3Analytics

Overview of Analytics

Oracle RightNow Analytics Cloud Service (Analytics) provides the tools you need to view and create reports that show information about the activities and content on your Oracle Service Cloud site.

These links give you access to information about the tools used to create, manage, and share reports and dashboards.

Monitoring Report Usage—Describes management reports you can view to monitor how and where the reports on your site are being used. This information is intended for managers and site administrators.

Working with Analytics Explorers—Describes the explorers you use to create and manage reports, including the images explorer

Overview of Creating Basic Reports—Describes the procedures you need to follow to create a simple report. This is intended as an introduction to creating and editing reports.

Overview of Managing Reports on the Reports Explorer—Describes the tools and procedures to view existing reports, and how to modify the display of data in reports.

Overview of Dashboards—Describes how to create, edit, and view dashboards.

Overview of Custom Reports—Describes how to create custom reports, and how to edit existing reports.

View the Data Dictionary—Describes the information displayed in the data dictionary. The data dictionary gives you a view into the database where the content of your site is stored.

Overview of the Transactions Table—Describes the information in the Transactions table. This table stores information about actions that users take on contacts, incidents, and other types of records on your site. This table is frequently used in standard reports, and you can use the table in custom reports as well.

Analytics Configuration Settings—Describes the configuration settings that impact information displayed in reports.

Monitoring Reports

Monitoring Report Usage

Several reports are available to help you determine how and where your reports and dashboards are used.

As a manager or site administrator, it is important to understand who uses the reports and dashboards on your site, how often they are used, and where they are used. You can view this information using the Expanded Report Audit Log, and the reports available in the Report Management module.

The Expanded Report Audit Log lists every instance of every report on your site being generated, printed, exported, and previewed over the previous 30 days. See View the Expanded Report Audit Log.

The reports in the Report Management module give you information about scheduled reports and dashboards, reports and dashboards that require excessive processing time, and reports and dashboards used in workspaces, report links, and navigation sets. You can also find reports and dashboards that meet criteria you specify and generate a list of descriptions for any of your public reports and dashboards.

If you need a list of the reports available on your site, you can use the View Report Descriptions report, available in the Report Management component. With this report, you can produce a catalog of reports that displays the descriptions of standard and custom reports. This can help you find an existing report you can use to find information you want, or that you can copy to create a custom report that more precisely meets your reporting needs. See Generate a Catalog of Reports.

Note: The reports in the Report Management component use data that is not available in the report designer, and perform non-standard post-processing of the data. Consequently, these reports cannot be copied or edited like the standard reports. In addition, these reports aren’t accessible with the Public API.

To access the Report Management component, you need to add it to your navigation set. See Overview of Navigation Sets. You also must configure your profile permissions to access the management reports you want. See Configure Management Reports Permissions.

    Configure Management Reports Permissions

    Your staff members roles can access different management reports depending on their roles.

    Staff members with the Analytics Administrator permission can run all management reports. For those staff members without this permission, their access to management reports is determined by their other profile permissions. These permissions and the reports that can be accessed are described here. See How You Customize Profiles for information about modifying profile permissions.
    • Staff members with permission to run one or more reports, but who lack permissions to edit workspaces or navigation sets, can access the management reports in these folders.
      • Performance

      • Find

      • Definition

      • Reference

    • Staff members who can run one or more reports and who have permission to edit workspaces can access the management reports in these folders.
      • Performance

      • Find

      • Definition

      • Reference

      • Workspaces

    • Staff members who can run one or more reports and who have permission to edit navigation sets can access the management reports in these folders.

      • Performance

      • Find

      • Definition

      • Reference

      • Navigation Sets

      Open a Report in the Report Management Component

      You can open the Report Management component from your navigation pane.

      1. Click Analytics on the navigation pane and then double-click Report Management.

        Because you can add this component to any navigation button in your navigation set, you may need to click another navigation button to access it.
      2. Open the folder containing the report you want to run.

        The folders and the types of reports they contain are described here. You can hover over report names to view descriptions of them.

        Table Report Management Reports

        Folder Description

        Schedules

        The reports in this folder display the scheduled reports that are being sent, helping administrators better manage receipt of scheduled reports. Depending on the report you select, you can search by individual email addresses, email subject lines, or report names. See Schedule a Report.

        Workspaces

        The report in this folder displays the workspaces that use a particular report, helping administrators understand the impact of changing or deleting a report. See Overview: Workspaces.

        Navigation Sets

        The reports in this folder display the reports included in specified navigation sets or the navigation sets that include the specified reports. This helps administrators determine if a report can be deleted or modified. See Overview of Navigation Sets.

        Performance

        The reports in this folder help administrators find reports that may require excessive processing to run, including reports that have no filters and reports that are automatically deferred due to processing time. These reports can then be modified to reduce the processing time or restricted to those staff members who understand the impact of running them.

        Find

        The reports in this folder are used to find reports that contain certain descriptions, custom scripts, column headings or column descriptions, and references to particular tables or columns in the database.

        We recommend using the Reports by Database Reference report to find reports that query a particular database field, such as when you want to delete a system attribute and need to know which reports use the field.

        Definition

        The report in this folder returns the report descriptions for the reports you specify, allowing you to easily create a catalog of reports that can be used to understand the available public reports. See Generate a Catalog of Reports.

        Reference

        The reports in this folder show you reports that are used in dashboards or in report links. See Overview of Dashboards and Linking Reports.

      3. Double-click the report you want to run.

        Search options vary depending on the report you run. Some reports have required filters (the filter names display in red with an asterisk), while other filters do not require you to select values for them. You can also specify limit, paging, and sorting options, and change the layout of the search window. See Search for Records in a Report.

        The Search window opens where you can select options to filter and sort the report’s output. Any required filters are indicated by red text. You can also use paging options to specify how many records you want to display per page.
      4. Select the filter options you want and click Search. The report output displays.

        As with other reports you run, you can sort the output, print and export the report, and apply slicing and other options. You can also run the report again, selecting different search criteria in the docked filters shown above the report output.

      Generate a Catalog of Reports

      With the large number of standard reports available in Oracle Service Cloud, it can be challenging to understand what each report provides. Using the View Report Descriptions report in the Report Management component, you can generate listings of column and report output definitions for any standard or custom reports.

      While the Analytics Administrator profile permission is required to run any of the reports in Report Management, you can export, print, or publish the output so other staff members can view the report descriptions. See Distributing Reports and Dashboards.

      Note: Report output definitions are preconfigured for standard reports. For information about adding descriptions to custom reports, see Display Output Descriptions.
      1. Click Analytics on the navigation pane and then double-click Report Management.

        Because you can add this component to any navigation button in your navigation set, you may need to click another navigation button to access it.
      2. Expand the Definition folder and then double-click View Report Descriptions.

        The Search window opens.
      3. Select the reports you want to include in the output.

        By default, all reports are selected, but since this is a required filter, you need to specify the reports you’re interested in. You can select all the reports in a top-level folder by selecting the check box next to the folder.
      4. Click Search to run the report.

        The report descriptions are displayed on the content pane.
      5. To see a report’s column descriptions and expressions, click the Details link in the View column.

      View the Expanded Report Audit Log

      The Expanded Report Audit Log provides administrators with information about reports that have viewed or accessed. This information is recorded for all reports in your Service Cloud site, regardless of where they were accessed.

      This report is accessed from the Reports Explorer, but uses information from a table that is not accessible for use in custom reports. For this reason, it is not possible to copy this report.
      Note: The data displayed in the Expanded Report Audit Log accumulates quickly since it is stored every time a report is run, previewed, forwarded, printed, or exported. To prevent the accumulation of this data from impeding site performance, it is purged 30 days after the tracked event occurs. If you need data stored longer than 30 days, you will need to run the audit log on a regular basis and export the data that is returned to another location. This can be done manually, or by using API scripts. See the Connect PHP API Developer Guide.

      This procedure describes opening the Expanded Report Audit Log from the Reports Explorer. However, it can also be added to navigation sets. See Edit a Navigation Set.

      1. Click Analytics on the navigation pane.

      2. Double-click Reports Explorer.

      3. Expand Public Reports > Common > Site Administration > Reports.

      4. Double-click the Expanded Report Audit Log report.

        The report’s Search window opens.
      5. Select the filters you want to use to limit the amount of data returned by the report.

      6. Click Search.

        The results display on the content pane.
      These are the fields you will see in the Expanded Report Audit Log.
      • Report—This is the ID number of the report.

      • Report Name—This is the name of the report.

      • Account First Name—This is the first name of the staff member who performed the report action.

      • Account Last Name—This is the last name of the staff member who performed the report action.

      • Type—This is the type of action that occurred. The available options are Generated, Forwarded, Exported, and Printed.

      • Start Date—This is the time the report action was initiated.

      • End Date—This is the time the report action completed.

      • Source Level—This is where the report action occurred. For instance, reports generated on the Reports explorer have a source of CX Console > Console Standard Report, and reports generated through the Connect Public API have a source of Public API > Connect PHP.

      • Result Code—This is the result of the attempt to perform the action. The available options are Success, Too Much Data, Timed Out, and Unexpected Error.

      • Description—This lists the accounts and email addresses that a forwarded report was sent to.

      Analytics Explorers

      Working with Analytics Explorers

      The reporting features in Oracle Service Cloud are accessed through the Oracle RightNow Analytics Cloud Service (Analytics) explorers.

      Analytics explorers are accessed by clicking Analytics on the navigation pane. Your access to Analytics explorers is determined by your navigation set and profile permissions. See Overview of Navigation Sets and How You Customize Profiles.

      From Analytics explorers, you can create custom reports and dashboards, view standard and custom reports, and edit report styles, chart styles, color schemes, images, and text fields to use with reports and dashboards. See Download Oracle Service Cloud and Log In.

        Search for Analytics Items

        You can search for reports, styles, images, or other types of items specific to the explorer you’re using.

        For instance, you can search for reports and dashboards from the Reports Explorer and text fields from the Text Fields Explorer.
        Note: A separate Quick Search feature is available that enables you to search for a specific file or record no matter where you are in the product. See Overview of Quick Search.
        The following procedure describes how to search for reports from the Reports explorer. However, the basic procedure is the same for all explorers—only the columns available for searching change between explorers.
        1. Click Analytics on the navigation pane and then double-click Reports Explorer.

        2. Click Find on the ribbon. The left side of the content pane displays a menu, hiding the folders tree.

          Note: All of the Analytics explorers include a ribbon for working with items shown in the explorers.
        3. Enter field information.

          Table Reports Explorer Find Menu

          Field Description

          Find Using

          Click this drop-down menu to select a column in the reports list to search on. You can search by the report’s name, ID number, dates created or updated, the report’s initial run (opening report without prompting for search parameters) status, or the refresh on edit status. Each column is associated with one of three data types which determine the available search options:
          • Strings—Search for strings that start with, contain, end with, or match the value you enter in the text box.

          • Dates—Search for dates before, on, or after today’s date. You can also click the calendar to display the current month’s calendar and select another day, or click the arrows at the top of the calendar to change months.

          • Integers—Search for values that are less than, equal to, or greater than a number.

          Search text box

          Type your search text in this field.

          Case Sensitive

          When searching a string column, select this check box if you want to match the case.

          Show Advanced Options

          Click Show Advanced Options to display additional search options.

          Search globally, replace results

          Select this option to remove the results from the previous search and replace them with results from this search.

          This is the default option.

          Search globally, append to results

          Select this option to keep results from the previous search and add results to them from this search.

          Search within results, replace results

          Select this option to search the current search results and keep only those results that match the new search.

          Return Non-matching Items

          Select this check box to return all reports that do not match your search criteria.

        4. Click Find.

          The search results display on the right pane. A message displays if no results are found.
        5. To remove the text entered for the previous search, click Clear on the Find menu.

