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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Create and edit reports > Create ticket reports

Create ticket reports

Created by Steve.Hawkins, last modified by Anthony.Rinaldi_ret on Jul 18, 2016

Views: 65 Votes: 0 Revisions: 5
  1. In the toolbar, click Reports.
  2. Click New.
  3. In the Report Name field, enter a name used to identify the report. This name will appear in the report title.
  4. (Optional) Click the Report Group drop-down menu and select a report group. Applying a Report Group can make reports easier to find when you have many reports.
  5. Click the Report Type drop-down menu and select Ticket Report.

    The Report Details and Report Filters tabs appear. These tabs define what the report looks like and the data it contains.

  6. Click Save.

    The Report Details tab window appears.

  7. Select the type of report to create:

Create a bar chart ticket report

  1. In the Chart Type row, select Bar chart.
  2. Click the Bar Category drop-down menu and select the appropriate category for your report.
  3. Click the Bar Stack Category drop-down menu and select an option to specify the data stacked on each bar.
  4. Complete the remaining fields as required.

    Click the tooltips for more information.

  5. Click Save.
  6. (Optional) Click the Report Filters tab to add a report filter.

    Select Inclusive to include tickets with one of the selected values.

    Select Exclusive to exclude tickets with one of the selected values.

    1. Click New.
    2. The Report Filters Options appear.
    3. Click the Filter Attribute drop-down menu and select the ticket attribute that will apply to the filter.
    4. In the Filter Type row, select how the values chosen for the filter will be included or excluded from the report.
  7. Click Save.
  8. In the Report Details window, click Run Report.

    In the example below, Day of Week Opened is the bar category and Ticket Type is the bar stack category. 

Create a pie chart ticket report

  1. In the Chart Type row, select Pie Chart.
  2. In the Pie Slice Category row:
    1. Click the drop-down menu and select the appropriate category.
    2. Click the Show drop-down menu and select the appropriate number of items to appear in the pie chart.
    3. Select the Show non-zero items only check box to only display items containing one or more values.
  3. Complete the remaining fields as required.

    Click the tooltips for more information.

  4. Click Save.
  5. (Optional) Click the Report Filters tab to add a report filter.

    Select Inclusive to include tickets with one of the selected values.

    Select Exclusive to exclude tickets with one of the selected values.

    1. Click New.
    2. Click the Filter Attribute drop-down menu and specify the ticket attribute that will apply to the filter.
    3. In the Filter Type row, select how the values chosen for the filter will be included or excluded from the report.
  6. Click Save.
  7. In the Report Details tab window, click Run Report.

    The example bar chart below uses Day of Week Opened for the Pie Slice Category.

Create a table only ticket report

  1. In the Chart Type row, select Table Only.

    The Report Details tab window includes options for creating a table chart.

  2. Complete the fields as required.

    Click the tooltips for more information.

  3. (Optional) Add a report filter.
    1. Click the Report Filters tab.
    2. Complete the fields as required.
  4. Click the Report Details window
  5. Click Save to save the report.
  6. Click Run Report.

    The report appears, as shown below. 

    This report uses the following settings:

    • Row Category: Status
    • Column Category: Location Group
    • Repetition Category: Assigned Tech
    • Table Data: Tickets
 
Last modified
14:55, 18 Jul 2016

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