterprise service (violated agreements and number of tickets)
  • Count of violations per enterprise service and agreements
    (crosstab)
7a
SLA Management By Enterprise Services
This report illustrates SLA management by Enterprise Service and ticket types (Incidents, Requests, Problems, Change Orders, Releases). A summary is provided for each ticket type and Enterprise Service.
Enterprise Services || UCs || Current Year || Incidents/ Request/ Problems
  • Time period:
    (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems):
  • Categories Changes and Release
  • SLM Types
    (OLA, SLA, UC)
  • Agreements/contract name
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: Incidents/Request/Problems
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types (OLA, SLA, UC): UC
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list by Enterprise Service and ticket type including SLM performance.
  • Summary by ticket types and contracts (column chart and crosstab)
  • Summary by enterprise service (violated agreements and number of tickets)
  • Count of violations per enterprise service and agreements
    (crosstab)
7b
SLA Management By Enterprise Services
This report illustrates SLA management by Enterprise Service and ticket types (Incidents, Requests, Problems, Change Orders, Releases). A summary is provided for each ticket type and Enterprise Service.
Enterprise Services || UCs || Current Year || Change Orders /Releases
  • Time period:
    (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types
    (OLA, SLA, UC):
  • Agreements/contract name
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: Changes Orders /Releases
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types
    (OLA, SLA, UC): UC
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list by Enterprise Service and ticket type including SLM performance.
  • Summary by ticket types and contracts (column chart and crosstab)
  • Summary by enterprise service (violated agreements and number of tickets)
  • Count of violations per enterprise service and agreements
    (crosstab)
7c
SLA Management By Enterprise Services
This report illustrates SLA management by Enterprise Service and ticket types (Incidents, Requests, Problems, Change Orders, Releases). A summary is provided for each ticket type and Enterprise Service.
Enterprise Services || OLAs || Current Year || Change Orders /Releases
  • Time period:
    (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types
    (OLA, SLA, UC)
  • Agreements/contract name
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: Change Orders/Releases
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types (OLA, SLA, UC): OLA
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list by Enterprise Service and ticket type including SLM performance.
  • Summary by ticket types and contracts (column chart and crosstab)
  • Summary by enterprise service (violated agreements and number of tickets)
  • Count of violations per enterprise service and agreements
    (crosstab)
7d
SLA Management By Enterprise Services
This report illustrates SLA management by Enterprise Service and ticket types (Incidents, Requests, Problems, Change Orders, Releases). A summary is provided for each ticket type and Enterprise Service.
Enterprise Services || OLAs || Current Year || Incidents/ Request/ Problems
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types (OLA, SLA, UC)
  • Agreements/contract name
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: Incidents/Request/Problems
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types (OLA, SLA, UC): OLA
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list by Enterprise Service and ticket type including SLM performance.
  • Summary by ticket types and contracts (column chart and crosstab)
  • Summary by enterprise service (violated agreements and number of tickets)
  • Count of violations per enterprise service and agreements(crosstab)
7e
SLA Management By Enterprise Services
This report illustrates SLA management by Enterprise Service and ticket types (Incidents, Requests, Problems, Change Orders, Releases). A summary is provided for each ticket type and Enterprise Service.
Enterprise Services || SLAs || Current Year || Change Orders/ Releases
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types (OLA, SLA, UC)
  • Agreements/contract name
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: Change Orders/Releases
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types (OLA, SLA, UC): SLA
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list by Enterprise Service and ticket type including SLM performance.
  • Summary by ticket types and contracts (column chart and crosstab)
  • Summary by enterprise service (violated agreements and number of tickets)
  • Count of violations per enterprise service and agreements(crosstab)
7f
SLA Management By Enterprise Services
This report illustrates SLA management by Enterprise Service and ticket types (Incidents, Requests, Problems, Change Orders, Releases). A summary is provided for each ticket type and Enterprise Service.
Enterprise Services || SLAs || Current Year || Incidents/Requests/ Problems
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types (OLA, SLA, UC)
  • Agreements/contract name
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: Incidents/Requests/Problems
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types (OLA, SLA, UC): SLA
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list by Enterprise Service and ticket type including SLM performance.
  • Summary by ticket types and contracts (column chart and crosstab)
  • Summary by enterprise service (violated agreements and number of tickets)
  • Count of violations per enterprise service and agreements(crosstab)
7g
SLA Management By Enterprise Services
This report illustrates SLA management by Enterprise Service and ticket types (Incidents, Requests, Problems, Change Orders, Releases). A summary is provided for each ticket type and Enterprise Service.
