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Service Desk reporting

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Bertels
Super Collector

Service Desk reporting

Hello all,

a customer is looking for a particular report

all the service calls with the related problems in a certain status

all the service calls (sorted by status) with the related Workorders

Is this posssible, has anyone experience on this?
Which sources i will need? i think for servicecalls the view v_servicecall ?? but for relations i have no idea?

Greetings

S.
2 REPLIES
George M. Meneg
Honored Contributor

Re: Service Desk reporting

Hello,

I don't recommend using views. Built-in views have many fields that you may not need and are quite heavy.

Service relations are stored on table
ITSM_SERVICE_RELATIONS, joined on
itsm_servicecalls.ser_oid=itsm_service_relations.sre_ser_oid and with itsm_problems on itsm_problems.pro_oid=itsm_service_relations.sre_pro_oid.

Service calls and Work orders can be joined (left outer join because a service call may or may not have work orders) on itsm_servicecalls.ser_oid=itsm_workorders.ser_wor_oid
menes fhtagn
Martijn van Bem
Occasional Advisor

Re: Service Desk reporting

Hi,

We have been using the Report Manager from the Service Desk Intelligence solution by Westbury.

This solution comes with a universe for Business Objects that contains predefined object to the HP Service Desk database.

A set of "out of the box" reports is also delivered.

It is so much easier then creating everything yourself.

You can have a look here if you want :

http://www.westbury.nl/wm.cgi?id=283;ws=2

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