Reporting in sysaid is a tricky art, not easily mastered, it certainly took me a while,
but here to help you along is a summary of some good threads on the topic:-
Report customization is possible in SysAid full edition with the manager portal.
Reports customization requires some programming skills and you can find the needed information on how to do it in the manager portal guide which can be found at: http://ilient.com/down/manager_portal.pdf
We can also customize the report for you as a custom development project.
For more information, please contact us at firstname.lastname@example.org with your request and we will provide you with all the information on this option.