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>>Reports in Web Help Desk
convert ticket, asset, and billing statistics
into visual information that helps you make
informed decisions about your help desk operations.
Reports are a great way to provide
a high level view about performance and trends.
Sometimes, specific data can't be found in reports,
and in those cases, advanced ticket search
would be a better tool.
Check out the video titled
Reporting and Using Advanced Search
for a discussion on that topic.
Now, let's look at a sample report
included with Web Help Desk called
assets count by location, asset type, and asset status.
There are three types of reports.
This report is an asset report.
There's also ticket reports and billing reports
and a composite type of report
that combines two reports together.
Each report displays data defined
by a chart metric attribute.
For example, the number of tickets,
average open time, or number of assets, like in this report.
This depends on the selected report type.
The report data is broken down into different attributes,
such as asset type, and displayed
in a bar chart, pie chart, or simple tabular view.
The process data appears on three axes,
bar category, bar stack category, and repetition category.
Bar category defines categories in a single chart.
For example, Orion Nodes, software,
and desktop, like the first chart.
Bar stack category displays the relationship
of individual items to the whole,
with each item described in the chart legend.
In the example report, we can see asset statuses
like down, up, and deployed.
Repetition category sorts the data into multiple charts,
with each chart dedicated to one attribute value,
such as location in this report.
The first chart shows the location data for Austin, Texas.
You can filter reports using various report settings,
as well as filters you select
in the third tab of this view.
Let's look at three examples of creating a report
using existing reports as templates.
Let's say your manager asks you to create
a report for all laptops checked out
by reservation during the last week.
First, we'll locate a report that
displays the data we're looking for.
Assets checked out in a date range
by location looks promising.
When we run the report, we can see it almost
provides the information we need,
but it displays all assets without any specific time range.
Let's modify the report filters a little
to create the report we need.
First, we'll change the existing filter
for assets checked out from 2 years to a 1 week timeframe.
Next, we'll add a new filter for asset type,
change it to inclusive, and choose laptops.
Now, let's run the report.
Here's the final report.
We can export it to a PDF and send it to the manager.
For our next example, let's say your manager asks you
how many tickets for each priority
per location we closed last month.
Again, we'll try to locate a report
that displays the data we're looking for.
Closed tickets this month looks promising, so let's open it.
This time, we only need to change assigned tech to location
and change time range from 10 years to 1 month.
And here's the final report.
We can export it to a PDF and send it to the manager.
For our last example, let's say your manager
asks you to report the number of assets
per location, type, and status
that were purchased in the first quarter.
As we did before, we'll start with locating
a report that displays the data we're looking for.
Asset count by location, manufacturer, and asset status
seems to be the best choice.
Let's select that report.
First, we'll change the bar category
from manufacturer to asset type.
Next, we'll add a new filter for purchase date.
You can choose how far back in time you want to go.
Now, let's run the report.
Here's the report that we can
export and send to our manager.