Generate Report Through the Panel of Charts and Reports - Request and Incident

9 min

The following topics will be addressed to understand how to generate charts and reports for incidents and requests.

In all cases, there are several ways to view reports through four icons:

To generate a table with information, click on the icon "table" ;
To display the chart options, click on the icon "charts" and select the shape of the chart;
To generate a report in PDF, click on the icon "download PDF document";
To generate a report in Excel, click on the icon "download document XLS".

Generate reports of incidents monitoring

This report allows viewing the information about incident monitoring in for of charts.

Access the functionality through the main menu Reports > Incident/Request Management > Charts and Reports (Panel);
In the field "Information Group", select the option "Incidents and Requests";
Click on the report "Incident Monitoring";
Set the filters as needed and click on "Create";
It will be presented the charts of incidents according to the filters set.

This report allows viewing the information about service request monitoring in form of charts.

Access the functionality through the main menu Reports > Incidents/Request Management > Charts and Reports (Panel);
In the field "Information Group", select the option "Incidents and Requests";
Click on the report "Request Monitoring";
Set the filters as needed and click on "Create";
It will be presented the charts of requests according to the filters set.

This report allows viewing the information about the execution performance of incidents in form of a list.

Access the functionality through the main menu Reports > Incident/Request Management > Charts and Reports (Panel);
In the field "Information Group", select the option "Incidents and Requests";
Click on the report "Performance in the Incident and Request Capture (Closed)";
Set the filters as needed and click on "Create";
It will be presented the charts according to the filters set;
Remember that the report "Incidents and Requests Capture" presents the time of the capture of the requests closed. The time of capture is the time between the start of SLA and the execution of the first task counted by the SLA;
The report "Performance in the incident and request capture" presents a summary table with the percentage of requests captured in the priority period.

This report allows verifying the number of attendance and SLA of incidents and requests.

Access the functionality through the main menu Reports > Incident/Request Management > Charts and Reports (Panel);
In the field "Information Group", select the option "Incidents and Requests";
Click on the report "Quantity of service and SLA";
Set the filters as needed and click on "Create";
It will be presented the report according to the filters set.

This report allows verifying the SLA information of incidents and requests in form of the chart.

Access the functionality through the main menu Reports > Incident/Request Management > Charts and Reports (Panel);
In the field "Information Group", select the option "Incidents and Requests";
Click on the report "SLA Control";
Set the filters as needed and click on "Create";
It will be presented the report on the SLA control according to the filter set.

This report allows verifying the number of requests registered at the time of its opening.

Access the functionality through the main menu Reports > Incident/Request Management > Charts and Reports (Panel);
In the field "Information Group", select the option "Incidents and Requests";
Click on the report "Quantitative by Opening Hours";
Set the filters as needed and click on "Create";
It will be presented the report chart according to the filters set.

This report allows verifying the information of the satisfaction survey.

Access the functionality through the main menu Reports > Incident/Request Management > Charts and Reports (Panel);
In the field "Information Group", select the option "Incidents and Requests";
Click on the report "Satisfaction survey on attendance (incidents and requisitions)";
Set the filters as needed and click on "Create";
It will be presented the chart of the satisfaction survey according to the filters set.

This report allows verifying the information of service products and requests.

Access the functionality through the main menu Reports > Incident/Request Management > Charts and Reports (Panel);
In the field "Information Group", select the option "Incidents and Requests";
Click on the report "Product and Service Requests";
Set the filters as needed and click on "Create";
It will be presented the report of products and services requests according to the filters set.