Chapter Seven - Request Reporting
Feature
Update for Version 5.2:
Based on the move away from Crystal Reports in Remedy and use of other tools for reporting, the Reports tab is hidden by default.
If you want to use the built in reports, you need to set a Configuration Value first.
- Click on the Configuration link on the Service catalog Console
- Click on the Configuration Items tab
- Select and open the Configuration Type: Display Reports
- Set the Configuration Value to Yes
- Save and Close the Configuration and Configuration Items dialogs
Example of settings:
After changing the Configuration Item to Yes, you have access to the links for Global Reporting, Report Manager, and the Reports tab is visible.
Kinetic Request comes with a number of reports created to view request results in various forms. These are Crystal Reports using the Remedy Open Database Connectivity (ODBC) driver. Using the Crystal Reports Developer tool (licensed separately), customize or copy these reports as needed. This chapter includes the following procedures:
- Setting Up the Report Server―Before running reports, verify that a Report Server is correct.
- Running Reports―To run reports, follow this procedure.
Setting Up the Report Server
So that Kinetic Request can access its reports, you must establish the report server using the Remedy toolbar functions, for each user.
Note: If you are using a preference server, this information is updated automatically.
Set up the Report Server User Tool:
1. From the Remedy toolbar, select Tools.
1. Select Options.
2. Select the Advanced tab.
3. In the Reports section of the Advanced tab, in the Report Server field, verify or type the name of the server on which the reports are stored. If you do not know your report server name, see your Remedy adminsitrator.
4. Be sure to check the ODBC Use Underscores option. All Kinetic Request reports use this option and will not function without this checked.
Figure 158: Report Server
Running Reports
Running reports can be done in two ways. Running reports from the Reports tab on the Service Catalog Console will run reports specific to the Request Template you are working with.
Running a report from the Global Reporting Dialog allows users to run reports across requests.
To access the Service Catalog Console, see Accessing the Request Manager.
Run a Report:
1. Access the Request Manager.
2. Highlight the name of the request template.
3. In the Service Items Description section of the screen, select the Reports tab. The list of reports appears.
4. Highlight the name of the report to run.
A description of that report appears along with a thumbnail of the report.
5. Click Run Report. The report will run against all of the request responses for the highlighted items.
Advanced Report Console
The Advanced Report Console allows users to run the standard reports but with additional parameters.
Open Advanced Report Console-Global
1. Access the Request Manager.
2. From the left column, select Global Reporting.
3. The Advanced Report Console displays.
Open Advanced Report Console –Selected Request Template
1. Access the Request Manager.
2. Highlight the name of the request template.
3. In the Service Item Details section of the screen, select the Reports tab. The list of reports appears.
4. Highlight the name of the report to run.
A description of that report appears along with a thumbnail of the report.
5. Click Advanced Run.
6. The Advanced Report Console appears.
Figure: Advanced Report Console
Using the Advanced Report Console
The Advanced Report Console has a number of features and options. This section is designed to explain what each is for and how to use them.
The following table lists all of the fields and buttons on the console along with a brief description:
Table: Advanced Report Console Description
| Field Name | Description |
| Application | This field is always pre-populated with “Kinetic Request” when the console is opened. |
| Category | If this field is pre-populated, it cannot be changed. If it is not then you can select a Request category from the drop-down menu. |
| Report Name | If this field is pre-populated, it cannot be changed. If it is not then you can select a Report from the drop-down menu. |
| Select Existing Qualification button | Opens the Saved Search dialog window, which allows you to select a saved search qualification for the current report. |
| Field 1 – Field 5 | Select any field from the form that this report uses from the drop-down menu. |
| Operand | Select one of the following values from the drop-down menu: LIKE = (equal) != (not equal) > (greater than) < (less than) >= (greater than or equal) <= (less than or equal) |
| Value | Enter any value that you want to compare the field to. If you leave this field blank it will consider the field to be null |
| Start Date | This field is only available if the report you are using is set up to use a date range when running the report. The option is set up when creating a report using the Report Manager. When using this field, enter the beginning date of the range that you want the report to run through. |
| End Date | This field is the same as the Start Date field listed above except that you would enter the end date of the range you are reporting against. |
| This Week button | Populates the Start Date with the current date and time and the End Date with the date and time exactly seven days later. |
| This Month button | Populates the Start Date with the first date of the current month beginning at 12:00 AM and the End Date with the current date and time. |
| Qualification | Holds the actual qualification that will be used to run the report. It is generated as you populate the values mentioned above as well as when you click the Run Report button. |
| Advanced Qualification button | Calls the Advanced Qualification dialog window. |
| Save Qualification button | Calls the Save Qualification dialog window. See below. |
| Clear Qualification button | Clears the contents of the Qualification, Field, Operand, Value, and date fields. |
| Show Embedded button | Opens a dialog window that displays the embedded qualification of the current report. This qualification is set when creating the report in the Report Manager and is a property of the report. Not all reports are required to have this field and if they do not the button is not displayed. |
| Send To | Displays the destination of the report. You can choose Screen (default), File, or Printer |
| Run Report button | Runs the report using whatever qualifications are in the Qualification field. If the field is empty it will run the report wide open with the exception of the embedded qualification if it is present. |
| Close button | Closes the Advanced Report Console. |
Saved Searches
Once you create a search string by selecting values for the Field, Operand, and Value fields, you can save that information into a saved search.
