Reports

Pandora ITSM encompasses report types from different areas in one place and incorporates a report manager that allows you to create templates for them quickly and an automated manager for sending them by e-mail (if necessary).

It also offers a dashboard manager to create and summarize graphically the most important information of different topics and even each user will be able to choose a custom dashboard.

• People management and time reports.
• Support management on incidents.
• Project management reports.
• If a report from any of the above areas is needed immediately directly from the database, SQL reports may be used for this (some minimum technical knowledge is required, in case you need help please visit this link).

Dashboards allow to have at a glance the information considered most important when logging into Pandora ITSM. They may be customized for each user, creating different dashboards for each one of them.

In this list you may filter by keyword in the text box and Search button. For a new Dashboard click Create.

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

Clicking on each Dashboard name will allow you to edit its contents, essentially adding and/or removing widgets. When installing Pandora ITSM, a Default dashboard is included with each of the widgets / available and works as a demonstration of the useful features of PITSM.

A name (Name field) must be specified, this name must be unique in the system and without spaces before or after it. After selecting a group (Group list) click Create again. The process of editing these two Dashboard data is similar to the creation process and is accessed by clicking on the corresponding Update button in the list of dashboards.

By clicking on the name of the dashboard to be edited in the home list you may add widgets and configure each of them.

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

A plus sign icon(Add cell) will appear, with which a cell containing a widget may be added. In each widget added (New widget) you may assign the type of widget desired by means of the Add widget button.

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

You may move (“drag and drop”) each widget in its window title with the mouse and modify its size by placing the pointer on the borders until it changes and shows one or two arrows and then dragging and dropping the border (or corner) until the desired size is achieved.

It allows you to add a fully functional link that opens in the same window or in a new tab.

When adding the URL, it must begin 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.

Other elements are optional and offer to add a text to the link, title, font, colors, and so on.

It features a complete rich text editor (tables, links, images, lists, etc.) to embed even complete documents into the Dashboard. For all this it has an integrated menu in which you may check its help, including the keyboard shortcuts predefined in this item.

By default it presents a welcome message, when the text and/or images to be displayed in the widget is added, this warning and its added image will be completely removed.

When you need internal links (with label and allusive icons) to the PITSM Web Console itself, use the widget Predefined links:

• 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 display user's own tickets.

It allows you to add a keyword search box in the following areas, all of which are optional (at least one must be selected):

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

By means of previously saved filters you may display a graph indicating activity in one or several calendars:

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

Choosing a saved filter allows you to display a pie chart with the percentage of successful and failed SLAs.

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

You may also group by ticket status, display general statistics or group by ticket type.

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

With the report manager you may create templates and a report generation schedule to be stored in the system's report library and to be notified or sent by e-mail.

Templates consist of defining the report cover page, page header and footer, which uses some macros (cover and footer) to show the date and time of generation and the type of report itself. They are used to generate PDF reports and for the report scheduler.

For the first page, there is an editor that allows you to add images, links, format the text and set the margins and you may use the following macros:

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

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

A report may be scheduled to run only once, every week or every month, to be generated according to a template and stored in the system library. In addition to storage, it allows a notification, or even the report itself, to be sent by e-mail.

Optionally, it is recommended for the scheduled report to belong to a company so that users belonging to that company may view and edit the scheduled report.

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

You may create as many schedules as you need.

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

Pandora ITSM includes a feature that allows you to carry out a time tracker. Users may record the start of work activity, the breaks they take during their workday, specify whether they are remote or on-site, and a vacation management can also be kept.

Reports on the above aspects may be scheduled on a weekly or monthly basis using the Report Manager.

It allows to display in detail (daily, weekly or monthly) the activity recorded by users with the Time tracker. There are set time periods (this week, this month or the last three months) and any custom period may be requested.

There must be at least one daily record to display the report, otherwise the rest of the records will be empty.

The default vacation report option is presented and by clicking Search you will be presented with a complete list of users, total vacation days, days taken and to be taken, with the options of viewing full screen or exporting to PDF.

You may 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 you use the option to show workunits report (option Show work unit report) you will get, in addition to the vacation, a total of unjustified days and justified days not worked (sickness).

It presents, by default, a monthly view of users with approved vacations. This monthly view may be changed to weekly or even daily display (for the latter case, each user with approved vacation takes the whole day for it).

You may only go forward or backward by month, having the option to go to the current date by means of the Today button.

This report may only be displayed on the screen.

By default, it selects the current user for the last three months for all projects with ticket summaries. If there is registered activity, it will show:

• Project activity and percentage.
• Ticket graphic report.
• Graphical ticket report by group.
• Graphical ticket report by creator group.
• Report the ticket in tabular form (if Show only summary is disabled, this is the default value).
• Summary with number of tickets and total time worked.

By default it shows all users in the current month with a summary of total hours in the month and their average rating. You may filter by users as well as select the previous or next month, as the case may be.

In the report column, for each user, there is a button that, when clicked, leads to a dialog box where you may edit, individually or massively, the work units performed by that user.

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

Options:

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

You may select by user and time period project roles and tasks, for each of them, with a corresponding summary of hours and costs. For this option, tasks will be grouped by user and project.

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

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

It allows to easily visualize the weekly performance of the staff associated to a company, with the possibility of filtering by group, date and PITSM features: (Projects, Support, Changes, Time tracking). If results are found, it will also present a summary of each of the selected PITSM features.

