Using Other Report Templates

• You can also use other non-Incident out-of-the-box Master Report Templates.
• Return to the Global tab report list view and make sure you do not have Incident in the right search box.  We want to see the full set of Master Report Templates and  not just those for Incident
• Click on the 30/60/90 Day Task Aging report title hyperlink

Create Your Version and Update Title

• We are using this report for Incidents and not tasks, so replace Tasks in the report title with Incident and add additional information to the title to indicate it is your report. In this case we added IST Billing
• Click on Save -> Insert and Stay to create your own copy of this report so you do not overwrite the Master Report Template as per slide 2.

Update Criteria

1. Change the Table to Incident

1. Change the Type to Horizontal Bar
2. Change Grouped by to Created so we can see the data grouped by how long the incident has been open
3. Make sure New, Assigned and Work in Progress are selected. You may also want to select Waiting on Customer depending on your business requirements.
4. Add filter criteria of Opened before Today. A wide-range of Opened filter is available but for simplicity this is what we are selecting for this exercise.
5. Add filter criteria for your Assignment group

1. Click on Run in the top right (not shown )

 

Bar Chart

• This will display your Incidents, grouped by when it was created, in a horizontal bar chart like shown below. You may click on the bars to get to the underlying incidents.
• Note: the IST Billing team receives billing-related exception reports as incidents so having incidents with these time frames still has them within Incident SLA tolerance for Campus Customers.
• Click on Save to save your updates to the report.