HP Service Desk - database documentation

[troyu]

Hi,
Anyone have experience in building reports off of the HP Service Desk database? We are using HP Service Desk 4.5 and when I was attempting to put together a report (using Crystal), it seems quite complicated with all the tables and joins, etc.

Any help would be appreciated.

 

[MikeLacey]

I've not had to build reports -- I've (so far) found that the answers to requests for reports can be me by looking at the customisable (and printable) views. Mike

Want to get great answers to your Tek-Tips questions? Have a look at faq219-2884

It's like this; even samurai have teddy bears, and even teddy bears get drunk.

 

[JeanLucMCD]

I have build some reports so far with Service Desk 4.5 and Crystal 8.5. The easiest way is to use the views like the V1033_Service_Call (all infos you need to find out about ServiceCalls can be found here).

 

[troyu]

The view "V1033_Service_Call"..

Is this view come standard with Service Desk 4.5? I can't see it as one of the available views on the database.

 

[troyu]

Where could I find this view? When creating reports off of this view, is this the only table/view that you need to access?

 

[MikeLacey]

The views I was talking about are the ones in the drop-down list at the top of each Service Desk screen.

Mike

Want to get great answers to your Tek-Tips questions? Have a look at faq219-2884

It's like this; even samurai have teddy bears, and even teddy bears get drunk.

 

[ShelDoyal]

My company is planning on moving from Peregrine's ServiceCenter to HP's Service Desk. I am responsible for reporting and have been asked to set up real-time reporting showing call spikes by call type based on 15, 30, and 60 minute intervals. I have never worked with Service Desk and wondered if that functionality might be built into the application. Anyone have any information or know where I might find that information? I use Crystal Reports to do my current reporting.

 

[MikeLacey]

Hello ShelDoyal,

There are some quite flexible reporting options built into ServiceDesk - they're so built-in that most people walk right past them so to speak.

They are incorporated into the customisable views drop-down menu, top of the screen when looking at a list of calls. I don't know if they'll do precisely what you want but they are worth a look.

Mike

"Deliver me from the bane of civilised life; teddy bear envy."

Want to get great answers to your Tek-Tips questions? Have a look at faq219-2884