Richmond SupportDesk Web Reports Module For Richmond SupportDesk v6.72. User Guide

Richmond SupportDesk Web Reports Module For Richmond SupportDesk v6.72 User Guide

Contents 1 Introduction... 4 2 Requirements... 5 3 Important Note for Customers Upgrading... 5 4 Installing the Web Reports Module... 6 5 Configuration... 8 5.1 Configuring the Web Reports Administration Console... 8 5.2 Configuring the IIS Session Timeout... 10 5.3 Configuring the Report Scheduler Service Controller... 11 5.4 Configuring the SupportDesk Setup Console... 12 5.5 Report Settings... 12 5.6 Navigator Reports... 14 6 Running reports from SupportDesk...15 7 Using the Web Reports Module...15 7.1 Logging In... 15 7.2 The Main Window... 16 7.2.1 Quick Reports View... 17 7.2.2 User Defined Reports View... 18 7.2.3 Report Templates View... 19 7.2.4 Report Scheduling View... 20 7.3 Adding a New User-Defined Report... 21 7.4 Loading a Report... 22 7.5 Exporting a Report... 23 7.6 Printing a Report... 24 8 Scheduling Reports from the Web Reporting Module...25 8.1 Report Scheduling Step by Step Instructions... 26 8.1.1 Add Report... 26 8.1.2 Configure Report... 27 8.1.3 Specify Report Criteria... 28 8.1.4 Specify Navigator (CMDB) Criteria... 29 8.1.5 Schedule the Report... 30 8.2 Editing, Deleting and Cloning Tasks... 31 9 Scheduling Reports from the Setup Console...32 10 Customising the Web Reports Module...33 11 Modifying a Report s SQL query...34 12 The Error Console...35 13 Crystal Reports Compatibility...36 14 Recent Report Additions...37 Richmond SupportDesk 6.72 Page 2 of 37

Illustrations Figure 1: Web Reports Administration... 8 Figure 2: Self Service Portal Administration... 9 Figure 3: Configuring the Report Scheduler Service Controller... 11 Figure 4: Setup Console Report Settings... 12 Figure 5: Setup Console Navigator Report Settings... 14 Figure 6: Logging in to Web Reporting via Web Browser... 15 Figure 7: Quick Reports Tab View... 17 Figure 8: User-Defined Reports Tab View... 18 Figure 9: Report Templates Tab View... 19 Figure 10: Report Scheduling Tab View... 20 Figure 11: Exporting a Report... 23 Figure 12: Printing a Report... 24 Figure 13: Modifying a Report s SQL Query... 34 Richmond SupportDesk 6.72 Page 3 of 37

1 Introduction SupportDesk s reporting functionality has been enhanced and updated to use Crystal Reports 2008. With this release the reports module now encompasses an entirely web-based user-interface, which offers the following benefits to users: Centralised Reporting & Administration Reporting functionality is now centralised removing the need to have components stored locally on a machine making administration simpler whilst saving client side resources. Improved accessibility Reports can easily be accessed via a web browser either across a local network or the internet. With web reports there is no need for the SupportDesk client to be installed to view reports. Richmond SupportDesk 6.72 Page 4 of 37

2 Requirements The reports module is an ASP.Net application therefore a web server is required for the installation and to host the main reporting module files. Users of the SupportDesk Self-Service Portal (SSP) or Web Interface will already be familiar with this setup however, for new users it is recommended that Internet Information Server (IIS) is used and that the required ASP.Net extensions (in order to allow.aspx pages to function) are installed prior to installing the reports module. 3 Important Note for Customers Upgrading IF you are UPGRADING your installation of SupportDesk and you have made customisations then please READ the following BACKUP INSTRUCTIONS very carefully BEFORE UPGRADING. When you install the web components of Richmond SupportDesk, i.e. the components required for Web Reporting, the Specialist Web Interface and the Self Service Portal, you will be instructed to remove the existing web component installation through Add/Remove programs. The process of removing the web components will remove all of the standard shipping style sheets and images. If you have customized these then you MUST take a BACK UP copy BEFORE REMOVING the web components. After the web components have been installed, the backed up copies can be restored (copied) back to their folders. If you have made customizations elsewhere, these may not be affected however we RECOMMEND THAT YOU BACK UP ALL CUSTOMISATIONS MADE TO STYLESHEETS AND IMAGES FOR THE SELF SERVICE PORTAL OR THE WEB REPORTING MODULE. Where windows authentication is being used for the Self Service Portal, the properties of SupportDeskSSP will need to be configured within Internet Information Services (IIS): - Security tab disable allow anonymous access - Documents tab add LoginNT.aspx to the default document and remove login.aspx from the list. Richmond SupportDesk 6.72 Page 5 of 37

