1. Introduction
   
   
2. Requirements
   
   
3. Important Note for Customers Upgrading
   
   
4. Installing the Web Reports Module
   
   
5. Configuration
   • Configuring the Web Reports Administration Console
   • Configuring the IIS Session Timeout
   • Configuring the Report Scheduler Service Controller
   • Configuring the SupportDesk Setup Console
   • Report Settings
   • Navigator Reports
     
     
6. Running reports from SupportDesk
   
   
7. Using the Web Reports Module
   • Logging In
   • The Main Window
     • Quick Reports View
     • User Defined Reports View
     • Report Templates View
     • Report Scheduling View
   • Adding a New User-Defined Report
   • Loading a Report
   • Exporting a Report
   • Printing a Report
     
     
8. Scheduling Reports from the Web Reporting Module
   • Report Scheduling – Step by Step Instructions
     • Add Report
     • Configure Report
     • Specify Report Criteria
     • Specify Navigator (CMDB) Criteria
     • Schedule the Report
   • Editing, Deleting and Cloning Tasks
     
     
9. Scheduling Reports from the Setup Console
   
   
10. Customising the Web Reports Module
    
    
11. Modifying a Report’s SQL query
    
    
12. The Error Console
    
    
13. Crystal Reports Compatibility
    
    
14. Recent Report Additions

Important Note for Customers Upgrading

IF you are UPGRADING your installation of SupportDesk and you have made customisations then please READ the following BACKUP INSTRUCTIONS very carefully BEFORE UPGRADING.

When you install the web components of SupportDesk, i.e. the components required for Web Reporting, the Specialist Web Interface and the Self Service Portal, you will be instructed to remove the existing web component installation through Add/Remove programs.

The process of removing the web components will remove all of the standard shipping style sheets and images. If you have customized these then you MUST take a BACK UP copy BEFORE REMOVING the web components.

After the web components have been installed, the backed up copies can be restored (copied) back to their folders.

If you have made customizations elsewhere, these may not be affected however we STRONGLY RECOMMEND THAT YOU BACK UP ALL CUSTOMISATIONS MADE TO STYLESHEETS AND IMAGES FOR THE SELF SERVICE PORTAL OR THE WEB REPORTING MODULE.

Where windows authentication is being used for the Self Service Portal, the properties of SupportDesk SSP will need to be configured within Internet Information Services (IIS):

• Security tab – disable ‘allow anonymous access’
• Documents tab – add LoginNT.aspx to the default document and remove login.aspx from the list.