Incident Management - building reports
Hi everyone - Hoping someone can help me out... I am the functional person for our environment, not technical.. I have currently created some requirements for reporting (to a spreadsheet). We have a couple of options for tools. Crystal reporting (out of Remedy), Remedy AR, and BMC Analytics. I am hoping to hear what the best practice and best approach of the 3 options is. My next question is.. If I can find data in a search, to me that means that the data exists in the Database. Would there be any reason that fields would be required to be added to a form or the DB based on the information below. As an old developer (cobol programmer), I would expect that the Total Life Cycle time would not be added, but instead be calculated as the report is run. Any guidance would really be greatly greatly appreciated! The data I am looking to retrieve is the following: (all of which I can pull up in a search except for Total Life Cycle time. My expectation is that this would be a calculated field when running the report) Assignee Group SLM Status - Response SLM status - Resolution Priority Status Incident No Incident Type Summary Submit Dated and Time Release Management: Summary Release number Status Reason Business Unit (Organization) Resolution Method Vendor Ticket Number Vendor First Name, Last Name Resolved Date and Time Closed Date and Time Assigned Date (group) and Time Assigned date (assignee) and Time Resolution Date and Time Re-opened Date and Time Total Transfers (individual) Total Transfers (group) Total Life Cycle of ticket (Assigned group to Resolved) – Calculated ** This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Incident Management - building reports
Options in terms of preference (according to my personal opinion): 1. Analytics – allows non-technical users to build reports and extract the data like you indicate below as well as do all your own formatting and editing and build the report without having to understand the DB data model (which is complex in Remedy). You can also build objects to do all your calculations at run time as you indicate. Most user friendly tool. 2. Crystal Reports – allows much of what you could do with Analytics but creating a Crystal report is really more of a development exercise than an ad-hoc reporting capability. In the end you are left with a .rpt file that anyone can run, but only a Crystal developer can change (outside of predefined input parameters you can develop in the report). 3. Remedy AR – this is really just a data extraction method unless you are on the latest AR version with the new reporting capabilities. Even then, it’s intended for quick operational level reporting and data presentation. It’s not meant to be an enterprise level analytics tool like Analytics. Hope this helps. Thanks. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall Sent: Friday, December 09, 2011 2:21 PM To: arslist@ARSLIST.ORG Subject: Incident Management - building reports ** Hi everyone - Hoping someone can help me out... I am the functional person for our environment, not technical.. I have currently created some requirements for reporting (to a spreadsheet). We have a couple of options for tools. Crystal reporting (out of Remedy), Remedy AR, and BMC Analytics. I am hoping to hear what the best practice and best approach of the 3 options is. My next question is.. If I can find data in a search, to me that means that the data exists in the Database. Would there be any reason that fields would be required to be added to a form or the DB based on the information below. As an old developer (cobol programmer), I would expect that the Total Life Cycle time would not be added, but instead be calculated as the report is run. Any guidance would really be greatly greatly appreciated! The data I am looking to retrieve is the following: (all of which I can pull up in a search except for Total Life Cycle time. My expectation is that this would be a calculated field when running the report) Assignee Group SLM Status - Response SLM status - Resolution Priority Status Incident No Incident Type Summary Submit Dated and Time Release Management: Summary Release number Status Reason Business Unit (Organization) Resolution Method Vendor Ticket Number Vendor First Name, Last Name Resolved Date and Time Closed Date and Time Assigned Date (group) and Time Assigned date (assignee) and Time Resolution Date and Time Re-opened Date and Time Total Transfers (individual) Total Transfers (group) Total Life Cycle of ticket (Assigned group to Resolved) – Calculated ** This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. ** _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Incident Management - building reports
We use Microsoft SQL Reporting Services (SSRS) for our analytical needs; obviously we have a SQL Server DB. We added a SQL snapshot for reporting purposes of the live ARSystem DB to make sure we were only hitting the live db for reporting purposes when absolutely necessary, e.g. when needing to report on open incs, pbi's , changes, etc... For us this was the most cost efficient way to have real time reports available for a mass audience (hundreds of report users) and give the user the flexibility in exporting the data (pdf, excel, web archive, etc) and/or subscribing to reports to be delivered in email or on a file share. For us ramping up report development on SSRS also had the fastest turn around. Licensing of BMC analytics was unfortunately cost prohibitive for a mass audience, although we did like the interface and web designer aspects of the application. Downside of using SSRS was the learning curve to understand the database schema. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall Sent: Friday, December 09, 2011 2:21 PM To: arslist@ARSLIST.ORG Subject: Incident Management - building reports Hi everyone - Hoping someone can help me out... I am the functional person for our environment, not technical.. I have currently created some requirements for reporting (to a spreadsheet). We have a couple of options for tools. Crystal reporting (out of Remedy), Remedy AR, and BMC Analytics. I am hoping to hear what the best practice and best approach of the 3 options is. My next question is.. If I can find data in a search, to me that means that the data exists in the Database. Would there be any reason that fields would be required to be added to a form or the DB based on the information below. As an old developer (cobol programmer), I would expect that the Total Life Cycle time would not be added, but instead be calculated as the report is run. Any guidance would really be greatly greatly appreciated! The data I am looking to retrieve is the following: (all of which I can pull up in a search except for Total Life Cycle time. My expectation is that this would be a calculated field when running the report) Assignee Group SLM Status - Response SLM status - Resolution Priority Status Incident No Incident Type Summary Submit Dated and Time Release Management: Summary Release number Status Reason Business Unit (Organization) Resolution Method Vendor Ticket Number Vendor First Name, Last Name Resolved Date and Time Closed Date and Time Assigned Date (group) and Time Assigned date (assignee) and Time Resolution Date and Time Re-opened Date and Time Total Transfers (individual) Total Transfers (group) Total Life Cycle of ticket (Assigned group to Resolved) - Calculated ** This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. ** _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ font face=monospacesize=-3brThe information transmitted is intended only for the person or entity to which it is addressed and brmay contain confidential and/or privileged material. If the reader of this message is not the intendedbrrecipient, you are hereby notified that your access is unauthorized, and any review, dissemination,brdistribution or copying of this message including any attachments is strictly prohibited. If you are notbrthe intended recipient, please contact the sender and delete the material from any computer.br ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
