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For auditing/Compliance purposes how would you create a report the grabs all the details in the ticket? 

Our audits require us to provide the full tickets details from when it was opened and by whom, who the ticket was assigned to, status, what the request details were and all the steps taken within the ticket through closure.

 

Any direction will be appreciated Thank you. 

Hi Andrewm,

There would be around 2 ways to create a report, you can try both and find who is the most suitable for you:

  1. Analytics --> Reports --> Create new report. 

You can create a customized report within the sysaid and drag & drop all the fields that you want to be present in the ticket, due date/sub-type/title its just a few examples as shown in a screenshot below.

Drag&Drop for fields

 

  1. You can select the ALL view of the tickets, however this method will only export the tickets present in the view and not “all” tickets into the environment, and you have the option to export as PDF.  However this method is not something I would not recommend as it can leave field that you want outside the pdf report. 

     

If you need more help, have further questions, or just want to chat about this topic, please don't hesitate to reach out.

 

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