Reports

Pandora ITSM encompasses the types of reports from different areas in a single place and incorporates a report manager that allows creating templates for them quickly and an automated manager for sending them by email (if necessary).

It also offers a Dashboards manager to graphically create and summarize the most important information from different topics, and each user will even be able to choose a dashboard in a customized manner.

• People management and time reports.
• Incidence support management reports.
• Project management reports.
• If an immediate report from any of the previous areas is needed directly from the database, the SQL Reports can be used for this (some minimum technical knowledge is required, in case you need help please visit this link).

In this list, you can filter by keyword in the text box and the Search button. For a new Dashboard, it presents the Create button.

Each listed Dashboard has two buttons in the Actions column to edit its name and group (Update option) and delete (Delete option) each corresponding dashboard.

By clicking on each Dashboard name, you can edit its content, essentially adding and/or removing widgets. When installing Pandora ITSM, a Default dashboard is included with each of the available widgets and serves as a demonstration of the useful PITSM features.

The editing process of these two data of a Dashboard is similar to the creation process and is accessed by pressing the corresponding Update button in the dashboard list.

By clicking on the name of the dashboard to edit in the start list, you will be able to add widgets and configure each of them.

To start editing, activate the slider button, last on the right:

An icon with a plus sign (Add cell) will appear with which you can add a cell that will contain a widget. In each added widget (New widget), you can assign the desired widget type using the Add widget button.

Each added widget can be configured by pressing the gear icon , or it can be deleted with the trash can icon , both located in the upper right corner.

You can move (“drag and drop”) each widget on its window title using the mouse and modify its size by placing the pointer on the edges until it changes and shows one or two arrows, and then drag and drop that edge (or corner) until the desired size is achieved.

It allows adding a fully functional link to open in the same window or in a new tab.

When adding the URL, it must start with http:// or https://, otherwise it will open as an internal link (PITSM web console). You must also choose an image, both fields are necessary for the widget to work.

The other elements are optional and offer adding text to the link, title, font, colors, etc.

It presents a complete rich text editor (tables, links, images, lists, etc.) to embed even entire documents in the Dashboard. For all this, it has an integrated menu where you can consult its help, including the predefined keyboard shortcuts in this object.

By default, it presents a welcome message; when the text and/or images to be shown in the widget are added, this notice and its added image will be completely deleted.

When internal links (with labels and allusive icons) to the PITSM web console itself are needed, the Predefined links widget is used:

• KB: Link to the knowledge base.
• Downloads: support and downloads.
• Create ticket: Ticketing and support.
• Wiki: Pandora ITSM Wiki.
• Time tracker: Time management, activity log.
• My tickets: Link to filter and view the user's own tickets.

It allows adding a search box by keyword in the following areas, all optional (at least one must be selected):

• Knowledge base.
• Wiki.
• Tickets.
• Projects.
• People.
• Contacts.
• Contracts.
• Companies.
• Invoices.
• Leads.

Through previously saved filters, an indicative activity graph can be shown on one or more calendars:

It presents a graph with the open and closed tickets choosing a previously saved filter and with a customizable data refresh rate.

Choosing a saved filter allows viewing a pie chart with the percentage of successful and failed SLA.

With a custom saved filter, the tickets are selected and grouped according to their priority:

They can also be grouped by ticket status, show general statistics, or group by ticket types.

It shows a list of tickets with a default pagination of 5 elements, allowing the choice of fields to display and their order. To obtain the information, a saved filter is chosen with a time period to keep the information updated in real-time.

For the first page, there is an editor that allows adding images, links, formatting the text, and configuring the margins, and the following macros can be used:

• _fullname_ will replace the name of the user who generates the report, who requests it.
• _date_ will show the date the report is generated.
• _time_ will show the time the report is generated.
• _reportname_ to replace with the report name.

These macros are also applicable to the header, and in addition, the header logo can be customized. Each of these three elements—cover, header, and footer—can be disabled.

Optionally, it is recommended that the scheduled report belongs to a company so that the users belonging to that company can view and edit said scheduled report.

Depending on the chosen report type, the same filtering mechanisms of each report type will be presented, except for Custom SQL, which will only show the created SQL reports.

As many schedules as needed can be created.

Through the menu Reports → Report manager → Report library, the generated reports can be accessed and searched by report type and/or report name.

Pandora ITSM includes a functionality that allows clocking in. Users can log the start of work activity, the breaks they take during their workday, specify whether they are remote or at the workplace, and vacation management can also be handled.

Reports on the previous aspects can be scheduled weekly or monthly through the Report manager.

There must be at least one daily record for the report to be displayed; this way, the rest of the records will be shown empty.

You can filter by user or group and include a specific time period (start and end) or with only a start date or an end date.

By default, the Show vacation report option is selected (drop-down list in Report). If the option to show the work unit report is used (Show work unit report option), you will obtain, in addition to vacations, a total of unjustified days and justified unworked days (illness).

You can only go forward or backward by month, having the option to go to the current date using the Today button.

This report can only be viewed on screen.

• Project activity and percentage.
• Graphical ticket report.
• Graphical ticket report by group.
• Graphical ticket report by creator group.
• Tabular ticket report (if Show only summary is disabled, that is the default value).
• Summary with the number of tickets and total time worked.

In the report column, for each user, it presents a button that, when pressed, leads to a dialog box where the work units performed by that user can be edited, one by one or massively.

Each of the task work units, individually and according to the user privileges, can be deleted, edited, or even locked to prevent the described actions.