Enterprise Services || SLAs || Last 30 days || Incidents
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types (OLA, SLA, UC)
  • Agreements/contract name
  • Enterprise Service
  • Time period: Last 30 days
  • Ticket Type: Incidents
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types (OLA, SLA, UC): SLA
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list by Enterprise Service and ticket type including SLM performance.
  • Summary by ticket types and contracts (column chart and crosstab)
  • Summary by enterprise service (violated agreements and number of tickets)
  • Count of violations per enterprise service and agreements(crosstab)
8
SLA Management By Enterprise Services Charts and Summary
This report illustrates SLA management by Enterprise Service and ticket type (Incidents, Requests, Problems, Change Orders, Releases). A summary is provided for each ticket type and Enterprise Service.
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types (OLA, SLA, UC)
  • Agreements/contract name:
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: ALL
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types (OLA, SLA, UC): ALL
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Summary by ticket types and contracts (column chart and crosstab)
  • Summary by enterprise service (violated agreements and number of tickets)
  • Count of violations per enterprise service and agreements(crosstab)
9
SLA Management by Ticket Type and Categories
This report illustrates SLA management by ticket types and categories. Summary calculations are provided for each category.
This report works for Incidents, Requests, Problems, Change Orders and Releases
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types (OLA, SLA, UC)
  • Agreements/contract name:
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: ALL
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types (OLA, SLA, UC): ALL
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list with violation cost and violation status for each agreement.
  • Summary for each category calculating violation cost, violated tickets, percentage of violations.
  • Crosstab at summary section with violated tickets per agreement and ticket types
9a
SLA Management by Ticket Type and Categories
This report illustrates SLA management by ticket types and categories. Summary calculations are provided for each category.
This report works for Incidents, Requests, Problems, Change Orders and Releases
Categories || OLAs || Current Year || Change Orders/ Releases
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types (OLA, SLA, UC)
  • Agreements/contract name
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: Change Orders/Releases
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types (OLA, SLA, UC): OLA
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list with violation cost and violation status for each agreement.
  • Summary for each category calculating violation cost, violated tickets, percentage of violations.
  • Crosstab at summary section with violated tickets per agreement and ticket types
9b
SLA Management by Ticket Type and Categories
This report illustrates SLA management by ticket types and categories. Summary calculations are provided for each category.
This report works for Incidents, Requests, Problems, Change Orders and Releases
Categories || OLAs || Current Year || Incidents/ Requests/ Problems
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types (OLA, SLA, UC)
  • Agreements/contract name
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: Incidents/Requests/Problems
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types (OLA, SLA, UC): OLA
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list with violation cost and violation status for each agreement.
  • Summary for each category calculating violation cost, violated tickets, percentage of violations.
  • Crosstab at summary section with violated tickets per agreement and ticket types
9c
SLA Management by Ticket Type and Categories
This report illustrates SLA management by ticket types and categories. Summary calculations are provided for each category.
This report works for Incidents, Requests, Problems, Change Orders and Releases
Categories || SLAs || Current Year || Change Orders/ Releases
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types (OLA, SLA, UC)
  • Agreements/contract name
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: Change Orders/Releases
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types (OLA, SLA, UC): SLA
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list with violation cost and violation status for each agreement.
  • Summary for each category calculating violation cost, violated tickets, percentage of violations.
  • Crosstab at summary section with violated tickets per agreement and ticket types
9d
SLA Management by Ticket Type and Categories
This report illustrates SLA management by ticket types and categories. Summary calculations are provided for each category.
This report works for Incidents, Requests, Problems, Change Orders and Releases
Categories || SLAs || Current Year ||Incidents/Requests/ Problems
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types (OLA, SLA, UC)
  • Agreements/contract name
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: Incidents/Requests/Problems
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types (OLA, SLA, UC): SLA
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list with violation cost and violation status for each agreement.
  • Summary for each category calculating violation cost, violated tickets, percentage of violations.
  • Crosstab at summary section with violated tickets per agreement and ticket types
9e
SLA Management by Ticket Type and Categories
This report illustrates SLA management by ticket types and categories. Summary calculations are provided for each category.
This report works for Incidents, Requests, Problems, Change Orders and Releases
Categories || UCs || Current Year || Change Orders/Releases
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types (OLA, SLA, UC)
  • Agreements/contract name
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: Change Orders/Releases
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types (OLA, SLA, UC):UC
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list with violation cost and violation status for each agreement.
