# How does it work

Multiple pre-configured reports are available on Infraon. These can be customized, and new custom reports can also be added.

## What you see on the screen

The Report Grid page displays all created **reports, including their category, description, scheduling details, and available actions.** Users can search, filter, create, schedule, and export reports directly from this page.

It also provides visibility into scheduled reports and allows quick operations without opening individual reports.

![](/files/6ad346009689b4dd41b6d19ba6056f0cb0eac9dc)

**Report Grid |** Basic Details

<table><thead><tr><th width="182.60003662109375">Label</th><th width="129.199951171875">Action</th><th>Description/ Example</th></tr></thead><tbody><tr><td><strong>Search</strong></td><td>Input field</td><td>Click to search for a report from the available reports. Minimum <strong>3 characters</strong> required.</td></tr><tr><td><strong>Filter</strong></td><td>Click to apply filters</td><td>Filter reports based on fields such as <strong>Name, Category, Description, and Schedule.</strong><br><br><strong>Supported conditions:</strong> in, not in, equal to, not equal to, contains, and not contains.</td></tr><tr><td><strong>Show Scheduled Reports</strong></td><td>Toggle</td><td>Enable the display of only reports that have an active <strong>schedule configured.</strong> The disabled state shows all reports.</td></tr><tr><td><strong>Adhoc Report</strong></td><td>Dropdown</td><td><p>Used to generate <strong>on-demand</strong> (one-time) reports without saving or scheduling them. These reports are executed instantly based on selected parameters and are not stored in the report grid unless explicitly saved. <br><br><strong>Available Report:</strong><br><br><strong>MRTG Report:</strong> Generates real-time graphical reports for network traffic and bandwidth utilization using MRTG data. </p><p></p><p>Example: View a device's bandwidth usage over time.</p><p></p><p><strong>Statistics Report:</strong> Provides aggregated statistical data based on selected metrics (e.g., count, average, min, max). <br><br>Example: Average CPU usage across devices for the last 7 days.<br><br><strong>Forecast Report:</strong> Predicts future trends based on historical data using predefined thresholds and patterns. </p><p></p><p>Example: Forecast storage utilization for the next 30 days.</p><p></p><p><strong>Prediction Report:</strong> Uses analytical models to estimate future outcomes or behaviors based on existing data. </p><p><br>Example: Predict potential device failures based on past alerts.</p><p></p><p><strong>Statistics Pattern Report:</strong> Identifies recurring patterns and trends in statistical data over time.<br><br>Example: Detect recurring spikes in network usage during specific hours.<br><br><strong>Event Pattern Report:</strong> Analyzes event logs to identify frequent or repeating event patterns.<br><br>Example: Identify repeated “Device Down” events for a specific asset.</p></td></tr><tr><td><strong>Add Report</strong></td><td>Button</td><td>Click to create a new report with configuration, filters, and scheduling options.</td></tr></tbody></table>