        6. To replace the search results with the original reports list, click Refresh on the ribbon.

        7. To remove the Find menu and display the folders list, click Folders on the ribbon.

        Copy Analytics Content

        You can copy reports, styles, chart styles, and color schemes shown in the Analytics explorers, and then edit the copies to create your own customized versions.

        1. Open the appropriate explorer.

        2. Right-click the item you want to copy.

        3. Select Copy to open the Copy As window.

        4. To store the new item in a custom folder, navigate to the folder.

          Note: Custom files cannot be stored in the Reports explorer’s or Images explorer’s standard folders.
        5. Enter a name for the new item in the Name field.

        6. Click OK to save the new item.

          Save an Item

          The procedure to save custom reports, report styles, chart styles, color schemes, and text fields is similar, no matter what type of item you’re saving.

          1. After editing the item, select the appropriate save option on the ribbon’s Home tab:

            • To save changes to the item without closing it, select Save.
            • To save a new item, or to save a copy of the item you’re editing with a different name, select Save As.
            • To save changes to the item and close it, select Save and Close. This option is faster than saving a change and then manually closing the window.
            Note: Options for saving a custom report are accessed by clicking the arrow on the Save button on the report designer’s Quick Access toolbar.
            When you select Save As, or attempt to save a new item for the first time, the Save As window opens to name the item.
          2. To store the new item in a custom folder, navigate to the folder.

            You can store custom files only in custom folders.
          3. Enter a name for the new item in the Name field.

          4. Click OK to save the item.

            Creating Custom Folders

            You can create custom folders in any explorer.

            These can help you organize new or copied reports, styles, chart styles, color schemes, images, and text fields. You can also rename custom folders and files.

              Create a Custom Folder

              You can add folders to any parent folder that accepts custom folders.

              1. Open the appropriate explorer.

              2. Right-click the parent folder you want to add the custom folder to.

                Note: Not all standard folders accept custom folders.
              3. Select New Folder.

              4. Enter a name for the folder.

              5. Click outside the folder name, or press Enter, to save the folder.

                Rename a Custom Folder

                You can use the rename folder feature when saving or copying a custom folder.

                1. Open the appropriate explorer.

                2. Right-click the custom folder.

                3. Select Rename.

                4. Enter a new name for the folder.

                5. Click outside the folder name, or press Enter, to save the name.

                  Tip: You can also use right-click functionality to rename custom folders when you’re saving or copying items.

                  Reports Explorer

                  The Reports explorer provides you with one location to view and organize reports, and edit and create custom reports and dashboards.

                  The content created in the other Analytics explorers is applied to reports using the Reports explorer.

                  Reports are contained in folders in the Reports explorer. These folders are in a tree structure and can be expanded or collapsed to hide or display their contents. Reports that are accessible by multiple staff members are contained in the Public Reports folder, and private reports that are accessible only to the staff member who created them are stored in the My Reports folder.
                  Note: Other staff members’ My Reports folders are not displayed in the Reports explorer. However, administrators can log in with the administrator account to access every account’s folders. This ensures that private reports can be edited, moved, and deleted if necessary.

                  Clicking a folder in the Reports explorer’s tree displays the folder’s contents in the list on the right. A folder’s contents can include reports, dashboards, and subfolders. Reports and dashboards contained in the same folder are automatically sorted in alphabetical order and cannot be reordered. However, you can drag items from one folder to another.

                  Right-clicking a folder or report displays a list of actions you can take on the item, such as opening a report for editing or queuing a report.

                  Styles Explorer

                  Report styles allow you to quickly apply custom display settings to your reports without editing the underlying report.

                  Styles can also help staff members use the same display settings for their reports so that all reports generated by your staff share the same appearance. For information about applying a style to a report, see Apply a Style to a Report.

                  A number of default styles are available, which may be all you need. However, you can easily create and edit styles to define the specific fonts, colors, borders, and margins which are most appropriate for your target audience. You can then apply your custom styles to reports just as you would the default styles.
                  Tip: When configuring reports to display on the Browser User Interface, you can use any style you want, but we suggest trying the Web Theme style which is configured for optimal display on web browsers.

                  You can edit style options for various components used in reports, such as text fields, column headers, exceptions descriptions, or entire report sections. You can also associate a custom chart style with your report style that will be applied to charts added to reports.

                  The style options vary depending on the type of component you’re editing. For example, the options for a text component include a Font tab, whereas the options for a non-text component do not, since font settings do not apply. See Report Elements for descriptions of the various components that can be added to reports.

                    Create a Style

                    The Style editor displays examples of the various report components that you can create custom styles for. This helps you identify the component you want to modify. You can also select the component you want to modify from a list if you know its name.

                    1. Click Analytics on the navigation pane.

                    2. Double-click Styles Explorer.

                      The Styles explorer opens, displaying the current styles.
                    3. Do one of the following:

                      • To create a style, click New.
                      • To edit an existing custom style, right-click the style and select Edit.
                      The Style editor opens.
                    4. Do one of the following:

                      • Select the component whose style you want to modify from the drop-down menu at the top of the editor and click Edit.
                      • Double-click the component on the Style editor.
                      A window opens for selecting style options.
                    5. Select the style options you want for the selected component. See Specify Style Options.

                    6. To associate a custom chart style with the report style, click the name of the chart style that is currently associated with the report style, shown next to Attached Chart Style. The Select Chart Style window opens.

                    7. Select the chart style you want to associate with the report style.

                    8. Click OK.

                      Note: The associated chart style is used by default for charts added to reports that use the report style. However, different chart styles can be selected when creating charts. See Chart Styles Explorer for information about chart style options. For information about adding charts to reports, see Adding and Editing Charts.
                    9. Click Save to save the style.

                      Specify Style Options

                      After selecting the component you want to modify from the style editor, you can define options for the component’s font, margins, background colors, and borders.

                      You can access all the style options for the selected component from the window that displays when you select a component and click Edit. However, you can also select common style options for the selected component using the buttons on the explorer’s ribbon, which provide shortcuts to many of the same options available on the window. In this procedure, we show you how to change options from the window.
                      1. Open the Style editor window for the component you have selected.

                        By default, the window opens on the Font tab if the selected component includes text. See Change Font Attributes From the Font Tab for information about this tab.
                      2. Click the Margins tab to define the amount of space surrounding the component when used in reports.

                      3. Enter the number of pixels between the text and the left, right, top, and bottom margins.

                      4. If you’re editing a style for a report section, such as the report header, enter the number of pixels you want between the section’s contents in the Spacing field.

                      5. Click the Fill tab to modify the background fill colors for the selected component.

                      6. Enter field information.

                        Table Fill Tab

                        Field Description
                        Color/Top Color/Left Color

                        Click this box to select a primary color as the background. The text description for this option varies depending on the Gradient Mode you select.

                        No Fill

                        Select this check box to clear any fill colors previously selected. If this check box is selected, the other options on the Fill tab are disabled, except Color. Selecting a color automatically clears the No Fill check box, enabling the other options.

                        Gradient Mode

                        Select the positioning of the primary and secondary colors for the background from the Gradient Mode drop-down menu. Using gradient coloring lets you merge two colors. The following options are available.

                        None—Select this option to use only the primary color as the fill color. If you select None, the Gradient Color field is disabled.

                        Top to Bottom—Select this option to merge the colors from the top of the background to the bottom.

                        Left to Right—Select this option to merge the colors from the left of the background to the right.

                        Gradient Color/Bottom Color/Right Color

                        Click this box to select a secondary color to merge with the primary color. The fill colors then merge using the method defined in the Gradient Mode menu. The text description for this option varies depending on the gradient mode you select.

                        Transparency (%)

                        Select a percentage to define how intense the fill colors are. A setting of 100% is completely transparent, which prevents the fill colors from displaying. A setting of 0% has no transparency, resulting in intense background colors. The selected percentage is immediately reflected in the Preview field, so you can easily scroll through the transparency percentages to find a value that best suits your needs.

                        Preview

                        This area provides a sample of how the fill colors you select will appear on the report background.

                      7. Click the Borders tab to modify the borders of a component.

                      8. Enter field information.

                        Table Borders Tab

                        Field Description

                        Color

                        Click this box to select a color for the border.

                        Style

                        Click this drop-down menu to select one of the following border styles: Solid, Dashed, Dotted, Inset, Outset, Double, Groove, Ridge, Rounded, or Separator. The Separator option lets you add space around the component.

                        Weight

                        Click this drop-down menu to select the pixel size of the border. You can choose a number between 1 and 10 pixels.

                        Preview

                        Use this area to define the placement of the borders. Select any of the following buttons to place the borders, or click the area in the Preview white space where you want the border.

                        Border buttons

                        Click a button to add the selected border attributes to the top, bottom, left, right, or all sides of the component. You can also add or remove borders from all sides of the component.

                      9. Click Preview to preview the style with the changes you have made to fonts, margins, fill, and borders.

                      10. Click OK to save your changes to the selected component.

                      Chart Styles Explorer

                      You can apply chart styles to charts shown on reports to change their appearance. You can also create custom chart styles if you have specific display requirements for your charts.

                      By applying a chart style, you can immediately change a chart’s fonts, colors, scales, gridlines, backgrounds, and other display attributes. The Chart Styles explorer includes several predefined chart styles, which you can apply to charts, and allows you to create custom chart styles. You can then apply the same chart style to charts in different reports to ensure that all the charts have a similar appearance.
                      Tip: When configuring charts to display on the Browser User Interface, you can use any chart style you want, but we suggest trying the Web Theme style which is configured for optimal display on web browsers.

                      The attributes defined in chart styles vary depending on the type of chart used in a report. Likewise, the chart style options vary depending on the type of chart the style should be applied to.

                      Table Chart Types

                      Chart Type Description
                      Vertical bar chart. Described in the text.

                      Vertical bar charts display data as a series of vertical bars. Subtype options can display the chart with single or stacked bars and as two- or three-dimensional.


                      Horizontal bar. Described in the text.

                      Horizontal bar charts display data as a series of horizontal bars. Subtype options can display the chart with single or stacked bars and as two- or three-dimensional.


                      Pie chart. Described in the text.

                      Pie charts display data as a percentage of a whole. Subtype options can display two- or three-dimensional pie charts or doughnut charts.


                      Line chart. Described in the text.

                      Line charts display data as a series of points connected by a line. Subtype options can display the chart as two- or three-dimensional.


                      Line/bar combo chart. Described in the text.

                      Line/bar combo charts display both a line chart and a vertical bar chart. Subtype options can display the chart with single or stacked bars and as two- or three-dimensional.


                      Area chart. Described in the text.

                      Area charts display data as areas on an x- and y-axis. Subtype options can display the chart as two- or three-dimensional.


                      X-Y chart. Described in the text.

                      X-Y charts display data as a series of plotted points. Subtype options can display the plotted points as points, lines, or bubbles and as two- or three-dimensional.


                      Radar chart. Described in the text.

                      Radar charts display data in a radar format. Numeric values are plotted at markers on the perimeter.

                      Stock chart. Described in the text.

                      Stock charts display the minimum and maximum values for data. Subtype options can display the chart using squares or lines to represent the high and low points of each plot.


                      Pareto chart. Described in the text.

                      Pareto charts display data in descending order with an ascending plot line for cumulative percentage. Subtype options can display the chart as two- or three-dimensional.


                      Gauge chart. Described in the text.

                      Gauge charts display a numeric value as a percentage of a whole. Subtype options can display the chart as a gradation bar or a simple color meter.

                      Gauge charts cannot be used in reports that contain non-aggregate columns.


                      Funnel chart. Described in the text.

                      Funnel charts display data as areas shown in ascending or descending order. Subtype options can display two- or three-dimensional funnel or pyramid charts.


                      Gantt chart. Described in the text.
                      Gantt charts display time lines for completion of scheduled tasks. Subtype options can display the chart as two- or three-dimensional.

                      Create or Edit a Chart Style

                      Chart styles are customized using options available on the ribbon of the Chart Styles editor.

