Generate Reports - Request and Incident Management

16 min

Generate reports of causes and solutions

This report has the objective to present the causes and solutions of the service requests.

Access the functionality through the main menu Reports > Incident/Request Management > Causes and Solutions Control;
Set the filters as needed;
To generate a graphic report, click on "Generate chart PDF" to create the report in PDF and/or on "Generate XLS chart" to create the report in Excel;
To generate a report with detailed information, click on "Generate Analytical Report PDF" to create the detailed report in PDF and/or on "Generate Analytical Report XLS" to create the detailed report in Excel.

This report has the objective of presenting the service incidents and requests in Gantt chart.

Access the functionality through the main menu Reports > Incident/Request Management > Gantt;
Set the filters as needed;
Click on "Filter" to generate the Gantt chart.

This report has the objective of presenting the calculation of hours worked for each employee and/or group.

Access the functionality through the main menu Reports > Incident/Request Management > Workload Report;
Set the filters as needed;
Click on "Generate PDF" to create the report in PDF and/or click on "Generate XLS" to create a report in Excel.

This report has the objective of presenting the number of service requests according to the status entered.

Access the functionality through the main menu Reports > Incident/Request Management > Quantitative;
Set the filters as needed;
Click on "Generate PDF" to create the report in PDF and/or click on "Generate XLS" to create the report in Excel.

This report has the objective of presenting the report of requests/incidents (services) completed.

Access the functionality through the main menu Reports > Incident/Request Management > Quantitative by Services Completed (Synthetic);
Set the filters as needed;
Click on "Generate PDF" to create the report in PDF and/or on "Generate XLS" to create the report in Excel.

This report has the objective of presenting the report of the request/incident (services) completed.

Access the functionality through the main menu Reports > Incident/Request Management > Quantitative of Services Completed (Analytical);
Set the filters as needed;
Click on "Generate PDF" to create the report in PDF and/or on "Generate XLS" to create a report in Excel.

This report has the objective of presenting information about the satisfaction survey about the attendance of the service requests.

It is necessary to have opened and closed calls that have the satisfaction survey linked.

Access the functionality through the main menu Reports > Incident/Request Management > Search Satisfaction;
Set the filters as needed;
Select how to create the report then click on "Generate PDF", "Generate XLS" or "Export CSV".

This report has the objective of presenting the registration history of the service request.

Access the functionality through the main menu Reports > Incident/Request Management > Search Incident/Request;
Set the filters as needed and click on "Search". It will appear the requests;
In the requests presented in the list, it is possible to perform the following actions: consult ticket history, view request/incident, view attachments and reopen the ticket;
If you want to generate a report with summary information of the research that was performed, click the "Generate XLS" button to generate the report in Excel format;
If you want to generate a report with detailed information about the research that was performed, click the "Generate PDF Detailed Report" button to generate the detailed report in PDF format and/or the "Generate XLS Detailed Report" button to generate the detailed Excel report.

This report has the objective of presenting the service request per executor.

Access the functionality through the main menu Reports > Incident/Request Management > Request per executor;
Set the filters as needed;
Click on “Generate PDF” to create the report in PDF and/or on “Generate XLS” to create the report in Excel.

This report has the objective of presenting the service requests that were and were not approved.

Access the functionality through the main menu Reports > Incident/Request Management > Search Approval Requests;
Set the filters as needed;
Click on “Generate PDF” to create a report in PDF and/or click on “Generate XLS” to create a report in Excel.

This report has the objective of presenting the responsible for executing the service request.

Access the functionality through the main menu Reports > Incident/Request Management > Request Execution Report;
Set the filters as needed;
Click on “Generate PDF” to create a report in PDF and/or on “Generate XLS” to create the report in Excel.

This report has the objective of presenting all requests that were reopened in a period.

Access the functionality through the main menu Reports > Incident/Request Management > Reopened Request;
Set the filters as needed;
Click on “Generate PDF” to create a report in PDF and/or on “Generate XLS” to create the report in Excel.

This report has the objective of presenting the top 10 incidents/requests according to the filters chosen by the user.

Access the functionality through the main menu Reports > Incidents and Requests Management > Top 10 Report of Incidents/Requests;
Set the filters as needed;
Click on “Generate PDF” to create a report in PDF and/or on “Generate XLS” to create the report in Excel.

This report has the objective of presenting the number of requests and incidents that were requested, regarding the service catalog and portfolio.

Access the functionality through the main menu Reports > Quantitative Report of Incidents and Requests by Portfolio and Service Request;
Set the filters as needed;
Click on “Generate PDF” to create a report in PDF and/or on “Generate XLS” to create the report in Excel.