4 Installing the Web Reports Module 1. Launch the program installer, Setup.exe. 2. The installer start screen will appear ready to guide you through the setup procedure. 3. Press the Next button. 4. It may be a requirement that the.net Framework v2.0 be installed at this stage. If this is the case then a separate installer will launch. If the.net Framework v2.0 has already installed on the target machine then this additional procedure will not be necessary. At the software license agreement screen, click on the I accept checkbox and press the Install button. Richmond SupportDesk 6.72 Page 6 of 37

5. The.Net Framework v2.0 will now be installed. 6. When completed, the Web Reports Module installer will continue. Follow the on-screen instructions and allow the installer to finish. 7. If a re-start is required, do this before continuing with the configuration of the system. Richmond SupportDesk 6.72 Page 7 of 37

5 Configuration 5.1 Configuring the Web Reports Administration Console The web reports module shares the same initial setup application as the SupportDesk Self Service Portal. This application is used to configure the initial database connectivity for the application and in the case of the web reports module, the path to the SupportDesk report template directory. This directory contains the distributed Crystal Reports (.rpt) files and can be placed anywhere on your network providing that the chosen web server has read access to it. Note: There are separate settings for the Self Service Portal and Web Reporting Module (circled below). Figure 1: Web Reports Administration Richmond SupportDesk 6.72 Page 8 of 37

Figure 2: Self Service Portal Administration To configure the settings for the Web Reporting Module: 1. Click on Start All Programs Richmond Systems SupportDesk Web Interfaces Self Service Portal Self Service Portal & Web Reports Administration 2. The Web Admin application will appear. At this point, the main options will be disabled as you are required to browse for the web reports modules configuration file called Web.config. This is an XML file which contains all application settings for the system. Note the application will attempt to load Web.config automatically when it is started. If this does not happen then the file can be found in the root directory of the web reports website (i.e. C:/InetPub/wwwroot/ ) 3. In the Database Connection Settings frame, enter the required SQL Server and database name. Ctd> Richmond SupportDesk 6.72 Page 9 of 37

4. Click on the Test button. If the test is successful; you will receive a confirmation message. In the event that you receive an error, you must ensure that you have entered a valid SQL Server and database name and that the machine you are attempting to connect from is able to connect to the required SQL Server database. 5. The Advanced Database Options allow you to fine-tune the database connection pool and should only be changed if you are expecting more than 100 concurrent users to be connected to the system simultaneously. If this is the case, you should increase the value of the Maximum Pool setting by the required amount. Warning Setting the Maximum Pool to a value which is too low could result in users experiencing database connectivity problems and so it is recommended that the default value of 100 is used for most installations. 6. Once you are satisfied with the settings, click on the Save button to update the configuration file and exit the application. Note The settings specified with the Web Admin application are only loaded when the Web Reports Module is started. If changes are made whilst the web application is running then it will be necessary for you to restart it before the new settings are applied. This will cause any active user sessions to be lost. 5.2 Configuring the IIS Session Timeout Once the web reports module is installed the system administrator may wish to increase the default session timeout for the application. By default this is set to 20 minutes, however it may be that some users leave the application open in their web browser for longer periods than this and so a higher timeout may be required. This can be done by modifying the applications configuration settings within IIS. Richmond SupportDesk 6.72 Page 10 of 37