Create a Saved Search
1. Click the Save Qualification button. The Save Qualification dialog window opens.
2. Enter a new name for the qualification in the Qualification Name field.
-Or-
3. Select the name of an existing qualification you wish to update or overwrite.
4. Set the Default Search option to yes or no. If you wish for this search to be populated in the Advanced Report Console every time this specific report is selected select “Yes”. Otherwise select “No”.
5. Click the Save button.
Figure: Save Qualification dialog window
NOTE: You can also use this method to delete saved searches. Just follow the first two steps and for the third step click the Delete Qualification button instead. Then click the Close button to close the dialog window.
Use a Saved Search
1. Click the Select Exisiting Qualification button. The Existing Qualifications dialog opens.
2. Highlight the existing search qualification from the table that you wish to use.
3. Click the Use Qualification button.
Figure: Existing Qualifications dialog window
Standard Reports
Kinetic Data provides these standard reports:
Table: Report Descriptions
| Report Name | Description |
| Open Requests | Open Requests for selected Service Item |
| Requests Created - Company/Business Unit | All Requests for the selected Service Item grouped by company ID/Company Name |
| Requests Created - Person | All Requests for the selected Service Item grouped by person based on the email address |
| Requests Created - Template | All Requests for the selected Service Item |
| Service Catalog - Details | Information about all the Service Items in a service catalog |
| Service Catalog - Summary | Summary of all the Service Items in a service catalog |
| Simple Completed - Requests | Includes all questions and answers for individual Requests |
| Service Items by Volume | Includes a Cross tab that displays a Count of the number of Requests and Approvals per Service Item. |
| Requests and Approvals Closed by Month Graphs
| Displays a Graph using the Request Closed Date and displays how many Requests and Approvals were closed each Month (displays the 1st day of the week). |
| Requests and Approvals Closed by Week Graphs | Displays a Graph using the Request Closed Date and displays how many Requests and Approvals were closed each Week (displays the day of the week).
|
| Requests and Approvals Closed by Year Graphs
| Displays a Graph using the Request Closed Date and displays how many Requests and Approvals were closed each Year (displays the Month and Year).
|
| Requests and Approvals Created by Month Graphs
| Displays a Graph using the Create Date and displays how many Requests and Approvals were Created each Month (displays the 1st day of the week). |
| Requests and Approvals Created by Week Graphs
| Displays a Graph using the Create Date and displays how many Requests and Approvals were Created each Week (displays the day of the week). |
| Requests and Approvals Created by Year Graphs
| Displays a Graph using the Create Date and displays how many Requests and Approvals were Created each Year (displays the Month and Year). |
| RawRequestData | Designed to export the results from Crystal to Excel. Use the export facility from the built in Crystal Viewer to export the report into Excel. This allows you to import the data into the tool of your choice. |
Figure: Sample Open Requests Report
Figure: Sample Requests Created – Company/Business Unit Report
Figure: Sample Requests Created – Person Report
Figure: Sample Requests Created – Template Report
Figure: Sample Service Catalog - Details Report
Figure: Sample Service Catalog - Summary Report
Figure: Sample Simple Completed - Requests Report
Figure: Sample Service Items by Volume Report
Figure: Sample Requests and Approvals Closed by Month Graphs Report
Figure: Sample Requests and Approvals Closed by Week Graphs Report
Figure: Sample Requests and Approvals Closed by Year Graphs Report
Figure: Sample Requests and Approvals Created by Month Graphs Report
Figure: Sample Requests and Approvals Created by Week Graphs Report
Figure: Sample Requests and Approvals Created by Week Graphs Report
Figure: Sample RawRequestData Report
Custom Reports
More reports can be created in Crystal Reports® by SAP BUSINESSOBJECTS. and BMC Remedy Action Request System internal reports. Please see your Crystal Reports and BMC Remedy documentation.