Options:

• Project
• Role and task
• Role and task (details)

You can select by user, and time period, the roles (Role) and tasks (Task) of the projects (Project), for each of them, with a corresponding summary of hours and costs. For this option, the tasks will be grouped by user and project.

On the contrary, the other two options will report for each user and task, keeping the columns for descriptions and total tickets, hours, and costs.

Both on screen and with the Export button, the data will be presented in a spreadsheet format.

It is a report that, with its default values established, will never return any data, therefore its way of working must be taken into account:

• The main filtering is by company.
• To access the filtering interface, press the key combination Ctrl+f (lowercase letter f).
• The start day of the week will be the one established in the General configuration (Monday by default).

The report consists of two parts: statistical information with graphs, Show statistics, and tabular ticket information, Show list (one option, or both, must be selected to display results). For the tabular information, the necessary report fields can be selected in the Issue fields section without affecting the graphical part.

The report contains eight general pie charts with some groupings with the top values (Top-N): tickets with the highest activity, most active customers, by operator, open, closed, etc.

Lists and trend graphs:

Depending on the privileges of the user requesting the report, you will be able to see and/or edit less or more information and options.

An incident must be selected; to do this, you must type at least two letters in the Select issues field and press the Report button to get the basic data of the selected ticket.

Additionally, more information can be requested by activating one or more of the following options:

• Stats: It is the most important option because it allows obtaining general time statistics, time statistics of the Work units, graph with user activity, and statistics by status, group, owner user, and company.
  
• Tracking: Shows in detail the changes made to the selected ticket and with the possibility of filtering by the user requesting the report.
  
• Files: Lists the attached files of the selected incident.
• Work Units: Shows the Work Units with the option to edit the time used in each one.
  

It allows being filtered by creation and closing date, ticket creator, and company.

It supports filtering by creator, company, and group.

• Company: Company filter, it is mandatory.
• Users: Users, multiple option, allows selecting one or more users from the selected company. By default it selects them all after the Report button is pressed.
• Show section state: It will show a table of ticket statuses grouped monthly and for each of the selected users.
• Show section type tickets: It will show a table of ticket types grouped monthly and for each of the selected users.
• Show section total: To view the globalized total of incidents.
• Created from Pandora FMS (Created from Pandora FMS): This filter allows separating the report by incidents created from PFMS or from PITSM (it will only be useful for customers who have a PFMS associated with PITSM).

Once one of the active projects has been selected, you can filter by milestones and tasks and their work units, each of them or all (default option), as well as by start or end date, for all people involved or a specific one.

In the case of Related company, it is marked as any by default. In case of selecting a company, keep in mind that if the project or task has a related organization or contract, the project or task cannot be related to an organization or contract.

• Show project option:

It shows all the basic project information, the people involved with a summary of the work done by them, and a cost summary. It presents graphs of the task distribution percentage, workload graph, and project activity graph, as well as a summary of all project tasks. For this option, no filtering of elements is necessary.

• Show task activity option:

According to the tasks selected in the list (can also be filtered by start and end date and/or milestones), for each of them, it will show a summary of hours worked, costs and their estimates, as well as graphs with work distribution by people and task activity for all involved people.

• Show task work unit option:

According to the tasks selected in the Tasks list (can also be filtered by start and end date and/or milestones), for each of them, it will show the date, duration, involved person or people, and the description of each of the work units of each task.

• Show in table option:

It shows in tabular form, according to filtering by start date, end date, or milestone, of all the people involved (or a specific one).

• Text string that will search for matches in the project name and description (text field in String to match in name or description of project).
• Project owner (text field in Owner project).
• Involved person(s) (text field in People involved).
• Date (text field in Date and placing start in From and end of period in To).
• Project group (list in Project group).
• Included archived project: View archived projects, by default no.

With the filters set, when pressing the Report button, a list with the following information will be displayed:

• Id: Project identifier number.
• Group: Project group.
• Name: Project name.
• Owner: Project owner (Manager).
• People involved: People involved in the project.
• Progress Task: Total of completed tasks and progress percentage.

When selecting a particular project and pressing the view report button, the filtering options by milestones will be activated.

In the case of Related company, it is marked as any by default. In case of selecting any company, keep in mind that if the project or task has a related organization or contract, the project or task cannot be related to an organization or contract. Having selected a company, the list in Related contract/s will be updated with the corresponding contracts, and you can choose the necessary ones for the report.

A simple query is to list the registered companies in order according to their country of origin:

SELECT id, name, country FROM tcompany ORDER BY country;

Once created, other users with access to the reports (and to the group) will be able to view and/or export them.

When clicking on the corresponding icon of each element in the View column, the requested list will be displayed in full screen:

The field names can be customized:

SELECT 
  id AS `Identification number`,
  name AS Name,
  country AS `Country origin`
  FROM tcompany ORDER BY country;

DELETE, DROP, ALTER, TRUNCATE, CREATE, UPDATE, INSERT INTO, EXEC, MERGE

Basic tips:

• In report templates, an element can be created for each custom SQL report by substituting the _reportname_ macro (which will always indicate the legend Custom SQL report) with the real name of the report and inserting the appropriate custom images.
• By default, when creating an SQL report, it is automatically assigned the None group; it is always recommended to assign a specific group to each new report.

Advanced tips:

• To know and have at hand the real names of the tables and their respective fields, you can create separate reports with the names and queries:
  SHOW TABLES; and DESCRIBE <table_name>;
  This avoids direct access and the creation and maintenance of users in the database, that is, the ACL is handled through PITSM.

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