6. Incident Reporting

In addition to the preconfigured reports that are included with Service Manager, you can create a variety of reports in SBM to track your incidents.

The following are some example reports:

First Call Resolution
Mean Time to Incident Resolution
Number of Incidents SLA Breaches per Week
Number of Incidents by Category
Number of Escalations

You can also combine reports to create a dashboard or multi-view report like the one created for the Incident Management launch page (Incident Management Dashboards).

Tip: You can create reports to perform keyword searches on auxiliary tables, such as the Workarounds table. To create this type of report, select to report on the table and create a search filter with Title contains Query-at-runtime. When you run the report, you will be prompted to enter your keyword search criteria, and the results will return each workaround that contains the search terms in the title.