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Service Desk Admin Guide

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Service Desk Admin Panel > Generate Reports > Department Ticket Reports
  • Introduction To Service Desk Module
    • Quick Start
    • Login To The Service Desk Module
  • Service Desk Admin Panel
    • Admin Panel Dashboard
      • View The Dashboard And Export Reports
      • View Alerts & Notifications
    • Service Desk Configuration
      • Company Profile And Support Portal Settings
      • Service Desk System Settings
      • Ticket Settings And Options
      • User Registration Settings
      • Email Settings And Options
      • Access Control Settings
      • Knowledge Base Settings And Options
      • Autoresponder Settings
      • Configure Alerts And Notices
      • Configure Two Factor Authentication
    • Manage Service Desk Components
      • Ticket Categories
      • Ticket Filters
      • Service Level Agreements (SLA)
      • API Keys
      • Client Portal Pages
        • Configure Your Support Center Page
      • Forms
      • Custom Lists
      • View And Manage Asset Types
      • Manage Materials And Expense Items
      • Manage Charging Plans
    • Email Management
      • Setup Your Support Email Addresses
      • Block User Email Addresses
      • Email Templates
      • Test Outgoing Email Settings
    • Manage Time Sheets
    • Manage Staff
      • Staff Members
      • Staff Roles
      • Departments
      • Time Sheet Templates
      • Material Approval
    • Manage Announcements
    • Generate Reports
      • Time Log Reports
      • Ticket Report
      • Asset Reports
      • Service Types Reports
      • Department Ticket Reports
      • Agent Reports
      • Users Reports
      • Resource Appointment Reports
      • Scheduled Reports
    • Finance
      • Generate Cost Reports
      • Manage Contracts
  • Service Desk Staff Panel
    • Staff Panel Dashboard
      • View The Dashboard And Export Reports
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    • Manage Users And Customers
      • Manage Users
      • Manage Customers
    • Manage Tickets
      • Ticket Details
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      • FAQs
      • Manage FAQ Categories
      • Canned Responses
    • Manage Projects
    • Manage Staff Time Sheets
    • Manage Calendars
  • Appendix 1 - Field Types In Custom Forms And Custom Lists
  • Appendix 2 - Ticket Priorities
  • Appendix 3 - How Charging Works In Service Desk
  • About ITarian

Department Ticket Reports


Click 'Admin Panel' > 'Reports' > 'Departments'

      • Department reports show ticket activity by Service Desk department.
      • This includes the number of open and closed tickets per department, the number of those tickets that have been assigned to staff, and the number of overdue tickets.
      • Reports also include time spent, billable time and material cost for the department.
      • You can generate a report on all departments or for a single department.
      • The report can be exported to PDF and CSV formats.

      Create a department report

      • Open the admin panel (see the last link on the left)
      • Click 'Reports' > 'Departments'

           


           

          Filter Options

          • Period: The default report period is from the first day of the current month to the current date. You can choose a different period by modifying the dates in the 'From' and 'To' fields.
          • Department: Choose the department for which the report has to be generated.
          • Click the 'Go!' button to generate the report for the selected period and filter.
          • If  no department is selected then the report covers all departments.

           



          Click the 'Department' column header to sort items in ascending/descending order.

          • Department: The name of the department.

          • Open: Number of open tickets that are assigned to the department.

          • Closed: Number of tickets that are assigned to the department and have been closed.

          • Assigned: Total number of tickets that are assigned to the department.

          • Overdue: Number of tickets that are assigned to the department and not closed within the stipulated time.

          • All tickets: Total number of tickets that are assigned to the department (sum of open and closed tickets).

          • Billable Time: Time spent on tickets for the department which can be charged to customers.
          • Spent Time: Total time spent resolving tickets for the department.
          • Materials: The total cost of materials used in tickets for the department.
          • Billable Time Cost: The total charge for time listed in the 'Billable Time' column.

          Download the Report

          • You can download reports in PDF and CSV formats.
          • Click 'Export to PDF' and/or 'Export to CSV' at the top of the table to obtain reports.


          Scheduled Reports

          • Click the icon  beside 'Scheduled Reports' to schedule a report and configure recipients. See 'Scheduled Reports' for more details.
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