A general overview

ServiceDesk produces a plethora of reports.  In early 2010 we realized there was a need to comprehensively catalog and describe each of these in a single document.  This is our current state of resulting work.  At present (and though it’s the vision for it to be so), this document is not yet comprehensive.  In other words, it’s a work-in-progress, and significant further work is needed before it can claim the distinction of being a oneplace catalog/description of all ServiceDesk reports.

In the meantime, we can at minimum claim this document describes several of the major reports.  In particular, it describes (likely) most of the reports that involve analytics.

For context, many of ServiceDesk’s reports are scattered within several, contextually relevant operational venues.  None of those such scattered reports have yet had descriptions added to this document (it’s still a future project).

By contrast, there is a significant collection of reports accessed via a particular form that has no other purpose — except to be a locale from which to access that collection.  It’s called (and without any intended irony) the Reports form (accessed via shortcut F11).

A general note about reports in the Reports form is that, for virtually each, there is opportunity to export the raw, record-by-record data details on which the analytical summary figures are based.  These exports can be helpful if you wish to perform your own extended analysis or reporting, or perhaps wish solely to check the integrity of the analytical results as otherwise presented to you.  To produce those exports, after a report displays, look for an Export button in the Reports form’s bottom-right corner.

Please bear in mind there is a counterpart to this document whose design is to be a review/description of all the ex ports in ServiceDesk.  It may be found via a dedicated button in ServiceDesk’s Export Miscellaneous Data form (Shift-F3), or via this link.

Exports are distinguished from exports in that they simply output selected elements of data for you (typically via Excel file or similar).  By contrast, reports are designed to analyze data, compiling sums, ratios, making comparisons, and so on — to give you digested analytics.