ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Reports on Pending Problems
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
You get a graphical view as well as tabular view of all open and on-hold problems based on
different parameters such as, category, priority, urgency and incidents counts.
Reports on Completed Problems
You get a graphical view as well as tabular view of all closed problems based on different
parameters such as, category, priority, urgency, cost and incident counts.
Reports by All Changes
You get a graphical view as well as tabular view of all approval, approved, completed,
implementation, planning, rejected, release, requested, review and testing changes based on
different parameters such as, category, impact, status, change type, technician, time spent on
change and priority.
Reports on Pending Changes
You get a graphical view as well as tabular view of all pending changes such as approval,
approved, implementation, planning, release, requested, review and testing changes based on
different parameters such as, category, priority, change type, urgency, incident counts and
problem counts.
Reports on Completed Changes
You get a graphical view as well as tabular view of all completed changes based on different
parameters such as, category, change type, priority, urgency, cost, incident counts and
problem counts.
Request Timespent Reports
These reports provide information on the technician's time spent on requests and the cost per
technician based on the time spent. You can group the report information based on category,
department, requester and technician attending to the request. The time spent report by requester,
gives you an idea on the cost per requester and the number of request.
By default, the help desk reports will be created for the current week. You can choose any custom
period of your choice or choose to create reports for last week, or this month, or for just this day. All
these reports can be used for analysis purposes. For example, the reports mapped against the
parameter technician can be used to measure the technician responsiveness and load handling
capability.
Survey Reports
These reports provide you with the summary details on the survey results based on various
parameters. All these reports help in measuring the efficiency and effectiveness of the support team
and take respective corrective actions.
Under Survey reports you have,
� Survey Overview Report which gives you the overall ratings of each of the questions in the
survey based on the feedback of the users who took the survey. The ratings give you an idea
about the value that is associated with the corresponding question. This report provides both
tabular and a graphic representation of the results.
� Survey Results by Category report has the survey information grouped based on the
category. Against each category, the points gained by each of the survey questions will be
tabulated. Depending on the kind of survey questions, this report will provide valuable
information based on individual request categories.
� Survey Results by Department has the survey information grouped based on the
department from which the requests originated. The points for each question of the survey is
mapped against the department name from where the request originated.
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