Xcitium Platform

• Introduction To Service Desk Module
  • Quick Start
  • Login To The Service Desk Module
• Service Desk Admin Panel
  • Admin Panel Dashboard
    • View The Dashboard And Export Reports
    • View Alerts & Notifications
  • Service Desk Configuration
    • Company Profile And Support Portal Settings
    • Service Desk System Settings
    • Ticket Settings And Options
    • User Registration Settings
    • Email Settings And Options
    • Access Control Settings
    • Knowledge Base Settings And Options
    • Autoresponder Settings
    • Configure Alerts And Notices
    • Configure Two Factor Authentication
  • Manage Service Desk Components
    • Ticket Categories
    • Ticket Filters
    • Service Level Agreements (SLA)
    • API Keys
    • Client Portal Pages
      • Configure Your Support Center Page
    • Forms
    • Custom Lists
    • View And Manage Asset Types
    • Manage Materials And Expense Items
    • Manage Charging Plans
  • Email Management
    • Setup Your Support Email Addresses
    • Block User Email Addresses
    • Email Templates
    • Test Outgoing Email Settings
  • Manage Time Sheets
  • Manage Staff
    • Staff Members
    • Staff Roles
    • Departments
    • Time Sheet Templates
    • Material Approval
  • Manage Announcements
  • Generate Reports
    • Time Log Reports
    • Ticket Report
    • Asset Reports
    • Service Types Reports
    • Department Ticket Reports
    • Agent Reports
    • Users Reports
    • Resource Appointment Reports
    • Scheduled Reports
  • Finance
    • Generate Cost Reports
    • Manage Contracts
• Service Desk Staff Panel
  • Staff Panel Dashboard
    • View The Dashboard And Export Reports
    • View Staff Members
    • My Profile
  • Manage Users And Customers
    • Manage Users
    • Manage Customers
  • Manage Tickets
    • Ticket Details
  • Manage Knowledgebase
    • FAQs
    • Manage FAQ Categories
    • Canned Responses
  • Manage Projects
  • Manage Staff Time Sheets
  • Manage Calendars
• Appendix 1 - Field Types In Custom Forms And Custom Lists
• Appendix 2 - Ticket Priorities
• Appendix 3 - How Charging Works In Service Desk
• About Comodo Security Solutions

Scheduled Reports

• You can configure Service Desk to auto-generate reports at set intervals and send them to specific staff members.

• You can schedule the following types of report: Time Log, Tickets, Assets, Service Types, Departments, Agents, Users, Resource Appointments, Cost and Contracts.

• The scheduling process is explained below. Filters for specific report types may vary.

Schedule report generation

• Click 'Admin Panel' > 'Reports' to schedule a type of ticket report

Or

• Click 'Admin Panel' > 'Finance' > 'Cost' to schedule a type of cost report

The screenshot below is the 'Tickets' report:

• Click the icon  beside 'Scheduled Reports' to start the report configuration wizard

• The first step is to configure the report filters. Please note the filters will vary depending on the type of report:

• Configure each filter according to the data you wish to see in the final report. For details about the filters in each type of report, see Generate Reports.

• Leave the filters at default values to generate a full, unfiltered report.

• Click Next' to configure report send time, frequency, time-period and recipients:

• Time - Time of day at which the report should be generated and sent

• Frequency – How often the report should be generated and sent:

• Every day - The report will be sent daily

• Every week - Select the day(s) of the week on which the report should be sent.

• Every month - Select the day(s) of the month on which the report should be sent.

• File Type – File format of the report. The report will be delivered to recipients in the format you choose here. The available options are:

• CSV

• PDF

• Include Custom Fields - Specify whether or not the report should contain the custom field values in the details of the item for which the report is generated.

• Period - The report coverage period. The options available are:

• Day Before - Creates a report for the 24 hours preceding the time of report generation

• Week Before - Creates a report for the 7 days preceding the time of report generation

• Month Before - Creates a report for the month preceding the time of report generation

• Recipients - Select staff/agents to whom the reports should be sent.

• Click 'Save'
  

The schedule is saved and shown at the bottom of report screen.

The reports will be automatically sent to the configured recipients per the selected frequency.

• Click the edit icon  beside a schedule to edit it. The filter parameters screen will be displayed. Follow the same add procedure as explained above to edit the schedule.

• Click the trash  can icon beside the schedule to delete it.
  

• Click 'Delete' to remove the report schedule.