Get Started with Reports

Overview

The University of Alaska (UA) Enterprise Service Management (ESM) system has easy-to-use reporting capabilities that have features available across all three interfaces of the system. Most report creation and management is done in the TDNext interface. There are reports about time, resources, assets, tickets, projects, and other types of work. These pull real-time information from a report source, which is a data type coming from a single application. Each application is a separate report source.

The ESM system TDNext interface reporting system includes standardized reports, as well as provides a means of creating customized reports within the ticketing and analysis applications.  Custom reports enable for selecting specific data selection, and filtering to ensure the desired information is displayed within the report in both grid format and charts or graphs. Multiple reports can be grouped into a variaty of different layouts to create desktops. Multiple desktops can be created displaying different types of information. Read the Get Started with Desktops article for additional information.

Features

• Out-of-the-box, standard reports for common needs
• Build custom reports that include only what you're interested in
• Share reports with specific people or groups
• Collect different reports to build custom Desktop(s) presenting an all in one dashboard view.
• Display charts

Common Types of Reports

The following are common types of reports that apply across all portions of ESM:

• Validation/verification reports: Confirming that data meet expectations.
• Operational reports: Day-to-day information (e.g. current ticket/project backlog).
• Tactical reports: Week-to-week / month-to-month information (e.g. about how long it's taking to close tickets or projects).
• Strategic reports: Month-to-month / quarter-to-quarter information (e.g. about demand, capacity, longer-term opportunities for service improvement).

Thinking about reports (and desktops / desktop templates) in this framework can help with ensuring you are meeting your needs. Leadership groups tend to care more about tactical and strategic reports; staff tend to care more about validation and operational reports.

Where to Find Reports

Reports are available in the TDNext, TDClient, and TDAdmin interfaces.

TDNext is where all reports are created and edited, and is the most common place for viewing reports. TDAdmin provides access to all saved reports, as well as the ability to change ownership. TDClient provides report viewing access to licensed and authorized individuals.

Access Reports via the following methods:

TDNext

1. Login to ESM TDNext.
2. Click Applications menu.
3. Select the desired application (i.e. UA OIT, UAA IT, Projects, etc.)
4. Click the Reports button.
5. Select the desired report.

TDClient

1. Login to ESM Service Portal.
2. On the top navigation bar, click Saved Reports.
3. Filter and search for the desired report.

TDAdmin

1. Login to ESM TDNext.
2. Open TDAdmin.
3. In the left navigation side bar locate Saved Reports.
4. Filter and search for the desired report.

Is there any additional information I should know about?

• Create a Custom Report with Counts
• Customizing Reports
• Metrics/Key Performance Indicators (KPIs) in Ticket Reports
• On Hold Ticket Impact on Reports
• Stay Organized with Report Folders

Gotchas & Pitfalls

• The help text for each Report Source can be found on the New Report details page in TDNext.
• Sharing a report with a group of people, not only requires the visibility of the report to be set. But also, the individual(s) must have access to the application that the report resides in. This commonly becomes a gotcha when sharing reports to people who do not have Analysis application.
• A report can only be moved to another application if the destination application has the same report source. For example, reports built within the Ticket report source can be moved to any other ticketing application Ticket report source or they can be moved into the Analysis application. You should consider moving a report for two reasons: (1) to ensure the appropriate audiences can run that report, and (2) to ensure the report includes the data you need to see. For example, a report in ticketing application A would only be available to people with access to that application, and it would only report on tickets within that application.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.