                      When you edit a chart style and select a chart type, different buttons are enabled based on the new chart type. For example, the Bar Settings button is enabled on the ribbon when editing a style for a vertical bar chart, whereas it is not enabled when creating a style for a pie chart. The chart subtype, such as two- or three-dimensional and stacked or not stacked, also impacts options enabled on the ribbon.
                      Tip: The same ribbon options available on the chart styles editor are also available when you add a chart to a custom report. This allows you to customize the display of an individual chart used in a report without creating or modifying a chart style.

                      When creating a chart style, a sample of the currently selected chart type and subtype is shown on the content pane. The sample chart’s display changes depending on the options you select so you can quickly see how a chart that uses the selected settings will appear.

                      Note: After you select a chart type and subtype, you can follow the steps in this procedure in any order you want. The steps in this procedure are listed according to the order of their associated buttons on the ribbon.
                      1. Click Analytics on the navigation pane and then double-click Chart Styles Explorer.

                      2. To create a new chart style, click New on the ribbon.

                      3. To edit a chart style, right-click the chart style and select Edit.

                        The chart styles editor displays a default chart type.
                      4. Click Type on the Home tab to display the chart type menu.

                      5. Select the chart and chart subtype you want to configure for the chart style.

                        After you configure your chart style for the selected chart type and subtype, you can select other types to configure your chart style for use with those types. This allows you to use the same chart style regardless of the types of charts you add to reports, while ensuring the charts’ colors, fonts, and other attributes are consistent.
                      6. To configure three-dimensional settings for a chart style with a 3D subtype, click 3D Depth and 3D Angle on the Home tab to enter values that impact how three-dimensional charts display.

                        Tip: You can modify the three-dimensional settings for charts with 3D subtypes by right-clicking the chart on the content pane and selecting Rotate. When you do so, your cursor changes and you can move your mouse or other pointing device horizontally and vertically to change the chart’s three-dimensional values. Click the left mouse button to quit rotating the chart. The right-click menu also gives you options to convert three-dimensional charts to two-dimensional charts, or two-dimensional charts to three-dimensional charts, as long as the chart type includes 3D subtypes. This right-click menu is also available when creating or viewing reports.

                        Table Three-Dimensional Chart Subtype Settings

                        Button Description

                        3D Depth

                        Click this button and enter a number for the extent of the chart’s three-dimensional effect. A value of 0 removes the 3D appearance from the chart, where as a setting of 125 maximizes the effect.

                        3D Angle

                        Click this button to enter values for the chart’s horizontal and vertical angles.

                        X Angle

                        Enter a value from 0 to 180 degrees in this field. This value determines the vertical rotation of the chart.

                        Y Angle

                        Enter a value from 0 to 180 degrees in this field. This value determines the horizontal rotation of the chart.

                      7. To configure colors, styles, borders, and other settings for the bar, line, or gauge elements in charts, click the Home tab and click Bar Settings, Line Settings, or Gauge Settings.

                        Table Bar, Line, and Gauge Settings Descriptions

                        Button Description

                        Bar Settings

                        Click this button to customize the display of the bar elements for chart types that include bars.

                        Bar Outline

                        Select this option and then select the type of outline you want around the individual bars in the chart. You can choose from the following options:

                        None—The bars have no outline.

                        Lighter—The bar outline is a lighter shade of the bar’s color.

                        Darker—The bar outline is a darker shade of the bar’s color.

                        Color—The bar outline is a specified color.

                        Choosing Color enables the Outline Color option. Select this to open the color menu where you can select a color for the outline.

                        Bar Style

                        Select this option and then select the style you want for the bars in the chart. You can choose Block, Cylinder, Wedge, Emboss, or Light to Dark.

                        Multicolor Series

                        Select this option to make the bars in different series use different colors. When this option is not enabled, the bars in different series are shown using the same set of colors.

                        Line Settings

                        Click this button to customize the display of the line elements for chart types and subtypes that include lines.

                        Line Width

                        Select this option and then select the number of pixels you want for the line’s width. Options include widths from one to ten pixels.

                        Symbols

                        Select this option and then select the symbol you want to place on the line to mark data points. You can choose None, Square, Circle, or Triangle.

                        Gauge Settings

                        Click this button to customize the display of the gauge for gauge chart types.

                        Gauge Color

                        Select this option to open the color menu to select a color for the gauge. You can also select No Value from the menu to use the default color.

                        Border Color

                        Select this option to open the color menu to select a color for the gauge’s outline. You can also select No Value from the menu to use the default color.

                        Show Numeric Identifier

                        Select this option to display a numeric indicator on the gauge which shows the actual value represented on the gauge.

                        Color Ranges

                        Select this option to open the Color Range window where you can define different colors to use for different value ranges on the gauge.

                      8. To define color ranges for a gauge chart, click Gauge Settings on the Home tab and select Color Ranges.

                        1. Click Add Range to add a color range.

                        2. Enter field information.

                          Table Color Ranges Window

                          Field Description

                          Add Range

                          Click this text to add a range. Before you add a range, the Color Ranges window does not show any ranges and Add Range is the only option available.

                          Minimum

                          Enter the percentage value the range should begin at. For example, a gauge with three color ranges could have a range that begins at 34%.

                          Maximum

                          Enter the percentage value the range should end at. For example, a gauge with three color ranges could have a range that ends at 66%.

                          Start Color

                          Click this box to open the Color window and select a color for the beginning of the range.

                          End Color

                          Click this box to open the Color window and select a color for the end of the range.

                          Remove Range

                          Click this text to remove the range shown next to the text.

                        3. Click OK to save the color ranges.

                        Sample ranges are shown in the Color Ranges window here.
                        This figure shows the Color Ranges window, where you can specify percentages for minimum and maximum color ranges that will display on the gauge chart.

                        Color ranges are unique to gauge charts and let you show ranges of different values on the chart in different colors.

                      9. To select a color scheme for the chart style, click Color Scheme on the Home tab and select the item you want from the color scheme menu.

                        Customizable color schemes are available for all chart types except gauge charts. Color schemes can be used to define the colors used for the chart. See Create a Color Scheme.

                      10. To define the placement of labels, such as titles and legends, click the Layout tab and click the button on the ribbon’s Labels group that corresponds to the label you want to configure.

                        Table Labels Descriptions

                        Label Description

                        Title

                        Click this button to select options for the chart’s title. This label displays the chart’s title defined when you add a chart to a report. You can choose not to show this label, or you can show it at the left, right, top, or bottom of the chart.

                        Legend

                        Click this button to select options for the chart’s legend. This label displays a legend to identify the chart’s contents. You can choose not to show this label, or you can show it at the left, right, top, or bottom of the chart.

                        Category Axis Title

                        Click this button to select options for the chart’s category axis title. This label identifies the chart’s category axis. You can choose to show it or not show it.

                        Value Axis Title

                        Click this button to select options for the chart’s value axis title. This label identifies the chart’s value axis. You can choose to show it or not show it.

                        Data Labels

                        Click this button to select options for the chart’s data labels. Data labels can be displayed on the chart’s bars, lines, and other display components to show the actual values represented in the chart. You can choose to show data labels or not show them.

                        Exception Box

                        Click this button to select options for the chart’s exception box. This label describes the exceptions shown in the chart if the chart’s data includes exceptions and the report is configured to show exceptions on the chart. You can choose to show this label at the left, right, top, or bottom of the chart.

                      11. To configure scale options for the chart style, click Value Scale on the Layout tab and select from the options presented.

                        Table Value Scale Descriptions

                        Option Description

                        Primary Scale

                        The options in this section let you show the primary scale, rotate the scale’s labels, and choose whether to configure the scale’s range manually. You can also choose to have these options configured automatically.

                        Show

                        Select this option to display the primary scale on the chart. By default, the primary scale is displayed.

                        Automatic

                        Select this option to automatically determine the range of the scale based on the range of values in the data shown on the chart.

                        Manual

                        Select this option to manually configure the range shown on the primary scale. When you select this option and hover over it, Scale Start and Scale End fields appear. Enter the minimum value you want for the scale in the Scale Start field and the maximum value you want in the Scale End field.

                        Rotate Labels

                        Select this option and then select a degree to rotate the label text. Your choices are None, 15, 30, 45, 0, -15, -30, and -45 degrees (clockwise).

                        Secondary Scale

                        The options in this section let you configure the secondary scale for the line values shown on line/bar chart types.

                        Show

                        Select this option to display the secondary scale on the chart. By default, the secondary scale is not displayed.

                        Automatic

                        Select this option to automatically determine the range of the scale based on the range of values in the data shown on the chart.

                        Manual

                        Select this option to manually configure the range shown on the secondary scale. When you select this option, Scale Start and Scale End fields appear. Enter the minimum value you want for the scale in the Scale Start field and the maximum value you want in the Scale End field.

                        Rotate Labels

                        Select this option and then select a degree to rotate the label text. Your choices are None, 15, 30, 45, 0, -15, -30, and -45 degrees (clockwise).

                        Position

                        The options in this section let you choose where to place the primary scale on the chart.

                        Primary Scale Right

                        Select one of these options to place the primary scale on the right or left side of the chart. By default, the primary scale is displayed to the left of the chart.

                        These options are enabled only for chart types that display data vertically.

                        Primary Scale Left

                        Primary Scale Top

                        Select one of these options to place the primary scale at the top or bottom of the chart. By default, the primary scale is displayed at the bottom of the chart.

                        These options are enabled only for chart types that display data horizontally.

                        Primary Scale Bottom

                        Use Logarithmic Scale

                        Select this check box to use a logarithmic scale based on your report data.

                      12. To configure category and value grid lines shown on the chart, click Category Grid Lines or Value Grid Lines on the Layout tab.

                        Table Category Grid Lines and Value Grid Lines Descriptions

                        Option Description

                        Scale

                        The options in this section let you choose whether to use automatic or manual offsets for the major and minor grid lines shown on the chart. The offsets determine the spacing between the grid lines.

                        Automatic

                        Select this option if you want the offsets between the major and minor grid lines shown on the chart to be configured automatically.

                        Manual

                        Select this option to manually specify the offsets for the chart’s grid lines. When you select this option, Major Offset and Minor Offset fields are displayed. Enter the numeric offset value you want for the major grid lines in the Major Offset field, and the offset you want for the minor grid lines in the Minor Offset field.

                        Display

                        The options in this section let you show or hide major and minor grid lines on the chart. Grid lines can make it easier to identify values on the chart.

                        Show Major

                        Select this option to display major grid lines on the chart.

                        Major Color

                        Select this option to open the color menu where you can choose the color you want for the major grid lines.

                        Show Minor

                        Select this option to display minor grid lines on the chart.

                        Minor Color

                        Select this option to open the color menu where you can choose the color you want for the minor grid lines.

                        Show Left

                        Select this option to show grid lines along the left side of the chart.

                        This option is not available on the Value Grid Lines button.

                        Left Color

                        Select this option to open the color menu where you can choose the color you want for the grid line along the left side of the chart.

                        This option is not available on the Value Grid Lines button.

                        Bottom Color

                        Select this option to open the color menu where you can choose the color you want for the grid line along the bottom of the chart.

                        This option is not available on the Category Grid Lines button.

                      13. To configure options for tick marks shown on the chart’s scale, click Tick Marks on the Layout tab, and select the options you want.

                        Table Tick Marks Descriptions

                        Option Description

                        Scale

                        The options in this section let you choose whether to use automatic or manual offsets for the major and minor tick marks shown on the chart’s scale. The offsets determine the spacing between the tick marks.

                        Automatic

                        Select this option if you want the offsets for the scale’s major and minor tick marks to be configured automatically.

                        Manual

                        Select this option to manually specify the offsets for the scale’s major and minor tick marks. When you select this option, Major Offset and Minor Offset fields are displayed. Enter the numeric offset value you want for the major tick marks in the Major Offset field, and the offset you want for the minor tick marks in the Minor Offset field.

