CA Service Management

Hi all,

Am trying to build a Request ticket details Report. their i am unable to find below mentioned fields:

1.Response SLA Status

2.Resolution SLA  Status

3.Response Time

4.Resolution Time

5.Ticket Type

6.Subject

7. Created By

Can anyone tell how can i add the same in my report.

need step by step procedure for the same.

Hi Yusuf,

Could you please clarify the product in question, i.e Service Catalog or Service Desk. Please also indicate the version for which this relates.

Kind Regards,

Brian

HI Brian,..

Find the Snip FYR:

Service desk

Good Afternoon Yusuf.

I assume this is CABI/BOXI related. Please also let us know which version of CABI you are running?

Thanks in advance and kind regards, Louis van Amelsfort.

FYR :

Snip :

can anyone help me to get out of this

Good afternoon Yusuf.

Did you try/check/test to use SC's report-builder>data-object and data-view for reporting purposes?

Since CABI will be phased out eventually and replaced by JasperSoft.

Kind regards, Louis van Amelsfort.

Hi Louis,

Good Morning,

I didn't check any SC's report-builder.  What is this?? I have know idea about this? how i will use??

From where i can get??

Is this a kind of any application that i need to install???

Can you come up with a proper idea.

Am using Web intelligence Rich Client, Do u Have idea, here Can i get these fields that i mentioned above.

Can we achieve this thing by various variable and function.

Snip FYI :

Hi Yusuf,

the Report Builder that Louis refers to is in the Admininstration tab of the Catalog UI:

Reporting Using CA Service Catalog - CA Service Management - 17.0 - CA Technologies Documentation 

regards

Iain

Good Morning Yusuf.
 
For your query:
1.Response SLA Status
2.Resolution SLA  Status
3.Response Time
4.Resolution Time
5.Ticket Type
6.Subject
7.Created By
 
Please check the below steps to retrieve the fields as you asked for:
- Open the 'BOXI BI launch pad' in your browser
- Login and drill down into the Universe
> Web Intelligence(java loading applet)
> New(ctrl-N)
> Select Data Source=Universe/OK
> SLCM(double click)
 
- Expand Subscription Detail (Admin) for SLA related information
- Expand 'Requests' related 'objects' (e.g. Users Requests (Admin))
 
Thanks and kind regards, Louis van Amelsfort.

Hi,

Can you explain this things, step by step in BOXI BI launch pad' am not able to see what are the things that you have mentioned..

like : Select Data Source=Universe/OK
> SLCM(double click)
 
- Expand Subscription Detail (Admin) for SLA related information
- Expand 'Requests' related 'objects' (e.g. Users Requests (Admin))

From where you get theses details. In BI launch pad after selecting universe am not getting the other fields that i mentioned above.

FYI :

Good Afternoon Yusuf.
 
With the information as provided, this should give you a good starting point.
It is not meant for a fully implementation and writing/designing of your reports.
 
Should you need assistance for that, I can only propose to engage CA Services.
To be contacted through your CA Sales representative.
 
With the help of CA Services, you can then proceed in getting the reports per your requirements.
 
Thanks for your undertanding on this and kind regards, Louis van Amelsfort.

Good Afternoon Yusuf.

Since this is for Service Desk (sorry for my earlier update with SLCM which is Service Catalog),

double-click on the 'Service Desk' universe in the list and it should open up.

From there on, expand and check the objects for the fields you are looking for.

Again, with my apology, I used SLCM info earlier.

Possibly, a more experienced SDM use or CA Engineer can follow-up accordingly.

Kind regards, Louis van Amelsfort.