Generating Reports - Request and Incident Management
Generate Reports of Causes and Solutions
This report has the objective of presenting 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 the 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.
Generate Gantt Report
This report has the objective of presenting the service incidents and requests in the 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.
Generate Workload Report
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.
⚠️ Attention!
When a person "captures" a request, or click on "Save and Keep task", the time starts to be counted to this person, because the date, time, and user information is stored, stopping only when the request is paused, canceled, completed, or when another person captures that request.
Generate Quantitative Report
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.
🖊 Note: Now the report also prints a table with the quantitative per unit and another with the quantitative per unit and service
Generate a Report Quantitative by Services Completed (Synthetic)
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.
Generate a Report of Services Completed (Analytical)
This report has the objective of presenting the report of 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.
Generate a Report of the Satisfaction Survey
This report has the objective of presenting the information about the satisfaction survey in relation to the attendance of the service requests.
Before getting started
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 when clicking on "Generate PDF", "Generate XLS" or "Export CSV".
Generate Service Requests Report
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;
⚠️ Attention!
The number of requests listed, by page, is regarding the amount set in the parameter "261 - the number of registers returned in the advanced search".
3. 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;
4. If you want to generate the report with summary information of the research that was performed, click the "Generate XLS" button to generate the report in Excel format;
5. If you want to generate a report with detailed information about the research that was performed, click on 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.
Generate Request Report per Executor
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.
Generate Request Approval Report
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.
Generate Request Execution Report
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.
Generate a Report of Reopened Request
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.
Generate top 10 Reports of Incidents/Requests
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/Requests Management > Top 10 Report of Incidents/Requests;
- Set the filters as needed;
⚠️ Attention!
When the user wants to analyze all requests, setting the value to “All” for the filter “Top List”, a difference can exist between the number of requests of the “Top 10 report of locations that opened more Requests/Incidents”, with the number that was found in other reports, due to the no-obligation of a request being linked to a location.
The field “finish date” will be used to filter the period of the “Top 10 report of execution groups that solved more requests/incidents”, so, it can vary in the number of requests opened in the period.
The system will present all unities and services actives, regarding the contract selected.
3. Click on "Generate PDF" to create a report in PDF and/or on "Generate XLS" to create the report in Excel.
Generate a Report of Incident/Request by Service
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/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.