Reporting
The i-net HelpDesk is already supplied with over 100 reports that cover a wide range of different types of reports. With the included i-net Designer, you also have the option of creating your own new reports or adapting existing reports to your needs.
You can find all reports in the Drive application. Some reports are also available directly, e. g. in the Tickets application or in the Users and Groups application. Reports can also be created automatically using the Task Planner and then sent by email.
Available Reports
By default, the following reports are available to the i-net HelpDesk. They are stored in the Drive during first installation and updated if no changes were made. However, if you created your own reports or moved the default reports to a different location, it will not be reflected in the following table.
The table lists all reports available by default as well as their location in the Drive's root, filename, and description.
Path
Report
Comment
Abrechnungen / Abrechnung der Kosten / aller Ressourcen
List of all orders
(KostenAbrechnung_alle_Ress.rpt)This report shows the money and time expended for orders finished in the chosen period. Orders that have caused no time or financial expense are not listed here.
Abrechnungen / Abrechnung der Kosten / aller Ressourcen
per user
(KostenAbrechnung_alle_Ress_nach_Name.rpt)This statement presents the money and time expended by the orders of a user in the chosen period. Orders that have not caused money and time expenditures are not listed.
Abrechnungen / Abrechnung der Kosten / aller Ressourcen
per location / customer
(KostenAbrechnung_alle_Ress_nach_Ort.rpt)This statement presents the money and time expenditures caused by the orders of a customer / location in the chosen period. Orders that have not caused time and money expenditures are not listed.
Abrechnungen / Abrechnung der Kosten / aller Ressourcen
per department
(KostenAbrechnung_einer_Abteilung.rpt)This statement presents the money and time expenditures caused by the orders of a department in the chosen period. Orders that have not caused money and time expenditures are not listed.
Abrechnungen / Abrechnung der Kosten / aller Ressourcen
per category
(KostenAbrechnung_eines_Betreff.rpt)This statement presents the money and time expenditures incurred by the orders of a category in the chosen period. Orders that have not caused money and time expenditures are not listed.
Abrechnungen / Abrechnung der Kosten / einer Ressource
for departments
(KostenAbrechnung_nach_Abteilung.rpt)This statement presents the money and time expenditures for a resource during the selected period. It is divided according to departments who commissioned the work. Orders that have not caused money and time expenditures are not listed.
Abrechnungen / Abrechnung der Kosten / einer Ressource
for locations / customers
(KostenAbrechnung_nach_Ort.rpt)This statement presents the money and time expenditures for a resource during the selected period. It is divided according to customers / locations who commissioned the work. Orders that have not caused money and time expenditures are not listed.
Abrechnungen / Abrechnung der Kosten / eines Benutzers
for resources
(KostenAbrechnung_Name_nach_Ress.rpt)This statement presents the money and time expenditures incurred by the orders of a user in the chosen period. It is divided according to the resources that have processed the orders. Orders that have not caused money and time expenditures are not listed.
Abrechnungen / Rechnung
Ticket
(MailInhalt.rpt)This form contains the most important data of an order and of the associated requester.
Abrechnungen / Rechnung
Rechnung
(Rechnung.rpt)This statement presents the time spent on orders of a user in the chosen period. It is divided according to the resources that processed the orders. Orders that did not cause money and time expenditures are not listed.
Abrechnungen / Zeitliche Abrechnung / erledigter Aufträge (total) / aller Ressourcen
List of all orders
(Abrechnung_alle_Ress.rpt)This report shows the time spent for finished orders in the chosen period. Orders that did not cause money and time expenditures are not listed here.
Abrechnungen / Zeitliche Abrechnung / erledigter Aufträge (total) / aller Ressourcen
per user
(Abrechnung_alle_Ress_nach_Name.rpt)This statement presents the time spent on orders of a user in the chosen period. Orders that did not cause money and time expenditures are not listed.
Abrechnungen / Zeitliche Abrechnung / erledigter Aufträge (total) / aller Ressourcen
per location / customer
(Abrechnung_alle_Ress_nach_Ort.rpt)This statement presents the time spent on orders of a customer / location in the chosen period. Orders that did not cause temporal and financial efforts are not listed.
Abrechnungen / Zeitliche Abrechnung / erledigter Aufträge (total) / aller Ressourcen
per departement
(Abrechnung_einer_Abteilung.rpt)This statement presents the money and time expenditures incurred by the orders of a department in the chosen period. The expense is classified according to the resources involved. Orders that did not cause money and time expenditures are not listed.
Abrechnungen / Zeitliche Abrechnung / erledigter Aufträge (total) / aller Ressourcen
per category
(Abrechnung_eines_Betreff.rpt)This statement presents the money and time expenditures incurred by the orders of a category in the chosen period. Orders that did not cause money and time expenditures are not listed.
