Details on the 7.5 OOTB reports

Version 3

    This document describes each of the standard reports provided with Service Desk 7.5, what each report’s purpose is, plus a little about how the report is written.  The standard reports provided with Service Desk are intended as a starting point for your own reports as you are likely to want to tailor them using Crystal to add your own database specific fields and perhaps your company logo.  Here are some documents to help you with this:

    http://community.landesk.com/support/docs/DOC-11211

    http://community.landesk.com/support/docs/DOC-3571

     

    All of the reports are designed to be run in version 7.5 or higher of LANDesk Service Desk and Crystal version 11 or higher.  This is because they make use of the ShiftDateTime function which was included from Crystal 11.

     

    If you have not run the standard reports before you may need to start by looking at the link below regarding configuring standard reports to run:

    http://community.landesk.com/support/docs/DOC-3565

     

    CONTENTS

    Breached Incident Report

    Purpose:

    This report shows you a list of incidents that have expired escalation points associated with them.  It shows the Incident ID, Creation Date (converted to your current local time offset from UTC), Current Status, Customer Name (if applicable), the Breach Date and Time of the “is breach” escalation point (also converted to your current local time), the Minutes since it Breached, and the Description.

    Report Grouping:

    The report groups firstly by the currently assigned Group and then by the currently assigned User.

    Record Selection Criteria:

    In order for an incident to appear on the report it must also have at least one escalation point which is at a status of expired and which is set to “is breach” equals true.  It is also designed to show only those incidents created within the date range selected in the prompted parameters.

    “Is Breach” flag -  To set or check which escalation point on your response level has the “is breach” flag set to true go into Administration, Service Level Management, Response Levels, locate your response level and the escalation in question.  Modify the Escalation Actions to view which one is the “is breach” for the escalation (or to set one if there isn’t one already set.)  For more information on why setting the “is breach” flag is useful when reporting please see this post:

    http://community.landesk.com/support/docs/DOC-5204

    Parameters:

    There are Start Date and End Date parameters.  These allow you to specify the date range for the creation date of the incidents that you wish to report on.

    Formulas:

    There are 3 formulas in the report:

    CreationDateToLocalTime – The pm_process.pm_creation_date is stored in the ServiceDesk database in UTC.  This formula picks up the timezone from the machine running the report and converts it to your local time.  For more information on this function:

    http://community.landesk.com/support/docs/DOC-11762

    ExpiryDateToLocalTime – This formula does the same task as CreationDateToLocalTime  for the im_incident_esc_point.im_expiry_date.  See the details on CreationDateToLocalTime for more information.

    TimeSinceBreach – This formula calculates the number of minutes between the ExpiryDateToLocalTime and your current local time.

    Breaching in Next N Hours Report

    As this report was recently created please see this post for information about the report that was posted at the time of release:

    http://community.landesk.com/support/docs/DOC-5449

    Report Grouping:

    Not applicable.

    Record Selection Criteria:

    This is based on a formula which references a custom UFL.  The formula selects only those incidents which have an escalation point that is at a status of “Open”, where the expiry date time is greater than the current time, and which also have the “is breach” flag set to True.

    “Is Breach” flag -  To set or check which escalation point on your response level has the “is breach” flag set to true go into Administration, Service Level Management, Response Levels, locate your response level and the escalation in question.  Modify the Escalation Actions to view which one is the “is breach” for the escalation (or to set one if there isn’t one already set.)  For more information on why setting the “is breach” flag is useful when reporting please see this post:

    http://community.landesk.com/support/docs/DOC-5204

    Additionally there are 4 parameters passed to the BusinessHoursBusinessHours-UflBusinessHoursFromNow UFL.  They are the response level guid column name, the connection string specified to the database (set under the connstr section), the “BusinessHoursToAdd” parameter, and whether or not you are running the report that is designed for Oracle databases (True or False).  The CRUFLs are described in the Crystal Reports chapter of the LANDesk Service Desk Suite Administrator Guide, which also gives details of how to register the required DLLs.

    Parameters:

    The report prompts you to enter the number of “BusinessHoursToAdd” and this will then search for expiry dates of escalation points within the number of business hours that you specified.

