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Service Desk Admin Guide

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Service Desk Admin Panel > Generate Reports > Scheduled 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
      • View Staff Members
      • My Profile
    • Manage Users And Customers
      • Manage Users
      • Manage Customers
    • Manage Tickets
      • Ticket Details
    • Manage Knowledgebase
      • 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

Scheduled Reports

 

  • You can configure Service Desk to auto-generate reports at set intervals and send them to specific staff members. 

  • You can schedule the following types of report: Time Log, Tickets, Assets, Service Types, Departments, Agents, Users,Resource Appointments, Cost and Contracts.

  • The scheduling process is explained below. Filters for specific report types may vary.

Schedule report generation

  • Click 'Admin Panel' > 'Reports' to schedule a type of ticket report

Or

  • Click 'Admin Panel' > 'Finance' > 'Cost' to schedule a type of cost report

The screenshot below is the 'Tickets' report:




  • Click the icon  beside 'Scheduled Reports' to start the report configuration wizard
  • The first step is to configure the report filters. Please note the filters will vary depending on the type of report:




  • Configure each filter according to the data you wish to see in the final report. For details about the filters in each type of report, see Generate Reports.
  • Leave the filters at default values to generate a full, unfiltered report.
  • Click Next' to configure report send time, frequency, time-period and recipients:
  • Time - Time of day at which the report should be generated and sent
  • Frequency - How often the report should be generated and sent:
  • Every day - The report will be sent daily
  • Every week - Select the day(s) of the week on which the report should be sent.
  • Every month - Select the day(s) of the month on which the report should be sent.
  • File Type - File format of the report. The report will be delivered to recipients in the format you choose here. The available options are:
  • CSV
  • PDF
  • Include Custom Fields - Specify whether or not the report should contain the custom field values in the details of the item for which the report is generated.
  • Period - The report coverage period. The options available are:
  • Day Before - Creates a report for the 24 hours preceding the time of report generation
  • Week Before - Creates a report for the 7 days preceding the time of report generation
  • Month Before - Creates a report for the month preceding the time of report generation
  • Recipients - Select staff/agents to whom the reports should be sent.



  • Click 'Save'

 

The schedule is saved and displayed at the bottom of report screen.




The reports are automatically sent to the configured recipients per the selected frequency.

  • Click the edit icon  beside the schedule to edit it. The filter parameters screen will be displayed. Follow the same add procedure as explained above to edit the schedule.
  • Click the trash can icon beside the schedule to delete it.



  • Click 'Delete' to remove the report schedule.

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