**Column Details |** Report Grid

<table><thead><tr><th width="193.79998779296875">Label</th><th width="143.39996337890625">Action</th><th>Description/ Example</th></tr></thead><tbody><tr><td><strong>Name</strong></td><td>Click to open the report</td><td>Displays the report name. Clicking opens the report configuration page, where users can modify settings or preview the report.<br><br><strong>Example:</strong> Clicking the Asset Allocation Report opens its configuration.</td></tr><tr><td><strong>Category</strong></td><td>View only</td><td>Displays the report category <strong>(e.g., Asset Report, Audit Report).</strong></td></tr><tr><td><strong>Description</strong></td><td>View only</td><td>Displays a brief summary of what the report contains or represents.<br><br><strong>Example:</strong> “Asset report for update changes like hardware/software details.”</td></tr><tr><td><strong>Schedule Description</strong></td><td>View only</td><td>Displays scheduling details if configured.<br><br><strong>Example:</strong> “Scheduled for every Sunday at 11:30 (Asia/Kolkata)”. If no schedule is set, this field remains empty or shows “-”.</td></tr><tr><td><strong>Actions</strong></td><td></td><td></td></tr><tr><td><strong>Edit</strong></td><td>Click</td><td>Opens the report configuration page to modify <strong>columns, filters, timescale, sorting,</strong> and other settings.</td></tr><tr><td><strong>Clone</strong></td><td>Click</td><td>Creates a <strong>duplicate</strong> of the selected report with the same configuration. Users can modify and save it as a new report.</td></tr><tr><td><strong>Send Now</strong></td><td>Click</td><td>Generates and sends the report immediately via configured channels (e.g., Email). Does not affect existing schedules.</td></tr><tr><td><strong>Schedule</strong></td><td>Click</td><td>Opens the <strong>schedule configuration</strong> window to define report frequency <strong>(Once, Daily, Weekly, Monthly),</strong> time, and delivery method.</td></tr><tr><td><strong>Delete</strong></td><td>Click</td><td>Permanently deletes the selected report from the system. This action cannot be undone.</td></tr><tr><td><strong>Export as CSV</strong></td><td>Click</td><td>Downloads the report as a <strong>CSV file</strong> for external analysis or sharing.</td></tr><tr><td><strong>Export as PDF</strong></td><td>Click</td><td>Downloads the report in <strong>PDF format</strong> with a structured layout and optional graphical representation.</td></tr><tr><td><strong>Export as XLSX</strong></td><td>Click</td><td>Downloads the report as an <strong>Excel (XLSX)</strong> file for advanced data manipulation.</td></tr><tr><td><strong>Bulk Actions</strong></td><td></td><td></td></tr><tr><td><strong>Delete</strong></td><td>Select + Click</td><td>Select multiple reports using checkboxes and delete them in bulk. Useful for removing unused or duplicate reports.</td></tr></tbody></table>

### Data Privacy

#### Mask/ Unmask Requester Info

Admins can enable hiding the requester’s info in reports to comply with data privacy regulations.

<table data-header-hidden><thead><tr><th width="113.79998779296875"></th><th></th><th></th></tr></thead><tbody><tr><td> <strong>Label</strong></td><td><strong>Mask</strong></td><td><strong>Unmask</strong></td></tr><tr><td><strong>Name</strong></td><td>Enabling this toggle will obfuscate the requester’s name in reports to comply with data privacy regulations.</td><td>Use the designated toggle switch to restore the requester's name display in the report interface for authorization.</td></tr><tr><td><strong>Contact</strong></td><td>Enabling this toggle will obfuscate the requester’s contact information in reports to comply with data privacy regulations.</td><td>Use the designated toggle switch to restore the requester's contact information in the report interface for authorization.</td></tr><tr><td><strong>Email</strong></td><td>Enabling this toggle will obfuscate the requester’s email ID in reports to comply with data privacy regulations.</td><td>Use the designated toggle switch to restore the requester's email display in the report interface for authorization.</td></tr></tbody></table>

## **Nested Grouping**

Nested Grouping allows you to analyze Ticket data across multiple hierarchical levels within a single report. It helps in breaking down data step-by-step, enabling deeper visibility into ticket trends, ownership, and resolution patterns.

This feature is currently available for the Ticket Summary Report and will be extended to other Summary Reports (Request, Problem, Change) in upcoming releases.

### **How does it work?**

* Navigate to **Report → Add Report.**
* Select **Ticket Summary Report.**
* Go to the **Configuration** tab.
* Enable the **Nested Grouping toggle.**
* Select required fields under **Nested Group By.**
* Choose the **Timescale.**
* Click **Preview** to validate the structure.
* Click **Submit** to save the report.

Nested Grouping **| Configuration**

<table><thead><tr><th width="165.800048828125">Label</th><th width="195.800048828125">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Nested Grouping</strong></td><td>Enable or disable toggle</td><td>Activates hierarchical grouping for the report.<br><br>When <strong>enabled,</strong> the standard Group By option is replaced with Nested Group By, allowing multiple (up to 7 parameters) grouping levels to be configured.</td></tr><tr><td><strong>Nested Group By</strong></td><td>Select one or more fields</td><td>Used to define the hierarchy of ticket grouping.<br><br>Each selected field becomes a level in the report structure.<br><br><strong>Example:</strong> Status → Urgency → Priority.<strong>Note:</strong> Duplicate field selection is not allowed.</td></tr><tr><td><strong>Hierarchy Levels</strong></td><td>Add multiple grouping levels</td><td>Supports multi-level grouping to drill deeper into report data. Each additional level further categorizes the results of the previous level. Useful for layered analysis such as <strong>State → Team → Assignee.</strong></td></tr><tr><td><strong>Level Sequence</strong></td><td>Arrange selected fields</td><td>The order of selected fields determines how data is grouped in the report. The <strong>first field</strong> becomes the <strong>parent level,</strong> followed by child levels in sequence.</td></tr><tr><td><strong>Timescale</strong></td><td>Select report duration</td><td>Defines the date range used for generating report data.<br><br><strong>Example:</strong> Last 30 Days, Last 180 Days, Last 365 Days, and other available ranges.</td></tr><tr><td><strong>Preview</strong></td><td>Click to generate sample output</td><td>Displays the report results based on the current configuration before saving.</td></tr></tbody></table>