                        Display

                        The options in this section let you show or hide major and minor tick marks on the chart’s scale.

                        Major Tick Marks

                        Select this option to show the major tick marks on the chart.

                        Minor Tick Marks

                        Select this option to show minor tick marks on the chart.

                      14. To customize the fonts, borders, and backgrounds of different sections of the chart, click the Format tab.

                        1. Click the section of the chart you want to configure on the content pane or, if you know the name of the chart section you want to configure, select it from the Current Selection drop-down menu on the ribbon.

                          The following chart sections are available, though not all sections are available for all chart types.

                          Chart Area

                          Grid Area

                          Title

                          Legend

                          Category Axis Labels

                          Category Axis Title

                          Value Axis Title

                          Primary Scale Labels

                          Secondary Scale Labels

                          Data Labels

                          Exception Box

                        2. Select from the options on the Format tab’s Format group.

                          Table Format Tab Descriptions

                          Button Description

                          Border

                          Click this button to select a border style for the selected section. The available options are:

                          None

                          Thin

                          Medium

                          Thick

                          Dashed

                          To select a color for the border, select Border Color from the menu to open the color menu.

                          Shadow

                          Click this button to select a shadow style for the selected section’s border. The available options are:

                          None

                          Thin

                          Medium

                          Thick

                          To select a color for the shadow, select Shadow Color from the menu to open the color menu.

                          Background

                          Click the arrow on this button to open the color menu where you can select a background color for the selected section of the chart.

                          Transparency

                          Click this button to enter a percentage to define how intense the background color is for the chart’s grid area. A setting of 100% is completely transparent, which prevents the fill colors from displaying. A setting of 0% has no transparency, resulting in intense background colors. The selected percentage is immediately reflected on the sample chart, so you can easily scroll through the transparency percentages to find a value that best suits your needs.

                          Gradient

                          Click this button to select the type of gradient you want for the background of the chart area section. You can use gradient color to customize a background by blending two colors. Your options are:

                          None

                          Left to Right

                          Top to Bottom

                          To select a gradient color to blend into the background color, select Gradient Color to open the color menu.

                          Font buttons

                          Select the font, font size, and other attributes from these buttons.

                      15. To configure settings for a different chart type or subtype, repeat steps 3 through 15.

                      16. Click Save on the ribbon to save the chart style.

                      Create a Color Scheme

                      The Color Schemes explorer lets you view standard color schemes used in conjunction with chart styles.

                      You can copy standard color schemes and edit the copies, or you can create your own custom color schemes.
                      Tip: When configuring charts to display on the Agent Browser UI, you can use any color scheme you want, but we suggest trying the Web Theme scheme which is configured for optimal display on web browsers.
                      1. Click Analytics on the navigation pane and then double-click Color Schemes Explorer. The explorer opens, displaying the current color schemes.

                      2. Click New on the ribbon to open the New Color Scheme window. The window populates with default colors.

                      3. To change a particular color, click the box with the color to open the Color window. See Change Colors.

                      4. Enter the transparency value for the color scheme in the Transparency field. A transparency value of 0 displays a solid color, and a value of 255 is completely transparent with no color.

                      5. Click Save on the ribbon to save the new color scheme.

                      Images Explorer

                      You can add or replace images in reports and dashboards using the Images explorer.

                      Photos and other images can be uploaded to use in reports and dashboards. For example, your organization’s logo can be added as an image and then added to custom reports. See Add an Image to a Report Section for information about adding images to reports area backgrounds or Add an Image for information about adding images to dashboards.

                      The images used with reports and dashboards can be added and replaced using the Images explorer. The ability to replace images is helpful when an image, such as a corporate logo, is modified. After the image file is replaced, the reports and dashboards with the old image automatically use the new image.

                      Note: Images can also be copied, renamed, or deleted using right-click functionality.

                        Add an Image

                        You can add images using the Image explorer.

                        1. Click Analytics on the navigation pane, and then double-click Images Explorer.

                        2. Click New.

                        3. Click Select One or More Images to open a window where you can select the images you want to add. You can add .bmp, .jpg, .gif, and .png file types.

                        4. Select the image you want to upload. You can select multiple images by pressing Ctrl when selecting them.

                        5. Click Open.

                        6. Click Save on the ribbon to save the image. When saving a single image, you can specify a new name for the image. When saving multiple images, the original image names are retained.

                          Replace an Image

                          You can replace an image with an updated image using the Images Explorer.

                          1. In the Images explorer, right-click the image you want to replace and select Open.

                          2. Click Select a Different Image. A window opens where you can select the new image.

                          3. Select the image you want to replace the existing image with.

                          4. Click Open.

                          5. Click Save on the ribbon to save the new image.

                            Create a Text Field

                            The Text Fields explorer lets you create text fields you can add to custom reports and dashboards.

                            When you create a text field, you can specify the field’s text, fonts, borders, colors, and margins. You can also adjust these settings after you add the field to a report or dashboard. See Add a Text Field to a Header or Footer or Adding Images and Text Fields to Dashboards.

                            For example, you could create a text field with your organization’s name, using your organization’s preferred fonts and colors, which you could add to your reports’ titles. Since the text fields can be edited after they are added to reports, you can also create a template text field with your customized settings and change the wording in the field as necessary.

                            Using the Text Fields explorer, you can edit, copy, delete, and rename text fields using right-click functionality. You can also create new text fields.

                            1. Click Analytics on the navigation pane and then double-click Text Fields Explorer.

                            2. Click New.

                              A new text field opens on the content pane.
                            3. Enter field information.

                              Table Text Tab

                              Field Description

                              Text*

                              Enter the text you want to display in this field. This text also serves as the text field name.

                              Text Alignment

                              Click this drop-down menu to select the horizontal alignment for the text in the text field. Options are Left, Center, and Right.

                              Line Alignment

                              Click this drop-down menu to select the vertical alignment for the text in the text field. Options are Top, Center, and Bottom.

                              Anchor Style

                              Click this drop-down menu to select the anchor style for the field. See Specify an Anchor Style for a Text Field.

                            4. Click the Size tab.

                            5. Enter field information.

                              Table Size Tab

                              Field Description

                              Best Fit

                              Select this option to have the size of the text field automatically adjusted to best fit the available space in the report.

                              Specific Size (Pixels)

                              Select this option to manually enter the specific width and height settings for the text field. Any text in the field boundaries that exceeds the size of the field is clipped.

                            6. Click the Font tab to select the font settings for the text field. See Change Font Attributes From the Font Tab.

                            7. Click the Margins tab to define the amount of space surrounding the text in the text field.

                            8. Select the number of pixels between the text and each of the four text field margins.

                            9. Click the Fill tab to define the background fill colors for the text field.

                            10. Enter field information.

                              Table Fill Tab

                              Field Description

                              Color/Top Color/Left Color

                              The text description for this option varies depending on the gradient mode you select. Click this box to select a primary color as the background.

                              No Fill

                              Select this check box to clear any fill colors previously selected. If this box is selected, the other options on the Fill tab are disabled except Color. Selecting a color automatically clears the No Fill check box, enabling the other options.

                              Gradient Mode

                              Select the positioning of the primary and secondary colors for the background from the Gradient Mode drop-down menu. Using gradient coloring lets you merge two colors. The following options are available.

                              None—Select this option to use only the primary color as the fill color. If you select None, the Gradient Color field is disabled.

                              Top to Bottom—Select this option to merge the colors from the top of the background to the bottom.

                              Left to Right—Select this option to merge the colors from the left of the background to the right.

                              Gradient Color/Bottom Color/Right Color

                              The text description for this option varies depending on the gradient mode you select. Click this box to select a secondary color to merge with the primary color. The fill colors then merge using the method defined in the Gradient Mode menu.

                              Transparency (%)

                              Select a percentage to define how intense the fill colors are. A setting of 100% is completely transparent, which prevents the fill colors from displaying. A setting of 0% has no transparency, resulting in intense background colors. The selected percentage is immediately reflected in the Preview area, so you can easily scroll through the transparency percentages to find a value that best suits your needs.

                              Preview

                              This area provides a sample of how the fill colors you select will appear on the text field’s background.

                            11. Click the Borders tab to define the borders for the text field.

                            12. Enter field information.

                              Table Borders Tab

                              Field Description
                              Color

                              Click the color box to select a color for the border.

                              Style

                              Click this drop-down menu to select one of the following border styles: Solid, Dashed, Dotted, Double, Inset, Outset, Groove, Ridge, Rounded, or Separator. The Separator option lets you add empty space around the text field.

                              Weight

                              Click this drop-down menu to select the pixel size of the border. The border weight can be from 1 to 10 pixels.

                              Preview

                              This area defines the placement of the borders you define. Select any of the border buttons to place the borders or click the area in the Preview white space where you want the border.

                              Borders

                              Click a border button to add the selected border attributes to the top, bottom, left, right, or all sides of the component. You can also add or remove borders from all sides of the component.

                            13. To preview the text field, click Preview on the ribbon.

                            14. Click Close to close the preview window.

                            15. Click Save on the ribbon to save the text field.

                            Change Fonts and Colors

                            Certain items you edit in explorers include options to change font attributes or add colors.

                            The methods to define fonts and colors are generally the same, regardless of the item you’re editing or the explorer you’re using.

                              Change Font Attributes From the Font Tab

                              When customizing text elements in Analytics, you can specify font attributes to change the display of the text. Font attributes can be selected from the ribbons in certain editors, such as the chart styles editor, or from a Font tab on a window in other areas.

                              The same options are available from the ribbon or the tab. Some editors give you access to font attributes from both the ribbon and the tab, allowing you to change font attributes from either location. This procedure describes the options available on the Font tab. However, you can also set these options from the ribbons of most editors in Analytics, such as the Chart Styles editor.
                              1. Click the Font tab.

                              2. Enter field information.

                                Table Font Options

                                Field Description

                                Font

                                Click this drop-down menu to select a font.

                                Style

                                Select the check boxes for the style attributes you want. You can select multiple attributes to apply to the font: Regular, Bold, Italic, Underline, Strikethrough, and All Caps.

                                Size

                                Click this drop-down menu to select the point size of the font.

                                Color

                                Click the color box to select a color for the font. See Change Colors.

                                Preview

                                Click this button to preview the font using the options you select.

                                This button is not available on all Font tabs.

                              3. Click OK to save your changes.

                                Change Colors

                                You can select colors for many objects in Analytics, such as text labels and report backgrounds.

                                When selecting colors from a tabbed window, the Color window displays. When selecting colors from a ribbon, the color menu is displayed. Both give you the same options, though they present them in slightly different ways. This procedure explains how to select colors and define custom colors using both the color menu and Color window.
                                1. To select a color using the menu, click the color you want to use.

                                  The color is applied to the object you are editing.
                                2. To select a color using the window:

                                  1. Click the color you want.

                                  2. Click OK.

                                  The color is applied to the object you’re editing.
                                3. To define a custom color from the window:

                                  1. Click Define Custom Colors.

                                    The window expands to show custom color options.
                                  2. Click anywhere in the color palette or enter the HSL (hue, saturation, lumination) or RGB (red, green, blue) components in the appropriate text boxes to define your custom color.

                                    The HSL color model defines the hue, saturation, and lumination of the color.
                                    • Hue—The hue is the pigment of the color and has a value between 0 to 359 degrees.
                                    • Saturation—The saturation is measured as a percent from 0 to 100 and specifies the vividness of a color.
                                    • Lumination—Lumination is the amount of white in the color and is a value from 0 to 100 percent.

                                    The RGB color model defines the amount of red, green, and blue light the color contains. RGB values can be between 0 and 255. For example, when all components are set to 255, the color is white, and when all are set to 0, the color is black.

