Generating Report through the Panel of Charts and Reports - Request and Incident

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

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 "Information Group" field, select the "Incidents and Requests" option;
Click on the "Incident Monitoring" report;
Set the filters as needed and click on "Create";
The charts of incidents will be presented according to the filter 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 "Information Group" field, select the "Incidents and Requests" option;
Click on the "Request Monitoring" report;
Set the filters as needed and click on "Create";
The charts of requests will be presented according to the filter 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 "Information Group" field, select the "Incidents and Requests" option;
Click on the "Performance in the Incident and Request Capture (Closed)" report;
Set the filters as needed and click on "Create";
The charts will be presented according to the filters set;
Remember that the "Incidents and Requests Capture" report 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 "Performance in the Incident and Request Capture" report 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 "Information Group" field, select the "Incidents and Requests" option;
Click on the "Quantity of Service and SLA" report;
Set the filters as needed and click on "Create";
The report will be presented according to the filter set.

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

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

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

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