    Formulas:

    There are 3 formulas in the report:

    CreationDateToLocalTime – The pm_process.pm_creation_date is stored in the ServiceDesk database in UTC.  This formula picks up the timezone from the machine running the report and converts it to your local time.  For more information on this function:

    http://community.landesk.com/support/docs/DOC-11762

    ExpiryDateToLocalTime – This formula does the same task as CreationDateToLocalTime  for the im_incident_esc_point.im_expiry_date.  See the details on CreationDateToLocalTime for more information.

    TimeToBreach – This formula calculates the number of minutes between your current local time and the ExpiryDateToLocalTime.

    Incident Report

    Purpose:

    This report is designed to be run within console at the point of viewing an incident.  It has a parameter in it so that it will print out information relating to the incident that you have on screen when you click on the Print.. icon.  You can decide to use either the incident.rpt or the incident detail.rpt at runtime.  The report that you wish to run needs to be named or renamed incident.rpt as the product is hard coded to look for this filename.  It shows who the incident was Logged By, the Logged Date (in your local time), Severity, Assigned Group, Status, Assigned Analyst, whether the incident has Breached, the Category, Title, and Description for the incident.

    It also shows any note records associated with the incident.  For these notes it shows the Creation Date (in your local time), the main note Text, who created the note and the Title of the note.

    Report Grouping:

    The report is grouped by incident and then by note.  As the report only returns one incident then the grouping is not noticeable when running the report but is integral to the report design.

    Record Selection Criteria:

    The report is designed to select just the incident record for the im_incident.pm_guid that is passed to it.

    Parameters:

    One parameter is setup to prompt for the guid of the incident.  This is designed to be automatically populated at runtime.  See purpose of report for more details.

    Note: If you are developing this report for another purpose and want to remove the guid parameter on it please see the link below:

    http://community.landesk.com/support/docs/DOC-16057

    Formulas:

    CreationDateToLocalTime – The pm_process.pm_creation_date is stored in the ServiceDesk database in UTC.  This formula picks up the timezone from the machine running the report and converts it to your local time.  For more information on this function:

    http://community.landesk.com/support/docs/DOC-11762

    NoteCreationDateToLocalTime – As per CreationDateToLocalTime but for im_incident_note. im_creation_date.

    Breached – This looks for the flag im_incident.im_is_breached and if set to a 1 it displays a text “Yes” else “No”.

    Problem Report

    Purpose:

    This report is designed to be run within Service Desk when a print-out of the Problem being viewed is required.  The report can be altered or a new report can be written but it must maintain the Problem.rpt name as the product is hard-coded to use a report by this name.  It includes fields most commonly found on Problems that are in the out-of-the-box database.

    In addition, any Note records associated with the Problem are shown.  For these Notes it shows the Creation Date (in your local time), the main note Text, who created the Note and the Title of the Note.

    Report Grouping:

    The report is grouped by Problem and then by Note.  As the report only returns one Problem then the grouping is not noticeable when running the report but is integral to the report design.

    Record Selection Criteria:

    The report is designed to select just the Problem record for the pr_problem.pm_guid that is passed to it.

    Parameters:

    GUID – This parameter is used to ensure the record selected is the one that is being viewed in Service Desk.

    Note: If you are developing this report for another purpose and want to remove the GUID parameter on it please see the link below:

    http://community.landesk.com/support/docs/DOC-16057

    Formulas:

    CreationDateToLocalTime – The pm_process.pm_creation_date is stored in the Service Desk database in UTC.  This formula picks up the timezone from the machine running the report and converts it to your local time.  For more information on this function:

    http://community.landesk.com/support/docs/DOC-11762

    NoteCreationDateToLocalTime – As per above but for pr_problem_note.pr_creation_date.

    Breached – This looks for the flag pr_problem.pr_is_breached and if set to a 1 it displays a text “Yes” else “No”.

     

    Change Report

    Purpose:

    This report is designed to be run within Service Desk when a print-out of the Change being viewed is required.  The report can be altered or a new report can be written but it must maintain the Change.rpt name as the product is hard-coded to use a report by this name.  It includes fields most commonly found on Changes that are in the out-of-the-box database.

    In addition, any Note records associated with the Change are shown.  For these Notes it shows the Creation Date (in your local time), the main note Text, who created the Note and the Title of the Note.

    Report Grouping:

    The report is grouped by Change and then by Note.  As the report only returns one Change then the grouping is not noticeable when running the report but is integral to the report design.

    Record Selection Criteria:

    The report is designed to select just the Change record for the cm_change.pm_guid that is passed to it.

