HP 

Service Manager
Software Version: 9.41
For the supported Windows® and UNIX® operating systems

SM Reports help topics for printing

Document Release Date: September 2015

Software Release Date: September 2015
SM Reports help topics for printing

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About this PDF Version of Online Help

This document is a PDF version of the online help. This PDF file is provided so you can easily print multiple topics from the help information or read the online help in PDF
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be present in this PDF version. Those topics can be successfully printed from within the online help.

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Contents
Service Manager Reports introduction 6
User roles 6
Key concepts 6
Administrator tasks 7

Set home page preferences 8

Service Manager Reports user roles 9

Migrate MySM content 10

My reports 11
Create a report 11
Report properties 12
Report calculation chart properties 14
Sample report for calculation 16
Report duration chart properties 18
Sample report for duration 20
Create a calculation report by using duration metrics 22
Update a report in a dashboard 23
Build the query strings 24
Report types and settings 25
Chart > Pie 26
Chart > Horizontal bar 28
Chart > Vertical bar 30
Chart > Stacked Horizontal bar 32
Chart > Stacked Vertical bar 34
Chart > Number 36
Chart > Line 38
Chart > Area 39
List > Standard list 41
List > Title list 41
Pivot Table 43

My dashboards 46

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Create a dashboard 46
Dashboard properties 47
Add reports to a dashboard 47
Update a dashboard 48

Report schedule and distribution 50

Create a report schedule 50
Background schedule process 53
Report schedule task lifecycle 54
Apply a template to complete a report schedule 55

Report administration 56
Report category 56
Add a report category 59
Report running status 60
Configure Report settings 61
Enable Replicated Database 64
Enable query cache 65

Report descriptions and usage 66

Incident Management reports 66
Change Management reports 67
Problem Management reports 69
Service Desk reports 70
Request Fulfillment reports 72
Configuration Item reports 72
Knowledge Management reports 73
License reports 73
SLA reports 74
Time duration and calculation reports 74

Send Documentation Feedback 76

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 Service Manager Reports introduction
The HP Service Manager Reports feature provides reports and dashboards to enable faster analysis and
improved time to resolution. Service Manager reports organize data into various chart formats, and
dashboards display one or more reports. These reports display relationships among categories of data.
For example, one report might display the number of incidents per customer. Another report might
display the number of incidents by priority. Viewing these reports together as a dashboard enables you
to make better business decisions, such as assigning resources to close incidents.

Service Manager Reports aims to provide a light-weight reporting feature for active operational data,
so the reports are designed to retrieve, represent and visualize at most 100,000 active records out of
millions. To define analytic reports against the entire dataset, use third party business intelligence
tools.

Reports provide a dynamic view of records, data, and relationships. Dashboards collect similar reports
into an overview of data relationships. For example, separate reports can illustrate how many change
requests, open incidents, and requests are pending. A dashboard shows you the balance among change
requests as well as open incidents, and pending requests. Viewing these reports in a dashboard can help
you make decisions about resource allocation and prioritization.

Besides SM Reports, HP Executive Scorecard provides the unique capability to correlate financial data
based on procurements, maintenance, leasing, licenses, labor, and other project-related cost. HP Crystal
Reports provide improved reports and Business objects for the batch scheduling of reports. With the
appropriate developer license for Crystal Reports, all report files (*.rpt) can be customized to meet the
needs of your business. You can choose different reports according to your requirement.

Additional
User roles Key concepts resources
Describes SM Reports user Describes the most important
Processes and Best
roles as implemented by things that you need to know about
Practices Guide
Service Manager. how SM Reports module functions.

Report Viewer "My reports" on page 11

Report Designer "My dashboards" on page 46

Report Manager "Report schedule and distribution"

on page 50
Report Administrator
"Report types and settings" on
page 25

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Service Manager Reports introduction

 
Administrator
tasks
Describes the Administrator
tasks in SM Reports module.

"Configure Report settings"

on page 61

"Migrate MySM content" on

page 10

"Enable Replicated Database"

on page 64

"Configure time duration

settings" on page 1

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 Set home page preferences
HP Service Manager enables you to configure your personalized and role based homepage. If an
administrator has configured one of the pre-configured Dashboard and To Do Queue home pages for
you, it will be the first screen that is displayed when you log in to the Service Manager web client.

To set your preferences, click Miscellaneous > My Preferences, and then specify your settings.

This Preferences dialog enables you to customize the following items.

Preference Description Default  setting

Home Page Specifies the home page as Dashboard or the To Do Queue, which To Do Queue
you see when logging in to Service Manager.

Queue Specifies your To Do Queue. To Do

View Specifies your view in To Do Queue. If you change and save the N/A
view in To Do Queue, the view here changes automatically.

Language Specifies the primary language. English

Time Zone Specifies the time zone information. N/A

Dashboard Specifies your dashboard. N/A

Date Format Specifies the date format information. mm/dd/yy

First Day of Specifies the first day of week. N/A

Week

Preferred Specifies the notebook style as tab or group. N/A

Notebook
Style

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 Service Manager Reports user roles
The Service Manager Reports module has the following user roles, , each of which has different rights
for reports.

Set Set
    View Update/Delete Create Audience Owner

Report Viewer As an owner N/A N/A N/A N/A N/A

As an audience Yes No N/A No No

Report Designer As an owner Yes Yes Yes No No

As an audience Yes Yes1 N/A No No

Report Manager As an owner Yes Yes Yes Yes2 No

As an audience Yes Yes3 N/A No No

Not as an No No N/A No No
audience

Report As an owner Yes Yes Yes Yes Yes

Administrator
As an audience Yes Yes N/A Yes Yes

Not as an Yes Yes N/A Yes Yes

audience

Note: Only the report administrator can share a report or dashboard with everyone. If a report or
dashboard is shared with everyone, then only the owner or report administrator can update this
report or dashboard.

1You need to have the update privilege when the owner shares the report with you.
2You can only set the audience to all the audience type except everyone.
3You need to have the update privilege when the owner shares the report with you.

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 Migrate MySM content
Service Manager Reports can incorporate the charts and pages created in MySM by providing you with a
migration script. After you upgrade to Service Manager 9.4x, MySM will be disabled. You can run the
migration script to migrate the MySM content to Service Manager Reports.

Content Content
before after
migration migration Migration mechanism

Capability User roles All users who have MySM capability words are Report Managers. They will
Words be in the same query group of MySM.

Charts Reports Convert public charts to shared reports and share them to MySM query
group. The migrated reports names are MySM_<mysmComponentName>_
<mysmComponentID> (global). The user’s own chart will only be viewed by
this user.

Pages Dashboards Convert public pages to shared dashboards and share them to MySM query
group. The migrated dashboards name are MySM_<mysmPageName>_
<mysmPageID> (global). The user’s own page will only be viewed by this
user.

Filter of Query of Incorporate filter conditions into a query.

charts reports

To migrate all the MySM charts and pages, follow these steps:

 1. Log in to Service Manager.

 2. Type migratemysm in the command field and press Enter. A MySM Migration Tool interface is
displayed.

 3. Click the Migrate MySM link from the interface to start the migration.

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 My reports
The reports provide detailed reporting and analysis information that help maximize the abilities of your
organization. Data monitoring and tracking, using HP Service Manager data from your environment,
provide valuable insight to daily operations. Service Manager enables you to build graphic reports
dynamically from lists of records for a quick view of data and relationships.

With this feature You can

Set permission Configure reports globally or individually by setting permission for a report.
for a report

Create different Create chart reports that total how many records have the same value in a group
types of reports by field.

Create list reports that list each record according to the value in a field.

Create pivot table reports that list records in two-dimension view and you can
view the content dynamically by dragging and dropping the columns.

Query Build or write different query conditions to draw the report. If a query is cached,
multiple users can view the report results from cache.

Legends Identify the data source for each report element by using color-coded legends.

Customize the legend color by setting the color indicator.

View the data Click a component to open a record list of the data that generate the report.
details
Hover the mouse over a report component to view the data count for that
component.

Create a report
You can create a new report from the following access points:

 l Create New Report button on the Add Content page

 l Create New Report button on the search report page

 l More option on the list detail page

 l More option on the To Do queue

To create a report from SM Reports menu, follow these steps:

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 1. In the System Navigator pane, select Reporting > Create New Report.

 2. In the New Report window, complete the necessary "Report properties" below.

 3. (Optional) If you have already created a default dashboard, click Add to Default Dashboard below
the Report ID to add this report to your default dashboard.

To create a report from a list, follow these steps:

 1. Use search or advanced search to open a list of records.

 2. Click More or the More Actions icon, and select Create New Report.

Note: This option is visible when you have the report.from.list capability word. However, to
successfully create a new report from list, you should be assigned with the correct roles.

 3. In the New Report window, complete the necessary "Report properties" below.

 4. (Optional) If you have already created a default dashboard, click Add to Default Dashboard below
the Report ID to add this report to your default dashboard.

Report properties
Note: You must complete all fields marked with a red asterisk *.

The following fields and tabs are available both for defining a new report in the New report page and
for editing an existing report in the Search Report result page.

Fields and tabs Description

Name ( *) Type a word or phrase that is a unique identifier for this report. It should be a value
that makes it easy to understand the purpose of the report.

Description Enter a description of the report. It is helpful for other users to understand the
purpose and objectives of this report. The description is displayed under the report
name when you add the reports to the dashboard.

Source Data ( *) Select the file for which you want to generate this report.

Report type ( *) Select the report type from the drop down list. For detailed information about
report types and the corresponding report properties, see "Report types and
settings" on page 25.