5.3 Configuring the Report Scheduler Service Controller Richmond SupportDesk 6.72 provides the ability to schedule reports to be run on future dates. In order for the scheduling to operate the Report Scheduler Service needs to be running. 1. Click on Start All Programs Richmond Systems Report Scheduler Service Controller 2. Set the polling interval and start the service. Figure 3: Configuring the Report Scheduler Service Controller Richmond SupportDesk 6.72 Page 11 of 37

5.4 Configuring the SupportDesk Setup Console The main configuration aspects of the web reports module are performed from within the SupportDesk Setup Console. This option can be found under the Reporting Report Setup toolbar button. 5.5 Report Settings Figure 4: Setup Console Report Settings The report settings tab contains the following configuration options: HTTP Address: This is the fully qualified http address of the reports module once installed and is used by SupportDesk clients when either the reports menu is accessed or a print screen report is run. The fully qualified address is usually formatted in the following way: http://nameofserver/supportdeskreporting/ Launch Reports in a new browser window: By default, reports run from within SupportDesk appear within the main application window. Selecting this option will cause reports to be loaded in the default system web browser instead of the main application window. Disable report scheduling functionality from the reports menu: By default, users can configure scheduled reports from the reports menu. Selecting this option will prevent the report scheduling functionality from being displayed to users. Richmond SupportDesk 6.72 Page 12 of 37

Disable Quick Reports functionality from the reports menu: By default, users can view all available quick reports from within the reports menu. Selecting this option will prevent the quick reports tab from being displayed to users. Disable adding of new reports from the reports menu: This option prevents users from being able to add new reports to the service desk via the web reports module, regardless of their pre-configured user rights. Disable the deletion of existing reports from the reports menu: This option prevents users from being able to delete existing reports from the service desk via the web reports module, regardless of their pre-defined user rights. Disable SQL modification for existing reports from the reports menu This option prevents users from being able to modify the SQL criteria of existing service desk reports via the web reports module, regardless of their pre-defined user rights. Richmond SupportDesk 6.72 Page 13 of 37

5.6 Navigator Reports Figure 5: Setup Console Navigator Report Settings The Navigator Reports tab allows you to specify which reports are to be made available to users when they right-click on a Navigator CI from within the main SupportDesk client. To add a report to the pop-up menu of available reports, simply select the report template from the list by ticking the checkbox. It is also possible to enter a description for the report if required and this will be displayed for the users in the following format: ReportName.rpt - Report description Once the desired settings have been specified, simply press the Update button to save your changes. Note that users already logged into SupportDesk via the main Windows client or the web reports module will need to log back into the system before any of the applied changes can take effect. Richmond SupportDesk 6.72 Page 14 of 37

6 Running reports from SupportDesk Running reports from within the SupportDesk client is the same as previous versions. The only difference is the new web reports module is loaded and used to display the reports instead. Depending on the settings specified in the Setup Console, the reports window will appear either inside the main SupportDesk window or outside using the default system web browser. Users are now given the ability to view the last 10 print screen reports that were run from SupportDesk by user. These can be re-run at any time from within the web reports modules main screen. 7 Using the Web Reports Module The following section details how to use the new reporting functionality both from within the main SupportDesk client and as a standalone module. 7.1 Logging In Open your web browser and navigate to the web reports module login page. Your system administrator will be able to provide you with the address of the site if you are unsure. Figure 6: Logging in to Web Reporting via Web Browser At the login prompt, enter your SupportDesk user id and password in the fields provided. Next, press the Login button, which will direct you to the web reports module main window. Richmond SupportDesk 6.72 Page 15 of 37

7.2 The Main Window Once logged in, the main interface screen displays a series of tab pages along the top of the screen for access to the reporting functions. These tabs include: Quick Reports User-Defined Reports Report Templates The visibility of these tabs may vary depending on the settings chosen within the Setup Console. There is also an additional combo box at the top of the screen titled My latest print screen reports. This contains details of the last 10 print screen reports that you have generated from within the main SupportDesk client (to access these press the print screen toolbar button). These historical reports can be re-run at any time by simply selecting the required entry from the list and pressing the Load button next to it. Richmond SupportDesk 6.72 Page 16 of 37

