Advice on writing Crystal reports against a Service Desk database

Version 4

    Verified Product Versions

    LANDESK Service Desk 7.6LANDESK Service Desk 7.7.x

    Introduction and Scope

    The attached document has been written to provide some general guidance for customers wishing to write reports against a Service Desk database and covers a number of the frequently requested reporting areas.  It was originally written on version 7.2 of Service Desk and version 10 of Crystal Reports but the table names and structure are still applicable on later versions.

    Assumptions

    The attached document assumes that the reader already has basic Crystal Reporting skills.  If you require assistance additionally to this Technote or need tuition in Crystal Reports please contact support who can recommend some suitable training for you or may be able to answer your table structure query.

    NOTE: If you instead require a report based on different domains, then the call (ca_ tables), change (cm_ tables) or problem (pr_ tables) follow a similar table naming convention and the structure is very similar.

     

    Topics Covered:

    Before you start (smart linking)

    • Incident Workload report – Reporting on Assignments and the Current Assignment
      • Brief description of linking and data in each table
      • Examples of fields which might be useful in the report
      • Active / Current Assignment
      • From 7.1.4 onwards – using Latest Assignment
    • Reporting on Incident Tasks and Task Assignments
      • Brief description of linking and data in each table
      • Examples of fields which might be useful in the report
    • How to report on Incident categories
      • Brief description of linking and data in each table
      • Examples of fields which might be useful in the report
    • Basic Response Level report
      • Brief description of linking and data in each table
      • Examples of fields which might be useful in the report