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Fields and tabs Description

Report Select the report category from the drop down list. For detailed information about
category report categories, see "Add a report category" on page 59. You can also type a new
category in the field. This category only works as a group tag to categorize your
own reports. Service Manager will not save this category as a real category.

Report ID The report ID is automatically assigned to the report and displayed in the Report ID
field after you save your report. The Add to default dashboard button is enabled at
the same time for you to add this report to the default dashboard.

Disable Report If this option is checked, this report is disabled and Service Manager sends a
notification to the owner of the report. For detailed information about when to
disable a report, see "Report running status " on page 60.

Use Replicated If this option is checked, Service Manager generates the report data from
Database Replicated Database. You can retain the default configuration from global settings,
or you can change the settings for an individual report.

Make sure that the Replicated Database is already set up and enabled before this
option takes effect. If Replicated Database is not set up, an error occurs when
Service Manager generates this report. If Replicated Database is not enabled in
sm.ini file, this option is disabled.

For details to enable Replicated Database, see "Enable Replicated Database" on

page 64.

List/Chart/Pivot Different report types have different properties fields. Standard report provides
table basic reports to display single source data. Calculation report provides
properties comprehensive reports which can display both the source and the calculated data.
Duration report provides the duration field reports.

All the chart types support calculation and duration reports. List and Pivot table do
not supprt alculation and duration reports.

For detailed information about standard report types and the corresponding report
properties, see "Report types and settings" on page 25.

For details about report calculation and time duration properties, see "Report
calculation chart properties" on the next page and "Report duration chart
properties" on page 18.

Permission The default owner is the current operator. You can change the owner and set the
audience of this report.

Note: You need to have the privilege to change the permission. Only the
Report Manager can change the report ownerand the audience of their owned
reports.

Advanced Different report types have different settings fields. For detailed information
settings about report types and the corresponding settings, see "Report types and settings"
on page 25.

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Note: When you save a report, you save the query definition that retrieves data from the database
to generate a real-time report.

Report calculation chart properties

HP Service Manager provides calculation functionality to reorganize the standard report data. You can
configure the properties to display in the same report both the raw data from the system and the new
data calculated from the raw data. The configured report can display the data of up to five standard
reports together with several calculation results based on the standard reports.

 l It could take some time if you configure to calculate the raw duration for historical data after
your server is upgraded to Service Manager 9.41.

 l The content in a shared standard report varies depending on the report viewer’s privilege.
However, the content in a shared calculation or duration report only displays the data
information based on the report owner's privilege. The reports which are calculated from the
back end apply the same language as which the report owner defines in the My Preference
settings.

 l To process the report data, make sure that all the background schedule processes for
reporting are started. For details about how to start the background schedule, see "Background
schedule process" on page 53.

Here are the calculation setting preferences for your reference.

Note: Select Calculation from the drop-down box next to the Type of chart field, and then you can
see the calculation properties.

Fields Description

Type of Shows the current chart type. You can change the chart type by selecting the chart
chart type from the drop-down list.

Note: Report calculation capability does not support the List or Pivot table types
of report.

Refresh Specifies the interval at which a new report is generated according to your report
Interval configurations.

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Fields Description

Run Now Click this button to send the current calculation report to the processing queue. This
also enables the report to get the latest source data from the system.

Note: This button is only available for a saved report.

Aggregator Shows the data aggregation method. For different chart types, the report calculation
supports different aggregation types, including: sum, count, average, max, and min.

Note: When you select the count aggregation type, the Time Duration option is
invisible. When you select the sum, average, max, or min aggregation types, you
can select the Time Duration option to enable the Duration Unit drop-down list.
Service Manager provides second, minute, hour, day, week, month, and year for
Duration Unit field.

Trend field Shows the trend field for the report. It should be a date time type of field. You can
select multiple level fields by clicking the Multi Level Field icon in the calculation
report.

Note: This field is only available for some type of charts.

Stacked Shows the field that the records are stacked by in the report. You can select multiple
field level fields by clicking the Multi Level Field icon.

Note: This field is only available for some type of charts.

Group By Selects the field in the report for calculation. For example, one report might show the
Field number of Incidents by customer; another report might show the number of Incidents
by priority.

You can select multiple level fields by clicking the Multi Level Field icon. If you choose
a field of date or time, you need to choose a calculator. Service Manager provides year,
quarter, month, week, and date for "datetime type" field.

Note: You can specify up to five standard reports. If you select the check box for
one of the calculation fields, the standard report for this field is displayed
together in the final report. However, the label is the field name by default. If you
want to specify a customized label, you can add this field name directly to the
calculation formula and then specify the label.

Metrics Selects the aggregation value used for calculation from the drop-down list.
Field

Query Shows the query content for the current report. You can click the Query Builder to
define the query to display desired information. You can also write a new query

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Fields Description

directly. For more information about how to edit a query, see "Build the query strings"
on page 24 and other related topics.

Test Query Validates the query. A new message pops up to display the diagnostic information for
this query string.

Calculation Specifies the calculation formula you defined for this report. HP Service Manager
Formula supports +, -, *, /, (), and numbers in the formula. For example, you can define a formula
as (A1+A2)/A3*100. You can add a label for this calculation formula, and the label is
displayed as the legend in the report.

If you want to use the data in a standard report, or a calculated result to compare with
a constant, you can specify the constant as one variable in this section. In this case, in
the final report, the constant is displayed as a straight line and you can view the
contrast of your data and this base line.

X-Axis Label Specifies the label for the X-axis in the report.

Note: This label field is not available for Pie charts.

Y-Axis Label Specifies the label for the Y-axis in the report.

Note: This label field is not available for Pie and Number charts.

Sample report for calculation

Here is a sample calculation type report for your reference. This report displays the number of incidents
opened, incidents closed, and the difference between these two numbers by quarter.

Note: Select Calculation from the drop-down box next to the Type of chart field, and then you can
see the calculation properties.

Fields Value Description

Type of Line Shows the current chart type. You can change it by selecting
chart the chart type from the drop-down list.

Refresh Recurs every 1 day Specifies the refresh interval to generate a new report
Interval according to your report configurations.

Note: This is for report data refresh only. Users need to

manually refresh the report content or the dashboard to

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Fields Value Description

get the latest report data.

Aggregator Count Shows the data aggregation method.

In this example, the report data is the count number of

Incidents.

Group By Open Time: Quarter Specifies the first field for calculation.
Field - A1
This field shows that the number of open Incidents in each
quarter during the specified time period.

Group By Close Time: Quarter Specifies the second field for calculation.
Field - A2
This field shows that the number of closed Incidents in each
quarter during the specified time period.

Query - A1 open.time>startofyear Shows the query content for the current report.
(startofyear() - 1) and
This query means that the report collects all the open
open.time<
incidents from the start of the last year to the start of this
startofyear()
year.

Query - A2 close.time>startofyear Shows the query content for the current report.
(startofyear() - 1) and
This query means that the report collects all the closed
close.time<startofyear
incidents from the start of the last year to the start of this
()
year.

Calculation A1-A2 (Label: Dif) Specifies the calculation formula you defined for this report.
Formula
The formula in this example calculates that number
difference between the open Incidents and the closed
incidents. The Dif label is assigned for the calculated result
and shown as the legend in the report.

A1 (Label: In) This formula means that the report also displays all the open
incidents and assign the In label for this data. The label is
shown as the legend in the report.

A2 (Label: Out) This formula means that the report also displays all the closed
incidents and assign the Out label for this data. The label is
shown as the legend in the report.

X-Axis Quarter Specifies the label for the X-axis in the report.
Label

Y-Axis Incident Count Specifies the label for the Y-axis in the report.
Label

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Report duration chart properties

HP Service Manager provides duration functionality to count and display the duration information.

 l The content in a shared standard report varies depending on the report viewer’s privilege.
However, the content in a shared calculation or duration report only displays the data
information based on the report owner's privilege. The reports which are calculated from the
back end apply the same language as which the report owner defines in the My Preference
settings.

 l To process the report data, make sure that all the background schedule processes for
reporting are started. For details about how to start the background schedule, see "Background
schedule process" on page 53.

Here are the duration setting preferences for your reference.

Note: Select Duration from the drop-down box next to the Type of chart field, and then you can
see the duration properties.

Fields Description

Type of chart Shows the current chart type. You can change the chart type by selecting
the chart type from the drop-down list.

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Fields Description

Note: Report duration capability does not support the List or Pivot
table types of report.

Refresh Interval Specifies the interval at which a new report is generated according to
your report configurations.

Run Now Click this button to send the current calculation report to the processing
queue. This also enables the report to get the latest source data from the
system.

Note: This button is only available for a saved report.

Aggregator Shows the data aggregation method. For different chart types, the report
calculation supports different aggregation types, including: sum, average,
max, and min.

Group By Field Shows the field that the records are grouped by in the report. For
example, one report might show the number of Incidents by customer;
another report might show the number of Incidents by priority.

You can select multiple level fields by clicking the Multi Level Field icon.
If you choose a field of date or time, you need to choose a calculator.
Service Manager provides year, quarter, month, week, and date for
datetime type field.

Note: You can specify up to five standard reports. To show the

standard report data in the final report, select the check box before
the standard data.

Duration Start Field Shows the duration start field used for calculation in the report.

Duration End Field Shows the duration end field used for calculation in the report.

Duration Field Shows the duration field displayed in the report. This option is only
available when the Time Duration option is selected. In this situation, you
just need to select the duration field directly and save the system from
the duration calculation.

Duration Unit Shows the duration unit displayed in the report. Service Manager provides
second, minute, hour, day, week, month, and year for Duration Unit field.

Note: For different time duration units, Service Manager sets

diffferent unit calculation precision, as shown in the following table.

