Custom Report Builder enables you to create interactive Reports, Charts, Datasets, and Dashboards. It supports modules such as Incident Management, Change Management, Service Request, Problem Management, Asset Management, CMDB, and Knowledge Management.
Using dataset‑driven framework, users can build physical and virtual Datasets, Design Charts, and Publish Dashboards to visualize operational data and business metrics. It improves operational visibility, tracks KPIs, analyzes service performance, and delivers business‑specific reporting for better decision‑making.
Prerequisites
Before creating Reports and Dashboards, ensure that the following prerequisites are completed:
Configure Reporting Access
Before users can create or access reports, assign the appropriate reporting roles and configure data access permissions. User permissions determine the reporting features available and the data that users can view in reports and dashboards.
Prerequisites
The user has been assigned the appropriate reporting role.
The required modules and reporting features are enabled for the user
To assign reporting role, perform the following steps:
Navigate to Admin > Users > User List.
The Filters section is displayed.
Figure: User ListSelect the required Domain and User. Click Submit.
The User List page is displayed.
Figure: User ListClick User ID hyperlink to view the user details.
From Action panel, click USER ROLE TEMPLATE MAPPING and click the Template Name hyperlink.
Select the ADMIN module from the list.
The associated roles configured for the selected Domain and Templates are displayed.
Figure: Role Template - Menu ConfigurationIn the Report Template - Menu Configuration page, assign the required module-specific reporting roles and save the details.
Note
The reports available to a user are determined by the reporting roles assigned in the Report Template Name section.
Configure report data access
Configure data access permissions to control the records that users can view in Reports and Dashboards.
To configure the Report Data Access, perform the following steps:
Navigate to Admin > User List, click User ID hyperlink.
From left panel click User Role Template Mapping.
The User Role Template Mapping page is displayed.
Figure: User Role Template MappingClick Template Name hyperlink.
The Role Template - Menu Configuration page is displayed.
Figure: Role Template - Menu ConfigurationFrom the Actions panel, click Other Configuration.
Figure: Role Template - Other ConfigurationNavigate to the Report Screens and configure the required access for the following fields and click Save.
Tenant
Workgroup
Location
Customer
The configured permissions determine the data available to the user in reports and dashboards.
Understand dashboard data access
Dashboard data is filtered according to the permissions configured in the Report Screens group.
For example, if a user has access to only one Tenant and one Workgroup, the dashboard displays data only for those assigned values.
The following permissions control report and dashboard data visibility:
Permission | Description |
|---|---|
Tenant | Controls access to records for one or more tenants. |
Workgroup | Controls access to records assigned to specific workgroups. |
Location | Controls access to records associated with specific locations. |
Customer | Controls access to records associated with specific customers. |
Note
Report and dashboard data is displayed only for the values assigned to the user. Users cannot view records outside their configured permissions.
For more information, User List.
Configure Time Zone Handling
Date and time values in custom SQL queries and virtual datasets are not automatically adjusted to the logged-in user's time zone. To ensure that date and time values are displayed correctly for each user, apply the following SQL expression to every date-time column in the dataset.
STR_TO_DATE(
DATE_ADD(
<column_name>,
INTERVAL IFNULL(
(
SELECT gmt_time_diff
FROM user_timezone_mapping
WHERE username='{{ current_username() }}'
),
330
) MINUTE
),
'%Y-%m-%d %H:%i:%s.%f'
)Replace <column_name> with the appropriate date-time column in your dataset. Use the preceding expression for each date-time field included in the SQL query.
Notes
Time zone conversion is required only for virtual datasets, custom datasets, and database views created through SQL Lab.
Physical datasets and out-of-the-box (OOB) datasets automatically apply user-specific time zone conversions during data processing. No additional SQL configuration is required for these dataset types.
Apply the time zone conversion expression to every date-time column in a virtual dataset to ensure that reports display data according to each user's configured time zone. This helps maintain consistent and accurate reporting across different geographic regions.