Abrechnungen / Zeitliche Abrechnung / erledigter Aufträge (total) / einer Ressource
for departements
(Abrechnung_nach_Abteilung.rpt)This statement presents the time spent working on orders in a resource during the selected period. It is divided according to departments who commissioned the work. Orders that did not cause money and time expenditures are not listed.
Abrechnungen / Zeitliche Abrechnung / erledigter Aufträge (total) / einer Ressource
for locations / customers
(Abrechnung_nach_Ort.rpt)This statement presents the money and time expenditures for a resource during the selected period. It is divided according to locations / customers who commissioned the work. Orders that did not cause money and time expenditures are not listed.
Abrechnungen / Zeitliche Abrechnung / erledigter Aufträge (total) / eines Benutzers
for resources
(Abrechnung_Name_nach_Ress.rpt)This statement presents the time spent on orders of a user in the chosen period. It is divided according to the resources that processed the orders. Orders that did not cause money and time expenditures are not listed.
Abrechnungen / Zeitliche Abrechnung / offener und erledigter Aufträge (im Zeitraum)
incurred processing times of category
(Abrechnung_Alle_Auftraege_Kategorie.rpt)The report shows the time spent on all open and pending orders of a category in a chosen period. Only orders where processing times are given in the period are taken into account.
Abrechnungen / Zeitliche Abrechnung / offener und erledigter Aufträge (im Zeitraum)
incurred processing times of resource
(Abrechnung_Alle_Auftraege_Resource.rpt)The report shows the time spent on all open and pending orders of a resource in a chosen period. Only orders where processing times are given in the period are taken into account.
Abrechnungen / Zeitliche Abrechnung / offener und erledigter Aufträge (im Zeitraum)
incurred processing times of processor
(Abrechnung_Alle_Auftraege_Ressource_Mitarbeiter.rpt)The report shows the time spent on all open and pending orders of a processor in a chosen period. Only orders where processing times are given in the period are taken into account.
Abrechnungen / Zeitliche Abrechnung / offener und erledigter Aufträge (im Zeitraum)
incurred processing times
(Abrechnung_alle_Ress_Offen.rpt)The report shows the time spent on all open and pending orders in a selected period. It is divided according to the resources that have processed the orders. Only orders where processing times are given in the period are taken into account.
Abrechnungen / Zeitliche Abrechnung / offener und erledigter Aufträge (im Zeitraum) / partielle Auswertung
Analytische Zeitgliederung
(Zeiten_analyse.rpt)Dieser Bericht listet die einzelnen Zeit-Typen von Aufträgen.
Anfragenlisten
User requests (short)
(AnfragenListe.rpt)The Inquiry list presents the most important data of the requests of a user. The report can also be accessed by the user via the print preview.
Anfragenlisten
User requests (details)
(AnfragenListe_detail.rpt)This list of inquiries provides the duration of each action in addition to the data of the standard inquiry list.
Auftragsformulare
order (details)
(Auftrag_detail.rpt)This form contains most data of an order and of the associated requester. This report is also used in the "order processing".
Auftragsformulare
order (with filter)
(Auftrag_detail_filter.rpt)This order form contains only filtered actions. This report serves as an example for suppressing certain actions. NOT displayed are the actions named: "Anfrage erzeugen", "Deadline mahnen", "E-Mail versendet" and "Stoppuhr verwenden". For customizing this report, contact the support of i-net software.
Auftragsformulare
order (short)
(Auftrag_kurz.rpt)This form contains the most important data of an order and of the associated requester.
Erledigte Aufträge
of locations / customers
(Anzahl_Beendet_Kunde.rpt)This report shows the total number of finished orders in a chosen period for the individual locations / customers. Additional group based on the following points is also possible: department, category, priority or resource.
Erledigte Aufträge
of priorities
(Anzahl_Beendet_Prio.rpt)This report shows the total number of finished orders in a chosen period for the individual priorities. Additional group based on the following points is also possible: department, category, location / customer or resource.
Erledigte Aufträge
of resources
(Anzahl_Beendet_Ress.rpt)This report shows the total number of finished orders in a chosen period for the individual resources. Additional group based on the following points is also possible: department, category, priority or location / customer.
Erledigte Aufträge
Orders of the resources
(Beendet_Ress.rpt)This report shows the most important data of completed orders in the chosen period of each resource. In addition to the number of orders it is also indicated how many orders were placed before the chosen period.
Erledigte Aufträge
one resource
(ErledigtAuftr_einerRess.rpt)This report lists the processing data of all orders of a resource from the chosen period.
