Custom reports
can contain metrics and graphs of counts, averages, and sums on any field.
Single
and two-level metrics are supported and multiple metrics can be included
in one report. Output
options include table, bar, and pie charts. You
must select the Metrics
and Graphics or Combo
style option.
These options appear in the Metrics
section of the Custom reports:
Type—Each metric
can represent one of the following types:
Count—A count on
field data. Applies
to virtually any field, including Status,
Priority,
and most Issue
Information and Contact
Information fields. Does not apply to Title,
Description,
and multi-line text fields, as these usually contain unique data. For
example, a count on the Status
field would return the number of Issues in each status.
Average—An average
on the sum of all field data for the Issues returned. Only
applies to built-in statistics and custom number fields. The built-in
statistics available are:
Age
of Issue—The
elapsed time since the Issue was created (should only be applied to reports
that report on active Issues).
Time
to Close—The
elapsed time from when the Issue was created until the Issue was closed
(should only be applied to reports that report on closed Issues).
Total
Billing—Total
amount billed for the Issue based on time tracking data and users' hourly
billing rates.
Total
Time—Total
work time spent on the Issue based on time tracking data.
Note
The Total
Billing and Total
Time statistics are based on the total life of the issue, regardless
of date ranges or users selected in the report criteria. For
time tracking data for specific users and date ranges, please use the
Time Tracking Reports.
Sum—The sum of
all field data for the Issues returned for the field specified. Only
applies to built-in statistics mentioned above and custom number fields.
Field—Select the
field for which to create a metric. The fields available depend on the
fields in the current Workspace and the metric type (see above).
Subtotal
By—A
two-level metric can be reported by selecting a second field here. For
example, if Average
Age of Issue was selected as the first field and Assignee
is selected here as the subtotal, the average age of Issues is broken
down by Agent assigned. This feature is optional.
If, in the Subtotal
By field, the user selects a date or date/time field, a dependency
drop-down is displayed so that the user can specify that the subtotal
be broken down by day, week, month, year, quarter, day of week, day and
hour, or hour.
Format—Select the
output style for the metric. Options are:
Table—Displays data
in a text-based table.
Chart—Displays data
in a color graphical chart (see below). Custom chart controls, colors and fonts can be administered by clicking in the background area of a chart (not on the bars or pie slices). This only works when the metrics report is using a single lookup. When reporting using a subtotal in the Metrics configuration, this functionality is not available.
Table
and Chart—Both
tables and charts are displayed (default).
Chart
Type—If
Chart
or Table
and Chart are selected, select a chart type. Options are:
Bar—Color bar graph,
with one bar for each value. For two-level metrics, one long bar chart
or multiple charts can be created.
Pie—Displays data
in a color pie chart. For two-level metrics, a series of pie charts are
displayed.
Sort—Select how
the data is sorted in the output:
By
Field/Subtotal data—Data
is sorted by alphabetical or logical field data order.
By
metric values—Data
is sorted by frequency or amount descending. If
the metric is a count by Status,
then the statuses are displayed in the chart from highest to lowest: Open-34,
Pending-22,
Waiting
for Approval-4, etc.
For two-level metrics,
the second field is sorted within each group of the first field.
Display
Position—Select whether
to place metrics before or after detailed Issue data (Combo reports only).
Click Add to add the metric
to the report. The
metric is added to the dialog box to the right.
Continue to create
additional metrics following the steps above.
To remove a metric,
highlight it in the dialog box and click Delete.
Select choices for
the other report options, including Heading,
Report
Criteria, etc. When
the report is generated, it includes the metrics that were selected above.
Note
The options above are for selecting the metrics to be reported
on. The
results are affected by the criteria selected for the report in the Report
Criteria section. For
example, if a metric of count on Status
is selected, the number of Issues per Status returned is different if
the criteria limits the report to only high priority Issues, as opposed
to all priorities. The
criteria must be selected carefully to ensure meaningful metrics.