  • Summary for each category calculating violation cost, violated tickets, percentage of violations.
  • Crosstab at summary section with violated tickets per agreement and ticket types
9f
SLA Management by Ticket Type and Categories
This report illustrates SLA management by ticket types and categories. Summary calculations are provided for each category.
This report works for Incidents, Requests, Problems, Change Orders and Releases
Categories || UCs || Current Year || Incidents/Requests/ Problems
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • SLM Types (OLA, SLA, UC)
  • Agreements/contract name
  • Enterprise Service
  • Time period: Current Year
  • Ticket Type: Incidents/Requests/Problems
  • Categories (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • SLM Types (OLA, SLA, UC): UC
  • Agreements/contract name: ALL
  • Enterprise Service: ALL
  • Detailed ticket list with violation cost and violation status for each agreement.
  • Summary for each category calculating violation cost, violated tickets, percentage of violations.
  • Crosstab at summary section with violated tickets per agreement and ticket types
10
Surveys By Survey Template
This report illustrates Survey Results for all ticket types by Survey Template.
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • Survey Template
  • Time period: Current Year
  • Ticket Type: ALL
  • Categories: (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • Survey Template: ALL
By ticket type:
  • Column stacked graph by survey template
  • Crosstab with answer count
10a
Surveys By Survey Template
This report illustrates Survey Results for all ticket types by Survey Template.
Survey Templates || 30 DAYS || Change Orders
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • Survey Template
  • Time period: Current Year
  • Ticket Type: Change Orders
  • Categories: (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • Survey Template: ALL
By ticket type:
  • Column stacked graph by survey template.
  • Crosstab with answer count.
10b
Surveys By Survey Template
This report illustrates Survey Results for all ticket types by Survey Template.
Survey Templates || 30 DAYS || Incidents
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • Survey Template
  • Time period: Current Year
  • Ticket Type: Incidents
  • Categories: (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • Survey Template: ALL
By ticket type:
  • Column stacked graph by survey template.
  • Crosstab with answer count.
10c
Surveys By Survey Template
This report illustrates Survey Results for all ticket types by Survey Template.
Survey Templates || 30 DAYS || Problems
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type:
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • Survey Template
  • Time period: Current Year
  • Ticket Type: Problems
  • Categories: (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • Survey Template: ALL
By ticket type:
  • Column stacked graph by survey template.
  • Crosstab with answer count.
10d
Surveys By Survey Template
This report illustrates Survey Results for all ticket types by Survey Template.
Survey Templates || 30 DAYS || Releases
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • Survey Template
  • Time period: Current Year
  • Ticket Type: Releases
  • Categories: (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • Survey Template: ALL
By ticket type:
  • Column stacked graph by survey template.
  • Crosstab with answer count.
10e
Surveys By Survey Template
This report illustrates Survey Results for all ticket types by Survey Template.
Survey Templates || 30 DAYS || Requests
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • Survey Template:
  • Time period: Current Year
  • Ticket Type: Requests
  • Categories: (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • Survey Template: ALL
By ticket type:
  • Column stacked graph by survey template.
  • Crosstab with answer count.
10f
Surveys By Survey Template
This report illustrates Survey Results for all ticket types by Survey Template.
Survey Templates || Current Year Survey
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • Survey Template
  • Time period: Current Year
  • Ticket Type: Incidents/Requests/Problems
  • Categories: (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • Survey Template: ALL
By ticket type:
  • Column stacked graph by survey template.
  • Crosstab with answer count.
10g
Surveys By Survey Template
This report illustrates Survey Results for all ticket types by Survey Template.
Survey Templates || Last Year Survey
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • Survey Template
  • Time period: Last Year
  • Ticket Type: Incidents/Requests/Problems
  • Categories: (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
  • Survey Template: ALL
By ticket type:
  • Column stacked graph by survey template.
  • Crosstab with answer count.
11
Surveys By Ticket Categories
This report illustrates Survey Results for all ticket types by ticket Categories
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Categories (Incidents/Requests/Problems)
  • Categories Changes and Release
  • Time period: Last Year
  • Ticket Type: Incidents/Requests/Problems
  • Categories: (Incidents/Requests/Problems): ALL
  • Categories Changes and Release: ALL
By ticket type:
  • Column stacked graph by survey template.
  • Crosstab with answer count.