Erledigte Aufträge
Resources - Priorities
(ReportCrossTab.rpt)This report shows a crosstab with the number of orders that have been finished by the individual resources per priority.
ITIL Auswertungen
Problems with the most incidents (graphically)
(ITIL_Incidents_Anzahl.rpt)This report provides a graphical overview of the problems with the highest incident numbers in a period (drilling down is possible).
ITIL Auswertungen
Costs as a result of problems (graphically)
(ITIL_Incidents_Kosten.rpt)This report gives an overview of the problems (only incidents) that have caused the highest costs in the chosen period (drilling down is possible).
ITIL Auswertungen
Time effort as a result of problems (graphically)
(ITIL_Incidents_Zeit.rpt)This report provides a graphical overview on the time spent on problems (only incidents) over a period of time (drilling down is possible).
ITIL Auswertungen
Category ITIL-type (graphically)
(ITIL_Kategorie_Anzahl.rpt)This report shows the category distribution of orders per ITIL-type (drilling down is possible).
ITIL Auswertungen
Probleme nach ITIL-Primär-Typ
(ITIL_Problem_DrillDown.rpt)This report shows the incidents linked to problems grouped by ITIL type (drilling down is possible).
ITIL Auswertungen
Length of stay per ITIL-type
(ITIL_Typ_Durchlaufzeit.rpt)This report shows the average duration of successful orders of an ITIL-type (drilling down is possible).
ITIL Auswertungen
Distribution of linked Incidents
(ITIL_Verteilung.rpt)This report shows the distribution of incidents over a period of time (drilling down is possible).
Offene Aufträge
total
(ListeOffeneAnfragen.rpt)A list of all currently open orders sorted by request date.
Offene Aufträge
of locations / customers
(ListeOffeneAnfragen_nach_Ort.rpt)This list shows the currently open orders. The orders are sorted by location / customer. Optional Grouping available for: department, category, priority and resource.
Offene Aufträge
of classification
(OffeneAuftr_Klassifizierung.rpt)This list shows the currently open orders of a classification.
Offene Aufträge
of resource
(OffeneAuftr_einerRess.rpt)This list shows the currently open orders of a resource.
Offene Aufträge (grafisch)
per user (bar chart Top 20)
(grafisch_offeneAuftraege_User.rpt)This report provides a graphical overview of the number of currently open orders per user. The 20 users with the most orders are displayed in a bar chart.
Offene Aufträge (grafisch) / aller Ressourcen
Bar chart
(grafisch_offeneAuftraege_Ress.rpt)This report shows the number of currently open orders in a bar chart (grouped by resource).
Offene Aufträge (grafisch) / aller Ressourcen
Pie chart
(grafisch_offeneAuftraege_Ress_Torte.rpt)This report shows the number of currently open orders in a pie chart (grouped by resource).
Offene Aufträge (grafisch) / nach Priorität
Bar chart
(grafisch_offeneAuftraege_Prio.rpt)This report shows the number of currently open orders in a bar chart (grouped by priority).
Offene Aufträge (grafisch) / nach Priorität
Pie chart
(grafisch_offeneAuftraege_Prio_Torte.rpt)This report shows the number of currently open orders in a pie chart (grouped by priority).
Offene Aufträge (grafisch) / nach Status
Bar chart
(grafisch_offeneAuftraege_Status.rpt)This report shows the number of currently open orders in a bar chart (grouped by status).
Offene Aufträge (grafisch) / nach Status
Pie chart
(grafisch_offeneAuftraege_Status_Torte.rpt)This report shows the count of open orders in a pie chart (per status)
Optionen & Benutzer
Actions
(AktionenListe.rpt)List of available actions
Optionen & Benutzer
Users per location / customer
(BenutzerJeKundeAlpha.rpt)This report shows the distribution of users to locations / customers.
Optionen & Benutzer
Berechtigungen und erlaubte Aktionen des Benutzers
(Benutzer_Berechtigungen.rpt)Listet für einen Benutzer die Gruppenmitgliedschaften, erlaubte Aktionen und Berechtigungen.
Optionen & Benutzer
Permissions of the users
(Berechtigungen.rpt)This report shows the existing permissions of each user.
Optionen & Benutzer
Categories
(BetreffsListe.rpt)List of available categories.
Optionen & Benutzer
Locations / Customers
(GebaeudeListe.rpt)List of available locations / customers
Optionen & Benutzer
Priorities
(PrioritaetenListe.rpt)List of available priorities
Optionen & Benutzer
Resources
(RessourcenListe.rpt)List of available resources.