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Fields Description

  Duration unit   Calculation precision

year/month/week/day/hour/minute minute

second second

Duration Label Shows the duration label for the report. The label is displayed as the
legend in the report.

Query Shows the query content for the current report. You can click the Query
Builder to define the query to display desired information. You can also
write a new query directly. For more information about how to edit a
query, see "Build the query strings" on page 24 and other related topics.

Test Query Validates the query. A new message pops up to display the diagnostic
information for this query string.

Sample report for duration

Here is a sample duration type report for your reference. This report displays a summary of the outage
duration of incidents, sorted by service.

Note: Select Duration from the drop-down box next to the Type of chart field, and then you can
see the duration properties.

Fields Value Description

Type of chart Horizontal bar Shows the current chart type. You can change
it by selecting the chart type from the drop-
down list.

Refresh Interval Recurs every 1 day Specifies the refresh interval to generate a
new report according to your report
configurations.

Note: This is for report data refresh only.

Users need to manually refresh the
report content or the dashboard to get
the latest report data.

Aggregator Sum Shows the data aggregation method.

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Fields Value Description

In this example, the report data is the time

summary of the duration.

Duration Start Field Outage Start Shows the duration start field used for
calculation in the report.

Duration End Field Outage End Shows the duration end field used for
calculation in the report.

Duration Unit Hour Shows the duration unit displayed in the

report.

Duration Label Total Outage duration Shows the duration label for the report. The
label is displayed as the legend in the report.

Query open.time>startofmonth Shows the query content for the current

() report.

This query means that the open time of the

Incidents to be collected should be earlier
than the start of the this month.

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Create a calculation report by using duration metrics

After the time duration data is extracted and processed, Service Manager saves the field change
metrics in the intermediate data tables. You can use calculation reports to further process the time
duration metrics. For example, the metrics provide the duration for which an incident is processed
among each assignment group, then you can use a calculation report to calculate the average handling
time among different assignment groups.

Note: You must have SLM module license to configure the time duration settings and get the field
change metrics tables for calculation. Service Manager extracts the system data against status,
phase and assignment group changes, and then calculates the duration values according to your
metrics. For more information, see "Time duration data processing " on page 1.

Here is a sample report that uses the calculation report to process the time duration metrics for your
reference.

Note: Select Calculation from the drop-down box next to the Type of chart field, and then you can
see the calculation properties.

Fields Value Description

Name Average Incident handling time per assignment group

Description This report enables the user to review the average Incident handling time per
assignment group by using the processed time duration data.

Source Incident Time Duration - timeDuration4probsummary

data

Type of Line Shows the current chart type. You can change it by selecting
chart the chart type from the drop-down list.

Refresh Recurs every 1 day Specifies the refresh interval to generate a new report
Interval according to your report configurations.

Aggregator Average Shows the data aggregation method.

In this example, the report data is the average time

duration of the Incident handling time.

Time Enabled When you select the sum, average, max, or min aggregation
Duration types, you can select the Time Duration option to enable
the Duration Unit drop-down list.

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Fields Value Description

Duration Hour Service Manager provides second, minute, hour, day, week,
Unit month, and year for the Duration Unit field.

Group by to Value Shows the field that the records are grouped by in the
Field report.

Trend Field Change Time: Week Specifies the first field for calculation.
- A1
This field shows that the assignment group change time of
the incident in each week during the specified time period.

Metrics Sum Metrics 1 Specifies the aggregation value used for calculation.
Field
This value mean that the data used for calculation is from
the Sum Metrics 1 value in the timeDuration4probsummary
table.

Query field.name="assignment" Shows the query content for the current report.
and is.sum=true
This query means that the report collects the time duration
information for the assignment field.

Calculation Average handle time: A1 Specifies the calculation formula you defined for this
Formula report.

The formula in this example means that the final report

only displays the average time duration data based on the
assignment group change.

X-Axis Re-assign time Specifies the label for the X-axis in the report.
Label

Y-Axis Average handle time Specifies the label for the Y-axis in the report.
Label (Hours)

Update a report in a dashboard

HP Service Manager provides the UI elements on a single report that enables you to easily update the
report in this dashboard. The following table describes the UI elements in the report.

UI
Element Description

Collapses the report. This UI element is displayed when a report is expanded.

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UI
Element Description

Expands the report. This UI element is displayed when a report is collapsed.

Shows the chart switch options. It displays only the options available for the current report
data type. You can switch and save the chart types by directly clicking the icons without
opening the report definition page.

Exports the report as PDF or Excel files. A dialogue box pops up and you can change the
name or type of the exported file and select the orientation as portrait or landscape. You
can export all types of reports as PDF files, and only three types of reports, including Pivot
table, title list, and standard list, as Excel files.

Opens the report definition page, which enables you to modify the report properties.

Refreshes the report.

Removes this report from the dashboard.

Build the query strings

You can use query filters to define the report content logic when you create a report. This topic provides
specifications to explain how to configure the strings for the query parameter when you create a
report. The query display field is read-only, and you can use the query builder to define the condition for
the report. HP Service Manager also supports cross-table queries.

HP Service Manager provides the following types of query parameters.

Query type Sample Procedure

Simple query Open incident Click Query Builder to fill in the requirements for the query
backlog group results. You can edit the filter fields and check the check box
by priority to specify the required conditions. Click OK to generate the
query strings directly in the query display field.

Cross-table query Open incident Click Query Builder and select Advanced Filter to specify the
group by query conditions. For more information about how to use
affected CI advanced filter, see "Advanced filter" on page 1 and other
related topics.

Note: All relationships between tables are stored in

relatedObjectMap.

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Query type Sample Procedure

Advanced Support All incidents Select one assignment group. The query will be generated
Query variables assigned to automatically, and then you can change the query to use the
my group variables.

assignment isin $lo.pm.assignments

Support incident for function getDefaultComp(){return "falcon";}

JSCall falcon
assignee.name =jscall("test.getDefaultComp")

Support All incident assignee.name = operator()

RTE assigned to
function me

Support startofyear, startofweek() returns the first day of the current week
new startofmonth,
startofweek(startofweek() - 1) returns the first day of
method and
the last week
startofweek

After you enter a query string, you can click Test Query to validate the query. A new message pops up,
displaying the diagnostic information for this query string.

 l When you enter 1=1 condition, Service Manager displays the following message:

Current search criteria is equal to "(1=1)", full table query would be needed.

 l When the field is CLOB/BLOB, Service Manager displays the following message:

Partial File Scan might be needed since field "action" (on file probsummary) is
mapped to BLOB/CLOB/TEXT/IMAGE [Description field in cm3r]

 l When the field is not indexed, Service Manager displays the following message:

There is no index defined in dbdict for field "sysmodtime" (on file kmfeedback).
[sysmodtime in kmfeedback]

Report types and settings

HP Service Manager provides 11 report types, including eight types of charts, two types of lists, and one
pivot table. The reports properties settings vary according to the type of report.

You can review the examples of all the different report types and their setting preferences. These are
the chart properties for the standard type of charts only. For the calculation and duration chart
properties, see "Report calculation chart properties" on page 14 and "Report duration chart properties"
on page 18.

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Chart types:

 l "Chart > Pie" below

 l "Chart > Horizontal bar" on page 28

 l "Chart > Vertical bar" on page 30

 l "Chart > Stacked Horizontal bar" on page 32

 l "Chart > Stacked Vertical bar" on page 34

 l "Chart > Number" on page 36

 l "Chart > Line" on page 38

 l "Chart > Area" on page 39

List types:

 l "List > Standard list" on page 41

 l "List > Title list" on page 41

"Pivot Table" on page 43

Chart > Pie

Here are the pie setting preferences and example for your reference.

Tab Fields Description

Chart Type of chart Shows the current chart type. You can change it by
Properties selecting the chart type from the drop-down list.

Chart by Shows the query type for the report. The default value
is Aggregate query.

Group by field Shows the field that the records are grouped by in the
report. For example, one report might show the
number of Incidents by customer; another report
might show the number of Incidents by priority.

You can select multiple level fields by clicking the Multi

Level Field icon. If you choose a field of date or time,
you need to choose a calculator.

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Tab Fields Description

Metrics Shows the data aggregation method. Pie supports two

aggregation types: sum and count.

Note: When you select the count aggregation

type, the aggregation value field is invisible. When
you select the sum aggregation type, you can
select the aggregation value from the drop-down
list.

Query Shows the query content for the current report. You
can click the Query Builder to define the query to
display desired information. You can also write a new
query directly. For more information about how to edit
a query, see "Build the query strings" on page 24 and
other related topics.

Advanced Decimal Places Specifies the number of decimal places at which the
settings report calculates the record percentage. Service
Manager provides up to five decimal places.

Show Legend Specifies the legend location in the report. No legend is

displayed when None is selected.

Show Records Specifies the permitted maximum number of records

displayed in a report, ordered by the legend or the top
N.

Donut Specifies the donut space in the pie chart. A complete

pie is displayed when None is selected.

Support Top N If this option is selected, the report displays the top
number records as defined in the Show Records field.

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Chart > Horizontal bar

Here are the horizontal bar setting preferences and example for your reference.

Tab Fields Description

Chart Type of chart Shows the current chart type. You can change it by
Properties selecting the chart type from the drop-down list.

Chart by Shows the query type for the report. The default value
is Aggregate query.

Group by field Shows the field that the records are grouped by in the
report. For example, one report might show the
number of Incidents by customer; another report
might show the number of Incidents by priority.

You can select multiple level fields by clicking the Multi

Level Field icon. If you choose a field of date or time,

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Tab Fields Description

you need to choose a calculator. And if the two group

by fields are both date and time fields, they should be
the same one.

Stacked field Shows the field that the records are stacked by in the
report. You can select multiple level fields by clicking
the Multi Level Field icon.