7.2.1 Quick Reports View Figure 7: Quick Reports Tab View The Quick \reports tab contains a tree view which displays a range of categorised reports. These categories relate to specific areas within the service desk: Incident Management List Reports Problem Management Change Management Configuration Items Statistical Reports System Reports PC Inventory Reports Quick reports are read-only and are designed to provide fast and easy access to service desk data without having to configure new reports on an ad-hoc basis. To view a quick report, simply expand the required category node and click on the desired child item. If the selected report contains any date information you will be prompted to specify a range for this. The report will then be loaded and displayed on a new tab from within the main window. Richmond SupportDesk 6.72 Page 17 of 37

7.2.2 User Defined Reports View Figure 8: User-Defined Reports Tab View The User-Defined Reports view displays all user configured reports that exist within the service desk. From this tab you can perform the following functions: Load Report: This loads the specified report and displays it on a separate tab page. Load Ad-hoc: This loads the specified report and displays it on a separate tab page. Describe Report: This extracts the text-based description contained within the selected reports template file and displays it in a pop-up window. Delete Report: This deletes the selected report from the list once that you have confirmed the action. Show SQL: This displays the selected reports underlying SQL query string which can be modified if required. Refresh List: This refreshes the report list to display the latest information. It is sometimes necessary to use this function after a new report has been added to the list. Richmond SupportDesk 6.72 Page 18 of 37

7.2.3 Report Templates View Figure 9: Report Templates Tab View The report templates view contains a list of all available report templates located in the specified reports directory. From here the following functions are available: Add New Report: Creates a new user-defined report based on the selected report template and adds it to the list of user-defined reports. Load Ad-Hoc: Loads an ad-hoc copy of the selected report template and displays it on a new tab within the main window. Reports run using this method are not saved to the user-defined reports list. Describe File: This extracts the text-based description contained within the selected template file and displays it in a pop-up window. This is useful if you do not know what information the selected template displays. Richmond SupportDesk 6.72 Page 19 of 37

7.2.4 Report Scheduling View Figure 10: Report Scheduling Tab View The report scheduling view allows you to configure SupportDesk s report scheduling functionality. This functionality is also available from the SupportDesk Setup Console if required. A separate Windows Service is installed as part of the Web Reports Module. This controls the execution and delivery of scheduled reports. For more information on configuring the Report Service Controller see section 5.3 on page 11. Scheduled reports are based on User Defined Reports so that the report parameters are already set. The next sections cover the creation of userdefined reports and their functionality. Section 8 on page 25 describes how to schedule reports. Richmond SupportDesk 6.72 Page 20 of 37

7.3 Adding a New User-Defined Report To add a new report to the user-defined reports list, follow the steps below: 1. Navigate to the Report Templates tab and select the required report template from this list. If you are unsure what information the report template displays, use the Describe File button to view further details of the file. 2. Enter a title for the report in the Report Title field. 3. Press the Add New Report button on the right-hand side of the tab. 4. A new tab will appear titled Report Wizard. This tab is used to guide you through the initial selection criteria for the new report. Follow the on-screen instructions and select all required criteria for the report. Note: It is possible to add certain reports based on Navigator CI s. This feature has been introduced to enhance the flexibility of the SupportDesk reporting engine. You will not be prompted for CI selection unless the specified report template links to the SupportDesk CIID table. 5. You might be required to specify the report groups and sort order if required. Both of these elements can be dynamically changed at runtime if required. 6. Once the report wizard is complete, you will receive a confirmation message. Navigate to the User-Defined Reports tab and click on the Refresh List button from the right-hand side of the tab page. Your new report will appear in the list and can be run as required by pressing the Load Report button. Richmond SupportDesk 6.72 Page 21 of 37

