With the Ticket Details app, you can get detailed information about the progression of your ITSM tickets over the specified time period. 

Configuration Parameters

  • Query: Use the query to select the entities that you wish to include in the report.
    • Default query: The default query {status IN (“Open”, “New”) AND createdTime >= “-7d”} will be populated by default when opens Ticket Details app. User can be able to modify/delete the default query and run his specific query.
    • Using an OpsQL query, you can customize the report result. If users did not select any time related attributes, then we append “createdTime” attribute in the query string.

      For example: If a user only selects the internalId attribute, the query will automatically append createdTime >= “-7d”
      The query will look like as below:
      (internalId = xxxxxx) AND createdTime >= “-7d”
  • Client Selection: You can select a single client/ All clients from the dropdown list. Only selected client data will get into the report.
  • Attributes Selection: Specify the attributes of the selected entities that you wish to include as columns in the report.
    • Default attributes: The default attributes (Id, Subject, status, priority, ticketType etc.) will be populated by default. User can modify/delete the default attributes and select his required attributes to view in the report.
      You can select max 20 attributes at once.
    • Only selected attributes related data will be included in the report. If no attributes are selected, the default attributes data will be included in the report.
    • You can customize the default attributes selection order by using the drag and drop functionality.
  • Supported Format: Reports are generated only in XLSX format.

Reports Output

Once the report is generated, it will consist of the following sections:

  • Summary: This section provides the configuration details.
  • Details: This section provides detailed information about your ITSM tickets.
  • Glossary: This section contains detailed information about each section present in the report tab, helping you to understand the generated data better.

Sample of reports in XLSX format:

Reporting apps

Next Steps

Refer to the Installation documentation on how to install and configure the apps.