                                  3. Click Add to Custom Colors. The color is added to your custom colors.

                                  4. Click OK to apply the color you selected or created to the component you’re defining.

                                4. To view additional standard colors or to create a custom color from the color menu, click More Colors.

                                  1. To choose a standard color from the window, click the color you want and click OK to apply the color to the object you’re editing.

                                  2. To define a custom color, click the Custom tab.

                                    Custom colors are defined on the Custom tab in the same way they are defined on the Color window.
                                  3. Click OK to apply the custom color to the object you’re editing.

                                  Creating Basic Reports

                                  Overview of Creating Basic Reports

                                  You can create new reports using Oracle RightNow Analytics Cloud Service (Analytics). While this can be a complex process, learning how to create a basic report will help you understand the tools you need to create more complex reports.

                                  When creating reports, you can use advanced features such as multiple output levels, linked reports, calculations, data exceptions, variables, computed fields, and custom scripts. These reports can take time to plan or may require input from several people. However, you can quickly create reports that fulfill most of your reporting needs.

                                  For information about all the tools available to create and edit reports, see Overview of Custom Reports.

                                  Planning Reports

                                  No matter how simple or complex a custom report is, there are certain guidelines to follow to help you create the report you want.

                                  Since each custom report you create can output different data and include different components, you may want to design your report before you start to create it. This helps determine what steps you need to take to create the report you want. We recommend considering the following questions before you create your report.

                                  Tip: If an existing report is similar to a report you want to create, you can copy the existing report and then edit the copy to create your new report. To view descriptions of existing reports, you can generate a catalog of reports. See Generate a Catalog of Reports. For information about finding and copying reports, see Working with Analytics Explorers. For information about viewing the contents of a report, see View a Report Definition.

                                  Creating Reports

                                  After you understand what your report should contain, you create it on the report designer.

                                  The procedures listed here demonstrate the basic steps that are required to create most reports. While the sample report might not be useful to your organization, knowing how to create a report such as this will help you create reports your organization needs.

                                  In this sample report, you will see the number of unresolved and updated incidents in each incident queue. You will also be able to drill down on the information in the first level to open a second output level to view details about the incidents in each queue.

                                  To create the report, you will follow a number of basic steps.

                                  Open the Report Designer

                                  The report designer gives you access to all the tools you need to create basic or more complex reports.

                                  1. Do one of the following:

                                    • Click Analytics on the navigation pane, double-click Reports Explorer, and then click New Report on the ribbon.
                                    • If your navigation set is configured to add new reports from the file menu, click File and then select Report. See Asset Workspaces.
                                  2. Select the type of report you want to build: Grid report, Standard report, or Standard report with Chart. Since the sample report will primarily be used internally by staff members to work with records, select Grid report.

                                    Note: Grid reports are most commonly used on the Service Console to list records that staff members can open for editing. The other report types are generally used to present summaries of data inside or outside of your organization. If you decide you want a different report type after you start creating a report, you can change it from the Report Layouts button on the ribbon’s Home tab.

                                    After selecting the report type, the report design center opens where you create your report. The report designer consists of the ribbon, the design surface, where report content is located, and the data dictionary, where you can select from the database’s tables and fields.

                                  Add Output Columns

                                  In this procedure, we will add two columns to the report’s first output level, displaying incident queues and the number of incidents in each queue.

                                  1. Expand the All Tables tree on the data dictionary and then select Incidents.

                                  2. Select Queue (queue_id) on the right side of the data dictionary and drag it to the design surface. The field is added to the report as a column and is automatically named Queue, but you can right-click the column to change the name and customize other options.

                                  3. On the data dictionary, scroll down to the Functions tree and expand it.

                                  4. Select Aggregate Functions and then drag count(expr) onto the design surface. The Column Definition window opens where you select the field you want counted.


                                    This figure shows the Column Definition window. In addition to the Heading and Description text-entry fields, the window contains an Available Columns/Functions pane on the left, and an Expression pane on the right.

                                    We will edit the column’s expression to specify what records we want counted. In this example, we want to count the incidents in each queue.

                                  5. On the left side of the window, expand Current Dataset > Incidents.

                                  6. Scroll down to Incident ID (i_id) and drag it to the text between the parentheses on the right side of the window. After you do this, the column’s expression will be count(incidents.i_id).


                                    This image shows a column expression in the Column Definition window.

                                    We want to count the records using this field since it is a unique identifier for incidents as no two incidents share the same ID number.

                                  7. To change the name of the column you're adding, enter the name you want in the Heading field. For our example, you can type Number of Incidents.

                                  8. Click OK to save the changes and add the column to the report.

                                    The new column automatically displays a count of all incidents in each incident queue.
                                  The first output level of the sample report now has two columns displaying incident queues and the number of incidents in each queue. For more information about adding output columns to reports and the types of columns you can add, see Managing Output Columns.

                                    Add Another Output Level

                                    Now we will add a second output level to the report that you can drill down into to view details about the incidents in the queues.

                                    For an overview of output levels, see Adding Additional Output Levels. Alternatively, if you already have a report that returns the information you want to see in the drill-down level, you can link the reports together instead of adding another output level. See Linking Reports.
                                    1. Click the Level tab on the ribbon and then click Add Drilldown.

                                      You can enter a different name for the new output level in the Name field, add notes about the level in the Description field, and change other options that are described in Adding Additional Output Levels.

                                      As you review the options in the Drilldown Settings area of the window, notice that the drill-down filter is automatically set to incidents.queue_id. When you use the report and click a drill-down link on the first level of the report, the second output level knows to display only information related to the queue in the row you clicked. For more complex reports, the drill-down filter can be changed, but it is not necessary to do so here.

                                      The link you click when using the report is also automatically set to incidents.queue_id. However, for our sample report, we will make the incident count column the link we click to drill down.

                                      The Level Settings window opens, displaying information about the new output level.
                                    2. Click the Link drop-down menu and select count(incidents.i_id).

                                    3. Click OK to save the new output level.

                                      Tip: If your report has multiple output levels, you can click the Level drop-down menu at the top of the design surface and select the level you want.
                                    You can now drag fields from the data dictionary onto the design surface to add columns to the second level of the report. Since this output level is intended to display details about the incidents, you could add fields from the incidents table such as Reference #, Subject, Assigned Account, and Date Created. You can also add fields from the contacts table to view information about the contacts who submitted the incidents. See Add Output Columns.

                                    Add a Filter

                                    Next, we will add a fixed filter to return only unresolved and updated incidents in the report.

                                    Fixed filters prevent reports from querying more information than you need in the report. You could also add runtime selectable filters to the report to return only incidents created in a certain time period, assigned to particular staff accounts, or that match other criteria you specify. Unlike fixed filters, runtime selectable filters allow you to select the values you want when you run the report.

                                    1. Click the Home tab on the ribbon and then click Add Filter.

                                      The Add Filter window opens.
                                    2. If you want to specify a name for the filter, enter a name in the Name field.

                                      This name is used only on the report designer. If you do not specify a name, the filter’s database field is used instead.
                                    3. Clear the Make this Filter Selectable at Run Time check box.

                                      Note: If we were creating a runtime selectable filter, we would leave this check box selected and enter a filter name in the Label this Filter field that staff members see when running the report. We could also select the Required check box for runtime selectable filters to force the report’s users to specify a filter value before they can run the report.
                                    4. In the Definition section, right-click in the Expression field and select Incidents > Status status_id.

                                      This is the database field we are using to filter the report’s output by.
                                    5. Click the Operator drop-down menu and select In List.

                                    6. Choose the items you want to include in the search.

                                      When you use the In List operator, all items are selected by default. Clear the check box next to each item you do not want to include in the initial search or clear the Select All check box and select the check box next to each item you want to include. For our example, select Unresolved and Updated. The report will include only incidents with one of these statuses. Since the filter is selectable at runtime, you can change the search options when you run the report.

                                      To prevent menu options that are irrelevant to the report’s audience from being available in searches, click Customize and clear the check boxes next to the options you do not want to display.

                                    7. Click OK to save the filter.

                                    Save the Report

                                    The final step in creating the report is to save it to a location where the report’s audience can access it. After you save the report, your staff members can open it, assuming they have permission to do so.

                                    1. Click the arrow next to Save on the Quick Access toolbar and select Save and Close. The Save As window opens where you specify the name of the report and where you want it saved.

                                    2. Select the Public Reports folder or a custom subfolder beneath it. Reports that are saved in the My Reports folder are accessible only by you.

                                      1. To create a custom subfolder, right-click Public Reports, select New Folder, and enter the name you want for the folder.

                                    3. Enter the name for the report in the Name field. The name can be up to eighty characters long.

                                    4. Click OK to save the report and close the report designer.

                                    Your staff members can now access the report from the Reports explorer or you can add the report to their navigation sets. You can edit the report whenever you want to add more columns, filters, or output levels. You can also add advanced functionality such as column calculations, variables, inline editing, and other options. If you want to show the information in the report to a wider audience, you can also change the report’s layout and add charts, text fields, and images.

                                    If you encounter problems when you try to run a custom report, you can examine it using the report analyzer. This will help you determine the cause of the problem, such as the report querying tables that it does not need, or lacking filters to reduce the amount of data being read.

                                    Custom Reports

                                    Overview of Custom Reports

                                    Creating custom reports gives you the flexibility to output the information you need in the format you want.

                                    Custom reports can be simple, pulling data from one table and returning data from the same table, or they can be complex, pulling data from several tables, filtering it, and returning tabular and chart information in multiple output levels or linked reports.

                                    When creating a custom report, you can select the database fields you want, add calculations and functions to the fields, and create fixed and runtime selectable filters to find the exact records you want. You can also add charts and text to your report, and specify the display and data options used when your report is opened. This ensures the information presented in your report is clear and accessible to your audience.

                                    Using the Report Designer

                                    You create and edit custom reports from the report designer.

                                    All the tools you need to create a report are available from one location. You can also access optional items, such as chart styles and color schemes you have configured in the other Oracle RightNow Analytics Cloud Service (Analytics) explorers, from the report designer to enhance your reports.

                                    You can customize reports based on your organization’s needs using the report designer’s ribbon, data dictionary, and design surface components.

                                    Open the Report Designer

                                    Use the report designer to create and edit custom reports.

                                    In most cases, you will open the report designer from the Reports explorer. However, if you want to create a new report and your navigation set is configured to add reports from the file menu, you can click File and select Report.

                                    Note: If your site has an Agent Browser User Interface associated with it, a message displays stating that not all Analytics features are supported by the interface. Click OK to continue.

                                    After you open the report designer, you can increase the amount of space on the design surface by hiding the data dictionary or elements on the design surface. When you need an item that is hidden, you can display it again.

                                    1. Click Analytics on the navigation pane.

                                    2. Double-click Reports Explorer.

                                    3. To edit an existing custom report, right-click the report and select Edit.

                                      The report designer opens.
                                    4. To create a report, click the New Report button.

                                      A window opens where you select the report’s initial layout.
                                    5. Click the name of the layout you want to use for the report.

                                      Options include Grid Report, Standard Report, and Standard Report with Chart .
                                      When you select a layout, the report designer opens with the selected layout.
                                    6. To create a copy of a report from another interface by importing a report definition, click Import Existing Report Definition. See Import a Report from an XML File.

                                    Import a Report from an XML File

                                    Using existing report definitions allows you to create duplicates of complex custom reports from other interfaces without manually re-creating the reports.

                                    If you have multiple interfaces, you can use report definitions saved in XML files to create reports on other interfaces. If you have previously exported segments, you can also import these to create custom reports. Since reports are not shared between interfaces, you must export a report from one interface and import it into another to have the same report available in multiple interfaces.

                                    Note: When you import a report definition to create a report on a different Oracle Service Cloud site, items in the report definition that do not exist in the database where you import the report, such as custom fields, will display in the new report but will not display data. You must edit the new report to modify or delete items that do not correspond to existing fields in the database.

                                    When you import a report, the permissions from the imported report are not changed. However, the owner of the report is changed to the staff member who imports the report.