![](/files/87c0ab86f47b374705e8395a322f8bdc5d67b41e)

Grouping Structures **| Example**

<table><thead><tr><th width="308.39996337890625">Purpose</th><th>Example</th></tr></thead><tbody><tr><td><strong>Ticket Priority Analysis</strong></td><td>Priority → Urgency → Severity</td></tr><tr><td><strong>Team Ownership Review</strong></td><td>Team → Assignee → Status</td></tr><tr><td><strong>Resolution Analysis</strong></td><td>State → Close Type</td></tr><tr><td><strong>Service Performance</strong></td><td>Impact Service → Team → Assignee</td></tr></tbody></table>

### **View Report**

After submitting the report configuration, the system opens the View Report page. This page displays the generated report based on the selected **grouping fields, timescale, and configuration settings.**

For Nested Grouping reports, the page shows ticket data in a hierarchical tabular structure, allowing users to review grouped counts and calculated metrics such as MTTR and Percentage. Users can also reopen report settings, export the report output, or edit the existing configuration.

![](/files/3ab20d473cba2b152d9a0386b2861c935e471903)

Summary Report **| View Report**

<table><thead><tr><th width="154.5999755859375">Label</th><th width="212.79998779296875">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Show Settings</strong></td><td>Click to expand report settings</td><td>Displays the applied report configuration panel above the report results. Users can review or modify settings such as <strong>Nested Grouping, Nested Group By, and Timescale,</strong> then click <strong>Generate Report</strong> to refresh the output.</td></tr><tr><td><strong>Export View</strong></td><td>Click to download the report output</td><td>Exports the currently displayed report in available formats, including <strong>PDF, XLSX, CSV, and WORD.</strong></td></tr><tr><td><strong>Edit</strong></td><td>Click to modify report</td><td>Opens the report configuration page where users can update columns, grouping fields, filters, timescale, visibility settings, or other report options, then save the changes.</td></tr></tbody></table>

## **Custom Column**

The Custom Columns & Formula Builder in SLA Reports allows you to create **additional calculated columns** using available SLA fields, numeric input values, mathematical operators, and units.

This helps you generate custom calculations directly in the report without exporting data to external tools.

You can use this feature to calculate durations, percentages, averages, totals, and other SLA-related metrics based on your reporting requirements.

### **Why Use Custom Columns?**

Use custom columns when the default report fields do not meet your reporting needs. Common use cases include:

* Calculate SLA utilization percentage
* Convert minutes into hours
* Compare elapsed time against target time
* Derive resolution duration
* Create business-specific KPI columns
* Display aggregated values such as average or count

### **Add Custom Column**

Use the **Custom Columns** section in SLA Report configuration to create calculated columns.

To add a custom column:

* Open **Reports.**
* Select or create an **SLA Report.**
* In the **Configuration** page, scroll to **Custom Columns.**
* Click **Add Column.**
* Enter the **custom column name.**
* Click **Formula Builder.**
* Build the formula using fields, values, operators, and units.
* Click **Save.**
* Continue report configuration and generate the report.