    Parameters:

    GUID – This parameter is used to ensure the record selected is the one that is being viewed in Service Desk.

    Note: If you are developing this report for another purpose and want to remove the GUID parameter on it please see the link below:

    http://community.landesk.com/support/docs/DOC-16057

    Formulas:

    CreationDateToLocalTime – The pm_process.pm_creation_date is stored in the Service Desk database in UTC.  This formula picks up the timezone from the machine running the report and converts it to your local time.  For more information on this function:

    http://community.landesk.com/support/docs/DOC-11762

    NoteCreationDateToLocalTime – As per above but for cm_change_note.cm_creation_date.

    Breached – This looks for the flag cm_change.cm_is_breached and if set to a 1 it displays a text “Yes” else “No”.

     

    Incidents Closed In One Day

    Purpose:

    This report shows only incidents that have had a closure record against them.  It lists the ID, Description, Creation Date (in your local time), and Close Date (in your local time).  It also counts the number of incident closure records on the report, the number of incidents closed within 24 hours, and shows this as a percentage.

    IMPORTANT: The report has a prompt called Show First Closure Only.  This is because you may have the option within your Incident process to close and then later re-open an incident a number of times.  If you select to Show First Closure Only then the incident will only appear on the report once and only the first closure record will count.  However if you select not to Show First Closure Only then the resulting report will show all closure records against an incident.  This means that you may see the incident listed on the report multiple times and each time will be counted in the totals.  It is your decision when running the report whether you want the totals to reflect about multiple closures - should each one count against you / for you or should your first attempt to resolve the problem be the one to count?

    Report Grouping:

    NA

    Record Selection Criteria:

    To show only those incidents created within the date range selected in the prompted parameters.  Also if the prompted parameter Show First Closure Only is set to "Yes" then pickup only the first closure record (im_incident_closure.im_id = 1) else if not then select all closure records.

    Parameters:

    Start Date and End Date - Specify a range of incident creation dates that you want to view the report for.

    Show First Closure Only - If you select to Yes then only the first closure record will be selected for the report.  If you select No then the resulting report will show all closure records against the incidents.

    Formulas:

    CreationDateToLocalTime – The pm_process.pm_creation_date is stored in the ServiceDesk database in UTC.  This formula picks up the timezone from the machine running the report and converts it to your local time.  For more information on this function:

    http://community.landesk.com/support/docs/DOC-11762

    ClosureDateToLocalTime – As per above but for im_incident_closure.im_creation_date.

    Incident Duration By Days

    This one is a little different and so has been detailed in a separate article:

    http://community.landesk.com/support/docs/DOC-5420?approved=true

    Incidents General Specific

    Purpose:

    This report allows you to produce a list of incidents based on a number of criteria.  It shows the incident id, severity, who it was logged by, whether it is breached, status, creation date and closure date (if applicable).

    IMPORTANT: The report may show individual incident records a number of times.  This is because you may have the option within your Incident process to close and then later re-open an incident a number of times.  The incident will appear on the report showing each time the incident was closed and it’s closure date.  This is by design.  If you wanted to change the report to only show the first or latest closure record you could group the report by incident and then write a formula to pull back the minimum or maximum im_incident_closure.im_id then restrict the record selection formula of the report based on this.

    Report Grouping:

    Not applicable

    Record Selection Criteria:

    To show only those incidents created within the date range selected in the prompted parameters.

    To show only those incidents that have breached or not breached depending on the parameter selected at runtime.

    To show only close incidents that are active (not equal to a status of “closed”) or “closed” depending on the parameter selected at runtime.

    Parameters:

    Start Date and End Date - Specify a range of incident creation dates that you want to view the report for.

    Breached - Specify breached or not breached depending on the requirement.

    To show only close incidents that are active (not equal to a status of “closed”) or “closed” depending on the parameter selected at runtime.

    Active Or Closed - Specify active (not equal to a status of “closed”) or “closed” depending on the requirement.

    Formulas:

    CreationDateToLocalTime – The pm_process.pm_creation_date is stored in the ServiceDesk database in UTC.  This formula picks up the timezone from the machine running the report and converts it to your local time.  For more information on this function:

    http://community.landesk.com/support/docs/DOC-11762

    ClosureDateToLocalTime – As per above but for im_incident_closure.im_creation_date.

    CreationDateToDate - Converts CreationDateToLocalTime to a Date only rather than a DateTime.

