According to ITIL, the objective of service reporting is to analyze and deliver service measurement information to stakeholders, governors, and decision makes in a form that enables action. This is a wonderful statement and I urge you to build reports that enable action. Therefore in this article I will give you the information you need in order to build reports that enable action from the data collected by Kinetic Request CE.
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Building reports will require the report writer to understand the data. To do this the report writer will need to have an understanding of the Forms and the database storing the Form data.
The Form is presented to the end user and will collect information in order to process and fulfill the Form Submission. The report writer should try to gain an understanding of the Form to learn what information is collected and how it will be used. For this article we will use the General Support Request:
From the screenshot above we can see that the General Support Request collects Summary and Details from the end user.
The columns in the database tables are prefixed by the following letters:
The purpose of this article is to demonstrate how to build actionable reports utilizing the following database tables:
services - This table contains a record for every Form submission in your environment and includes many fields but I will highlight the following:
services_general-support-request - This table contains a record for each submission to the General Support Request Form. The fields that I want to highlight are listed below:
queue_approval - This table contains a record for each Approval associated to your Forms. The fields that I want to highlight are listed below:
There are many reports that you can create in order to enable action. However, for this article I will discuss the following: