Service Desk printing uses a Crystal Report to display the printed information from objects such as Incident, Problem, Change and Note. This allows the print layout to be customised. A set of example reports can be selected as part of an installation.
This guide demonstrates how to add additional fields to the reports or to any new reports that have been created. Please note that a backup of the report should be taken before any changes are made. In the event of any problems, the old report can be used. This guide assumes the reader has an understanding of Crystal Reports and the Service Desk database schema.
The scope of the LANDesk Support services do not include the provision of assistance with regards to customer’s unique reporting requirements.’ Should assistance be required to produce reports aligned with specific business needs we recommend to contact LANDesk Professional Services or your preferred LANDesk partner
How to add fields to a report
1. Open the report
To open the report, load the Crystal Reports application. When Crystal Reports is open, the report that the field is being added to can be opened by clicking on open and selecting the report
2. Refresh the fields in the report
If the fields you are adding to the report were added after the report was created they may not be displayed in the list of available fields. To refresh the report, select database and verify any newly created fields. These will then be added to the report. At this stage you may be required to enter your login details for the report.
3. Add the field(s) to the report using the fields explorer
The field explorer dialog allows fields to be added to the report. If the field explorer is not displayed it can be added by clicking on the view menu and selecting field explorer.
It is necessary to ensure that the design tab is selected before adding fields to the report. The fields can be displayed by dropping down the database tree in the field explorer. Then drop down the table with the fields that is being added to the report (new tables can be added using the guide in the next section). Then the required field can be dragged and dropped on to the report. The fields that are already on the report are shown with a green tick.
How to add more tables to the report
When the field or fields are not available in the existing tables, additional tables can be added using database expert.
1. Refresh the fields in the report
When adding new tables to the report, the existing tables should be refreshed to show any new attributes. This is necessary in order to undertake the linking correctly in step four. To refresh the data, select database and click verify. At this point you may be asked to enter your database details for the report.
2. Add the required tables to the report
To access database expert, select database from the file menu and select database expert from the options. Then dropdown the history folder and select the connection to the database which is being used by the report.
Then select the database and then the schema being used for the Service Desk tables. Next dropdown tables and select the tables you wish to add to the report. In this example, a new reference list is being to added to the report:
The table can be added to the reports by selecting the table and clicking on the right arrow.
For details of the default database schema for the Service Desk please see the following article:
3. Create the links to the new table
The table has to be linked to related tables. For example, the new dropdown that has been created is linked to the im_incident table so a link needs to be created between this table and new dropdowns table. The linking is displayed by clicking on the Links tab.
If you have the smart linking feature enabled, the link will be created for you. Please be aware that if the links are generated incorrectly then this may cause the report not to display the data correctly.
The following guide looks at troubleshooting any problem with table linking.
How to add groups to the reports
A grouping for collection items such as notes can be added to the report by selecting insert from the menu options and then clicking on Group. The dialog box below will then be displayed:
The group by attribute has to be unique so the groups are repeated. Each note will be displayed on a new line. Once this is selected click ok and the group will be added to the bottom of the report.
Once the group is added to the report, fields from the object can be added to the group using the field explorer.