Optionen & Benutzer
Users
(UserList.rpt)List of active users in i-net HelpDesk
Übersicht und Statistik
Expired deadlines
(AbgelaufeneDeadlines.rpt)Shows orders in which the deadline was exceeded.
Übersicht und Statistik
Quote of pending orders
(AnteilErledigtNachTagen.rpt)This report shows how much of the orders after a certain number of working days is done.
Übersicht und Statistik
Requests frequency by locations / customers (graphically)
(Anzahl_Tickets_All.rpt)This report shows the inquiry frequency of all locations / customers as a line chart. The chart is divided into years and months for the selected time period.
Übersicht und Statistik
Number of requests of chosen locations / customers (graphically)
(Anzahl_Tickets_Kunde.rpt)This report shows the number of requests of chosen locations / customers in a line chart. The chart is divided by years and months in the selected period.
Übersicht und Statistik
Orders per resource (graphically)
(Anzahl_Tickets_Ressources.rpt)This report shows a pie chart of the number of orders for each resource in a selected period.
Übersicht und Statistik
Orders by making
(AuftraegeNachUrsprung.rpt)The report provides an overview of the input sources for tickets in a period. This can allow a look into whether the desired form of problem reporting is being used or not.
Übersicht und Statistik
Authorised tickets by processor
(Autorisierungen_je_Benutzer.rpt)Number of Tickets authorised by processor in period
Übersicht und Statistik
Users per location / customer (graphically)
(BenutzerJeKunde.rpt)A bar chart shows the top 15 customers, sorted in order of number of users. On drill down, individual users and their detail data are displayed.
Übersicht und Statistik
Processing time of completed orders
(Durchschnitt_Bearbeitung.rpt)Provides information on the average processing time of orders in the chosen period.
Übersicht und Statistik
Erledigte Aufträge der Ressourcen je Benutzerklasse
(Erledigt_Res_Kat_Benutzerg.rpt)Dieser Bericht gibt eine Übersicht über die Verteilung der erledigten Aufträge, von Ressourcen (geordnet nach Kategorie) bei den Benutzerklassen in einem bestimmten Zeitraum.
Übersicht und Statistik
Order volume in the previous month
(NeuUndBeendetVormonat.rpt)This report shows the daily orders and execution
Übersicht und Statistik
Compliance rate* in requests period
(Normal_Quote.rpt)This report provides information about the exceeding of deadlines and automatic escalations (when the allowed reaction time is exceeded).
Übersicht und Statistik
Average Handling Time
(TicketZeiten.rpt)Der Bericht berechnet die durchschnittliche Verweilzeit von Aufträgen, die im angegebenen Zeitraum beendet wurden. Grundlage ist der Kalender mit den Arbeitszeiten der Ressource. Der Bericht soll möglichst die "echten" Reaktionszeiten des Supports thematisieren. Verfälschende Zeiten z.B. durch das Warten auf Kundenantwort sollen eliminiert werden. Deshalb ist im Bericht hinterlegt, dass die Zeit zwischen der Aktion "E-Mail gesendet" und einer neuen Bearbeitung (z.B. "E-Mail empfangen") NICHT berechnet wird. Des Weiteren werden die folgenden Aktionen im Bericht nicht berücksichtigt: unverändert, Termin vereinbart und Wiedervorlage. Es werden nur die vom Setup mitgelieferten Aktionen ausgewertet. Die Berichtsergebnisse pro Zeitraum können gruppiert werden nach: Ressourcen, Kategorien und Letzter Bearbeiter.
Übersicht und Statistik
Overview
(Uebersicht_Offene_Auf.rpt)This report provides a summary of activities in i-net HelpDesk to the current date. The number of new requests is shown, as well as the completed and deleted orders for periods of one, three and ten weeks. All orders open at the present time are listed both by priority and by status. Thereafter, the number of orders, sorted by processing status, are listed by category. At the end of the report the top 15 longest open orders are listed in order of their priority.
Übersicht und Statistik
Distribution of order creation
(Verteilung_Anfragen.rpt)New orders in a crosstab with days and times. Provides information about the times when new orders are received.
Übersicht und Statistik
Distribution of order creation (graphically)
(grafisch_Verteilung_Anfragen.rpt)Provides information about the times of day when orders are created most often.
Übersicht und Statistik
Finished orders (graphically, by user class)
(grafisch_erledigteAuftraege_Benutzergr.rpt)This report provides a graphical overview of the number of completed orders, grouped by user class, in a chosen period.
Übersicht und Statistik
Completed orders (graphically, grouped by resource)
(grafisch_erledigteAuftraege_Ress.rpt)This report provides a graphical overview of the number of completed orders, grouped by resource, in a chosen period.
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