How to get standard Service Desk reports to run

Version 3

    How to get standard Service Desk reports to run


    Step 1: Create a read only database user

    Step 2: Set up a reports share

    Step 3: Set the report location

    Step 4: Configure the report in Service Desk


    Creating a read only database user to be used

    It is good practice to have a read-only database user for reporting purposes.  This should not have a password set.


    1. In SQL Server Management Studio, go into Security – Logins.

    2. Right-click on logins and select New Login.  Give the user a name (default is tpreports), ensure it uses SQL authentication, leave the password blank and ensure the correct database is selected.


    3. Select User Mapping in the left pane and check the current Service Desk database.  Check the db_datareader, leave the public role checked and click OK.



    Setting up a reports share

    1. Create a new folder named TPReports on your Service Desk server and share this folder.

    2. Copy all of the default reports from the installation media (Usually named “LD-EN-11-7xx-LANDesk Reports (English)) to the reports share.


    Setting the report location

    Open the report in Crystal and select Database – Set Datasource Location.  In this section expand the Properties section to see the connection details to the server.

    Amend the server name as required to match your database server name.  You will then be prompted to confirm or change the database and login details.

    Change the details and click Finish.


    Adding the report to Service Desk.

    1. Open the Service Desk console and go to Administration | Crystal Reports.

    2. Click on “Set Default Reports Path” and browse to the server share (Example:
    ServiceDesk\TPReports) and click OK.

    3. Expand Reports | Default Reports.

    4. Right click on Default Reports and click New Report.

    5. For this example, Incident.rpt will be used and you will need to do this for all default reports that you plan on using.

    6. For the Report File Name, click the box in the far right side of the window and browse to the reports share and select Incident.rpt (Example:

    7. Enter in TPReport for the User ID and the Password is left blank.  Click Save.

    8. Click View report and the Enter Parameter Values should show up if it was configured properly.

    9. Now go to an existing incident and select the Print icon in the console.