Reports¶

Reports are generated from saved or entered evaluation criteria and can be exported.

Overview¶

This page explains how to use Reports and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Select report criteria. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
View detailed and analytical results. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.
Create a CSV export. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Generate PDF output. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.