Alerts and Reports

Overview

Do you find yourself constantly reopening ITSM reports just to see whether ticket volumes or SLAs have changed? What if those insights came straight to your inbox ? With Alerts and Notifications in Reports, you can automate email alerts and report updates based on your own query conditions—right from the UI, no API needed.

Using Alerts and Reports, available inside each Reporting module, you can schedule email alerts and report notifications based on query results and conditions defined in the Alerts and Notifications. Set up one time and get reports delivered directly to your inbox.

User Persona: Analyst

Key Highlights

Automatically email a report or chart to recipients
Trigger alerts based on data conditions
Send report snapshots daily/weekly/monthly
Export dashboard or chart via PDF, CSV, or image

Dashboard

Sends full dashboard (multiple charts combined)

Chart

Sends only selected single chart

Email Formats Supported

Embedded Image (PNG)
CSV Attachment
PDF Attachment

Example Use Cases

Daily Manager Summary

A manager wants a daily ticket summary in inbox:

Configure a daily recurring schedule at 07:00 AM
Attach report in PDF
Query fetches Open Tickets summary

Alert if VIP Ticket Raised

If a VIP user raises a high priority ticket:

Condition query filters priority & user category
Email sent immediately when condition matches

Weekly SLA Breach Report

Setup:

Cron schedule every Friday at 6 PM
CSV exported list of SLA breaches

Configure Alerts for Reports

To configure alerts for reports (Dashbaords and Charts) delivered directly to your inbox, perform the following steps:

Log in to the application as an analyst. Ensure Role Template with rights to create Alerts and Notifications is available for the analyst.
After login, the Dashboard page is displayed.
Click Worksapce > ITSM.
Click Reports to view the module-wise Report icons available.
Figure: Module-wise Report
Click on any module to configure Alerts and Reports.
The following screen is displayed with the top right as Alerts and Reports.
Figure: Alerts and Reports

Click on Alerts and Reports on the Top right to configure alert notifications sent to your inbox, based on the desired query and condition.
The following screen displays an existing Alert already pre-configured as an example.

Figure: List of Alerts and Reports

Field	Description
Last run	Indicates the date and time when the alert was last executed.
Name	Provides the name of the alert configured.
Schedule	Indicates the frequency and time-zone when the alert will be executed. Example: Every Minute, Every month, Every year, etc…
Notification method	Mentions the way in which the notification will be sent, which is email.
Owners	Mentions the initials of the user to whom the email will be sent.
Last Modified	Mentions the duration when last modificaiton was done to the Alert.
Active	Indicates whether the Alert is active or inactive. Inactive alerts, do not execute any longer. For an alert to run, it must be in Active state.
Actions	Indicates the actions that will be taken place when alert is sent.

Click + Alert on the top right to configure a new alert notification for reports.

Enter the details for each field as described in the following table.

Field	Description
General Information
Alert name	Specify the alert name that helps you to easily identify the alert that is configured.
Description	Provide an informatiive description that provides additional details of the alert configured.
Alert is active	Turn the Alert is active gear to start getting the notification alerts on your email.
Alert condition
Database	Select the database from the drop-down for which you want to configure the alert notifications
SQL Query	Based on your requirement, you can specify the SQL query using which you want specific reports to be sent on email. Example: select classificationid from mart_pm_problem_record_master WHERE problem_ticket_id=909
Trigger Alert If	In this section, you will get the following options: ! = (Is not equal): Triggers alert when the specified value does not match. < (Smaller than): Triggers alert when the specified value is less than the given value. < = (Smaller or equal): Triggers alert when the specified value is less than or equaly to the given value. == (Is equal): Triggers alert when the specified value is equal to the given value. >(Larger than): Triggers alert when the specified value is greater than the given value. (Larger or equal): Triggers alert when the specified value is greater than or equal to the given value. Not null: Triggers alert when the specified value is not null.
Value	Enter the value for which you want above condition configured in Trigger alert if to meet.
Alert contents
Content type	Select one from Dashboard or Charts. Dashboard is used when you want to fetch a combination of multiple charts. Selecting Chart will give you only a single Chart report in csv format. Note: If content type is selected as Chart then the report will be sent as CSV attachment over email.
Select dashboard/chart	Select the Dashboard chart from the drop-down which you want to send the report.
Content format	You can send the report as a PDF or PNG in your email alert notification. Select either PDF or PNG. To send as attachments, select PDF. If you want to embed the image inside the body of the email, select PNG format.
Ignore cache when generating report	Ignores cache when generating the Reports.
Schedule
Schedule type	You can either schedule the alert notification on a recurring basis or using a cron expression. To schedule a repetitive alert for reports on regular intervals, select Recurring. Example: Every day at 12:00
Schedule	For Recurring: Year, Month, Week, Day, Hour, Minute. For Cron Schedule: 0 2 * * * (Example). It can be any other examples, based on your requirement.
Timezone	Select the timezone from the drop-down based on which alert should be sent.
Log retention	Indicates the number of days or none for which you want to retain the log of alerts which have been sent. 90 days, None, 30 days, 60 days
Grace period	Indicates the cooling time or grace period in seconds, when email notifications are not sent. Example: If there is an email already sent at 3:40 and Grace period is configured as 300 seconds then even if there is another alert at 3:43 then email will not be sent as grace period has not been reached.
Notification method
Notification method	By default, it is Email.
Email subject name (optional)	Specify the subject of the notificaiton email.
Email recipients	Configure the Email recipients to whom the email has to be sent.
Add CC Recipients	Alternatively, you can specify the CC Recipients to whom email should be sent.
Add BCC Recipients	Alternatively, you can specify the BCC Recipients to whom email should be sent.

Click Add to add the Alert and Notification.
Following are few sample Alert emails sent for reference:
1. PDF received as attachment in email:
  
  Figure: Alert as PDF attachment
2. CSV received as Report attachment
  Figure: Alert as CSV attachment
3. Following is sample of PNG Image embedded inside the email sent as an Alert notification for report:
  Figure: Alert as an Image embedded in Email