Using Crystal Reports with TPM


Overview

Tasks

Included with

Tivoli Problem Management

Overview

TPM Reports

Tivoli Problem Management includes a set of reports tailored to the needs of help desk managers. These reports run with Crystal Reports, although they can be distributed to users who do not have Crystal Reports on their workstations. See Compiled reports.

You can use the standard reports to analyze the efficiency of your help desk. These reports can also help you set goals and standards in your help desk operations. For example, you can use the standard reports to check the average time spent by help desk analysts on problems or the number of sessions it takes to resolve a problem. Or, you can analyze the problems handled by your help desk by looking for patterns in the systems involved, problem types, or problem severity.

Compiled reports

After you configure reports, you can use Crystal Reports Professional to print them. Or, you can compile them into executable versions that can be printed on demand by clicking an icon without opening Crystal Reports. You can share an executable version of a report even if the other users don't know how to use Crystal Reports.

Some of the advantages of compiled reports include the following:

  • Compiled reports can run inside Tivoli Problem Management. Your help desk managers can run these compiled reports whenever they want to analyze help desk operations.
  • Compiled reports also provide run-time parameters for any record-selection formula established for the report. The Tivoli Problem Management standard reports have been created with minimal record-selection criteria. In compiled reports, users can modify the record-selection formula to suit their own needs.
  • Users can view the output from a compiled report, save the report in a file, or print the report.

The Tivoli Problem Management standard reports are not shipped in compiled form. Because compiled reports save the data source and table location information, they cannot be compiled for you. After you configure the standard reports for your database platform, you can compile and distribute them as needed using Crystal Report Distribution Expert.

Note: For information on compiling Crystal Reports, see the Crystal Reports User's Guide.

Requirements for running TPM reports

Passwords are required to access the database when users run a report, even if passwords are not required to use Tivoli Problem Management.

Users may need to have the Crystal Reports Professional application directory in their PATH in their autoexec.bat file to run reports from inside Tivoli Problem Management.

Standard TPM reports

Tivoli Problem Management is shipped with a set of standard reports for Crystal Reports Professional. You can use the sorting and selection options in these reports to produce reports that best fit the needs of your help desk. In addition, you can compile these reports into executable files which may be run by your help desk analysts, help desk manager, Diagnostic Aid administrator, or other Tivoli Problem Management users.

Note: For information on sorting reports, refer to the Crystal Reports User's Guide.

Tivoli Problem Management contains the following standard reports.

Report File Description
Call.rpt The Call report contains session counts for a selected time period. It also calculates the percent of the total number of sessions for each period. You can use this report to analyze session volume.

You can review:

  • Session Count by Day of the Week (last seven days)
  • Session Count by Week (for the current year)
  • Session Count by Month (for the current year)
  • Session Count by Quarter (for the current year)
Ccod.rpt The Call Code report contains total session counts and session counts by call codes (incoming call and incoming e-mail, for example) for a selected time period.

You can review:

  • Call Codes by System
  • Call Codes by Component
  • Call Codes by Location
  • Call Codes by Operator
  • Call Codes by Problem Type
  • Call Codes by Severity
Dgaid.rpt This Diagnostic Aid report shows you how many problems were resolved by each Diagnostic Aid during a selected time period.
Dgaidby.rpt This Diagnostic Aid report shows you which Diagnostic Aids were used to resolve problems during a selected time period.

You can use grouping options to review:

  • Number of Problems Solved with Diagnostic Aids by System
  • Number of Problems Solved with Diagnostic Aids by Component
  • Number of Problems Solved with Diagnostic Aids by Item
  • Number of Problems Solved with Diagnostic Aids by Module
  • Number of Problems Solved with Diagnostic Aids by Location
  • Number of Problems Solved with Diagnostic Aids by Operator
  • Number of Problems Solved with Diagnostic Aids by Problem Type
  • Number of Problems Solved with Diagnostic Aids by Severity
Htnod.rpt The Solutions Nodes in HyperTree report presents totals of solutions nodes. You can include solved, unsolved, or all nodes in the HyperTree Diagnostic Aid.

