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HelpMaster custom reports swap-shop

HelpMaster custom reports swap-shop

The purpose of this site is to promote the development and sharing of custom reports for HelpMaster.  All around the world, many helpdesks create their own customized reports using Crystal Reports.  Here at PRD Software we've seen some ingenious reports come through that have been developed by report writers, as well as some basic reports that provide information that isn't covered in the standard reports.

It is hoped that over time, this site will become a valuable resource for all HelpMaster administrators, report writers, managers and users.  PRD Software will moderate all reports for accuracy and quality, and will contribute to the custom reports periodically.

Report swap-shop guidelines

  1. Anyone can upload a HelpMaster report
  2. All reports uploaded to this site are will be be available for general public use and may be used by PRD Software in the future development and integration into the HelpMaster reports package
  3. All reports uploaded to this site wil be first checked by PRD Software for accuracy

Getting and running the reports

  1. Browse through the list below and find a report you are interested in.  Click on the "Download" link to download it.
  2. Copy the report into your "Custom reports" folder.
  3. Open the HelpMaster "Report selector" screen and click on the "Custom" tab to display all of the custom reports.
  4. Select the report and double-click it to run
  5. Don't forget to leave some feedback, or comments so that the report can be improved.

Need help?

For reporting ideas, database questions, bugs, help and reporting discussion, please refer to the Reports discussion forum.

PRD Software

Issue Hierarchy report

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A report that lists your Issue hierarchy.  Deleted issues are also displayed and coloured red for easy identification.  Also includes a job count as well as the date the issue was last used to classify a job.  Great for tidying up your Issue codes. You can use the information in this report to bulk-re-classify the issue classifications of jobs.  For further information about this report refer to this forum disussion post.



File size 42 K
Downloads 98
Date Wed 08/15/2012 @ 08:57
Author Rod Weir
EMail

RATING:   COMMENTS (0)  DOWNLOAD
Staff Actions per job (with Action date filters)

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A report that displays all of the jobs that a staff member has worked on for a given period of time.  The report will display 2 filters at run-time.  You enter the start and end dates for the action range you want.

This report contains graphs and summaries for each staff member.

Great for determining who's been busy.



File size 98 K
Downloads 86
Date Tue 05/01/2012 @ 06:47
Author Rod
EMail

RATING:   COMMENTS (0)  DOWNLOAD
SLA Response time percentages

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What are your job response SLAs?  This report graphs the time to acknowledge a job and charts it according to the time parameters you enter.

You can enter 2 time brackets.  The first chart will tell you how many of the job were acknowledged within the first time period, and the second graphs charts the second period.

Good if you have "Time to acknowledge" SLA that goes something like..

  • "80% of all jobs to be acknowledged within 2 hours"
  • "100% of all jobs to be acknowledged within 4 hours"


File size 72 K
Downloads 118
Date Tue 10/05/2010 @ 05:25
Author Rod Weir
EMail

RATING:   COMMENTS (0)  DOWNLOAD
SLA Response time and Time to close

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A SLA response time report.  Accepts date parameters for the start and end date for "Date Logged".  Graphs display the percentage of jobs that were not acknowledged within 4 hours and the jobs that took longer than 4 hours to acknowledge.

A good report to extend and learn from.  Uses the Crystal Reports advanced grouping to provide the response time percentage.

Show this one to your manager.



File size 79 K
Downloads 106
Date Tue 09/28/2010 @ 08:24
Author Rod
EMail webmaster@prdsoftware.com.au

RATING:   COMMENTS (0)  DOWNLOAD
Assets without links to Clients, Sites or other Assets

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This report displays the ID, type, manufacturer and status of all assets that have no links to Clients, Sites or other Assets.



File size 82 K
Downloads 21
Date Wed 09/08/2010 @ 12:22
Author Luke
EMail

RATING:   COMMENTS (0)  DOWNLOAD
New jobs grouped by Department

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A variation on the new jobs logged by Site.  Instead of grouping by site, this report is grouped by the "Department" of the client.  Useful if you make use of this client field, or have imported this via the Active Directory mappings.

This report is unfiltered and can be copied over the top of your existing report of the same name.



File size 53 K
Downloads 17
Date Wed 08/18/2010 @ 01:52
Author Rod
EMail

RATING:   COMMENTS (0)  DOWNLOAD
Staff activity report - last 7 days

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A custom report that displays a summary of actions for all staff that have actioned jobs within the last 7 days.  Save this report into your "Custom" report folder and then run it directly from the "Custom" tab of the HelpMaster reports selector screen.



File size 95 K
Downloads 75
Date Wed 04/28/2010 @ 07:08
Author Rod
EMail

RATING:   COMMENTS (0)  DOWNLOAD
Job line report with job details and last action

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A fairly basic line-based report that includes the following fields

Job #, Date logged, Issue, Status, Job details, Last action details and Logged By

A good report for exporting to Excel or similar.



File size 44 K
Downloads 55
Date Wed 10/29/2008 @ 04:38
Author Rod Weir
EMail

RATING:   COMMENTS (0)  DOWNLOAD
Job line report with last action

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This is a fairly basic, single line job report that includes the following columns

Job Number, Date logged, Issue, Status, Job Details, Last action and Logged by.

A useful report if you want to export this information into Excel or similar.



File size 44 K
Downloads 31
Date Wed 10/29/2008 @ 04:30
Author Rod Weir
EMail

RATING:   COMMENTS (0)  DOWNLOAD
Daily job total for Open, Logged and Closed

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Provides a rolling total per day for the number of jobs open at the beginning of the day, the number of jobs logged during the day as well as the number of jobs closed during the day.

Includes several charts that summarize the data per week.

A great report to determine the general activity and business of your helpdesk.



File size 123 K
Downloads 166
Date Sun 03/16/2008 @ 06:35
Author Rod Weir
EMail

RATING:   COMMENTS (0)  DOWNLOAD
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