     

    Incident Summary

    Purpose:

    This report allows you to see a graphical representation of incident data over a specific date range.  It shows you 4 pie charts of incident data showing incidents by current status, category, response level and by department (customer).  It then shows you a breakdown of incident count totals grouped by current response level and then by status.

    Report Grouping:

    Grouped by current response level and then by current status.

    Record Selection Criteria:

    This report only restricts the data based on the creation date of the incident and the date range parameters that you select at runtime.

    Parameters:

    Start Date and End Date - Specify a range of incident creation dates that you want to view the report for.

    Formulas:

    Category – This formula displays the text “No Category Recorded” if the category field on the incident is NULL else it displays the full name of the category.

    Count of Incidents – This performs a count on incident id.

    CreationDateToLocalTime – The pm_process.pm_creation_date is stored in the ServiceDesk database in UTC.  This formula picks up the timezone from the machine running the report and converts it to your local time.  For more information on this function:

    http://community.landesk.com/support/docs/DOC-11762

    Department - This formula displays the text “No Department Recorded” if the department (or customer) field on the incident is NULL else it displays the title of the department.

    Response Level - This formula displays the text “No Response Level Recorded” if the response level field on the incident is NULL else it displays the title of the response level.

    Still Open – This formula returns a 1 if the incident status is not equal to “Closed” else it returns a 0.  This is used for calculating the total number of incidents not closed.

    Sum of Still Open – This formula performs a sum function on the Still Open formula.

    Task Report

    See also:

    http://community.landesk.com/support/docs/DOC-7183

    Purpose:

    This report is designed to be run when in a task record when you click on the Print.. icon.  This report is designed to pickup whether the task that you are in is a change, incident or problem task and to display the correct sub-report accordingly.

    If you need to add in another sub-report if you have a task object that contains different attributes that you only want on the report when printing for this task object:

    1. Create a new details section (right-click on "Details c" and select "Insert Section Below").
    2. Add the report as a sub-report to the new section.
    3. On the Links tab when adding the sub-report move the pm_process.pm_guid report field to the right-hand panel and in the bottom-left dropdown select the "?Guid"  parameter field.
    4. Right-click the sub-report and select "Format Subreport" and remove the borders.
    5. Resize the subreport field to use the full width and height of the section.
    6. Open the Section Expert, and on the new section tick the Supress checkbox.
    7. Press the Function button next to the checkbox and add the formula as below: {md_class_type.md_title} <> "Object Title"    

    i.e.          {md_class_type.md_title} <> "HR Task"

    1. Design the report as required.

    Report Grouping:

    NA

    Record Selection Criteria:

    The report shows just the record for the guid sent to it at runtime.

    Parameters:

    The parameter looks for the guid sent to it at runtime.

    Formulas:

    Breached – This looks for the flag im_incident.im_is_breached and if set to a 1 it displays a text “Yes” else “No”.

    TaskCreationDateToLocalTime – The pm_process.pm_creation_date is stored in the ServiceDesk database in UTC.  This formula picks up the timezone from the machine running the report and converts it to your local time.  For more information on this function:

    http://community.landesk.com/support/docs/DOC-11762

    NoteCreationDateToLocalTime – As per TaskCreationDateToLocalTime but for cm_task_note. cm_creation_date, im_incident_task_note.im_creation_date, or pr_task_note.pr_creation_date.

    OpenIncidentsByMonth

    Purpose

    This report lists all Incidents created in the specified Month and Year grouped by the Assigned Group and User.  In addition, it provides a calculation to determine what proportion of Incidents assigned to each Group are at an end status.

    Report Grouping

    This report is grouped by the assigned Group and then the Assigned User.  Where either field is not set a blank group is shown.

    Record Selection Criteria

    The selection formula ensures that only records with a creation date within the specified month and year are displayed.

    Parameters

    Month – This parameter provides a pre-set list of months to choose from.  Only one month at a time can be selected.

    Year - This parameter requires a four-digit value for year to be entered.

    Formulas

    Breached - This looks for the flag im_incident.im_is_breached and if set to a 1 it displays a text “Yes” else “No”.

    isEndStatus – This looks for the flag lc_status.lc_is_end and if set to 1 returns 1 else 0.

    PercentResolved – This formula Sums the number of records in each group that has a positive for isEndStatus and divides it by the number of records in the group and multiplies by 100 to give a percentage value.