You can use grouping options to review:

  • Total Number of Nodes in HyperTree by System
  • Total Number of Nodes in HyperTree by Component
  • Total Number of Nodes in HyperTree by Item
  • Total Number of Nodes in HyperTree by Module
  • Total Number of Nodes in HyperTree by Problem Type
  • Number of Solution Nodes in HyperTree by System
  • Number of Solution Nodes in HyperTree by Component
  • Number of Solution Nodes in HyperTree by Item
  • Number of Solution Nodes in HyperTree by Module
  • Number of Solution Nodes in HyperTree by Problem Type
Pcod.rpt The Problem Code report shows you total number of problem codes (closed, open, or transferred, for example) grouped by a common factor such as location.

You can use grouping options to review:

  • Problem Codes by System
  • Problem Codes by Component
  • Problem Codes by Location
  • Problem Codes by Operator
  • Problem Codes by Problem Type
  • Problem Codes by Severity
Pcnt.rpt The Problem Count report shows you total number of open, closed or all problems during a selected time period.

You can use grouping and selection options to review:

  • Closed Problem Detail by Problem Type
  • Closed Problem Detail by Severity
  • Closed Problem Count by Location
  • Closed Problem Count by Operator
  • Open Problem Detail by Severity
  • Open Problem Count by Location
  • Open Problem Count by Operator
  • Open Problem Count by Problem Type
Pdet.rpt The Problem Detail report shows you complete problem detail, including description and current status, for all problems reported during a selected time period.

You can use grouping and selection options to review:

  • Closed Problem Detail by Location
  • Closed Problem Detail by Operator
  • Closed Problem Detail by Problem Type
  • Closed Problem Detail by Severity
  • Open Problem Detail By Location
  • Open Problem Detail by Operator
  • Open Problem Detail by Problem Type
  • Open Problem Detail by Severity
Prob.rpt The Problems report shows you problem counts by problem code for a selected time period.

You can review:

  • Problem Count by Day of the Week (last 7 days)
  • Problem Count by Week (for the current year)
  • Problem Count by Month (for the current year)
  • Problem Count by Quarter (for the current year)
Psum.rpt The Problem Summary report shows you selected detail (location, severity, problem type, and time spent, for example) on problems reported during a selected time period.

You can use grouping and selection options to review:

  • Closed Problem Summary by System
  • Closed Problem Summary by Component
  • Closed Problem Summary by Item
  • Closed Problem Summary by Module
  • Closed Problem Summary by Location
  • Closed Problem Summary by Operator
  • Closed Problem Summary by Problem Type
  • Closed Problem Summary by Severity
  • Open Problem Summary by System
  • Open Problem Summary by Component
  • Open Problem Summary by Item
  • Open Problem Summary by Module
  • Open Problem Summary by Location
  • Open Problem Summary by Operator
  • Open Problem Summary by Problem Type
  • Open Problem Summary by Severity
  • Problem Summary by System
  • Problem Summary by Component
  • Problem Summary by Item
  • Problem Summary by Module
Ptran.rpt The Problem Transfer Summary report shows you selected problem detail, including transfer date and severity level, for a selected range of transfer dates.

You can use grouping options to review:

  • Problem Transfer Summary by System
  • Problem Transfer Summary by Component
  • Problem Transfer Summary by Item
  • Problem Transfer Summary by Module
  • Problem Transfer Summary by Location
  • Problem Transfer Summary by Operator
  • Problem Transfer Summary by Problem Type
  • Problem Transfer Summary by Severity
Savg.rpt The Average Number of Sessions per Problem for Closed Problems report shows you the total number of problems, total number of sessions, and average number of sessions for a selected time period.

You can use grouping options to review:

  • Average Number of Sessions (Calls) per Problem by Problem Type
  • Average Number of Sessions (Calls) per Problem by SCIM
  • Average Number of Sessions (Calls) per Problem by System
Scnt.rpt The Session Count report shows you the total number of sessions for a selected time period.

You can use grouping options to review:

  • Session Count by Contact (Caller)
  • Session Count by Location
  • Session Count by Operator
  • Session Count by Problem Type
  • Session Count by Severity
Sdet.rpt The Session Detail report shows you session details (including caller, call description, and severity level) for a selected time period.

You can use grouping options to review:

  • Session Detail By Location
  • Session Detail by Severity
  • Session Detail by Problem Type
  • Session Detail by Severity
Ssum.rpt The Session Summary report shows you selected session details (including call description and severity level) for a selected time period.

