Options in terms of preference (according to my personal opinion):
1. Analytics – allows non-technical users to build reports and extract the data like you indicate below as well as do all your own formatting and editing and build the report without having to understand the DB data model (which is complex in Remedy). You can also build objects to do all your calculations at run time as you indicate. Most user friendly tool. 2. Crystal Reports – allows much of what you could do with Analytics but creating a Crystal report is really more of a development exercise than an ad-hoc reporting capability. In the end you are left with a .rpt file that anyone can run, but only a Crystal developer can change (outside of predefined input parameters you can develop in the report). 3. Remedy AR – this is really just a data extraction method unless you are on the latest AR version with the new reporting capabilities. Even then, it’s intended for quick operational level reporting and data presentation. It’s not meant to be an enterprise level analytics tool like Analytics. Hope this helps. Thanks. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall Sent: Friday, December 09, 2011 2:21 PM To: arslist@ARSLIST.ORG Subject: Incident Management - building reports ** Hi everyone - Hoping someone can help me out... I am the functional person for our environment, not technical.. I have currently created some requirements for reporting (to a spreadsheet). We have a couple of options for tools. Crystal reporting (out of Remedy), Remedy AR, and BMC Analytics. I am hoping to hear what the best practice and best approach of the 3 options is. My next question is.. If I can find data in a search, to me that means that the data exists in the Database. Would there be any reason that fields would be required to be added to a form or the DB based on the information below. As an old developer (cobol programmer), I would expect that the Total Life Cycle time would not be added, but instead be calculated as the report is run. Any guidance would really be greatly greatly appreciated! The data I am looking to retrieve is the following: (all of which I can pull up in a search except for Total Life Cycle time. My expectation is that this would be a calculated field when running the report) Assignee Group SLM Status - Response SLM status - Resolution Priority Status Incident No Incident Type Summary Submit Dated and Time Release Management: Summary Release number Status Reason Business Unit (Organization) Resolution Method Vendor Ticket Number Vendor First Name, Last Name Resolved Date and Time Closed Date and Time Assigned Date (group) and Time Assigned date (assignee) and Time Resolution Date and Time Re-opened Date and Time Total Transfers (individual) Total Transfers (group) Total Life Cycle of ticket (Assigned group to Resolved) – Calculated ********************************************************************** This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. ********************************************************************** _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