                                    1. Click New Report on the Report explorer’s ribbon to select the report layout.

                                    2. Click Import Existing Report Definition.

                                    3. Select the XML file containing the report definition.

                                    4. Click Open.

                                      The imported report opens on the report designer where you can modify it.

                                      If you import a report that includes custom object record commands into a site that has custom objects with different names or ID numbers, a window opens where you can match the custom objects referred to in the imported report to the custom objects on the site.

                                      If the XML file you import contains a custom script, a dialog displays where you can choose to import the script or not. See Create a Custom Script.

                                    5. Save the new report.

                                    Report Designer Views

                                    There are four different ways to view a report as you edit it in the report designer.

                                    Each view presents your report in a different way and gives you access to different tabs on the ribbon.

                                    • Report View—This view shows you the report just as your staff members will see it when they open it. The report presents real data and is particularly useful when you want to preview a report you’re editing. This view does not let you add column calculations, adjust column formatting options, or use action links.

                                    • Layout View—This view is similar to the report view and is also useful for previewing reports. However, unlike the report view, this view lets you select individual columns in the report and apply formatting options to the columns. For example, if you want to add conditional formatting to a column to highlight data that meets certain criteria in the column, you could select the layout view, select the column, and configure conditional formatting for the column.

                                    Note: When you select the report or layout view, a message appears if your report queries too much data. While you can save the report, we recommend that you add fixed filters or reduce the number of tables in the report to ensure that the report runs efficiently. In addition, any custom scripts added to the report are checked for PHP errors when you select these views. If any problems are found, a message displays providing information about the error. The report can be saved, but the custom script will be disabled when users run the report. See Create a Custom Script.
                                    • Design View—This is the default view when you open the report designer. This view gives you access to the tools you need to create and edit your report on the design surface.

                                    • Data Set View—This view shows your report in a textual design space. You can add columns, filters, and variables using this view, just as you can when using the design view, but you cannot add graphic elements, such as charts, images, or text fields. The data set view is particularly helpful if you want to view text descriptions of your report’s contents, and access different report components to edit them. In addition, you can define the filter label that displays in the Quick Search by selecting the filter you want to display and moving it to the top of the list.

                                    Specify Report Views

                                    When you open the report designer, you can choose to use one of four views to look at your report.

                                    1. Edit a report.

                                      By default, the report opens in the design view.
                                    2. Click the arrow on the Views button on the ribbon’s Home tab and select the view you want.

                                      The report display is updated to use the view you select.

                                    Report Designer Components

                                    The majority of the tasks you perform when creating or editing a custom report are done through the ribbon, design surface, and data dictionary components of the report designer.

                                    These components provide access to the data, report sections, parameters, and other items you use to create and edit custom reports.

                                    The ribbon is shown at the top of the content pane and gives you access to the tools you need to create and edit reports. The design surface is shown in the middle of the content pane and shows the data area and other fields. The data dictionary is shown at the bottom of the content pane and gives you access to the fields in the database that you can use in your custom reports.

                                      Report Designer Ribbon

                                      The report designer’s ribbon includes eight tabs from which you can access options to create or edit a report.

                                      The tabs on the ribbon vary depending on which view you use and the object selected on the design surface. For example, when editing a report using the design view, you can select the Home, Display, Insert, Level, and Page Setup tabs to add filters and report levels, insert charts, and modify the report’s display. The Design, Format, and Options tabs are displayed when you select objects on the report, giving you options to edit the selected object. The data set view gives you similar options, though the Insert tab is not available. Fewer tabs are available when using the report and layout views.

                                      Tip: You can minimize the ribbon when editing a report by double-clicking the active tab. Click the tab to temporarily display the buttons on the tab or double-click the tab again to maximize the ribbon.

                                      Each tab on the ribbon has one or more groups containing buttons you can use to modify the report or items on the report. Some groups have icons to the right of their names that you can click to open a window. For example, the Page Setup tab has Print, Background, and Display groups. You can click the small icon shown on the Background group to open the Display Options window.

                                      Windows give you access to the same features you can access from the ribbon. However, the windows group the options differently, and sometimes contain additional options not available from the ribbon.

                                      When explaining features that can be accessed from a window or the ribbon, we describe the feature using the window, but keep in mind that the ribbon’s buttons provide shortcuts to most of the same features available on windows.

                                      Report Designer Home Tab

                                      The report designer’s Home tab gives you access to options that impact the entire report.

                                      From the Home tab, you can select report layouts, view or export a definition of the report, schedule the report to be sent out in an email, adjust permissions, view an audit log, and enable inline editing for the report. You can also sort the data in the report or view it differently using rollups or slicing. Buttons on the tab’s Data Set group give you access to the report’s tables, filters, variables, and columns.

                                      Table Home Tab

                                      Group/Button Description
                                      Views This button lets you choose whether to view the report using the report, layout, design, or data set view. See Report Designer Views.
                                      Layouts The buttons in this group let you select a style and layout for the report.
                                      Report Layouts Click this button to load a predefined report layout. The available layouts are Grid Report, Standard Report, Chart, and Standard Report with Chart. When you select a layout, the report sections needed for the type of report you select are automatically displayed. See Apply a Layout to a Dashboard or Apply a Layout to an Output Level.
                                      Tabular Click this button to edit the report in a tabular layout. This is the default layout used when creating a report. See Display Data Using Record or Tabular Layouts.
                                      Record Click this button to edit the report in a record layout. See Display Data Using Record or Tabular Layouts.
                                      Properties The buttons in this group let you modify properties that apply to the entire report.
                                      Options Click this button to select how the time zone used in the report is determined, who the owner of the report is, set Auto Refresh and other options, and add notes to the report. See Change Report Properties.

                                      Definition

                                      Click this button and select View to view the report definition, showing descriptions of the report’s tables, columns, filters, and other information describing the report’s structure. See View a Report Definition.

                                      Click this button and select Export to export the definition to a file which you can import into another interface to copy the report. See Export a Report Definition to an XML File.

                                      Records Click this button to select the record commands buttons you want to display on the report’s Home tab. See Change Record Command Actions.

                                      Scheduling

                                      Click this button to schedule the report to be sent to other individuals. See Scheduling Reports.

                                      This button appears only when scheduled reports are enabled. For information about enabling scheduled reports, contact your Oracle account manager.

                                      Permissions Click this button to define which profiles should have access to run and edit the report. See Specify Report Permissions.
                                      Audit Log

                                      Click this button to open the audit log for the report, which shows you when the report was created, edited, run, and published, and which staff members performed these actions. See View a Report Audit Log.

                                      The Expanded Report Audit Log is also available. This shows you when reports and dashboards have been generated, printed, exported, and previewed over the previous 30 days. See View the Expanded Report Audit Log.

                                      References

                                      Click this button to access pre-defined reports that show you the workspaces, navigation sets, dashboards, and report links that use the report you are editing. Viewing these items before editing a report ensures that you’re aware of other items that might be impacted by changes you make. If you decide the impact would be too great, you can create a copy of the report and edit the copy instead.

                                      If you have the Analytics Administrator profile permission, you can access versions of these reports that include search options in the Report Management component. See Monitoring Report Usage.

                                      Inline Editing

                                      Click this button to select options for inline editing, which allows staff members to edit data directly from a report. See Enable Inline Editing.

                                      This button does not display if the staff member’s profile lacks inline editing permission.

                                      Analyze The buttons in this group let you sort the data shown on the report and apply rollups and slicing to the data.
                                      Sort Click this button to open the Sort window and select which output columns to sort by and the sort method. See Changing Sort Options.
                                      Rollups Click this button to select rollup options and open the Rollups window. See Define Rollups.
                                      Slice Click this button to slice the data in the report. Slicing lets you group tabular data that shares common values in fields included in the report. See Slicing Report Data.
                                      Data Dictionary Click this button to hide or display the data dictionary at the bottom of the report designer. You can select fields from the database to use in the report from the data dictionary. See Data Dictionary.
                                      Data Set The buttons in this group let you add or edit columns, tables, filters, variables, and edit comparison date offsets.
                                      Tables Click this button to view the tables used in the report, change the joins used between the tables, add and delete tables from the report, and add join filters. See Managing Table Relationships.
                                      Filters Click this button to view, add, edit, or delete report filters. See Create a Fixed or Run-Time Selectable Filter.
                                      Variables Click this button to view, add, edit, or delete variables. See Variables.
                                      Analyze Click this button to preview the report’s database query. See Reviewing Report Performance.
                                      Add Filter Click this button to add a report filter. See Create a Fixed or Run-Time Selectable Filter.
                                      Add Variable Click this button to add a variable to the report. See Variables.
                                      Comparison Click this button to add comparison date offsets for comparison columns. See Add a Comparison Value Column to a Report.
                                      Add Column Click this button to add a column to the report. See Add a Column to a Report.

                                      You can also add columns by dragging them from the data dictionary onto the design surface.

                                        Report Designer Display Tab

                                        The Display tab on the report designer ribbon provides several ways to view a report.

                                        The Display tab is similar to the Display tab available when viewing a report. Each gives you options to apply report styles, add report sections, page the report, fix column headers, and display data using cross tabs. The report designer’s Display tab also includes a Show/Hide group that lets you add rulers, lines, and headings to help you identify sections and fields shown on the design surface.

                                        For descriptions of the buttons on the tab’s Format, Sections, and Options groups, see Report Display Tab.

                                        Table Display Tab Show/Hide Group

                                        Button Description
                                        Show Rulers Click this button to display horizontal and vertical rulers when designing the report to provide a perspective on the report’s size.
                                        Show Rule Lines Click this button to display horizontal lines separating the report sections displayed on the design surface.
                                        Show Field Outlines Click this button to display borders around the fields you add to the report.
                                        Show Section Headers Click this button to display a heading above each report section.
                                        Show Grid Click this button to display a grid in the report’s header and footer sections to help you align items you add to the sections. You can also select the grid size you want to use.
                                          Report Designer Insert Tab

                                          The Insert tab allows you to add columns, charts, and data exceptions to your report.

                                          You can also add standard text fields or custom text fields created from the Text Fields explorer and images added in the Images explorer. See Create a Text Field and Images Explorer.

                                          Table Insert Tab

                                          Group/Button Description
                                          Column Click this button to open the Column Definition window to add a column to the report. See Add a Column to a Report.

                                          You can also add columns by dragging them from the data dictionary onto the design surface.

                                          Text Click this button to insert a text field into a report section that accepts text fields. See Add a Text Field to a Header or Footer.
                                          Image Click this button to add an image to your report. See Add an Image to a Report Section.
                                          Chart The buttons in this group let you select a chart to add to the Charts section of your report. You can select different chart types and subtypes. See Adding and Editing Charts.
                                          Exception Click this button to add data exceptions to the report. See Create a Data Exception.
                                            Report Designer Level Tab

                                            The Report designer’s Level tab gives you access to options you can apply to report levels.

                                            You can also create reports with drill-down levels from this tab. If your report already has multiple output levels, you can select the level you want to edit from the Level drop-down menu located on the design surface.

                                            You can apply level filters and group filters from this tab and add custom scripts to the report level you’re viewing. You can also click Edit to add output descriptions to the report level.

                                            Table Level Tab

                                            Group/Button Description
                                            Current Level The buttons in this group let you edit the report level that is currently selected on the Level drop-down menu at the top of the design surface. You can also delete the selected level, or add custom scripts or drill-down levels to the level.
                                            Edit Click this button to open the Level Settings window where you can configure all level options for the selected level. See Adding Additional Output Levels.

                                            Delete

                                            Click this button to delete the selected level. This option is not available for the top level of a report.

                                            When you delete a level, all the columns and other items added to the level are also deleted.

