Reports on ticket statistics

SECURITY  Refer to Required Permission for each report

NAVIGATION  Refer to Path for each report. Note that LiveReports may be published to any report category or multiple report categories, or may not be published at all in your Autotask instance. To publish a LiveReport, refer to Publishing LiveReports.

Standard reports

Open Tickets Summary by Organization and Create Date

Required Permission	Security level access to Reports > Service Desk category. Ticket view permission.
Path	> Reports > Report Categories > Service Desk >  General section
Description	A list of open tickets created in the specified date range for the selected Organization.

Task or Ticket Summary by Organization

Required Permission	Security level access to Reports > Service Desk category Ticket view permission. Reports respect ticket security. Permission to view a ticket is required for it to be included in a report. Refer to Service Desk security settings.
Path	> Reports > Report Categories > Service Desk >  General section
Description	A list of tickets for a selected organization or all organizations, with multiple filtering and display options. Click links to open Ticket and Organization pages.

Ticket Activity by Ticket Create Date

Required Permission	Security level access to Reports > Service Desk category. Reports respect ticket security. Permission to view a ticket is required for it to be included in a report. Refer to Service Desk security settings.
Path	> Reports > Report Categories > Service Desk >  General section
Description	Ticket activity for tickets created in a selected date range, for a selected organization. The results can be filtered by ticket status.

Ticket Details by Create Date

Required Permission	Security level permission to access Reports > Service Desk category, and Ticket view permission. Reports respect ticket security. Permission to view a ticket is required for it to be included in a report. Refer to Service Desk security settings.
Path	> Reports > Report Categories > Service Desk >  General section
Description	Old title: Ticket Detail by Date. Work performed and notes added for tickets created in the specified date range.

Ticket Monitor by Queue

Required Permission	Security level access to Reports > Service Desk category Ticket view permission. Reports respect ticket security. Permission to view a ticket is required for it to be included in a report. Refer to Service Desk security settings.
Path	> Reports > Report Categories > Service Desk >  General section
Description	Various ticket metrics, sorted by queue. This report helps to understand how queues are coping with ticket volume.

Ticket Monitor by Resource

Required Permission	Security level access to Reports > Service Desk category and Ticket view permission. Reports respect ticket security. Permission to view a ticket is required for it to be included in a report. Refer to Service Desk security settings.
Path	> Reports > Report Categories > Service Desk >  General section
Description	Various ticket metrics, sorted by resource. This report helps to understand how resources are coping with ticket volume.

Yearly Ticket Summary by Organization by Month

Required Permission	Security level access to Reports > Service Desk category Ticket view permission. Reports respect ticket security. Permission to view a ticket is required for it to be included in a report. Refer to Service Desk security settings.
Path	> Reports > Report Categories > Service Desk >  General section
Description	Yearly total/closed ticket count by Organization, by month.

LiveReports

Open Tickets by Priority

Required Permission	Administrator or Manager security level. May be published to other security levels, departments, or resources. Reports respect ticket security. Permission to view a ticket is required for it to be included in a report. Refer to Service Desk security settings.
Path	> Reports > Report Categories > Service Desk >  LiveReports
Description	This report contains a pie chart that shows open ticket distribution by priority.

Pending and Overdue Tickets

Required Permission	Security level access to Reports > Executive category (assigned by default to Administrator or Manager security level). May be published to other security levels, departments, or resources. Reports respect ticket security. Permission to view a ticket is required for it to be included in a report. Refer to Service Desk security settings.
Path	> Reports > Report Categories > Executive >  Service Desk section
Description	This report is grouped by customer and shows ticket number link, ticket title, assigned resource, status, priority, due date, last activity date.

Ticket Count by Month

Required Permission	Administrator or Manager security level. May be published to other security levels, departments, or resources. Reports respect ticket security. Permission to view a ticket is required for it to be included in a report. Refer to Service Desk security settings.
Path	> Reports > Report Categories > Service Desk > LiveReports
Description	This summary report provides a count of tickets by month for a year. The tickets are filtered by source and detailed by priority.

Ticket Summary by Source

Required Permission	Administrator or Manager security level. May be published to other security levels, departments, or resources. Reports respect ticket security. Permission to view a ticket is required for it to be included in a report. Refer to Service Desk security settings.
Path	> Reports > Service Desk tab > LiveReports
Description	This report displays ticket details including ticket age for selected pre-defined timeframe. It can be filtered by due date, ticket status and priority.

Tickets Created Per Hour

Required Permission	Administrator or Manager security level. May be published to other security levels, departments, or resources. Reports respect ticket security. Permission to view a ticket is required for it to be included in a report. Refer to Service Desk security settings.
Path	> Reports > Report Categories > Service Desk > LiveReports
Description	This report provides a count of tickets created by hour of the day. The report is grouped by organization.

 

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