Metrics Shows the data aggregation method. Horizontal bar

supports five aggregation types: sum, count, average,
max, and min.

Note: When you select the count aggregation

type, the aggregation value field is invisible. When
you select the sum, average, max, or min
aggregation types, you can select the aggregation
value from the drop-down list.

Query Shows the query content for the current report. You
can click the Query Builder to define the query to
display desired information. You can also write a new
query directly. For more information about how to edit
a query, see "Build the query strings" on page 24 and
other related topics.

Advanced Decimal Places Specifies the number of decimal places at which the
settings report calculates the record percentage. Service
Manager provides up to five decimal places.

Show Legend Specifies the legend location in the report. No legend is

displayed when None is selected.

Show Records Specifies the permitted maximum number of records

displayed in a report ordered by the legend or the top
N.

Support Top N If this option is selected, the report displays the top
number records as defined in the Show Records field.

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Chart > Vertical bar

Here are the vertical bar setting preferences and example for your reference.

Tab Fields Description

Chart Type of chart Shows the current chart type. You can change it by
Properties selecting the chart type from the drop-down list.

Chart by Shows the query type for the report. The default value
is Aggregate query.

Group by field Shows the field that the records are grouped by in the
report. For example, one report might show the
number of Incidents by customer; another report
might show the number of Incidents by priority.

You can select multiple level fields by clicking the Multi

Level Field icon. If you choose a field of date or time,
you need to choose a calculator. And if the two group
by fields are both date and time fields, they should be
the same one.

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Tab Fields Description

Stacked field Shows the field that the records are stacked by in the
report. You can select multiple level fields by clicking
the Multi Level Field icon.

Metrics Shows the data aggregation method. Vertical bar

supports five aggregation types: sum, count, average,
max, and min.

Note: When you select the count aggregation

type, the aggregation value field is invisible. When
you select the sum, average, max, or min
aggregation types, you can select the aggregation
value from the drop-down list.

Query Shows the query content for the current report. You
can click the Query Builder to define the query to
display desired information. You can also write a new
query directly. For more information about how to edit
a query, see "Build the query strings" on page 24 and
other related topics.

Advanced Decimal Places Specifies the number of decimal places at which the
settings report calculates the record percentage. Service
Manager provides up to five decimal places.

Show Legend Specifies the legend location in the report. No legend is

displayed when None is selected.

Show Records Specifies the permitted maximum number of record

displayed in a report ordered by the legend or the top
N.

Support Top N If this option is selected, the report displays the top
number records as defined in the Show Records field.

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Chart > Stacked Horizontal bar

Here are the stacked horizontal bar setting preferences and example for your reference.

Tab Fields Description

Chart Type of chart Shows the current chart type. You can change it by
Properties selecting the chart type from the drop-down list.

Chart by Shows the query type for the report. The default value
is Aggregate query.

Group by field Shows the field that the records are grouped by in the
report. For example, one report might show the
number of Incidents by customer; another report
might show the number of Incidents by priority.

You can select multiple level fields by clicking the Multi

Level Field icon. If you choose a field of date or time,
you need to choose a calculator. And if the two group

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Tab Fields Description

by fields are both date and time fields, they should be

the same one.

Stacked field Shows the field that the records are stacked by in the
report. You can select multiple level fields by clicking
the Multi Level Field icon.

Metrics Shows the data aggregation method. Stacked

horizontal bar supports five aggregation types: sum,
count, average, max, and min.

Note: When you select the count aggregation

type, the aggregation value field is invisible. When
you select the sum, average, max, or min
aggregation types, you can select the aggregation
value from the drop-down list.

Query Shows the query content for the current report. You
can click the Query Builder to define the query to
display desired information. You can also write a new
query directly. For more information about how to edit
a query, see "Build the query strings" on page 24 and
other related topics.

Advanced Decimal Places Specifies the number of decimal places at which the
settings report is calculating the record percentage. Service
Manager provides up to five decimal places.

Show Legend Specifies the legend location in the report. No legend is

displayed when None is selected.

Show Records Specifies the permitted maximum number of record

displayed in a report.

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Chart > Stacked Vertical bar

Here are the stacked vertical bar setting preferences and example for your reference.

Tab Fields Description

Chart Type of chart Shows the current chart type. You can change it by
Properties selecting the chart type from the drop-down list.

Chart by Shows the query type for the report. The default value
is Aggregate query.

Group by field Shows the field that the records are grouped by in the
report. For example, one report might show the
number of Incidents by customer; another report
might show the number of Incidents by priority.

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Tab Fields Description

You can select multiple level fields by clicking the Multi

Level Field icon. If you choose a field of date or time,
you need to choose a calculator. And if the two group
by fields are both date and time field, they should be
the same one.

Stacked field Shows the field that the records are stacked by in the
report. You can select multiple level fields by clicking
the Multi Level Field icon.

Metrics Shows the data aggregation method. Stacked vertical

bar supports five aggregation types: sum, count,
average, max, and min.

Note: When you select the count aggregation

type, the aggregation value field is invisible. When
you select the sum, average, max, or min
aggregation types, you can select the aggregation
value from the drop-down list.

Query Shows the query content for the current report. You
can click the Query Builder to define the query to
display desired information. You can also write a new
query directly. For more information about how to edit
a query, see "Build the query strings" on page 24 and
other related topics.

Advanced Decimal Places Specifies the number of decimal places at which the
settings report calculates the record percentage. Service
Manager provides up to five decimal places.

Show Legend Specifies the legend location in the report. No legend is

displayed when None is selected.

Show Records Specifies the permitted maximum number of records

displayed in a report.

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Chart > Number

Here are the number setting preferences and example for your reference.

Tab Fields Description

Chart Type of chart Shows the current chart type. You can change it by
Properties selecting the chart type from the drop-down list.

Chart by Shows the query type for the report. The default value
is Aggregate query.

Label Specifies the label content to show under the number.

Metrics Shows the data aggregation method. Number supports

five aggregation types: sum, count, average, max, and
min.

Note: When you select the count aggregation

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Tab Fields Description

type, the aggregation value field is invisible. When

you select the sum, average, max, or min
aggregation types, you can select the aggregation
value from the drop-down list.

Query Shows the query content for the current report. You
can click the Query Builder to define the query to
display desired information. You can also write a new
query directly. For more information about how to edit
a query, see "Build the query strings" on page 24 and
other related topics.

Advanced Decimal Places Specifies the number of decimal places at which the
settings report calculates the record percentage. Service
Manager provides up to five decimal places.

Color Specifies the color of the number.

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Chart > Line

Here are the line setting preferences and example for your reference.

Tab Fields Description

Chart Type of chart Shows the current chart type. You can change it by
Properties selecting the chart type from the drop-down list.

Chart by Shows the query type for the report. The default value
is Aggregate query.

Trend field Shows the trend field for the report. It should be a date
time type of field.

Group by field Shows the field that the records are grouped by in the
report. For example, one report might show the
number of Incidents by customer; another report
might show the number of Incidents by priority. You
can select multiple level fields by clicking the Multi
Level Field icon.

Metrics Shows the data aggregation method. Line supports

five aggregation types: sum, count, average, max, and
min.

Note: When you select the count aggregation

type, the aggregation value field is invisible. When
you select the sum, average, max, or min
aggregation types, you can select the aggregation
value from the drop-down list.

Query Shows the query content for the current report. You
can click the Query Builder to define the query to
display desired information. You can also write a new
query directly. For more information about how to edit
a query, see "Build the query strings" on page 24 and
other related topics.

Advanced Decimal Places Specifies the number of decimal places at which the
settings report calculates the record percentage. Service
Manager provides up to five decimal places.

Show Records Specifies the permitted maximum number of records

displayed in a report.

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Chart > Area

Here are the area setting preferences and example for your reference.

Tab Fields Description

Chart Type of chart Shows the current chart type. You can change it by
Properties selecting the chart type from the drop-down list.

Chart by Shows the query type for the report. The default value
is Aggregate query.

Trend field Shows the trend field for the report. It should be a date
or time type of field.

Stacked field  Shows the field that the records are stacked by in the
report. You can select multiple level fields by clicking
the Multi Level Field icon.

Metrics Shows the data aggregation method. Area supports

five aggregation types: sum, count, average, max, and
min.

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Tab Fields Description

Note: When you select the count aggregation

type, the aggregation value field is invisible. When
you select the sum, average, max, or min
aggregation types, you can select the aggregation
value from the drop-down list.

Query Shows the query content for the current report. You
can click the Query Builder to define the query to
display desired information. You can also write a new
query directly. For more information about how to edit
a query, see "Build the query strings" on page 24 and
other related topics.

Advanced Decimal Places Specifies the number of decimal places at which the
settings report is calculating the record percentage. Service
Manager provides up to five decimal places.

Show Records Specifies the permitted maximum number of records

displayed in a report.

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List > Standard list

Here are the standard list setting preferences and example for your reference.

Tab Fields Description

List Properties View Fields Click the button to open the Choose View Fileds wizard
and select the desired fields that the report displays.

Sort by Click the button to open the Sort By wizard and select
the fields to sort by.

Query Shows the query content for the current report. You can
click the Query Builder to define the query to display
desired information. You can also write a new query
directly. For more information about how to edit a
query, see "Build the query strings" on page 24 and
other related topics.

 Advanced Show Records Specifies the permitted maximum number of records

settings displayed in a report.

Show as Shows the current list type. You can change it by

selecting the list type from the drop-down list.

List > Title list

Here are the title list setting preferences and example for your reference.

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Tab Fields Description

List Properties View Fields Click the button to open the Choose View Fileds wizard
and select the desired fields that the report displays.