                                            Add Drilldown Click this button to add a drill-down level to the selected level. See Adding Additional Output Levels.
                                            Custom Scripts Click this button to add a custom script to the selected level. See Create a Custom Script.
                                            Drilldown Settings The options in this group let you select the drill-down filter and link for the level. See Configure Recursive Drill-Down Levels.
                                            Drilldown Filter Click this drop-down menu to select the output column or columns to use as the filter for the new level. The drill-down filter determines the data set displayed in the drill-down level.

                                            Drilldown Link

                                            Click this drop-down menu to select the output column you click to open the drill-down level. You can also select Entire Row to open the drill-down level by clicking anywhere on a row in the parent output level.

                                            If you want to drill down into another report level instead of opening a specific record when a value from the record is double-clicked on a report, select Entire Row as the drill-down link. When configuring record commands for the report, select None from the Default Record drop-down menu. See Change Record Command Actions.

                                            Open in Window Click this drop-down menu to specify how you want to open the drill-down output level. To replace the current output level, select None. To open the output level in a new window, select the location on the screen where you want the window to open by default. You can choose Top, Bottom, Left, or Right..
                                            Grouping The buttons in this group let you configure result grouping for the drill-down level.
                                            Group Results Select this check box to group data on the selected level. See Group Data in an Output Level.
                                            Change Group Order Click this button to change the order of the grouped output columns. See Changing Group Ordering.
                                            Parameters The buttons in this group let you manage level and group filters, and add record limits to the selected level.
                                            Level Filters Click this button to view, add, edit, or delete level filters. See Create a Level Filter.
                                            Group Filters Click this button to view, add, edit, or delete group filters. See Create a Group Filter.
                                            Add Level Filter Click this button to add a level filter. See Create a Level Filter.
                                            Add Group Filter Click this button to add a group filter. See Create a Group Filter.
                                            Record Limit Click this button to limit the number of records that can be returned on the selected level. See Set Record Row Limits and Page Breaks.
                                              Report Designer Page Setup Tab

                                              The options on the Page Setup tab let you configure printing options for the report. You can also change the report’s background, margins, and width.

                                              Table Page Setup Tab

                                              Group/Button Description

                                              Print

                                              The buttons in this group let you configure the report for printing and add the Page Header and Page Footer sections. See Print a Report.

                                              This button group displays only if your profile includes the Print/Export/Forward Reports permission. See Assign Analytics Permissions.

                                              Print Margin Click this button to select the size of the margins used when printing the report. Options include Normal, Narrow, Medium, and Wide.
                                              Size Click this button to select the size of the paper used when printing the report. Options include Letter, Legal, Executive, A3, A4, and A5.
                                              Portrait/Landscape Click these buttons to print the report in portrait or landscape mode.
                                              Page Header/Page Footer Select these check boxes to include a page header and page footer when printing the report.
                                              Print to Fit Select this check box to scale the report to your printer’s default page width and send the report to the printer.
                                              Background The buttons in this group let you add a background color to the report. You can select the background color and add a gradient color to blend into the primary color. You can also choose how intense the colors should be with the Transparency setting.
                                              Display The buttons in this group let you add margins to the report and set the report’s width.
                                              Margin Click this button to select the width of the margins around the report. Options include None, Narrow, Medium, Wide, and Custom. Selecting Custom lets you specify the number of pixels for the top, bottom, left, and right margins.

                                              Width

                                              Click this button to select the width of the entire report. Options include Best Fit and Fit to Window.

                                              When using Best Fit, all content in the report is examined to calculate column width before the report displays. To reduce the report load time, select the Improve Display Performance data display option. See Change Data Display Options.

                                                Report Designer Design Tab

                                                Use the Design tab to configure and add columns and data types to your custom report.

                                                The report designer’s Design tab is available when you click a column, text field, exception, or chart. This tab also displays when you select a filter, variable, or table when using the data set view.

                                                Note: The Design tab is renamed to Text Field when a text field is selected.

                                                Different buttons are shown on the tab depending on the item you select. For example, when working with a column, buttons are available to add calculations, configure data rollups, and add comparison values. When working with text fields, you can change fonts, margins, and borders.

                                                The options you can select for columns, text fields, data exceptions, charts, tables, and filters or variables are described in the following tables.

                                                Note: The groups and buttons available on this tab depend on the type of object you select. In addition, when editing a column, the options on the tab depend on the type of data the column returns.

                                                Table Design Tab Column Options

                                                Group/Button Description
                                                Edit Click this button to open the Column Definition window, from which you can edit the column’s definition. See Change Trend Options.
                                                Arrange The buttons in this group let you hide, remove, and order the position of the selected column.

                                                Hide

                                                Click this button to hide the selected column.

                                                To show hidden columns, right-click the header for a visible column, select Insert Hidden Column, and select the column you want to show. The column will be displayed in the column’s default location.

                                                Move Left/Move Right Click these buttons to move the selected column one column to the left or right.
                                                Delete Click this button to remove the selected item from the report.
                                                Insert Before/Insert After Click these buttons to open the Column Definition window, from which you can create a new column inserted before or after the selected column.

                                                Sort

                                                Click this button and select Sort Ascending or Sort Descending to sort the data in the report by the values in the selected column. See Changing Sort Options.

                                                Columns with a text area data type cannot be sorted.

                                                Calculations The buttons in this group let you add calculations to the selected column. You can hover over each button to view a description of the calculation. You can also choose to show multiple calculations on a single row or on separate rows. See Add Calculations to a Column.
                                                Calculation buttons Click the button for the calculation that you want to add to the selected column.
                                                Options Click this button and select Display Calculations on Single Row to show all the selected calculations on one row beneath the column. Select Display Calculations on Separate Rows to show each calculation on a separate row below the column.
                                                Report Linking Click this button to add, edit, and remove links to other reports. You can add conditional or unconditional links to columns. See Linking Reports.
                                                Rollup The buttons in this group let you group the information in the report by the selected column. You can also change the ordering if your report has multiple rolled-up columns. See Define Rollups.
                                                Rollup Click this button to roll up the report’s data by the selected column. Click the button again to remove the rollup.
                                                Move Up/Move Down If your report’s data is rolled up by more than one column, click these buttons to move the selected column up or down one rollup level.

                                                Options

                                                Click this button to select rollup options. Available options include:

                                                • Display Group Counts

                                                • Display Rollup Headings

                                                • Display Column Headings

                                                • Repeat Column Headings

                                                Insert Column Click this button in the Computed group to add a computed column to the report. The types of computed columns available depend on the values in the selected column. You can also add computed columns from the data dictionary. See Computed Fields for information about computed columns.
                                                Trend Options The buttons in this group let you edit trend options for the selected trend column. See Change Trend Options.
                                                Perform Forecast Select this check box to enable forecasting in the trend value column.
                                                Forecast Units Enter the number of time units to forecast forward. For example, if the trended column groups data by week, trending forward three units displays data trended three weeks in the future.
                                                % Change The buttons in this group let you edit comparison percentage and trend percentage column options for the selected comparison percentage or trend percentage column. See Add a Comparison Percentage Column to a Report and Add a Trend Percentage Column to a Report.
                                                Comparison Direction Click this button and select how the percentage value shown in the comparison or trend percentage column should be derived. The value can be derived from the difference between the value in the original column being compared/trended versus the value in the comparison or trend column. The value can also be derived from the difference between the value in the comparison or trend column versus the value in the original column being compared/trended.
                                                Show Icon Select this check box to display icons next to the percentage values returned in the column. The icons indicate whether there is a positive change, negative change, or no change.
                                                Icon Colors Click this button to change the colors used for the icons to indicate a positive change, negative change, or no change.

                                                Table Text Field Tab Options

                                                Group/Button Description
                                                Edit Click this button to open the Edit Text Field window, from which you can edit the selected text field. See Create a Text Field.
                                                Arrange The buttons in this group let you position the selected text field on the design surface.
                                                Anchor Click this button to define an anchor style for the text field. Anchor styles determine how a text field moves in relation to the borders of the report section. See Specify an Anchor Style for a Text Field.
                                                Bring to Front/Send to Back Click these buttons to place the selected item on top of or beneath overlapping items.
                                                Size to Fit Click this button to automatically shrink or expand the element containing the text field to fit the selected item.

                                                Manually resizing the selected element disables this option.

                                                Font The buttons in this group let you change the selected text field’s font style, size, and color. You can also select font attributes, such as bold and italic, and change the text’s alignment within the text field. In addition, you can add a background color for the text field.

                                                Margin

                                                Click this button to select the width of the margins around the item. Available options include:

                                                • None

                                                • Narrow

                                                • Medium

                                                • Wide

                                                • Custom

                                                Selecting Custom lets you specify the number of pixels for the top, bottom, left, and right margins.
                                                Border The buttons in this group let you add borders to the text field and change the borders’ display options. You can identify which borders you want and choose the borders’ color, size, and style.

                                                Table Design Tab Data Exception Options

                                                Group/Button Description
                                                Edit Click this button to open the Exception Editor, from which you can edit the selected data exception. See Create a Data Exception.
                                                Display Reference The drop-down menu in this group lets you select the field you want to highlight to indicate which rows meet the selected data exception.
                                                Arrange The buttons in this group let you add, remove, and position the selected data exception.
                                                Add Click this button to add a new data exception. See Create a Data Exception.
                                                Delete Click this button to remove the selected exception from the report.
                                                Move Up/Move Down Click these buttons to move the selected exception up or down in the list of exceptions. See Order Data Exceptions.
                                                Insert Before/ Insert After Click these buttons to add a new data exception before or after the selected exception. See Order Data Exceptions.
                                                Tabular Display The options in this group let you configure the tabular display for the selected data exception. See Create a Data Exception.
                                                Show Notifications Click this button to show the selected exception at the bottom of the report’s tabular data.
                                                Show Criteria Select this check box to display the exception criteria. For example, if the data exception marks opportunities that are still active, the criteria would display opportunities.status_id = Active.
                                                % Meeting Criteria Select this check box to show the percentage of data in the report that meets the specified exception criteria. This information displays at the bottom of the report in the Data Exceptions report section.
                                                % Not Meeting Criteria Select this check box to show the percentage of data in the report that does not meet the specified exception criteria. This information displays at the bottom of the report in the Data Exceptions report section.
                                                Graphical Display The options in this group let you configure the graphical display for the selected data exception. See Order Data Exceptions.
                                                Show Notifications Click this button to show the selected exception in charts shown on the same report output level as the data exception.
                                                Show Criteria Select this check box to display the exception criteria in the chart. For example, if the data exception marks opportunities that are still active, the criteria would display opportunities.status_id = Active.
                                                % Meeting Criteria Select these check boxes to display data on the chart showing the percentage of data that meets or that does not meet the specified exception criteria.
                                                % Not Meeting Criteria
                                                Color Click this button to select a color to use for the indicator on the chart that shows the amount of data meeting the exception criteria.

                                                Table Design Tab Chart Options

                                                Group/Button Description
                                                Define Data Source Click this button to open the Chart Wizard where you can select data options for your chart. See Add or Edit a Chart with the Chart Wizard.
                                                Arrange The buttons in this group let you position the selected chart on the design surface and remove it from the report.
                                                Delete Click this button to remove the selected chart from the report.
                                                Bring to Front/Send to Back Click these buttons to place the selected chart on top of or beneath overlapping charts.
                                                Type Click this button to change the type and subtype of the selected report. If the data options in the new chart type differ from those in the old chart type, the Chart Wizard opens, allowing you to select new data options. See Add or Edit a Chart with the Chart Wizard for descriptions of the available chart types.
                                                Chart Style Click this button to select a chart style for the selected chart. See Chart Styles Explorer.
                                                Labels Click in the text fields in this group to type text for the chart’s title, category, and value labels.
                                                3D Settings Click the buttons in this group to specify angle and depth settings for a three-dimensional chart. See Chart Styles Explorer.

                                                The buttons in this group are active only if a three-dimensional chart is selected.