You can use grouping options to review:

  • Session Summary by Location
  • Session Summary by Operator
  • Session Summary by Problem Type
  • Session Summary by Severity
Tspent The Time Spent per Problem report shows you the total number of problems, total amount of time, and average time spent on closed problems occurring during a selected time period.

You can use grouping options to review:

  • Time Spent per (closed) Problem by System
  • Time Spent per (closed) Problem by Component
  • Time Spent per (closed) Problem by Item
  • Time Spent per (closed) Problem by Module
  • Time Spent per (closed) Problem by Location
  • Time Spent per (closed) Problem by Operator
  • Time Spent per (closed) Problem by Problem Type
  • Time Spent per (closed) Problem by Severity
Tspentop The Time Spent per Problem by Operator report shows you the total number of problems, total amount of time, and average time spent on closed problems per operator during a selected time period.

You can use grouping options to review:

  • Time Spent by Operator and System
  • Time Spent by Operator and Component
  • Time Spent per (closed) Problem by Operator and System
  • Time Spent per (closed) Problem by Operator and Component

Tasks

Installing the ODBC driver

Before you can run reports for the first time, you must install the ODBC driver that works with your database platform.

Note: You cannot install the ODBC driver on a client workstation running only under UNIX.

Before you install an ODBC driver for Crystal Reports, use the SQL Configuration Editor to confirm some of the values needed during ODBC driver installation.

To confirm the configuration of your Tivoli Problem Management database:

To install an ODBC driver:

  1. In Windows 95, Windows 98 and Windows NT 4.0, from the Start menu, point to Crystal Reports Professional 5.0, then choose 32-bit ODBC Administrator.
  2. In the Data Sources dialog box, choose Add.
  3. In the Add Data Source dialog box, from the Installed ODBC drivers list, select the driver for your database platform.
    Tip: The driver should be compatible with the DBMS as shown in the SQL Configuration Editor dialog box. Consult with your database administrator and refer to the Crystal Reports documentation to determine which driver you should select.
  4. Choose OK.
    Tip: Refer to the values you found in the SQL Configuration Editor dialog box while you are installing an ODBC driver.
  5. In the ODBC Setup dialog box, in the Data Source Name box, type your ODBC data source name.
  6. Complete any other required information, then choose OK.
    Note: Other parameters may be needed, depending on your database platform. Access the ODBC Administrator online help for details.
  7. In the ODBC Setup dialog box, choose OK.
  8. In the Data Sources dialog box, choose Close.

Configuring TPM reports

You may need to configure the standard reports shipped with Tivoli Problem Management before you can run them against the database platform at your site.

Crystal Reports accesses data in a SQL database through any ODBC data source. By default, the Tivoli Problem Management standard reports look for an ODBC data source named "EXAV" using the SAI ORACLE driver. If you already have this data source set up, you do not need to configure the Tivoli Problem Management standard reports.

You need to configure the standard reports in the following circumstances:

  • If you have a data source named "EXAV" but it is for a database platform other than Oracle. SQL tables are referenced differently on different platforms.
  • If no data source named "EXAV" is found when the report is opened and you are prompted to select from a list of your defined ODBC data sources. See the Crystal Reports online help for more information on creating an ODBC data source.

    Tip: Check the configuration of your Tivoli Problem Management database in the SQL Configuration Editor dialog box. See the instructions for checking your database configuration in Installing the ODBC driver.

To set the table location for a report:

  1. From the Start menu, point to Crystal Reports Professional 5.0, then choose 32-bit Crystal Reports Professional 5.0.
    Result: The Crystal Reports Professional window appears.
  2. Do one of the following:
    • If you logged on to the database from Crystal Reports, go to step 3.
    • If you are not logged on to the database from Crystal Reports:
      • From the File menu, choose Log On Server.
      • In the Log On Server dialog box, select your Tivoli Problem Management database server from the Server Type list and choose OK.
        Result: A Logon dialog box appears. Its appearance varies according to your type of database server.
      • Type the required logon information and choose OK.
        Tip: Passwords are required in Crystal Reports Professional even if you do not use one in Tivoli Problem Management.
      • When a message appears, choose OK.
        Result: The Crystal Reports Professional window reappears.
  3. From the File menu, choose Open.
  4. In the Open dialog box, from the folder that contains your Tivoli Problem Management reports, select the report you want to configure and choose Open.
    Tip: The default location for Tivoli Problem Management reports is \TIVTSD\TSDRPTS\TPM, where TIVTSD is the directory where you installed Tivoli Service Desk.
  5. From the Database menu, choose Set Location.
    Note: The tables to which the report refers appear in the Databases list. The location of the currently selected table appears in the Location section of the Set Location dialog box.
  6. In the Set Location dialog box, from the Databases list, select the table for which you want to change the location and choose Set Location.
  7. In the SQL Data Sources dialog box, from the Select Data Source list, select your Tivoli Problem Management data source and choose OK.
    A Logon dialog box appears. Its appearance varies according to your type of database server.
  8. Type the required logon information and choose OK.
  9. In the Choose SQL Table dialog box, from the SQL Tables list, select the correct table name and choose OK.
  10. If you set the location to a data source other than "EXAV," the Propagate Set Location message appears.
    • To set this table to this location in any other report you open during this session, choose Yes.
      Note: You still must set the location for the other tables in this report.
    • To keep the stored location settings for this table in any other report you may open, choose No.

    Result: The Set Location dialog box appears.

  11. Do you want to change the location of another table in this report?
    • If yes, repeat steps 6 through 10 until you finish setting the location for all tables in the report.
    • If no, choose Done.
  12. If the new tables in the report are from a database platform other than Oracle, the Verify Database dialog box appears. Choose Yes.
    Result: The report is adjusted to match your database platform. This ensures the reports uses the correct techniques for accessing data.
  13. To save the changes to this report, in the Crystal Reports Professional window, from the File menu, choose Save.
    Result: The changes are available for a compiled version of the report.

Viewing a report

You can view reports on your monitor. You can preview reports before you print or export them.

To print a report to a window, perform the following steps:

  1. From the Tivoli Service Desk File menu, choose Start Crystal Reports.
  2. In the Run a Report dialog box, from the folder that contains your Tivoli Problem Management reports, select the compiled version (.exe) of the report you want to view and choose Open.
    Tip: The default location for Tivoli Problem Management reports is \TIVTSD\TSDRPTS\TPM, where TIVTSD is the directory where you installed Tivoli Service Desk.
  3. In the dialog box labeled with the name of the report, from the Report list, select Print the report to a window.
  4. Do one of the following:
    • To view the report immediately, select "right now" from the second list and go to step 5.
    • To view the report later, select a time from the second list.
    • To view the report at a specific time:
      • From the Hr and Min boxes, select a time.
      • Select AM or PM.
      • From the Month, Day and Year boxes, select a date.
  5. To change the selection criteria for the records included in this report, select the Modify selection formula check box.
  6. Choose Print.
  7. In the Logon Parameters dialog box, type the required logon information and choose OK.
  8. If you selected the Modify selection formula check box in step 5, the Record Selection dialog box appears. Type record selection criteria in the Record Selection dialog box, and choose OK.
    Note: If you did not select "right now" as the time in step 4, then the Crystal Reports Professional window is minimized at this point. When the specified time arrives, it reappears and you can continue with the remaining steps in this procedure.
  9. Depending on the report you select, you may be prompted to select sort options or other information. If prompted, select sort options or other information on each tab, then choose OK.
  10. When the report appears you can use the Crystal Reports toolbar to:
    • Print the report
    • Export the report
    • Zoom in or out
    • Scroll through the report
    • Close the report window
  11. When you finish viewing the report, close the window.
    Note: For more information about using Crystal Reports, see the Crystal Reports User's Guide.
  12. If you selected "right now" as the time in step 4, then the dialog box labeled with the name of the report reappears. You can view the report again, print it, or export the report data.
  13. When you are finished with the report, choose Done.

Exporting a report

You can save the report data in a file. You can then import this data to a spreadsheet or word processing program.