![](/files/5a4e59def954cc0560b5b689cc77392223172f51)

Custom Column **| Field Description**

<table><thead><tr><th width="209">Label</th><th width="148.20001220703125">Action</th><th>Description</th></tr></thead><tbody><tr><td><strong>Custom Column Name</strong></td><td>Enter value</td><td>Name of the calculated column displayed in the report.<strong>Example:</strong> SLA Utilization %</td></tr><tr><td><strong>Add Column</strong></td><td>Click</td><td>Adds a new custom column row.</td></tr><tr><td><strong>Formula Builder</strong></td><td>Click</td><td>Opens the formula builder window to create calculations.</td></tr><tr><td><strong>Formula Expression</strong></td><td>Auto-generated</td><td>Displays the formula based on selected fields and operators.</td></tr><tr><td><strong>Columns</strong></td><td>Select</td><td>Choose an SLA field to use in the formula.</td></tr><tr><td><strong>Input Value</strong></td><td>Enter value</td><td>Add numeric constants such as 60, 100, or 24.</td></tr><tr><td><strong>Operators</strong></td><td>Select</td><td>Choose an arithmetic operator or a function.</td></tr><tr><td><strong>Units</strong></td><td>Select</td><td>Select output format, such as Minutes or Percentage.</td></tr><tr><td><strong>Save</strong></td><td>Click</td><td>Saves the custom formula.</td></tr></tbody></table>

#### **Formula Builder**

The Formula Builder supports the following components.

**Fields**

You can use available SLA date, time, and duration fields, such as:

* Creation Time
* Last Update Time
* Resolved Date
* Assigned Time
* Re-Assigned Time
* SLA Start Date
* SLA End Date
* Metric Expected Time
* Metric Start Time
* Metric Target
* Total Elapsed
* Total Elapsed (min)
* Business Elapsed
* Business Elapsed (min)
* Non-Business Elapsed
* Non-Business Elapsed (min)
* Hold Time
* Hold Time (min)

**Operators**

The following operators are supported:

* **+** Addition
* **-** Subtraction
* **\*** Multiplication
* **/** Division
* **(** Open Parenthesis

**Functions**

The following functions are available:

* **SUM() –** Adds all values
* **MIN() –** Returns the smallest value
* **MAX() –** Returns the largest value
* **AVG() –** Returns the average value
* **COUNT() –** Counts total rows

**Units**

You can assign output units such as:

* Seconds
* Minutes
* Hours
* Percentage
* Count
* Currency

#### **Build Formula**

The formula expression is generated automatically based on the values selected in the Formula Builder.

You can combine:

* Fields + Operators
* Fields + Input Values
* Functions + Fields
* Parentheses for grouped calculations

**Formula Configurations**

**`SLA Utilization Percentage`**

<table><thead><tr><th width="282.7999267578125">Field</th><th>Value</th></tr></thead><tbody><tr><td><strong>Custom Column Name</strong></td><td>SLA Utilization %</td></tr><tr><td><strong>Columns</strong></td><td>Hold Time (min), Total Elapsed (min)</td></tr><tr><td><strong>Operators</strong></td><td>/, *</td></tr><tr><td><strong>Input Value</strong></td><td>100</td></tr><tr><td><strong>Unit</strong></td><td>Percentage</td></tr></tbody></table>

**`Formula:`**

{% hint style="info" %}
(Hold Time (min) / Total Elapsed (min)) \* 100
{% endhint %}

<figure><img src="/files/e89e7ec696c4fec8f8f7af9c08b926eb71d33b84" alt=""><figcaption></figcaption></figure>

**`Resolution Hours`**

<table><thead><tr><th width="254">Field</th><th>Value</th></tr></thead><tbody><tr><td><strong>Custom Column Name</strong></td><td>Resolution Hours</td></tr><tr><td><strong>Columns</strong></td><td>Resolved Date, Creation Time</td></tr><tr><td><strong>Operators</strong></td><td>-</td></tr><tr><td><strong>Unit</strong></td><td>Hours</td></tr></tbody></table>

**`Formula:`**

{% hint style="info" %}
Resolved Date – Creation Time
{% endhint %}

<figure><img src="/files/56352b35a676c09294aa75226cad328ad5bd09e9" alt=""><figcaption></figcaption></figure>

**`Average Hold Time`**

| Field                  | Value           |
| ---------------------- | --------------- |
| **Custom Column Name** | Avg Hold Time   |
| **Columns**            | Hold Time (min) |
| **Function**           | AVG()           |
| **Unit**               | Minutes         |

**`Formula:`**

{% hint style="info" %}
AVG (Hold Time (min))
{% endhint %}

![](/files/3d8a55c0fce282bb4099f50bbd9389c9a51a284d)

After adding the Custom Columns, click **Next** to proceed to the Filter tab, then click **Submit** to save the report.

![](/files/87116bdd8e874559b2d679c840054278fe3d2d93)


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