Symantec® ServiceDesk Customization Guide 7.0
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4. The left pane of the report design screen is the Data List. The Data List represents
data available to include in the report. As you select data items, the table will
display on the right hand pane under Columns. Under the Data List select the
following options:
Process Management - Add Processes to Report
Process Management - Include Process Actions
Process Management - Not Completed
Incident Management - Add Incident Management to Report
Incident Management - Add Custom Incident Data (leave additional filter
criteria blank by clicking OK )
Incident Management - Add Custom Incident Data ( leave additional filter
criteria blank by selecting OK )
Process Contacts - Add Process Contacts to Report
Process Contacts - Primary Contact (leave additional filtering blank by selecting
OK)
User - Add Users to Report
5. From the Columns List (right pane), select the following columns to display on your
report:
User Table - First Name
User Table - Last Name
User Table - Primary Email
Process - Status
Incident - Description
Incident - ID
Incident - Priority
6. The middle pane is intended to show a preview of returned data, not all of the data
that will be returned by the report.
7. Adjust your report by using the arrows on columns displayed in middle pane or by
using the arrows next to the column labels in the column list on the right pane. You
can also adjust the column width by using the sliding width function on the column.
8. Use the Options tab on the Data list to further customize your report. Select Group
By = Respond Type (if available in your image otherwise select Priority) and Sort
By= Priority.
9. Select the Description tab and create a description for your report: A list of all
resolved incidents listed by respond type.
10. Select the Permissions tab and select the Add New Permissions button.
11. Search for and add Support I as a group that can view and edit this report.
12. Generate the report.
13. To make this report a chart rather than a graph, simply select the Chart option in
the middle pane. From here you can select what type of chart you would like use
along with other attributes. The view last selected for the report, chart or grid, will
be the view for the report when run in ServiceDesk.
