Generating a case report

You can generate a report on a single case or multiple cases, using a standard template or customizing the report to meet your needs.

There are different ways to generate a report:
  • Within a case, click Download Case History Report. This report provides a list of fields in the case, the user who created or changed it, the date it occurred, and the old and current values.
  • Within a case, click Generate Case Report. This takes you to a Select a Template window. From there, you can choose a report template or create your own, as described below.
  • In the Cases page, select one or more cases and click the Selected button. From there, you can choose one of the following options:
    • Export selected cases to Excel and from the dialog that appears, choose whether to export only the visible columns, or all columns, and click Export. The system generates the report and prompts you to download the file.
    • Export all cases to Excel and from the dialog that appears, choose whether to export only the visible columns, or all columns, and click Export. The system generates the report and prompts you to download the file.
    • Generate Printable. This takes you to a Select a Template window. You have the option to select a predefined report template or select Customize to build your own report, as described below.
    You can access the report in the Activity Dashboard.
As described above, you can access the Select a Template window from the Cases page or a specific case. There are different types of report templates:
  • System Reports, which were provided by the system. You can select a System report to create your own template, using Save As, but you cannot modify or delete it.
  • Shared Reports, which another user created and shared. You can select a Shared report to create your own template, using Save As, or you can edit or delete the report template.
  • Your Reports, which are reports you saved. You can select one of Your reports to create a new template, using Save As, or you can edit or delete the report template.

To edit or create a report template, complete the following:

  1. In the Select a Template window, click the Customize link. This takes you to the Build a Report page.
  2. Select a template by clicking the menu next to the report template name. The template automatically loads.
  3. Select the sections that you wish to appear in the report by checking the appropriate boxes. Some sections have additional options you can choose. For example, the Task Details section includes two additional check boxes, Notes and Incident Fields. Notes includes the task notes with each task in the report and is enabled by default. Incident Fields includes task layouts and data tables in the report, and is disabled by default.
    Note: If you enable the Incident Fields check box in Task Details, you can change the width of the columns in a data table; however, making the columns too wide can cause them to be pushed off screen and not printed in the report.
  4. Deselect those sections that you want to omit.
  5. Optionally, reorder the report sections by dragging each section within the preview on the right side of the screen.
  6. If you wish to create a new template based on your selections, click Save As and then complete the following:
    1. Enter a name for your template. The name should describe the basic use of the report.
    2. Enter a description for your report, which should provide additional information such as when to use the report.
    3. Determine if you want to share this report template with other users. If you select Private, only you can access the report template.
    4. When done, click Save.
  7. If you are modifying an existing template, click the menu next to Save As then select Edit. You have the option to modify the Template Name, Description and whether the report is Private or Shared. When you are done, click Save.
    Tip: When the report template is set to Shared, you can share the template with another user by sending them the URL link.
  8. When done, click Print. The system generates the report then presents a Print window.
Tip: If you want to know what a report template contains, go to the Build a Report page and select the template by clicking the menu next to the report template name. The System Sections and Custom Sections areas list the sections that are included in the report.

When editing or creating a report template, the filters or settings in the following sections are saved when the template is saved: Attachments, Tasks Details, Task List, and Timeline. This includes the zoom settings in Timeline.