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Create a custom report for trend analysis of common request types

Learn how to customize an in-app report to aid in meeting a specific business goal.

Before you begin

  • Role(s) required:

    To do this You need this role
    Access the Reports feature in Service Manager Service Manager In-App Reporting OR Reporting User

    NOTE: The Reporting User role is assigned in Platform Configuration.

Introduction

Goal: Proactively address recurring issues.

The report you create in this how-to will show the frequency and distribution of requests based on their source and priority levels. This can be useful when you need to analyze trends in requests commonly made by users.

To create this custom report:

  1. Go to Service Management > Reports.
  2. Above the reports list, select the in-app report category, Productivity.
  3. In the reports list, select the report Active Requests.
  4. Next to Custom Reports, select Create Customized Report (the plus sign).
  5. Give the custom report a name, such as Common Request Types.
  6. Configure the ordering and grouping of results as follows:
    • Order results by: Priority
    • Group results by: Team
  7. In the Columns tab, make sure the following columns are selected:
    • Reference
    • Summary
    • Status
    • Priority
    • Source
  8. In the Criteria tab, specify the filtering conditions to filter your data as needed:
    1. Select + Add Condition.
    2. Set the condition as Request Type is Service Request.
  9. Select Create.
  10. Scroll to view the service request data, which is grouped by team.
  11. (Optional) To make changes to the report configuration, select Configure (the cog icon next to the Delete button). This button is visible now that you have created the report.
  12. (Optional) To download the report, select the Download PDF button.
  13. (Optional) To print the report, select Print.
  14. (Optional) To add the report to your favorites, select the heart icon.

Further information

For information in-app reports, see:

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