7.4 Loading a Report There are a number of methods for viewing reports: Via the Quick Reports tab. From the Load Report or Load Adhoc buttons on the User-Defined Reports tab. From the Load Adhoc button on the Report Templates tab. Each of the above methods produces similar results with the exception of the Load Adhoc functions, which allow you to select on-the-fly criteria for reports without actually adding them to the User-Defined Reports list. When loading a report which contains date-based criteria, you will be prompted to select a date-range for the specified field. This is optional and dates can be ignored by selecting the Ignore Date Criteria checkbox before continuing. Richmond SupportDesk 6.72 Page 22 of 37

7.5 Exporting a Report Figure 11: Exporting a Report Reports can be exported in the following formats: Crystal Reports (Rpt) PDF Microsoft Excel (97-2003) Microsoft Excel (97-2003) Data-Only Microsoft Word (97-2003) Microsoft Word (97-2003) - Editable Rich Text Format (RTF) XML Exporting can be performed from the report viewer window by clicking on the Export This Report toolbar button. Richmond SupportDesk 6.72 Page 23 of 37

7.6 Printing a Report Figure 12: Printing a Report The web reports module allows you to send reports to a printer of your choice however, because the reports module is a server-based application, reports are first exported to PDF format. Follow the instructions to either open the PDF file or save to disk. After clicking on the Print This Report toolbar button, the Print to PDF dialog window will appear. Follow the on-screen instructions given. After the export is complete, you will then be able to send the generated PDF document to the printer of your choice. Richmond SupportDesk 6.72 Page 24 of 37

8 Scheduling Reports from the Web Reporting Module Scheduled reports are based on User Defined Reports so that the report parameters are already set. The scheduling configuration then allows you to set the time period for which the report applies, the point in time when the report is created, and number of times and frequency at which subsequent reports are created (if required). Reports can be scheduled through the Setup Console and the Web Reporting Module. Access to web scheduling via the web is controlled in the SetUp Console. There are two places where settings can be applied: Global settings can be applied in the Report Settings Tab in the Reporting Configuration area: Rights-based settings can be applied in the General Settings Tab in the General Configuration area under Rights: Richmond SupportDesk 6.72 Page 25 of 37

8.1 Report Scheduling Step by Step Instructions The report scheduling process is as follows: 8.1.1 Add Report 1. From the Report Scheduling tab, press the Add New button. 2. Navigate to the General sub tab. 3. Enter a name for the new task. 4. Enter a brief description of the task 5. If the task is to be made active, make sure that the Task Active checkbox is selected. By default, inactive tasks are ignored by the report scheduling service. Richmond SupportDesk 6.72 Page 26 of 37

8.1.2 Configure Report 6. Navigate to the Configuration sub tab. 7. Select one of the available format types from the drop-down list. This is the format in which the report will be exported. 8. Select a recipient for the export using the drop-down list. 9. Press the Configure button next to it in order to configure the selected option. These options are: Save to disk, Send to printer, or Send via E-mail. 10. Select the desired report to be exported from the User Report dropdown. Richmond SupportDesk 6.72 Page 27 of 37

8.1.3 Specify Report Criteria 11. Navigate to the Report Criteria sub tab. This tab allows you to specify the date criteria to be used for the selected report template (only if date selection is permitted). 12. Select the required value from the Date Period drop-down list. The values available are Day, Week, Month, or Year. Richmond SupportDesk 6.72 Page 28 of 37

8.1.4 Specify Navigator (CMDB) Criteria 13. Navigate to the Navigator Criteria sub tab. This tab allows you to specify the navigator criteria to be used as the basis for the selected report template. 14. Select the required items form the Navigator. 15. From the drop-down list below the navigator window Select Single Items (i.e. just the selected item in the navigator) or Select All Sub- Items (for the selected item and all children). Richmond SupportDesk 6.72 Page 29 of 37

8.1.5 Schedule the Report 16. Navigate to the Scheduling sub tab and enter the date and time you wish the task to start using the Schedule Start field. 17. Select a recur period for the task. This can be on a daily, weekly, monthly, or yearly basis as required. 18. Select the recur interval for the task using the drop-down list provided. 19. Press the Update button to save the new task. You will notice that the task is then added to the list. Richmond SupportDesk 6.72 Page 30 of 37