    If the grouping on this report is altered then the PercentResolved formula will need to be changed to reflect the new grouped by field.

    OpenProblemsByMonth

    Purpose

    This report lists all Problems created in the specified Month and Year grouped by the Assigned Group and User.  In addition, it provides a calculation to determine what proportion of Problems assigned to each Group are at an end status.

    Report Grouping

    This report is grouped by the assigned Group and then the Assigned User.  Where either field is not set a blank group is shown.

    Record Selection Criteria

    The selection formula ensures that only records with a creation date within the specified month and year are displayed.

    Parameters

    Month – This parameter provides a pre-set list of months to choose from.  Only one month at a time can be selected.

    Year - This parameter requires a four-digit value for year to be entered.

    Formulas

    Breached - This looks for the flag pr_problem.pr_is_breached and if set to a 1 it displays a text “Yes” else “No”.

    isEndStatus – This looks for the flag lc_status.lc_is_end and if set to 1 returns 1 else 0.

    PercentResolved – This formula Sums the number of records in each group that has a positive for isEndStatus and divides it by the number of records in the group and multiplies by 100 to give a percentage value.

    If the grouping on this report is altered then the PercentResolved formula will need to be changed to reflect the new grouped by field.

    OpenChangesByMonth

    Purpose

    This report lists all Changes created in the specified Month and Year grouped by the Assigned Group and User.  In addition, it provides a calculation to determine what proportion of Changes assigned to each Group are at an end status.

    Report Grouping

    This report is grouped by the assigned Group and then the Assigned User.  Where either field is not set a blank group is shown.

    Record Selection Criteria

    The selection formula ensures that only records with a creation date within the specified month and year are displayed.

    Parameters

    Month – This parameter provides a pre-set list of months to choose from.  Only one month at a time can be selected.

    Year - This parameter requires a four-digit value for year to be entered.

    Formulas

    Breached - This looks for the flag cm_change.cm_is_breached and if set to a 1 it displays a text “Yes” else “No”.

    isEndStatus – This looks for the flag lc_status.lc_is_end and if set to 1 returns 1 else 0.

    PercentResolved – This formula Sums the number of records in each group that has a positive for isEndStatus and divides it by the number of records in the group and multiplies by 100 to give a percentage value.

    If the grouping on this report is altered then the PercentResolved formula will need to be changed to reflect the new grouped by field.

    MeanTimeBetweenFailures – Date Range

    Purpose

    This report is designed to show the mean time between failures (MTTF) and mean time to repair (MTTR) for specified Configuration Items (CIs) and CI Types within a specified date range.  It is based on Incidents to which the specified CIs are linked and additionally calculates the resolution time of those Incidents.  Only Incidents that have at least one Resolve on them are included.

    Views

    This report relies on the database containing the view vw_EarliestResolutionCreationDate.  A script to create this table is available if it doesn’t already exist.  The view stores the earliest creation date of the resolutions on each Incident in the database.  Therefore, for this report to be successful, the Incident process must ensure that the Resolution collection is created.

    Report Grouping

    CI Type – The report is initially grouped by the Class Type of the specified CI.

    CI – The second grouping is by each CI.

    Record Selection Criteria

    The selection formula ensures that the Incident creation date is less than the specified To Date is.  If there is no date set then it selects all Incidents that are older than 1st January 1900.  Similarly, it ensures that the Creation date is greater than the from date or at least greater than 1st January 1900.

    It then ensures that the specified CI is either “All Config Items” or in the list of CI’s specified in the parameter.  Likewise, it checks that the CI type has been specified in the parameters too.

    Parameters

    CI – This is a multi-value list box that can have any number of CI’s entered.  It has a single pre-populated value “All Config Items” that is hard-coded throughout the report to return all Incidents with any CI attached.  If the requirement to have all CI’s pre-populated in the choices is present they can be added by inserting all values from cf_config_item.cf_title.

    CI Type – This is a multi-vale list box that can have any number of CI Types entered.  It has a single pre-populated value “All Config Item Types” that can be used to return all Incidents with a CI Type set.  If the requirement to have all CI Types pre-populated in the choices is present they can be added by inserting all values from md_class_type.md_title.

    FromDate – This is a String field that will take a date in almost any format, “17th May 2010” is equally as valid as “05/17/10” (note American date format).

    ToDate – As above, this is a String field that will accept a String that represents a date.

    Formulas

    AverageMTBF – Used to calculate the average MTBF for all CI’s listed on the report.

