Reports

Overview:

 

This section allows you to view a library of standard reports which are intended for you to examine the current state of your help desk, measure historical performance and identify trends and weaknesses of your help desk.  You must have been granted the Report Privilege to use reports.

 

 

 

 
1. Ribbon Toolbar

For standard reports, the Ribbon Toolbar below will appear:

 

StandardReportsToolbar.png

 

Service Request Reports

 

 

Purchasing/Asset Reports

 

 

 

WorkStation

 

Listing

View complete Report Listings of the following HelpSTAR objects added in your system:

 

 

Audit Trail

 

 

2. Reports List:

In the Report List pane, a listing of reports will appear for the selected option in the toolbar.  Available reports shown in the reports list view for each button are discussed below:

 

Report List Tree-view for Request Review Reports:

 

Line Item Summary

This report shows one line summaries of all requests within a specified date range. With this report, you can scan request titles to get an instant look at the issues logged to your help desk. There are five Line Item Summary Reports available under Standard Reports, as shown below.

 

 

For each request, a Line Item Summary Report includes Ref #, Request Title, Date Opened, Date Closed, Priority, Status and Requester Name. The Date Opened and Dated Closed columns provide you with a good idea of how quickly requests are being resolved. You can also scan the request summaries to get an instant overview of their priorities and status.

 

 

Summary

This report shows detailed summaries of all requests within a specified date range. There are five Summary Reports available under Standard Reports, as shown below.

 

 

For each request, a Summary Report shows the same comprehensive summary as a Detailed Work Report but does not include the memos. The summaries allow you to quickly scan requests without getting overwhelmed by the memo details. You can focus on specifics such as current category, queue, support rep, status or priority.

 

 

Detailed Work Report

Take an in-depth look at the work that flows through your help desk. Within the date range that you select, you can view all of the memos created for each request in chronological order. This provides you with a comprehensive look at each request's workflow, as well as the work performed by your reps. There are five Detailed Work Reports available under Standard Reports, as shown below.

 

 

 For each request, a Detailed Work Report includes a comprehensive summary of the request, plus all related memos in chronological order.

 

Overview Report

This report shows counts of service requests based on the HelpSTAR objects shown below.  Generate this report if you are looking for quick counts of service requests without any request detail.  This provides you an opportunity to generate simple numbers of requests flowing through your helpdesk through the five objects as shown below:

 

For each object, a count of requests will appear plus the grand total.

 

 

Report List Tree-view for Support Rep Performance Reports:

 

 

Timesheet

Provides a summary of all work completed by your Support Reps, within a specified date range.  This report can be used to ensure that Support Reps are spending an appropriate percentage of time working on requests. There are two Timesheet Reports available under Standard Reports, as shown below.

 

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Support Rep Efficiency

The Support Rep Efficiency Report provides a one-line summary for each request closed during the reporting period. Information provided includes Time Worked (Hours), Time In Service and the request’s Title.

 

Note that the statistics for time "In Dispatch", "In Queue" and "In Service" will be more relevant if your organization’s Business Hours has been configured (unless your help desk never closes).

 

 

Report List Tree-view for Queue Reports:

 

 

Queue Efficiency

The Queue Efficiency Report lists, by Queue, all requests that were CLOSED within a selected range. The requests will be grouped according to the last Queue they were in. Requests that were never in a Queue will also be omitted. For every request listed, you will be shown the ID #, Date Opened, Date Closed, Title, Priority, Hours in Dispatch and Days In Queue.

 

Note that the statistics for time "In Dispatch", "In Queue" and "In Service" will be more relevant if your organization’s Business Hours has been configured (unless your help desk never closes).

 

 

 

Report List Tree-view for Support Cost/Billing Reports:

 

Support Cost/Billing

Support Cost/Billing Reports provides a quick overview of the rates used in billing the clients your organization supports. Billing rates, along with time worked, are used to calculate the charges that are shown in the Semi-Detailed Billing Reports for companies and Organizational Units.

 There are three Billing Reports available under Standard Reports, as shown below.

 

Semi-Detailed Billing Reports allow you to provide detailed summaries of your support reps’ time worked and associated charges for your customers.  These reports will be shown for external clients (Companies) or internal clients (Organizational Units of your own organization). An internal billing report can assist the Help Desk manager to identify over or under-utilize  resources and can also be used in conjunction with your internal accounting system to generate revenue for the Help Desk.