Sort by Click the button to open the Sort By wizard and select
the fields to sort by.

Query Shows the query content for the current report. You can
click the Query Builder to define the query to display
desired information. You can also write a new query
directly. For more information about how to edit a
query, see "Build the query strings" on page 24 and
other related topics.

Advanced Show Records Specifies the permitted maximum number of records

settings displayed in a report.

Show as Shows the current list type. You can change it by

selecting the list type from the drop-down list.

Header Field Selects the header information of each title list item.

Flag Field Selects the flag information of each title list item on the
right of the report. This field can be controlled by color
indicator.

Summary Field Selects the summary information of each title list item
under the header field.

Footer Field Selects the footer information of each title list item
under the summary field.

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Pivot Table
Here are the pivot table setting preferences and example for your reference. HP Service Manager
supports five pivot display types: Table, Table BarChart, HeatMap, Row HeatMap, and Col HeatMap. You
can click the row, the column, or the candidate field to filter the data in the pivot.

Tab Fields Description

Pivot Table Aggregator Shows the data aggregation method. The pivot table
Properties supports five aggregation types: sum, count, average,
max, and min.

Note: When you select the count aggregation type,

the aggregation value field is invisible. When you
select the sum, average, max, or min aggregation
types, you can select the aggregation value from
the drop-down list.

Row Fields Click to select the row field and the calculator type from
the drop-down list. The report displays the row field as
an active button. You can drag and drop the button

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Tab Fields Description

directly to the pivot table to redesign the report.

Column Fields Click to select the column field and the calculator type
from the drop-down list. The report displays the column
field as an active button. You can drag and drop the
button directly to the pivot table to redesign the report.

Candidate Fields Click to select the candidate field and the calculator
type from the drop-down list. The report displays the
candidate field as an inactive button. You can drag and
drop the button directly to the pivot table to redesign
the report. Once this field is added to the pivot table,
the button becomes active.

Query Shows the query content for the current report. You can
click the Query Builder to define the query to display
desired information. You can also write a new query
directly. For more information about how to edit a
query, see "Build the query strings" on page 24 and
other related topics.

Advanced Show Records Specifies the permitted maximum number of records

settings displayed in a report.

Decimal Places Specifies the number of decimal places at which the

report calculates the record percentage. Service
Manager provides up to five decimal places.

Note: You can only save the pivot definition change of the row, the column, and the candidate.

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 My dashboards
HP Service Manager displays all reports as objects in the Dashboard view. You can group reports to
create a dashboard that offers a quick view of an entire system’s performance data.

Dashboards provide dynamic reports in the web client which enable you to perform the following
actions:

 l Re-size, relocate, or remove the report

 l Hover the mouse pointer to view data counts

Pause the mouse pointer on the area of interest in a chart. For example, you can pause the mouse
pointer on a pie chart to display a popup window that indicates the number of records that a slice of
the pie represents.

 l Refresh the dashboard to get updated reports based on database changes

 l Drill down to a subset of the records, in order to display those records in greater detail

Create a dashboard
A dashboard enables you to view multiple reports about data in your system.

To create a dashboard, follow these steps:

 1. In the System Navigator pane, select Reporting > Create New Dashboard.

The New Dashboard button is also available on the Search Dashboard page and any dashboard
view pages.

 2. In the New Dashboard window, complete the necessary "Dashboard properties" on the next page.

 3. Click Save. A unique dashboard ID is automatically assigned to this dashboard and displayed in the
Dashboard ID field.

 4. (Optional) Click Dashboard Content below the dashboard ID to open the dashboard and manage the
dashboard contents. For more information about how to add reports to a dashboard, see "Add
reports to a dashboard" on the next page

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Dashboard properties
Note: You must complete all fields marked with a red asterisk *.

The following fields and tabs are available both for defining a new report in the New Dashboard page
and for editing an existing report in the Search Dashboard result page.

Fields and
tabs Description

Name ( *) Type a word or phrase that is a unique identifier for this dashboard. It should be a value
that makes it easy to understand the purpose of the dashboard.

Description Enter a description for the dashboard. It is helpful for other users to understand the
purpose and objectives of this dashboard. The description is displayed in the dashboard
properties in the right panel of the Reports page when that report is displayed.

Dashboard The dashboard ID is automatically assigned to the dashboard and displayed in the
ID Dashboard ID field after you save your dashboard. The Dashboard Content button is
enabled at the same time for you to manage contents in the dashboard, such as adding
or removing reports, dragging and dropping reports, or re-sizing reports. For more
information about how to add reports to a dashboard, see "Add reports to a
dashboard" below.

Permission The default owner is the current operator. You can change the owner and set the
audience of this dashboard.

Note: You need to have the privilege to change the permission. Report Manager
can share the dashboard to others. Only the Report administrator can change the
dashboard owner.

Add reports to a dashboard

A dashboard enables you to view multiple reports about data in your system.

Note: If the database changes, the dashboard contents change.

 1. Open the dashboard you want to modify.

 2. Click Add Content. A floating window is displayed to show the categories and the reports.

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There are several ways to filter the displayed reports. You can select different report categories or
chart types, and sort the results by name or update time. You can also search a report by report ID,
or report name, which is always case insensitive.

Alternatively, if there is already a default dashboard, you can create a new report and add it
directly to the dashboard. For more information, see "Create a report" on page 11.

 3. Click the plus ("+") button beside a report to add this report to the dashboard. The button changes
to √ after this report is added to the dashboard. By default, you can add up to eight reports to a
dashboard. You can change the default value of Max reports per dashboard from Reporting >
Administration > Report Settings.

 4. Click Close when you finished adding the reports.

Service Manager saves the modified dashboard automatically.

Update a dashboard
HP Service Manager provides you with UI elements with which you can easily update the dashboard view.
The following table describes the UI elements in a dashboard.

For the options on individual report, see "Update a report in a dashboard" on page 23.

UI Element Description

Creates a new dashboard.

Saves the current dashboard as a new dashboard.

Adds reports to the dashboard. It displays a report list and you can
find, select, and add any report to the dashboard directly.

Selects the dashboard view from the drop-down list. This list content
is not automatically refreshed when you click the drop down button.
Therefore, you need to click the refresh button before you can get
the latest list of the dashboards you can view.

Sets the dashboard view you have selected as the home page.

Refreshes the dashboard. The dashboard reads the data from the
database.

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Exports the dashboard as a PDF file. You can change the name of the
exported file and select the orientation as portrait or landscape.

Opens the dashboard definition page, which enables you to modify the
dashboard properties.

Prints the current dashboard.

Add the current dashboard to Favorites.

Note: If your Service Manager Reports role can update a dashboard, Service Manager automatically
saves the following layout changes: resizing, relocating or deleting a report, and rearranging fields
in a pivot table.

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 Report schedule and distribution
Report schedules assist report managers or administrators to send the reports or the dashboards
information on scheduled intervals to the notified users or user groups.

A report schedule specifies who is to be notified, when, and the notification method. An administrator
must make sure that the report or dashboard has been created in HP Service Manager before Service
Manager can create an report schedule record.

Scheduled reports or dashboards enable users to view the updated content without logging in to Service
Manager. Service Manager Reports provide two ways to distribute the schedule reports or dashboards:
sending email notifications by attaching the generated PDF files, or using the file server to save the
generated files.

For example, if you want to embed the scheduled reports to your applications, you can follow these
steps:

 1. Generate scheduled reports and specify a folder for these reports.

 2. Set up an Apache instance to access the folder and provide static URLs for the reports.

 3. Embed the Apache URLs in the products.

In this way, users can view the updated content from your applications timely and directly.

Create a report schedule

Applies to User Roles:

Report Manager

To create a new report schedule, follow these steps:

 1. Click Reporting > Report Schedule > Create New Schedule.

 2. Type the name of the new report schedule in the Name field.

 3. Select the Owner for this report schedule. The owner is the operator by default. You can change
this value only if you are a Report Administrator.

 4. Type the description of the new report schedule in the Description field.

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 5. Select the dashboards or reports for which you want to schedule notifications. By default, you can
add up to five reports and dashboards to a scheduled task. You can change the default value of
Max reports/dashboards per scheduled task from Reporting > Administration > Report Settings.

 6. Set the other properties for the report schedule.

Component Description Table field Content  

Export to Selects the   Two methods are available: Email notification  

method to send by sending the PDF files, and the file server to
the notification. save the generated files.

Page Selects the page   Two directions are available: Portrait and  
Direction direction of the Landscape.
exported file.

File Type to Selects the file   Two file types are available: the PDF and the  
Save types to save the HTML types. This component is only activated
notification. when you have selected file server as the
exporting method.

Next Event     Shows the next event for this report schedule.  

Recent Lists the tasks   Shows the task detail message.  

Histories which have been
(30 days) run during the
last 30 days.

Rule Sets the rules for On an If this option is selected, the regular schedule  
the schedule. arbitrary definition is not displayed and you need to
schedule provide specific time for the schedule.

Range of Specifies the effective period of this report  

recurrence schedule.

Recurrence Specifies the recurrence of this report  

schedule.

Start time Specifies the start time of this report  

schedule.

Email Sets the Subject The name of the Email notification that is  
properties for the sent to the recipients when the action occurs.
Email notification.
Email To/ The user or user group who receive the email  
Groups notification.

Workflow Shows the status   There are three types of the report schedule  
status: planning, scheduled, and retired.

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Component Description Table field Content  

of current report
schedule.

Activities Shows the   The activities show the information about  

activities related who has created, or updated the report
to this report schedule, and at what time.
schedule.

 7. Click Add. A unique report ID is automatically assigned to this report and displayed in the Schedule
ID field.

To update an existing report schedule, follow these steps:

 1. Click Reporting > Report Schedule > Search Schedule.

Note: Report Administrator can search all report schedules while others can only search their
own schedules.