    AverageMTBF1 – Calculates the average MTBF between all the records listed for a particular CI.

    AverageMTBF2 – Calculates the average MTBF between all the records listed for a particular CI Type.

    AverageMTTR – Calculates the average MTTR for all records on the report.

    AverageMTTR1 – Calculates the average resolution time of all records for a particular CI.

    Average MTTR2 – Calculates the average resolution time of all records for a particular CI Type.

    CI – Returns all values specified in the CI parameter in a comma-delimited list.

    CI Type – Returns all values specified in the CI Type parameter in a comma-delimited list.

    GlobalVariables – Sets values for variables used throughout the rest of the report.  Is not used on the report as a formula.

    MTBFFormula1 – Calculates the number of days between the Creation and Resolution of an Incident.

    ProcessCreationDate – Converts the Incident creation date from UTC to local Timezone.

    ResolutionCreationDate – Converts the Incident resolution date from UTC to local Timezone.

    TimeToResolve – Calculates the difference in days between the Incident creation date and the first resolution creation date.

    TimeToResolveString – Returns a String value for the numeric TimeToResolve variable.

    ToDevideBy - Sets the count for the Average formulas to divide by when calculating averages.

    MeanTimeBetweenFailures – Yearly Trend

    Purpose

    This report graphically represents the MTBF and MTTR of specified CIs in the last year.

    Views

    This report relies on the database containing the view vw_EarliestResolutionCreationDate.  A script to create this table is available if it doesn’t already exist.  The view stores the earliest creation date of the resolutions on each Incident in the database.  Therefore, for this report to be successful, the Incident process must ensure that the Resolution collection is created.

    Report Grouping

    This report is grouped by the result of the MonthYear formula

    Record Selection

    The selection ensures that the creation date of the Incidents is greater than the FromDate formula field.

    Parameters

    CI – This is a multi-value list box that can have any number of CI’s entered.  It has a single pre-populated value “All Config Items” that is hard-coded throughout the report to return all Incidents with any CI attached.  If the requirement to have all CI’s pre-populated in the choices is present they can be added by inserting all values from cf_config_item.cf_title.

    CI Type – This is a multi-vale list box that can have any number of CI Types entered.  It has a single pre-populated value “All Config Item Types” that can be used to return all Incidents with a CI Type set.  If the requirement to have all CI Types pre-populated in the choices is present they can be added by inserting all values from md_class_type.md_title.

    Formulas

    AverageMTBF – This formula works out the overall average of the MTBF for every record on the report.

    AverageMTBF1 – Calculates the average MTBF for every record in the group

    AverageMTTR – Calculates the average MMTR for every record on the report

    AverageMMTR1 – Calculates the average MMTR for every record in the group

    FromDate – Calculates the earliest creation time for the Incidents that should be used.  This is one year ago.

    GlobalVariables – Sets values for variables used throughout the rest of the report.  Is not used on the report as a formula.

    Month – Returns the month of the creation date of the Incident as a string.

    Month/Year – Returns the month and year of the creation date in a string

    MTBFFormula1 – Calculates the number of days between the Creation and Resolution of an Incident.

    NumberOfIncidents – returns the number of Incidents in the group

    TimeToResolve – Calculates the difference in days between the creation date and earliest resolution date of the Incident

    Year returns the year of the creation date

     

    Autoemail Report

    Purpose

    This report is designed to be sent by outbound mail in response to a specific request for information.  For more information on this please have a look in the LDSDAdministrator guide under Subject Keyword Settings.  It shows the process id, title, description, creation date, and raise user.

    Here is some more guidance on getting the outbound mail report to work:

    http://community.landesk.com/support/docs/DOC-10959

    Record Selection

    There is logic to suppress the details section of the report based on the following parameters passed to the report at runtime regarding the email subject sent from the sender:

    Show the details section if for the id specified in the email, the person sending the email is the raise user for the correct domain (incident, problem, change, or call) that the outbound report is being sent for.

    Parameters

    Process ID – Take the process id specified in the email header.

    Class Type Name – Show only the class type specified for the outbound report.

    Raise User Name – Where the sender of the email is the raise user for the process.

    Formulas

    As this report is used by outbound mail, it is not appropriate to use the ShiftDate function to get the local timezone.  If you want the report to select a particular timezone please use this method instead:

    http://community.landesk.com/support/docs/DOC-3856