For each request, the Company and Organizational Unit reports include a summary of the request, plus a one-line summary for each memo in chronological order including the Memo Date/Time, Memo Type, Author, Time Worked and related Charges. Total Time Worked and Charges are also calculated for each Company or Organizational Unit.

 

The Billing Rates report shows one-line summaries of the hourly rates individually assigned to each of your support reps.

 

Reports List Tree-view for Request Resolution Reports:

 

First Call Resolution

There are two kinds of First Call Resolution Reports and Summary and Detailed, as shown below.

 

 

 

Asset Allocation Reports allow you to quickly locate assets and to see assets which are not allocated. They can also be used to verify inventory against the physical assets.

There are 5 Asset Allocation Reports, as shown below:

 

 

Note 1: Asset Cost reports "By Company" show the costs of assets allocated to companies, including assets allocated to other assets.  These assets can then be allocated to companies, and assets then allocated to external users.

Note 2: Asset Cost reports "By Organizational Unit" show the costs of assets allocated to Organizational Units, including assets allocated to other assets.  These assets can then be allocated to Organizational Units, and assets then allocated to internal users.

 

 

You can select from reports that rank assets in descending order by those having:

 

 

If your organization has defined Asset Types then you can run Asset Support reports that group problem assets by Asset Type.

 

 

 

Reports List Tree-view for License Compliance Reports:

 

 

License Compliance

Two License Compliance reports can be run, as shown below.

 

 

These reports allow you to compare the instances of software discovered by the Network Audit Service with the corresponding software assets in your HelpSTAR database. One report shows the license compliance for all software products, and the other shows only the software products where there is a discrepancy between the number of Owned and Installed software products.

 

 

 

Report List Tree-view for Purchasing Reports:

 

 

Purchasing

The Purchasing Report allows you to follow up with Vendors regarding the delivery of their products. Within the date range that you specify, the report will show all products that have not been received or that have only been partially received. These products are grouped by Vendor and within each Vendor by PO#, as shown below.

 There is one Purchasing Report available under Standard Reports, as shown below.

 

The Purchasing Report shows all products that have been ordered but not yet received. When you run the report you will be prompted to specify a date range for the Issue Date (i.e. the date the PO was generated).

 

 

Report List Tree-view for Project Request Review Reports:

 

The Project Request Reports allow you to generate review the status of your current projects.  With a date range you specify, select a report that will show you all tasks associated with open projects as well as the amount of time spent on each tasks, and the project as a whole.  The report will also group projects by Project Template or Ad-Hoc type.  Therefore, any requests created by request merging vs. those create with a project template will be differentiated.

There are two Project Request Reports available under Standard Reports, as shown below:

 

 

 

Report List Tree-view for Workstation Reports:

 

 

Workstation Support

These reports allow you to identify the most troublesome assets in your organization.  Reports can be generated to view the number of requests logged for a particular asset, as well as the support cost and time spent on that asset.

 

The report types available for workstation support are as shown below

 

 These reports can be used to determine which assets require service or replacement, reducing support calls from end users about these assets.  The asset details are show first, followed by a line item for each associated service request.

 

Listing

 

Listing Reports allow you to select an object and list all instances of that object in the HelpSTAR database. There are seven Listing Reports available.

For each object, the following data is included in its listing report.

 

 

Audit Trail

Audit Trail reports allow you to track important information pertaining to modifications made to your HelpSTAR objects.  You can also generate a login reports that will list successful and failed logins.

This report will list successful and failed logins.  Sorted by date, it will list the user who logged in, logged in and out times, HelpSTAR interface type (client vs. web) and the version from which they logged in.

 

These reports will list any modifications made to any of your HelpSTAR objects.  Depending on the object, it will show you the object id, title, modification type (de-activated, deletion or modification), from which workstation the modification was made, interface type (client vs. web interface) and HelpSTAR version.

 

3. Sample Report View:

 

 

This section displays a sample report to show you what the report selected in the Report List Tree-view section will look like.  This allows you to assess whether or not the selected report provides the information you require.

 

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See Also:

Custom Report Designer

Queries

Charts

Dashboard

Crystal Designer

Report Scheduler