 2. Use search or advanced search to find one or more record schedules. A list of report schedules
opens.

 3. Select a report schedule from the list.

 4. Update the required information.

The following list describes the phases in the schedule lifecycle and their corresponding system
actions:

 o Planning -> Scheduled: the task will be generated and the schedule cannot be updated

 o Scheduled -> Planning: the scheduled task will be removed and the schedule is editable again

 o Scheduled -> Retired: the scheduled task will be removed and an email notification will be sent
to the schedule owner

 o Planning -> Retired: an email notification will be sent to the schedule owner

 o Retired -> Planning: the schedule can be updated and saved

 5. Click Save. A message appears that confirms that the record schedule is updated.

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Background schedule process

You can start a background schedule process by running the sm report.export command. Make sure
you have already specified the path to save the exported reports and dashboards by adding the
dashboard_export_path parameter to the sm.ini file.

Note: If you set too many threads for one process, you have to add the JVMOption parameter to
expand the memory capacity. For example, you can start the process by running the following
command:

sm -JVMOption0:-Xms1024m -JVMOption1:-Xmx1024m report.export

To check the running status of the background schedule process, click Miscellaneous > System Status.

There are six types of threads which will run:

 l report.export.misc

 o Cleans the report performance log

 o Regenerates the schedule task in 30 days

 o Moves the task from reportscheduletask to reportschedulehistory

 l report.export.distribute

Distributes the reports or the dashboards by email or to the file server.

Note: The clean:1 parameter excludes a message from email notifications about exported
reports or dashboards. See "Startup parameter: clean" on page 1. By default, this message is
included.

 l report.export.prepare

Prepares the data to generate the reports and dashboards.

 l report.export

This schedule thread will synchronize the status of the other three types of schedule threads.
Restart the schedule thread if it stops responding. Make sure you set the correct maximum counts

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of running threads. You can change the default value of Max report-exporting threads per process
and Max report-preparing threads per process from Reporting > Administration > Report Settings.

 l report.calccharts

Scans the system every one minute to check if there is any new report or updated report for
calculation.

 l timedurationdata

Extracts the raw time stamp information from the source tables. Service Manager will process the
data and save the change metrics in the intermediate tables, for example, in the
timeDuration4probsummary table.

Report schedule task lifecycle

Service Manager creates the schedule tasks for a report schedule. A schedule record can generate
several schedule tasks. Each schedule task includes lifecycle states relating to the process from task
created, to preparing report data, and to exporting report data, as shown in the following figure.

The state transition from Created to Preparing can be interrupted when the administrator:

 l Disables reporting

 l Stops sending reports or dashboards via email, if the scheduled reports are sent only via email

The state transition from Prepared to Sending can be interrupted when the administrator:

 l Stops sending reports or dashboards via email, if the scheduled reports are sent only via email.

 l Does not specify a location for the exported reports, if the scheduled reports are only exported to
the file server

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 l Service Manager cannot interrupt the state transition from Preparing to Prepared or the state
transition from Sending to Exported.

 l If you disable reporting, it will prevent Service Manager from generating any more schedule
tasks.

Apply a template to complete a report schedule

Templates enable users to quickly complete a report schedule by automatically populating fields with
the applicable information.

To apply a template to complete a report schedule, follow these steps:

 1. Open a report schedule.

 2. Click Apply Template. The Select Report Schedule Template wizard opens.

 3. Double-click the template that you want to apply to the selected report schedule. You are returned
to the selected report schedule, and the fields are automatically filled in with the values set in the
template.

 4. Complete the other fields, as needed.

 5. Click Save & Exit.

Note: Users authorized to use this template can also modify the template to meet their needs.

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 Report administration
Report administration covers these areas of responsibility:

 l Report categories

 l Report running status

 l Report settings

 l Time duration settings

Report category
Report category enables you to collect reports into different groups. The Service Manager Reports
feature requires a category value when it creates a new report, or when it searches for a report to be
added to the dashboard.

Service Manager defines the following out-of-box report categories.

Name Description Applies To (Table Name)

Alert Alert AlertLog

Alert

Approval Approval Approval

ApprovalLog

ApprovalDelegation

Assignment Groups Assignment Groups assignment

ocmgroups

cm3groups

subcategory

producttype

cm3rcategory

cm3rsubcat

cm3tcategory

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Name Description Applies To (Table Name)

sdCategory

sdSubcategory

sdArea

pbmCategory

pbmSubcategory

pbmArea

pbmTaskCat

imCategory

imSubcategory

imArea

Change Change Management cm3r

cm3t

activitycm3r

activitycm3t

Configuration Item Configuration Item device

Subscription

cirelationship

Contracts and Payments Contracts and Payments contract

payment

Data Management Data Management contacts

dept

operator

company

city

location

Incident Incident Management probsummary

imTask

activityincidenttasks

activity

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Name Description Applies To (Table Name)

KM Knowledge Management kmdocument

kmfeedback

kmsearchhistory

kmstatus

kmupdateinfo

kmusagestats

Problem Problem Management rootcause

knownerror

rootcausetask

activityproblem

activityproblemtasks

knownerrortask

Report Monitor Report Monitor reportLog

Request Request Management request

requestTask

acitivityRequest

acitivityRequestTask

SLA Service Level Management sla

slo

slaresponse

sloresponse

slocatalog

sloavail

slamonthlyag

slaactive

slamonthly

outagedetail

outageevent

Service Catalog Service Catalog svcCatalog

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Name Description Applies To (Table Name)

userOption

svcDisplay

svcCart

svcCartItem

Service Desk Service Desk incidents

activityservicemgt

Survey Survey SurveyInternal

SurveyDefinition

Templates and Models Templates and Models Template

changeModel

requestModel

productCatalog

ToDo ToDo Todo

Work Schedule Work Schedule caldutyhours

calholidays

calholtable

timeperiodDefinition

timeperiodOccurrence

timeperiodCategory

timeperiodConflict

Add a report category

Report Administrator can create, update, and delete a report category. Report Designer, Report
Manager, and Report Administrator can categorize a report, which enables users to find a report easily
when adding content.

To create a new report category, follow these steps:

 1. Click Reporting > Administration > Report Categories.

 2. Type the name of the new report category in the Name field.

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 3. Type the description of the new report category in the Description field.

 4. Select the table names to be grouped in this category from the drop-down list in the Applies To
field.

 5. Click New.

 6. Click Save. A message appears that confirms that the report category record is added.

To update an existing report category, follow these steps:

 1. Click Reporting > Administration > Report Categories.

 2. Use search or advanced search to find one or more records. A list of report categories opens.

 3. Select a report category from the list.

 4. Update the required information.

 5. Click Save. A message appears that confirms that the report category record is updated.

Note: If you type a new report category when creating a report, this report category is only local
and you can see this category only when you are adding a report to a dashboard.

Report running status

The Report Running Status dashboard helps you to identify whether Service Manager is working well
when the system is generating reports. This prevents the system from returning errors if the status is
showing that generating some reports has a significant impact on the system performance.

Service Manager monitors performance impact of reports and dashboards. Service Manager takes
some time to generate reports. If this time exceeds the time threshold that the administrator sets, the
report performance log collects the information and displays the slow reports information on the
Report Running Status dashboard. If Service Manager spends too much time loading one of the slow
reports, the loading of the dashboard that includes this report could be very slow.

You can click Disable this Report to disable the slow reports displayed on the Report Running Status
dashboard directly. Or, you can click Open Report to diagnose the reason, and then decide whether to
modify the report or to disable the report. For those reports that are diagnosed as the cause of the
problem, the administrator can take the following measures to eliminate the impact of this particular
report.

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 l Enable cache

 l Enable Replicated Database

 l Enable indexing for the table query

If the problem still exists, then you can disable the report. Service Manager sends a notification to the
owner of the report.

Configure Report settings

Administrators can configure some global settings for the Service Manager Reports module.

To configure the report settings, follow these steps:

 1. Click Reporting > Administration > Report Settings.

The Report Settings form opens, in which Report Module settings and report property fields are
automatically populated.

 2. Specify the settings on the form, as described in the following table.

Default
Attribute Description value

Enable processing If this option is selected, the Service Manager time duration Enabled
for time duration reporting data is processed by the system and ready for use.
reporting data Users can select tables containing the processed data to
generate reports. If this option is not selected, all tables for
time duration reporting are disabled.

Enable Reporting If this option is selected, the Service Manager Reports feature Enabled
is enabled and users can access the Service Manager Reports
module from the navigation pane. If this option is not selected,
the Service Manager Reports module is invisible from the
navigation pane and only the administrator can enable it by
selecting this option.

Export HTML If this option is selected, Service Manager generates HTML Enabled
reports to file files while exporting the scheduled reports or dashboards to
server by default the file server.

Export PDF reports If this option is selected, Service Manager generates PDF files Disabled
to file server by while exporting the scheduled reports or dashboards to the file

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Default
Attribute Description value

default server.

Export reports to If this option is selected, Service Manager sends the exported Disabled
file server by reports or dashboards to the file server by default.
default

Export reports via If this option is selected, Service Manager sends the exported Enabled
email by default reports or dashboards via email by default.

Stop exporting If this option is selected, the system stops sending any reports Disabled
reports via email or dashboards via email. If the scheduled report is sent via
email only, selecting this option will terminate all scheduled
tasks.

Use Production If this option is selected, Service Manager disables Replicated Disabled
Database when Database and uses Production Database to generate the
Replicated reports. When Replicated Database is disabled, or if there is
Database is any problem with Replicated Database, selecting this option
disabled can switch all the reports to Production Database.

