In recent months, I have been publishing Pulse articles for Track-It!, reflecting the kinds of queries we are dealing with in support. I will continue to publish those around 20th of each month. Here’s a link to the last one, about new features in Track-It! version 11.2
I also wanted to publish a reasonably regular more personal blog to share tips and tricks to help customers get more from the Track-it! application. Over the next few weeks I wanted to focus on the Reporting module.
We get many customer queries describing requirements for reports that are not included Track-It!
In answering these queries we have quite a well-rehearsed response in the UK support team. These are your options;
- The data can be extracted from the grid view and then manipulated in an application such as MS Excel
- Customers can engage with our Professional Services team or a BMC Partner for a quote for some bespoke work done in Crystal Reports
- Customers with someone knowledgeable in Crystal Reports in-house can design their own reports and import them to the Reporting Module
So I’ll start off in this post by outlining the simple method of extracting data from Track-It! and creating a report in MS Excel. While I describe this as basic, it is actually quite powerful.
For my example, now we are at the start of a new year, Helpdesk managers might wish to know which of their technicians have open Work Orders remaining that were opened, for example, before 1st November 2013.
The first step for this kind of report is to query and filter the Grid View in the appropriate module (in this case Helpdesk) so that we can extract the data required to create our report. So as a starting point, I have set the Current View to the System View named “Open Work Orders”.
I have highlighted the Current View button at the top of the screen and the bar beneath the grid which displays a summary of the data selection. I can then filter my data further, in this case I want to select Work Orders logged before 1st November 2013. I click on the drop down arrow in the Date Entered column header and select “custom” from the drop down.
I am now looking at all issues entered before 1st November 2013. When I create my simple report, I will be only using the data in the ID column for my count with an Assigned Technician on each Row. So in this instance, those are the only columns I really need to export but it is unnecessary to shed those from the view before export. I can just right click somewhere in the grid, select “Export grid Contents…” and from the Export dialogue I can “Save as type” the .xls format to edit and manipulate in MS Excel. Text would serve just as well for this purpose if I wanted to create or remove some field delimiters when I import into Excel. But I am not doing anything so fancy, so the .xls format is just fine.
I open the file created in Excel and it looks much like the grid I exported it from. I click on the Insert menu and from there, select PivotTable. As mentioned, I want “Assigned Technician” as my Row Labels and ID as my Values. I may need to right click on the object in Values to access the Value Field Settings so that the values are presented as a Count rather than a Sum or Average etc.
So that’s pretty much it – here’s my report “Work Orders opened before 1st Nov 2013 by Technician;
Count of ID
Please don’t be too hard on any of my colleagues here – this was created using test data rather than our open live Incidents from customers!