16 Processes
...
Incident and Request
Use

Generating Report through the Panel of Charts and Reports - Request and Incident

9min

The following topics will be addressed to understand how to generate charts and reports for incidents and requests. In all cases, there are several ways to view reports through four icons:

  • To generate a table with information, click on the icon "table" ;
  • To display the chart options, click on the icon "charts" and select the shape of the chart;
  • To generate a report in PDF, click on the icon "download PDF document";
  • To generate a report in Excel, click on the icon "download document XLS" .

Generate reports of incidents monitoring

This report allows to view the information about incident services monitoring in form of charts.

  1. Access the functionality through the main menu Reports > Incident/Request Management > Charts and Reports (Panel);
  2. In the field "Information Group", select the option "Incidents and Requests";
  3. Click on the report "Incident Monitoring";
  4. Set the filters as needed and click on "Create".

Generate reports of requests monitoring

This report allows to view the information about service request monitoring in form of charts.

  1. Access the functionality through the main menu Reports > Incidents/Request Management > Charts and Reports (Panel);
  2. In the field "Information Group", select the option "Incidents and Requests";
  3. Click on the report "Request Monitoring";
  4. Set the filters as needed and click on "Create".

Generate reports about the design in the capture of incidents and requests (closed)

This report allows to view the information about the execution performance of incidents in the form of a list.

  1. Access the functionality through the main menu Reports > Incident/Request Management > Charts and Reports (Panel);
  2. In the field "Information Group", select the option "Incidents and Requests";
  3. Click on the report "Performance in the Incident and Request Capture (Closed)";
  4. Set the filters as needed and click on "Create";
  5. Remember that the report "incidents and requests capture" presents the time of capture of the closed requests. The time of capture is the time between the start of SLA and the execution of the first task counted by the SLA;
  6. The report "Performance in the incident and request capture" presents a summary table with the percentage of requests captured in the priority period.

Generate reports about the amount of attendance and SLA

This report allows to verify the attendance and SLA of incidents and requests.

  1. Access the functionality though the main menu Reports > Incident/Request Management > Charts and Reports (Panel);
  2. In the field "Information Group", select the option "Incidents and Requests";
  3. Click on the report "Quantity of service and SLA";
  4. Set the filters as needed and click on "Create".

Generate reports about the SLA control

This report allows to verify the SLA information of incidents and requests in form of chart.

  1. Access the functionality through the main menu Reports > Incident/Request Management > Charts and Reports (Panel);
  2. In the field "Information Group", select the option "Incidents and Requests";
  3. Click on the report "SLA Control";
  4. Set the filters as needed and click on "Create".

Generate quantitative reports by time of opening

This report allows to verify the amount of Services requested by the time of their opening.

  1. Access the functionality through the main menu Reports > Incident/Request Management > Charts and Reports (Panel);
  2. In the field "Information Group", select the option "Incidents and Requests";
  3. Click on the report "Quantitative by Opening Hours";
  4. Set the filters as needed and click on "Create".

Generate reports about satisfaction surveys of attendances (incidents and requests)

This report allows to verify Satisfaction Surveys information.

  1. Access the functionality through the main menu Reports > Incident/Request Management > Charts and Reports (Panel);
  2. In the field "Information Group", select the option "Incidents and Requests";
  3. Click on the report "Satisfaction survey on attendance (incidents and requisitions)";
  4. Set the filters as needed and click on "Create".

Generate reports about the products and services requests

This report allows to verify the information of service products and requests.

  1. Access the functionality through the main menu Reports > Incident/Request Management > Charts and Reports (Panel);
  2. In the field "Information Group", select the option "Incidents and Requests";
  3. Click on the report "Product and Service Requests";
  4. Set the filters as needed and click on "Create";



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