Note: Switching all the reports to Production Database

can increase the number of queries to Production
Database and thus have an impact on system
performance.

Use Replicated If this option is selected, the user is creating a new report by Disabled
Database by using the Replicated Database by default, which will enable
default when users Service Manager to generate the report data from Replicated
create report Database.

Make sure that a Replicated Database is already set up and

enabled before this option takes effect. For more information
about how to enable Replicated Database, see "Enable
Replicated Database" on page 64.

Default max Specifies the default maximum number of records displayed in 12

records displayed in a report.
a report

Default decimal Specifies the default decimal places in reports. 2

places

Default donut value Specifies the default donut value for pie charts. 35
for pie chart (0-90)

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Default
Attribute Description value

Discard scheduled Specifies the number of days before expired tasks are 1
tasks expired more discarded. The default value for this is one, which means if a
than (days) scheduled task has expired for more than one day, then the
task is discarded.

Max background Specifies the maximum number of background threads per 1

calculation threads process to calculate formulas defined for the report
per process generation.

Max records to Specifies the maximum number of records to process each 200
process each time time. The records to be processed are used for time duration.

Max report- Specifies the maximum number of threads per process to 1

exporting threads execute export operations. The default value for this is 1 and
per process you need to add more threads when many reports or
dashboards are scheduled. When Service Manager performs
too many scheduled tasks, it requires more threads to
perform different tasks at the same time. Allowing too many
threads per process could also have an impact on system
performance.

Max report- Specifies the maximum number of threads per process to 1

preparing threads prepare reports or dashboards data. The default value for this
per process is 1 and you need to add more threads when many reports or
dashboards are scheduled. When Service Manager performs
too many scheduled tasks, it requires more threads to
perform different tasks at the same time. Allowing too many
threads per process could also have an impact on system
performance.

Max reports per Specifies the maximum number of reports allowed in a single 8
dashboard dashboard.

Max Specifies the maximum number of reports and dashboards 5

reports/dashboards allowed in each scheduled task. This number controls the
per schedule task attachments in an email.

Report Specifies the interval to clean up the report performance log. 365
performance log
clean up interval
(days)

Time threshold for Specifies the time threshold for report generation in 500
report generation Production Database in milliseconds. Service Manager
in Production monitors the time spent on report generation and provides the

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Default
Attribute Description value

Database information in the report performance log. If the actual time

(milliseconds) spent on generating a report exceeds this time threshold, this
report is displayed as a slow report on the Report Running
Status dashboard. For more information about how to handle
the slow reports, see "Report running status " on page 60.

Time threshold for Specifies the time threshold for report generation in the 500
report generation Replicated Database in milliseconds. Service Manager
in Replicated monitors the time spent on report generation and provides the
Database information in the report performance log. If the actual time
(milliseconds) spent on generating a report exceeds this time threshold, this
report is displayed as a slow report on the Report Running
Status dashboard. For more information about how to handle
the slow reports, see "Report running status " on page 60.

Location for Specifies the location for the exported reports or dashboards. None
exported reports When a scheduled report is exported to the file server only,
Service Manager will terminate the schedule task if no location
is specified.

 3. Click Save.

Enable Replicated Database

Generating the reports from the server will consume additional system resources (memory and CPU).
Service Manager provides the database replication to preserve Production Database performance.

Before you enable Replicated Database for Service Manager Reports, prepare a database with the
same database type and version as the Production Database. For example, if your Service Manager uses
an SQL database, the replicated database should be an SQL database of the same version. Perform
database synchronization periodically by using the standard database synchronization mechanism.

To enable Replicated Database, follow these steps:

 1. Open the sm.ini file. By default, the file is located on the Service Manager server in the C:\Program
Files (x86)\HP\HP Service Manager 9.40\Server\RUN folder.

 2. Add the Replicated Database parameter and value to the file. For example:

[your database type_replicate]

sqldb:sm940db

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sqllogin:username/password

dashboardonreplicatedb

Note: The three parameter lines of Replicated Database should be in one block in the sm.ini
file.

 3. Save the sm.ini file.

Enable query cache

For system performance consideration, Service Manager enables the query cache by default. When the
query cache is enabled, Service Manager creates a cache table in the Production Database to save
query results and the query SQL. Both the queries against the Production Database and Replicated
Database are all saved in the cache table

Note: When the query result is expired or you refresh the report or dashboard, Service Manager will
retrieve the data by executing the query from the Production Database or Replicated Database
again.

To enable the query cache, follow these steps:

 1. Open the sm.ini file. By default, the file is located on the Service Manager server in the C:\Program
Files (x86)\HP\HP Service Manager 9.40\Server\RUN folder.

 2. Enter the query cache parameters and values in the file. Service Manager enables query cache by
default and the default values for the parameters are shown as follows:

dashboardquerycache_enable:1

dashboardquerycache_dbtime:100

dashboardquerycache_expire:10

 3. Save the sm.ini file.

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 Report descriptions and usage
Some of the out-of-box (OOB) reports are listed here to provide users with realistic examples of
business reports requirements. All reports listed here can be executed on an out-of-box Service
Manager system. The reports are intended to be used as a starting point for the development of more
detailed, customer-specific reports.

Incident Management reports

Chart
Report name Report description type

Open Incidents Assigned to This report provides the number of all open incidents that Number
Me - Breached within 3 are assigned to the user and will be breached within three
Days days.

Incidents Assigned to Me This report enables the user to review the number of open Pie
by Priority incidents that are assigned to the user, sorted by priority.

Open Incidents Assigned to This report enables the user to review the number of open Stacked
My Groups by Assignee and incidents that are assigned to the user's groups, sorted by horizontal
Status assignee and then by status. bar

Open Incidents without This report enables the user to review the number of open Pie
Assignee Assigned to My incidents without assignee information that are assigned
Groups to the user's groups, sorted by priority.

Top 5 Affected Services This report enables the user to review the top five affected Vertical
with Open Incidents services that have open incidents assigned to the user's bar
assigned to My Groups groups.

Open Incidents Assigned to This report enables the user to review all open incidents Title list
My Groups - Breached that are assigned to the user's groups and will be breached
within 3 Days within three days.

High Priority Incidents This report enables the user to review all the high priority Title list
Open longer than 7 Days incidents that were opened more than seven days ago.

Incidents Opened within This report enables the user to review all incidents opened Line
This Half Year by Month in each month within this half of the year.

Incidents Closed within This report enables the user to review all incidents closed Line
This Half Year by Month in each month within this half of the year.

Incident Backlog This report provides the number of all incidents that are Number
not resolved yet.

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Chart
Report name Report description type

Open incidents Group by This report enables the user to review all open incidents, Stacked
category and Area sorted by category and then by area. vertical
bar

Incidents Distribution on This report enables the user to review the distribution over Horizontal
Affected Services - Opened the affected services of incidents opened within this half bar
within This Half Year of the year.

Closed Incidents meeting This report enables the user to review all the closed Area
SLA Target By Closed incidents that meet SLA target, sorted by their closed
Month month.

Open Incidents Breached This report provides the number of all the open incidents Number
Today that will be breached today.

Open Incidents Breached This report enables the user to review the number of all Stacked
Already by Status and open incidents that have been breached already, sorted by vertical
Priority status and then by priority. bar

Major Open Incidents by This report enables the user to review the number of all Horizontal
Service and Assignment major open incidents, sorted by the affected services and bar
Group then by the assignment group.

Incident Backlog Analysis This report enables the user to review incident backlog Pivot
by Category and Opened analysis, sorted by category and then by the opened time. Table
Time

Incident Backlog by Priority This report enables the user to review incident backlog, Pie
sorted by priority.

Closed Incidents Assigned This report enables the user to review the list of closed Standard
to My Groups incidents assigned to the user's groups. list

Closed Incidents Assigned This report enables the user to review closed incidents Pie
to My Groups by Priority assigned to the user's groups, sorted by priority.

Closed Incidents Assigned This report enables the user to review closed incidents Pie
to Me by Priority assigned to the user, sorted by priority.

Change Management reports

Chart
Report name Report description type

Open Changes Assigned This report enables the user to review the number of open Stacked
to My Groups by Service changes that are assigned to the user's groups, sorted by vertical

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Chart
Report name Report description type

and Phase service and then by phase. bar

Open Changes Assigned This report enables the user to review the number of open Vertical
to Me by Scheduled changes assigned to the user, sorted by the scheduled bar
Implementation Start implementation start date.
Date

Open Changes Assigned This report enables the user to review the number of open Pie
to My Groups without changes assigned to the user's groups without the assignee
Assignee by Priority information, sorted by priority.

Open Changes Assigned This report enables the user to review the number of open Stacked
to My Groups by Phase changes assigned to the user's groups, sorted by phase and vertical
and Priority then by priority. bar

Changes Closed Today by This report provides the number of changes that are closed Number
Me today and closed by the user.

Changes Assigned to Me This report provides the number of changes that are assigned Number
and Opened Today to the user and opened today.

Changes Closed by Month This report enables the user to review the trend of changes Line
within This Half Year closed in each month within this half of the year.

Changes Opened by This report enables the user to review the trend of changes Line
Month within This Half opened in each month within this half of the year.
Year

Number of Successful This report enables the user to review the trend of the number Line
Changes by Closed Month of successful changes, sorted by their closed month.

Emergency Changes by This report enables the user to review the trend of emergency Line
Opened Month changes, sorted by their opened month.

Failed Changes within This report enables the user to review the list of all failed Title list
This Half Year changes within this half of the year.

Overdue Changes This report enables the user to review the list of all change Title list
requests that have attained an overdue escalation value.