8.2 Editing, Deleting and Cloning Tasks Editing: Existing tasks can be edited at any time by double-clicking on the required entry from the list. Deleting: Existing tasks can be Deleted by highlighting the required entry from the list and pressing the Delete button. Cloning: Existing tasks can be cloned at any time by double-clicking on the required entry from the list. The task will load into the report scheduler screen. From there click on the Clone button, say yes to the confirmation message and the cloned report will appear in the list as Copy of <report name>. Richmond SupportDesk 6.72 Page 31 of 37

9 Scheduling Reports from the Setup Console The procedure for scheduling reports in the Setup console is the same as with the web reporting module. The controls can be accessed from the Reporting Scheduling Area. Richmond SupportDesk 6.72 Page 32 of 37

10 Customising the Web Reports Module Customising the look and feel of the application can be achieved by modifying its CSS (Cascading Style Sheet). This file contains specific information relating to elements of the visual design used by the application. By default the applications CSS file (Blue.css) can be found in the StyleSheets folder beneath the root directory of the SDWebReports site. This file can be modified with any HTML design application or with a text editor such as Notepad. Richmond SupportDesk 6.72 Page 33 of 37

11 Modifying a Report s SQL query Figure 13: Modifying a Report s SQL Query This feature is recommended for advanced users only and allows you to change the underlying query for a user-defined report by directly editing its SQL query string. 1. Highlight the required report from the User-Defined Reports tab and press the Show SQL button on the right-hand side of the tab page. 2. A separate window will appear containing the SQL query for the selected report. 3. Modify the SQL as required and then press the Parse SQL button. This attempts to execute the SQL and ensures that the syntax is correctly formed before allowing you to save the modified query. If an error occurs with the SQL, you will be re-directed to the application error console. From here, you will be able to determine the exact cause of the error and correct it by pressing your browsers back button. 4. Once the SQL query has been modified, press the Update SQL button to save your changes. 5. Press the Close button to close the SQL editor window. The next time the specified report is run, the changes made to its SQL query will be used as the criteria for the report. Richmond SupportDesk 6.72 Page 34 of 37

12 The Error Console If an error occurs within the web reports module, you will be re-directed to the error console. This screen is used to display all useful information regarding the error so that it is possible to quickly identify the source of the error and its cause. The error console is split into 3 individual sections: 1. Error Information Displays specific information relating to the error that occurred including the error message, error source, and the error stack trace. 2. Session Information Displays information specifically related to the logged on users session including session id and their session variables. 3. Application Information Displays information specifically related to the applications variables. These are background values which the user does not see but are useful during the debugging process. If the need to contact Richmond Systems technical support arises, then it is recommended that the error information available in the console is included with any email correspondence in order to help with the technical support process. Richmond SupportDesk 6.72 Page 35 of 37

13 Crystal Reports Compatibility If an error occurs within Crystal Reports such as within an internal formula or function, the error message will normally be displayed on the report viewer control as plain text. If this type of error is received, you should first look to the underlying Crystal Report template file. These can be checked or modified if required by using a copy of Crystal Reports 2008. Crystal Reports 2008 supports the viewing of reports created using previous versions of the product however; Richmond Systems cannot guarantee that every pre-crystal 2008 custom report created for and used by our existing customer base will continue to function correctly and we cannot be held responsible for any such event. If you think that this may cause an issue, we advise that your custom reports are first checked against a test-environment installation of the new Web Reports Module prior to performing a live upgrade on your existing system. For further advice, please contact Richmond Systems Technical Support on +44 (0) 1428 647333 or via e-mail to support@richmondsys.com. For further information regarding Crystal Reports 2008, please visit www.businessobjects.com Richmond SupportDesk 6.72 Page 36 of 37

14 Recent Report Additions The following template reports were added to the existing report template list for the new Richmond 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) Richmond SupportDesk 6.72 Page 37 of 37