It is a report which with its default values will never return any data, therefore its operation must be taken into account:

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

The types of reports included are mainly based on the ticketing recorded in order to be able to evaluate the quality of support from all possible angles: costs, quality, time, effort, staff profiles, customer profiles, among others.

It allows you to create detailed reports that show dozens of graphs, summaries, lists and parameters in a single PDF report. For faster parameter selection, it is recommended to use a customized search for each user as the report source.

The report consists of two sections: statistical information with graphs, Show statistics, and tabular information on tickets, Show list (one or both options must be selected to display the result). For table information, the necessary fields of the report may be selected in the Issue fields section without affecting the graphic.

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

Lists and trend graphs:

This report is specific to give all possible details of a support ticket. From general data (dates, main participants, description, details, custom fields and SLA information) as well as, optionally, work units, files, tracking and statistics. Depending on the privileges of the user requesting the report, more or less information and options may be viewed and/or edited.

You may also request further information by activating one or more of the following options:

• Stats: This is the most important option because it allows you to obtain general time statistics, work unit time statistics, user activity graphs, and statistics by status, group, owner user, and company.

• Tracking: It displays the detailed changes made to the selected ticket and filter by user requesting the report.
• Files: It lists the attached files for the selected incident.
• Work Units: It displays the Work Units with the option to edit the time used in each one.

It is a technical report that shows a list of tickets that are closed conceived to find out the impact it had on time, “dead pauses”, people involved and resolution (including customer feedback).

It may be filtered by creation and closing date, ticket creator and company.

It is a simple report in list format that groups tickets by company (which creates the ticket), number of tickets by type in a given time interval.

It supports filtering by creator, company and group.

A specific report to control the quality of the support offered, showing metrics for each operator such as time spent, average ticket resolution time, customer feedback and total tickets (filtered by company, user, status and time frame).

This option allows you to see the number of incidents created, solved and in progress, grouped by user, year and month, filtered by:

• Company: Filter company, it is required.
• Users: Users, multiple choice, allows you to select one or several users from the selected company. By default it selects all of them after the Report button is clicked.
• Show section state: It will display a table of ticket statuses grouped on a monthly basis and for each of the selected users.
• Show section type tickets: It will display a table of ticket types grouped on a monthly basis and for each of the selected users.
• Show section total: To display the global amount of incidents.
• Created From pandora (Created from Pandora FMS): This filter allows to separate the report by incidents created from PFMS or from PITSM (it will only be useful for customers who have PFMS associated to PITSM).

With the reports generated on the projects registered, it is possible to see the information in a summarized way to plan times (and costs) and also to see the evolution of the projects in time with the allocation of hours of the people who collaborate in those projects.

It quickly displays a selected project with the basic Show project option enabled by default, with options for filtering and/or adding features such as displaying tasks and their work units, even in tabular form.

Once you select one of the active projects, you may filter by milestones and tasks and their work units, each of them or all of them (default option) as well as by start or end date, for all the people involved or one in particular.

In the case of Related company, Any is checked by default. In case of selecting any company, please note that if the project or task has a related organization or contract, the project or task cannot be related to another organization or contract.

• Show project option:

It displays all basic information on the project, the people involved with a summary of the work performed by them and a summary of the cost. It presents graphs of the percentage distribution of tasks, workload graph and project activity graph as well as a summary of all project tasks. No element filtering is required for this option.

• Show task activity option:

According to the tasks selected in the list (you may also filter 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 people involved.

• Show task work unit option:

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

• Show in table option:

It displays in tabular form, filtered by start date, end date or milestone, all people involved (or one in particular).

Most commonly used filtering options:

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

With the filters set, clicking on the Report button will display a list with the following information:

• Id: Project identification number.
• Group.
• Name.
• Owner: Project owner (Manager).
• People involved.
• Progress Task.

By default, all projects started in the last month are displayed. You may refine the search by setting start and/or end dates and the completion percentage. By enabling the Show task breakdown option, each project task will be broken down.

Selecting a particular project and clicking on the view report button will activate the milestone filtering options.

For a selected project, month by month, a summary will be obtained by task and tickets (if any) with a totalisation of hours used and hours to be used in each task.

In the case of Related company, Any is checked by default. In case of selecting a company, please note that if the project or task has a related organization or contract, the project or task cannot be related to another organization or contract. Once you select a company, the list in Related contract/s will be updated with the corresponding contracts and you will be able to choose the ones needed for the report.

There is a way to create fully customized reports that return a table that can be exported to a spreadsheet or PDF: custom SQL reports.

A simple query would be to list the registered users in chronological order of each person's registration:

SELECT id_usuario, nombre_real FROM tusuario;

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

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

Basic tips:

• By default the headers of each column set the name of the database table. To improve this aspect, it is advisable to add appropriate aliases to each field, such as:

SELECT id_usuario AS ID, nombre_real AS NAME FROM tusuario;

• In report templates you may create an element for each custom SQL report by replacing the _reportname_ macro (which will always indicate the caption 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 group None, it is recommended to always assign a specific group to each new report.

Advanced tips:

• In order to know and have at hand the actual names of the tables and their corresponding fields, you may create reports with the names and queries SHOW TABLES; and DESCRIBE < table >;. This avoids direct access and user creation and maintenance in the database, i.e. the ACL is carried by PITSM.

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