Changes Open longer This report provides the number of all change requests that Number
than 1 Week have stayed open for longer than one week.

Closed Changes Analysis This report enables the user to review the pivot table of closed Pivot
changes analysis, sorted by the completion code, the affected table
services, the open date, and the closed date.

Changes Opened within This report enables the user to review the changes opened Stacked
This Half Year by Month within this half of the year, sorted by month and then by vertical
and Category category. bar

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Report descriptions and usage

Chart
Report name Report description type

Parallel Changes to This report enables the user to review parallel changes to the Vertical
Involved CIs within the involved CIs within the last seven days. bar
Last 7 Days

Open Changes by This report enables the user to review the number of open Pie
Assignment Group changes, sorted by the assignment group.

Changes Opened within This report enables the user to review the changes opened Stacked
This Half Year by within this half of the year, sorted by category and then by vertical
Category and Status status. bar

Changes Awaiting This report provides the number of all the changes that are Number
Approval awaiting approval.

Changes Scheduled for This report provides an overview of changes that are Title list
This Week scheduled for this week.

Critical Open Changes This report enables the user to review all open change Title list
requests that have critical priority.

Problem Management reports

Chart
Report Title Report Description type

Open Problems Assigned This report enables the user to review the number of open Pie
to Me by Priority problems assigned to the user, sorted by priority.

Open Problems Assigned This report enables the user to review the number of open Pie
to My Groups by problems assigned to the user's groups, sorted by the
Assignee assignee.

Open Problem Tickets This report enables the user to review the number of open Horizontal
Owned by Me by problem tickets owned by the user, sorted by subcategory. bar
Subcategory

Total Count of Open This report provides the number of open problem tickets Number
Problem Tickets Owned owned by the user.
by Me

Open Problems Assigned This report enables the user to review the number of open Number
to My Groups without problems assigned to the user's groups without the assignee
Assignee information.

Open Problems Assigned This report enables the user to review the number of open Horizontal
to My Groups without problems assigned to the user's groups without the assignee bar

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Chart
Report Title Report Description type

Assignee by Service information, sorted by the affected service.

Open Problems by This report enables the user to review the number of open Vertical
Subcategory problems, sorted by subcategory. bar

Open Problems by This report enables the user to review the number of open Vertical
Service problems, sorted by service. bar

Problems Open by Month This report enables the user to review the trend of problems Area
within This Half Year by open in each month within this half of the year, sorted by
Priority priority.

Problems Closed by This report enables the user to review the trend of problems Line
Month Within This Half closed in each month within this half of year, sorted by
Year by Priority priority.

Open Problems by This report enables the user to review the number of open Pie
Priority problems, sorted by priority.

Open Problems by This report enables the user to review the number of open Vertical
Assignment Groups problems, sorted by the assignment group. bar

Problem Backlog This report provides the number of all open problems. Number

Deferred Problems This report enables the user to review all deferred problems Title list
with the problem ID, the title, and the service information.

Service Desk reports

Chart
Report name Report description type

All Interactions Pending This report provides the total number of all interactions Number
My Approval pending on the user's approval.

Open Interactions This report enables the user to review all open interactions Pie
Assigned to Me by assigned to the user, sorted by priority.
Priority

Open Interactions This report enables the user to review all open interactions Title list
Assigned to Me - that are assigned to the user that will be breached within one
Breached within 1 Day day.

Open Interactions This report enables the user to review the interaction Pie
Assigned to Me by distribution chart for all open interactions assigned to the
Category user, sorted by category.

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Chart
Report name Report description type

Interaction Backlog This report provides the number of all open interactions. Number

Interaction Backlog This report enables the user to review the number of all open Stacked
Analysis by Category and interactions, sorted by category and then by subcategory. vertical
Subcategory bar

Fulfilled and Aborted This report enables the user to review the number of all Vertical
Interactions Within This fulfilled and aborted interactions within this half of the year. bar
Half Year

Open Interactions within This report enables the user to review the number of all Pie
This Half Year by Status interactions open within this half of the year, sorted by status.

Open Interactions by This report enables the user to review the number of all open Pie
Priority interactions, sorted by priority.

Breached Interactions by This report enables the user to review the number of all Title list
Category and breached interactions, sorted by category and then by
Subcategory subcategory.

Interactions Breached This report enables the user to review all interactions that will Title list
within 1 Day be breached within one day.

Interactions Awaiting This report enables the user to review all interactions that Title list
Approval await for approval.

Open Interactions This report enables the user to review the list of all open Standard
Assigned to My Groups interactions assigned to the user's groups. list

Closed Interactions This report enables the user to review the list of all closed Standard
Assigned to My Groups interactions assigned to the user's groups. list

Open Interactions This report enables the user to review all open interactions Pie
Assigned to My Groups by assigned to the user's groups, sorted by priority.
Priority

Closed Interactions This report enables the user to review all closed interactions Pie
Assigned to My Groups by assigned to the user's groups, sorted by priority.
Priority

Closed Interactions by This report enables the user to review all closed interactions, Vertical
Assignment Group sorted by the assignment group. bar

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Request Fulfillment reports

Chart
Report name Report description type

Requests Awaiting This report enables the user to review the requests that are Number
Approval waiting for approval.

Open Request by Phase This report enables the user to review the number of opened Pie
requests, sorted by phase.

Request Backlog This report enables the user to review the number of all open Number
requests.

Requests Created by This report enables the user to review the trend of requests Line
Month within This Half created in each month within this half of the year.
Year

Total cost of Open This report enables the user to review the trend of the total Vertical
Request by Month cost of open requests in each month. bar

Unassigned Requests by This report enables the user to review unassigned requests, Pie
Priority sorted by priority.

Configuration Item reports

Report
Report Title Report Description Type

Total Count of CIs This report enables the user to review all the CIs related to other CIs. Number

CIs by Location This report enables the user to review all the CIs, sorted by the Pie
location.

CIs by Service This report enables the user to review all the CIs, sorted by the service Pie
Provider provider.

Count of CIs This report enables the user to review the number of CIs that are Pie
related to related to one or more IT services as a percentage of the total number
Services of registered CIs that can be related to IT services.

CI Changes within This report enables the user to review CI changes within the last seven Vertical
the Last 7 Days days. bar

CIs without Owner This report provides the number of CIs without an owner. Number

CIs Related to This report enables the user to review all CIs that are currently related Vertical

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Report
Report Title Report Description Type

Change to an open change. bar

Configuration This report enables the user to view all the configuration items within Vertical
Item Summary by their organization, sorted by type and then by status. bar
Type and Status

Knowledge Management reports

Report
Report Title Report Description Type

Number of Articles Awaiting This report enables the user to review the number of the Number
Review articles that are waiting for review.

Number of Articles Retired This report enables the user to review the number of the Number
articles that get retired.

Number of Externally This report enables the user to review the number of the Number
Published Documents externally published documents.

Number of Internally This report enables the user to review the number of the Number
Published Documents internally published documents.

Number of Articles Created This report enables the user to review the number of the Stacked
by Month within This Half articles created in each month within this half of the year. vertical
Year bar

Document Usage by Article This report enables the user to review the document Horizontal
usage statistics, sorted by each article. bar

Document Usage This report enables the user to review the document Standard
usage list. list

License reports
Report
Report Title Report Description Type

High Water Mark of Module This report enables the user to review the high water Vertical
License Usage by Module and mark of module license usage, sorted by module and bar
by Day then by day.

License Statistics within the This report enables the user to review the license Vertical
Last 3 Days statistics within the last three days. bar

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Report
Report Title Report Description Type

License Usage Details This report enables the user to review the license usage Standard
details. list

SLA reports
Report
Report Title Report Description Type

Response SLO Metrics This This report enables the user to review the target response Stacked
Year_Base Monitoring SLA metrics for the ten lowest performing Service Level horizontal
for IT Services Agreements (SLAs) in the specified month. bar

Availability-Summary_Base This report enables the user to review the target response Vertical
Monitoring SLA for IT and availability metrics for a single Service Level bar
Aervices_Duration Met % Agreement (SLA) within a given month.

Availability-Summary_Base This report enables the user to review the target response Vertical
Monitoring SLA for IT and availability metrics for a single Service Level bar
Services_Total Outages Agreement (SLA) within a given month.

Availability-Summary_Base This report enables the user to review the target response Vertical
Monitoring SLA for IT and availability metrics for a single Service Level bar
Services_Availability % Agreement (SLA) within a given month.

Time duration and calculation reports

Report
Report Title Report Description Type

Incident In/Out This report enables the user to review open and closed incidents by Line
quarters in one year. It calculates the numerical difference of the
open and closed Incidents in each quarter of the past year.

Average Incident This report enables the user to review the average Incident handling Line
handling time for time in each month during the past year.
last year by
month

Average incidents This report enables the user to review the average Incident handling Line
handling time per time per assignment group by using the processed time duration
assignment group data.

Incident handling This report enables the user to review SLA breaches, which may be Stacked

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Report
Report Title Report Description Type

time per caused by OLA breaches. The Incident handling time data in this Horizontal
assignment group report is stacked by the assignment group and shows how much bar
for breached time a groupis spending on that record.
tickets

Total outage This report enables the user to review the total outage duration in Horizontal
duration caused hours caused by Incidents, sorted by the affected service during this bar
by Incidents per month.
Service this
month

Success change This report enables the user to review the success change rate, Vertical
rate by Service sorted by Service. bar

Weekly success This report enables the user to review the weekly success change Line
change rate rate.

Standard change This report enables the user to review the standard change rate Number
rate this week during this week.

Weekly This report enables the user to review the weekly automated Line
automated change rate trend.
change rate trend

Weekly standard This report enables the user to review the weekly standard change Line
change rate trend rate trend.

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