12
Top Categories
This report lists the top categories by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Incidents/Requests/Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    categories
  • Detailed ticket list by category ordered by priority
12a
Top Categories
This report lists the top categories by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
Categories || Incidents || Current Year || 10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Incidents
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    categories
  • Detailed ticket list by category ordered by priority
12b
Top Categories
This report lists the top categories by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
Categories || Problems || Current Year || 10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    categories
  • Detailed ticket list by category ordered by priority
12c
Top Categories
This report lists the top categories by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
Categories || Requests || Current Year || 10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    categories
  • Detailed ticket list by category ordered by priority
13
Top Configuration Items
This report lists the top Configuration Items by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Incidents/Requests/Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    Configuration Items
  • Detailed ticket list by Configuration Item ordered by priority
13a
Top Configuration Items
This report lists the top Configuration Items by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
CIs || Incidents || Current Year || 10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
Time period: Current Year
Ticket Type: Incidents
Enterprise Service: ALL
Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
Categories: ALL
Top: 10
  • Graph representing top
    n
    Configuration Items
  • Detailed ticket list by Configuration Item ordered by priority
13b
Top Configuration Items
This report lists the top Configuration Items by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
CIs || Problems || Current Year || 10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
Time period: Current Year
Ticket Type: Problems
Enterprise Service: ALL
Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
Categories: ALL
Top: 10
  • Graph representing top
    n
    Configuration Items
  • Detailed ticket list by Configuration Item ordered by priority
13c
Top Configuration Items
This report lists the top Configuration Items by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
CIs || Requests || Current Year || 10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    Configuration Items
  • Detailed ticket list by Configuration Item ordered by priority
14
Top Configuration Items Classes
This report lists the top Configuration Items by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Incidents/Requests/Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    Configuration Item Classes
  • Detailed ticket list by Configuration Item Class ordered by priority
14a
Top Configuration Item Classes
This report lists the top Configuration Item Classes by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
CI Classes || Incidents || Current Year || 10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Incidents
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    Configuration Item Classes
  • Detailed ticket list by Configuration Item Class ordered by priority
14b
Top Configuration Item Classes
This report lists the top Configuration Item Classes by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
CI Classes || Problems || Current Year || 10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    Configuration Item Classes
  • Detailed ticket list by Configuration Item Class ordered by priority
14c
Top Configuration Item Classes
This report lists the top Configuration Item Classes by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
CI Classes || Requests || Current Year || 10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    Configuration Item Classes
  • Detailed ticket list by Configuration Item Class ordered by priority
15
Top Configuration Item Families
This report lists the top Configuration Item Families by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Incidents/Requests/Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    Configuration Item Families
  • Detailed ticket list by Configuration Item Family ordered by priority
15a
Top Configuration Item Families
This report lists the top Configuration Item Families by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
CI Families || Incidents || Current Year ||10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Incidents
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    Configuration Item Families
  • Detailed ticket list by Configuration Item Family ordered by priority
15b
Top Configuration Item Families
This report lists the top Configuration Item Families by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
CI Families || Problems || Current Year || 10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    Configuration Item Families
  • Detailed ticket list by Configuration Item Family ordered by priority
15c
Top Configuration Item Families
This report lists the top Configuration Item Families by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
CI Families || Requests || Current Year || 10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    Configuration Item Families
  • Detailed ticket list by Configuration Item Family ordered by priority
16
Top Customer Organizations
This report lists the top Customer Organizations by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Incidents/Requests/Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    Customer Organizations
  • Detailed ticket list by Customer Organization ordered by priority
16a
Top Customer Organizations
This report lists the top Customer Organizations by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
Customer Org || Incidents || Current Year || 10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Incidents
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    Customer Organizations
  • Detailed ticket list by Customer Organization ordered by priority
16b
Top Customer Organizations
This report lists the top Customer Organizations by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
Customer Org || Problems || Current Year || 10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    Customer Organizations
  • Detailed ticket list by Customer Organization ordered by priority
16c
Top Customer Organizations
This report lists the top Customer Organizations by priority for Incident, Request and Problem tickets. Output is in the form of a chart and detailed ticket list.
Customer Org || Requests || Current Year || 10
  • Time period: (Current Year, Last Year, Last 60 days, Last 30 days or specific date range)
  • Ticket Type
  • Enterprise Service
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories
  • Top
  • Time period: Current Year
  • Ticket Type: Problems
  • Enterprise Service: ALL
  • Status Mode (All Statuses, All Statuses except Resolved and Closed, Specific Status)
  • Categories: ALL
  • Top: 10
  • Graph representing top
    n
    Customer Organizations
  • Detailed ticket list by Customer Organization ordered by priority