Been using sysaid for a while but only recently been playing with reporting.
We've found designing reports not so easy to work with so been using filters and exporting to excel which is working for us. However, the one thing we are really trying to achieve is to get an accurate figure of active calls on a particular day.
For example for our Monthly June report
Active Calls remaining at end of May
Total Logged During June
Total Closed During June
We can work out logged and closed for month which is OK. But we are unable get a figure for total Active Calls on particular day (In our case last day of previous month).
There are few ways to accomplish that, i will give you one solution here and let me know if this works for you.
Under Service Desk / HelpDesk > List, click on "Advanced Filter" and perform the following :
1. Create two statements.
2. The first one will be "Status > Is > Open / Active
3. The third one will be "Request_time > less than > 1st of June
This will show you all the Open / Active requests that was open until the end of May.