To export a report:

  1. From the Tivoli Service Desk File menu, choose Start Crystal Reports.
  2. In the Run a Report dialog box, from the folder that contains your Tivoli Problem Management reports, select the compiled version (.exe) of the report you want to export, and choose Open.
    Tip: The default location for Tivoli Problem Management reports is \TIVTSD\TSDRPTS\TPM, where TIVTSD is the directory where you installed Tivoli Service Desk.
  3. In the dialog box labeled with the name of the report, from the Report list, select Export the report.
  4. When the Export Options button appears, decide when you want to export the report and do one of the following:
    • To export the report immediately, select "right now" from the second list and go to the next step.
    • To export the report later, select a time from the second list.
    • To export the report at a specific time:
      • From the Hr and Min boxes, select a time.
      • Select AM or PM.
      • From the Month, Day and Year boxes, select a date.
  5. To change the selection criteria for the records included in this report, select the Modify selection formula check box.
  6. Do you want to modify the way the exported data is formatted and where it is stored?
    • If no, go to step 11.
    • If yes, choose Export Options.
      • In the Export dialog box, from the Format list, choose the way you want the data formatted.
        Note: The choice you make here depends on how you want to use the exported data. If, for example, you want to import the data to a spreadsheet, choose a format that is compatible with your spreadsheet application. Consult the formatting requirements in the documentation for the application in which you want to use this data.
      • From the Destination list, choose where you want the data stored.
      • Choose OK.
  7. Depending on the report you selected, you may be prompted to select sort options or other information. If prompted, select sort options or other information on each tab, then choose OK.
  8. If you selected Character-separated values in the Export dialog box in step 6, the Character Separated Values dialog box appears. Select the appropriate values and choose OK.
  9. In the Number and Date Format Dialog box, select the desired formats and choose OK.
  10. In the Choose Export File dialog box, in the File name box, type a file name, and choose Save.
  11. In the dialog box labeled with the name of the report, choose Print.
  12. In the Logon Parameters dialog box, type the required logon information and choose OK.
  13. If you selected the Modify selection formula check box in step 5, the Record Selection dialog box appears. Type record selection criteria in the Record Selection dialog box, and choose OK.
    Note: If you did not select "right now" as the printing time in step 4, then the Crystal Reports Professional window is minimized at this point. When the specified printing time arrives, it reappears and you can continue with the remaining steps in this procedure.
  14. Depending on the report you select, you may be prompted to select sort options or other information. If prompted, select sort options or other information on each tab, then choose OK.
    Result: The Exporting Records dialog box appears. The report data is exported to a file.
  15. If you selected "right now" at the time in step 4, then the dialog box labeled with the name of the report reappears.
  16. When you are finished with the report, choose Done.

Printing a report

You can print a copy of the report on any local or network printer to which you have access.

To print the report:

  1. From the Tivoli Problem Management File menu, choose Start Crystal Reports.
  2. In the Run a Report dialog box, from the folder that contains your Tivoli Problem Management reports, select the compiled version (.exe) of the report you want to print, and choose Open.
    Tip: The default location for Tivoli Problem Management reports is \TIVTSD\TSDRPTS\TPM, where TIVTSD is the directory where you installed Tivoli Service Desk.
  3. In the dialog box labeled with the name of the report, from the Report list, select Print the report to a printer.
    The Printer Options button appears.
  4. To change default printer options, choose Printer Options. In the Print dialog box, make any necessary changes and choose OK.
  5. Decide when you want to print the report and do one of the following:
    • To export the report immediately, select "right now" in the second list and go to the next step.
    • To export the report later, select a time from the second list.
    • To export the report at a specific time:
      • From the Hr and Min boxes, select a time.
      • Select AM or PM.
      • From the Month, Day and Year boxes, select a date.
  6. To change the selection criteria for the records included in this report, select the Modify selection formula check box.
  7. Choose Print.
  8. In the Logon Parameters dialog box, type the required logon information and choose OK.
  9. If you selected the Modify selection formula check box in step 6, the Record Selection dialog box appears. Type record selection criteria in the Record Selection dialog box, and choose OK.
    Note: If you did not select "right now" as the printing time in step 5, then the Crystal Reports Professional window is minimized at this point. When the specified printing time arrives, it reappears and you can continue with the remaining steps in this procedure.
  10. Depending on the report you select, you may be prompted to select sort options or other information. If prompted, select sort options or other information on each tab, then choose OK.
  11. If you selected "right now" as the printing time in step 5, when you finish printing the report, the dialog box labeled with the name of the report reappears. You can print the report again, view it or export it.
  12. When you are finished with the report, choose Done.