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

Recent Report Additions

The following template reports were added to the existing report template list for the new SupportDesk v6.72 release:

• Incidents with failed SLA by Specialist (table & chart)
• Incidents with failed SLA by Category (table & chart)
• SLA Response and Resolution Times (table & chart)
• Incident Response and Resolution Summary (table & chart)
• Incident Response and Resolution Summary (table)
• SLA Response and Resolution Summary (table & chart)
• SLA Response and Resolution Summary (table)
• SLA Summary (table)
• CI group Summary (table & chart)
• CI Category Summary (table & chart)
• CI logged resolved and active (table & chart)
• SLA Exception summary report (table)
• SLA Exception report (table)
• SLA Response Exception report (table)
• SLA Avg Response Resolution report (table)
• Incidents by priority and status (table & chart)
• Incidents by group and priority (table & chart)
• Incidents aged by group (table & chart)
• Incidents aged by priority (table & chart)
• Incidents aged by status (table & chart)
• Incidents logged or resolved Daily(table & chart)
• Incidents logged or resolved Monthly (table & chart)
• Incidents not responded to (table & chart)
• Incident statistics (table)
• Category overview (table & chart)
• Incident reassignments (table)
• Incidents logged and resolved (table)
• Incidents per group (table)
• Incident timings (table)