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.
Report Grid | Basic Details
Search
Input field
Click to search for a report from the available reports. Minimum 3 characters required.
Filter
Click to apply filters
Filter reports based on fields such as Name, Category, Description, and Schedule. Supported conditions: in, not in, equal to, not equal to, contains, and not contains.
Show Scheduled Reports
Toggle
Enable the display of only reports that have an active schedule configured. The disabled state shows all reports.
Adhoc Report
Dropdown
Used to generate on-demand (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. Available Report: MRTG Report: Generates real-time graphical reports for network traffic and bandwidth utilization using MRTG data.
Example: View a device's bandwidth usage over time.
Statistics Report: Provides aggregated statistical data based on selected metrics (e.g., count, average, min, max). Example: Average CPU usage across devices for the last 7 days. Forecast Report: Predicts future trends based on historical data using predefined thresholds and patterns.
Example: Forecast storage utilization for the next 30 days.
Prediction Report: Uses analytical models to estimate future outcomes or behaviors based on existing data.
Example: Predict potential device failures based on past alerts.
Statistics Pattern Report: Identifies recurring patterns and trends in statistical data over time. Example: Detect recurring spikes in network usage during specific hours. Event Pattern Report: Analyzes event logs to identify frequent or repeating event patterns. Example: Identify repeated “Device Down” events for a specific asset.
Add Report
Button
Click to create a new report with configuration, filters, and scheduling options.
Column Details | Report Grid
Name
Click to open the report
Displays the report name. Clicking opens the report configuration page, where users can modify settings or preview the report. Example: Clicking the Asset Allocation Report opens its configuration.
Category
View only
Displays the report category (e.g., Asset Report, Audit Report).
Description
View only
Displays a brief summary of what the report contains or represents. Example: “Asset report for update changes like hardware/software details.”
Schedule Description
View only
Displays scheduling details if configured. Example: “Scheduled for every Sunday at 11:30 (Asia/Kolkata)”. If no schedule is set, this field remains empty or shows “-”.
Actions
Edit
Click
Opens the report configuration page to modify columns, filters, timescale, sorting, and other settings.
Clone
Click
Creates a duplicate of the selected report with the same configuration. Users can modify and save it as a new report.
Send Now
Click
Generates and sends the report immediately via configured channels (e.g., Email). Does not affect existing schedules.
Schedule
Click
Opens the schedule configuration window to define report frequency (Once, Daily, Weekly, Monthly), time, and delivery method.
Delete
Click
Permanently deletes the selected report from the system. This action cannot be undone.
Export as CSV
Click
Downloads the report as a CSV file for external analysis or sharing.
Export as PDF
Click
Downloads the report in PDF format with a structured layout and optional graphical representation.
Export as XLSX
Click
Downloads the report as an Excel (XLSX) file for advanced data manipulation.
Bulk Actions
Delete
Select + Click
Select multiple reports using checkboxes and delete them in bulk. Useful for removing unused or duplicate reports.
Data Privacy
Mask/ Unmask Requester Info
Admins can enable hiding the requester’s info in reports to comply with data privacy regulations.
Label
Mask
Unmask
Name
Enabling this toggle will obfuscate the requester’s name in reports to comply with data privacy regulations.
Use the designated toggle switch to restore the requester's name display in the report interface for authorization.
Contact
Enabling this toggle will obfuscate the requester’s contact information in reports to comply with data privacy regulations.
Use the designated toggle switch to restore the requester's contact information in the report interface for authorization.
Enabling this toggle will obfuscate the requester’s email ID in reports to comply with data privacy regulations.
Use the designated toggle switch to restore the requester's email display in the report interface for authorization.
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
Nested Grouping
Enable or disable toggle
Activates hierarchical grouping for the report. When enabled, the standard Group By option is replaced with Nested Group By, allowing multiple (up to 7 parameters) grouping levels to be configured.
Nested Group By
Select one or more fields
Used to define the hierarchy of ticket grouping. Each selected field becomes a level in the report structure. Example: Status → Urgency → Priority.Note: Duplicate field selection is not allowed.
Hierarchy Levels
Add multiple grouping levels
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 State → Team → Assignee.
Level Sequence
Arrange selected fields
The order of selected fields determines how data is grouped in the report. The first field becomes the parent level, followed by child levels in sequence.
Timescale
Select report duration
Defines the date range used for generating report data. Example: Last 30 Days, Last 180 Days, Last 365 Days, and other available ranges.
Preview
Click to generate sample output
Displays the report results based on the current configuration before saving.
Grouping Structures | Example
Ticket Priority Analysis
Priority → Urgency → Severity
Team Ownership Review
Team → Assignee → Status
Resolution Analysis
State → Close Type
Service Performance
Impact Service → Team → Assignee
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.
Summary Report | View Report
Show Settings
Click to expand report settings
Displays the applied report configuration panel above the report results. Users can review or modify settings such as Nested Grouping, Nested Group By, and Timescale, then click Generate Report to refresh the output.
Export View
Click to download the report output
Exports the currently displayed report in available formats, including PDF, XLSX, CSV, and WORD.
Edit
Click to modify report
Opens the report configuration page where users can update columns, grouping fields, filters, timescale, visibility settings, or other report options, then save the changes.
Custom Column
Custom Fields support allows users to use workflow-specific custom fields as Filters and Columns in supported reports. This enhancement helps users generate more refined, context-specific reports by filtering and displaying data based on custom workflow attributes configured in the system.
Custom fields are dynamically fetched from the associated workflows and made available in the report configuration screen.
Custom field support is available for the following reports:
Incident Prediction Report
SLA Report
Ticket Assignment History
Ticket Count Summary
Ticket Escalation Notification
Ticket Feedback
Ticket Report
Ticket SLA Compliance
Ticket Summary
Report Template
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.
Custom Column | Field Description
Custom Column Name
Enter value
Name of the calculated column displayed in the report.Example: SLA Utilization %
Add Column
Click
Adds a new custom column row.
Formula Builder
Click
Opens the formula builder window to create calculations.
Formula Expression
Auto-generated
Displays the formula based on selected fields and operators.
Columns
Select
Choose an SLA field to use in the formula.
Input Value
Enter value
Add numeric constants such as 60, 100, or 24.
Operators
Select
Choose an arithmetic operator or a function.
Units
Select
Select output format, such as Minutes or Percentage.
Save
Click
Saves the custom formula.
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
Custom Column Name
SLA Utilization %
Columns
Hold Time (min), Total Elapsed (min)
Operators
/, *
Input Value
100
Unit
Percentage
Formula:
(Hold Time (min) / Total Elapsed (min)) * 100
Resolution Hours
Custom Column Name
Resolution Hours
Columns
Resolved Date, Creation Time
Operators
-
Unit
Hours
Formula:
Resolved Date – Creation Time
Average Hold Time
Custom Column Name
Avg Hold Time
Columns
Hold Time (min)
Function
AVG()
Unit
Minutes
Formula:
AVG (Hold Time (min))
After adding the Custom Columns, click Next to proceed to the Filter tab, then click Submit to save the report.
Custom Fields
Custom Fields support allows users to use workflow-specific custom fields as Filters and Columns in supported reports. This enhancement helps users generate more refined, context-specific reports by filtering and displaying data based on custom workflow attributes configured in the system.
Custom fields are dynamically fetched from the associated workflows and made available in the report configuration screen.
Custom field support is available for the following reports:
Incident Prediction Report
SLA Report
Ticket Assignment History
Ticket Count Summary
Ticket Escalation Notification
Ticket Feedback
Ticket Report
Ticket SLA Compliance
Ticket Summary
Report Template
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