                                                Settings Click the buttons in this group to modify settings specific to charts that include bars, lines, or gauges. See Chart Styles Explorer.

                                                The buttons in this group are active only if a chart with bar, line, or gauge properties is selected.

                                                Colors Click the button in this group to select a color scheme for the chart. See Chart Styles Explorer.

                                                Table Design Tab Table Options

                                                Group/Button Description
                                                Tables Click this button to open the Data Set window, where you can edit the tables used in the report. See Managing Table Relationships.
                                                Outer Join Click these buttons to join the selected table with the parent table using an outer or an inner join. See Overview of Table Joins Types.
                                                Inner Join
                                                Join Condition Menu Select the fields used to link the selected table with the parent table from this drop-down menu.

                                                Table Design Tab Filters and Variables Options

                                                Group/Button Description
                                                Edit The buttons in this group let you modify filter properties and the logical expression combining filters.
                                                Edit Click this button to open the Edit Filter window, from which you can edit the filter’s properties. See Overview of Report Filters.
                                                Logical Expression Click this button to open the Edit Logical Expression window, where you can modify the logical expression combining the report filters, level filters, or group filters. The type of filter you select determines which logical expression you can edit. See Edit a Logical Expression.
                                                Arrange The buttons in this group let you add, remove, and order filters and variables.
                                                Add Click this button to open the Add Filter or Add Variable window to add a new filter or variable. See Overview of Report Filters and Add Report Variables. The type of filter you select determines whether you add a report, level, or group filter.
                                                Delete Click this button to remove the selected item from the report.

                                                Move Up/Move Down

                                                Click these buttons to move the selected runtime selectable filter or variable up or down in the list of filters or variables on the data set view.

                                                Moving filters and variables can help you organize them for easier management when using the data set view. However, their positions do not change their placement on the Search window or the filters’ logical expression.

                                                Insert Before/ Insert After Click these buttons to open the Add Filter window to add a new filter or variable before or after the selected filter or variable.
                                                Filter/Variable Options The check boxes in this group let you modify options for the selected filter or variable.
                                                Display in Docked Filters Select this check box to display the selected variable or runtime selectable filter on the docked filters section of the report. See Add Variables or Run-Time Filters to Docked Filters.
                                                Display in Search Criteria Select this check box to include descriptions of the selected variable or filter in the search criteria description. See Search Criteria Descriptions.
                                                runtime Selectable Select this check box to make the selected filter available on the Search window when the report is run. See Create a Fixed or Run-Time Selectable Filter.
                                                Required Select this check box to make the selected runtime selectable filter required. Staff members must specify values for required filters when they run the report.
                                                  Report Designer Layout Tab

                                                  The Report designer’s Layout tab is available when you click a chart.

                                                  The buttons on this tab let you apply chart style options to individual charts in your report. This allows you to create a custom look for a chart without creating or modifying a chart style. This tab is identical to the Layout tab on the Chart Styles designer. See Chart Styles Explorer for information about options available on this tab.

                                                    Report Designer Format Tab

                                                    The report designer Format tab provides access to general display options, such as fonts, margins, borders, and width.

                                                    The report designer’s Format tab is available when you click a column, data exception, or chart. Some buttons on the tab vary depending on the type of item you select. For example, when working with a column, you can apply conditional formatting to flag data in the column that meets certain criteria.

                                                    Table Format Tab

                                                    Group/Button Description

                                                    Font

                                                    The buttons in this group let you change the font style, size, and color. You can also select font attributes, such as bold and italic, and change the text’s alignment. In addition, you can also add a background color.

                                                    This group does not display when editing a chart.

                                                    Margin

                                                    Click this button to select the width of the margins around the selected column. Options include None, Narrow, Medium, Wide, and Custom. Selecting Custom lets you specify the number of pixels for the top, bottom, left, and right margins.

                                                    This button displays when editing a column.

                                                    Border

                                                    The buttons in this group let you add borders to the column and change the borders’ display options. You can identify which borders you want and choose the borders’ color, size, and style.

                                                    This group does not display when editing a chart.

                                                    Display

                                                    The buttons in this group let you apply conditional formatting to the column, change the column’s width, freeze the column, and hide repeating values in the column. You can also select other display options for the column.

                                                    This group displays when editing a column.

                                                    Conditional Formatting Click this button to apply conditional formatting to the column’s data.
                                                    Width Click this button to select a width for the column. Select Best Fit to automatically set the width based on the amount of space needed to display the column’s contents. Best Fit also takes into account the width needed by other columns in the report. Select Percentage to specify a percentage of the total report width for the column.

                                                    Freeze Column

                                                    Click this button to fix the selected column in place so it does not move when you horizontally scroll the report. This can be helpful if you want to continue to view the first column in the report while scrolling the report to see the columns on the right of the report.

                                                    When you fix a column, all columns to the left of the column are also fixed. You can still scroll the columns to the right of the fixed column.

                                                    Hide Repeating

                                                    Click this button to hide consecutive repeating values in the column. For example, if the name of a staff member is shown in the column in five consecutive rows, you can hide repeating values to show the name in only the first column.

                                                    You can also hide repeating values on the Column Format window. This window has an option to exclude hidden repeating values from consideration in column calculations and column auto-filter options. When you hide repeating values from the ribbon, they are still included in column calculations and auto-filtering.

                                                    Options Click this button to select display options for the column.

                                                    Number

                                                    The options in this group let you display numeric values as a gauge and select numeric formats.

                                                    This group displays when selecting a column containing numeric values.

                                                    Date

                                                    The options in this group let you select a date format for the column and view the format.

                                                    This group displays when selecting a column containing date/time data.

                                                    Image

                                                    The options in this group let you configure the image used to indicate columns that meet data exception criteria. These options are also available when creating data exceptions. See Create a Data Exception.

                                                    This group displays when editing a data exception.

                                                    Current Selection

                                                    The options in this group let you select the area of the chart you want to edit and reset the style options.

                                                    This group displays when editing a chart.

                                                    Area Menu Select the area of the chart you want to edit from this drop-down menu. You can also select the area by clicking it on the chart on the design surface.
                                                    Reset to Match Style Click this button to reset customized display and formatting of the selected chart area to match the default settings specified in the chart style that is applied to the chart.

                                                    Format

                                                    The buttons in this group let you select border, background, and font characteristics for the selected chart area. These same options are available when creating chart styles. See Create or Edit a Chart Style.

                                                    This group displays when editing a chart.

                                                    Report Designer Options Tab

                                                    Use the report designer's Options tab to change how your custom report looks.

                                                    The Options tab is available when you click a report section, column, table, or other item. The tab displays options appropriate for the report item you have selected. The type of item you select is displayed above the Options tab. For example, after selecting a report section you could edit the section’s margins, borders, fill colors, and layout options from the tab.

                                                    Table Options Tab

                                                    Group/Button Description
                                                    Margin Click this button to select the width of the margins around the item. Options include None, Narrow, Medium, and Custom. Selecting Custom lets you specify the number of pixels for the top, bottom, left, and right margins.
                                                    Border The buttons in this group let you add borders to the selected item and change the borders’ display options. You can identify which borders you want and choose the borders’ color, size, and style.
                                                    Fill The buttons in this group let you add a background color to the selected item. You can select the background color and add a gradient color to blend into the primary color. You can also choose how intense the colors should be with the Transparency setting.

                                                    Layout

                                                    The buttons in this group let you define how the content of the selected report section should be arranged and how the height of the section should be managed. See Edit Section Styles.

                                                    This group is not shown when a column is selected.

                                                    Manual Click this button to manually size the report section and manually position text fields and images you add to the section. When a section is configured with manual layout, you control the placement of items on the section and the section’s height.
                                                    Automatic Click this button to automatically size the report section and automatically position text fields and images you add to the section. When a section is configured with automatic layout, you do not need to specify the placement of items on the section or the section’s height.

                                                    Layouts

                                                    Click the down arrow on this button to select a layout for the chart section. See Add Charts Using Chart Layouts.

                                                    This button is shown when a chart is selected on the report.

                                                    Auto Height If Automatic layout is selected, you can click this button to prevent the height of the section from being automatically set.
                                                    Table Layout If Automatic layout is selected, you can click this button to configure the layout of the table that underlies each report section. For example, you can specify that all columns in the table have the same width, giving any images or text fields in those columns the same amount of horizontal space. See Change Table Layout Options.

                                                    Add Text Field

                                                    Click this button to add a new text field to the report.

                                                    This button is shown when a text field, image, or report section is selected on the report.

                                                    Add Chart

                                                    Click this button to add a new chart to the report.

                                                    This button is shown when a chart is selected on the report.

                                                    Add Column

                                                    Click this button to add a new output column to the report.

                                                    This button is shown when a column is selected on the report.

                                                      Report Design Surface

                                                      The design surface displays all of the sections you add to your custom report from the report designer ribbon.

                                                      Only report sections displayed on the design surface are included in a report when it runs. After you add a section to the design surface, you can add, edit, and remove content in the section or modify the display of the section itself. For example, you can drag database fields to the data area, insert charts into the Charts section, and edit the report’s title in the report header. When working on the report designer, you can add rulers, lines, and headings to help you identify sections and fields shown on the design surface. These options are accessed from the Show/Hide group on the ribbon’s Display tab.

                                                        Data Dictionary

                                                        You can use the data dictionary to access all the tables in the database and view details about each tables’ columns.

                                                        The data dictionary is shown on the report designer when you use the design or data set views, and lists the standard tables and fields from the database that can be used in custom reports. Functions, variables, computed fields, and tables created for custom objects can also be selected from the data dictionary. Any item listed in the data dictionary can be dragged to the Data Area section to add the field as an output column, dragged to Docked Filters to create a filter based off the field, or dragged to the Data Exceptions section to create an exception based on the field.

                                                        You can view detailed information about the tables and fields shown in the data dictionary and customize the data dictionary to show only the fields and tables you regularly use. You can also reposition the data dictionary if you want a different location for it.

                                                          View Database Information on the Report Designer

                                                          Before you add database fields to a report from the data dictionary, you may need to view information about the field’s contents.

                                                          When you create or edit a report, the data dictionary shown on the report designer gives you access to information about the tables and fields in the database.
                                                          Tip: If you want access to the data dictionary without opening the report designer, you can also open it from Configuration > Database > Data Dictionary.
                                                          1. Open a report on the report designer.

                                                          2. To view a brief description of a table or field, hover over the name of the object in the data dictionary.

                                                          3. To view a detailed description of a table or field, right-click the name of the object in the data dictionary and select View Data Definition.

                                                          4. To view the entire data dictionary that describes all the standard tables and fields in the database, right-click any table name and select View Full Data Dictionary.

                                                            The data dictionary opens in a separate window.
                                                            Customize the Data Dictionary

                                                            You can hide available tables and fields in the data dictionary that you do not use in your reports.

                                                            This is helpful if you use only certain tables and fields in your reports and want to simplify the data dictionary to make it easier to select the tables and fields you use.

                                                            Note: Tables and fields created for custom objects can be viewed only in the All Tables list in the report designer’s data dictionary. This prevents customizing the data dictionary to display only custom object tables. See Overview of Custom Objects.
                                                            1. Click Customize at the top of the data dictionary.

                                                              The Customize Data Dictionary window opens.
                                                            2. Expand the modules, tables, and fields that you want to see.

                                                            3. Clear the check boxes for those tables, fields, or modules, such as Feedback or Sales, that you do not want to see in the data dictionary.

                                                            4. To group the database tables by the module they are most frequently used with, select the Show Modules check box.

                                                            5. To sort the lists of tables displayed in the data dictionary by their database names instead of the tables’ aliases, select the Sort by System Name check box.

                                                            6. Click OK to save your customizations to the data dictionary.

                                                              Move the Data Dictionary

                                                              By default, the data dictionary is located at the bottom of the report or dashboard designer, but you can reposition it on the content pane.

                                                              The following procedure is the same as that used to move the report explorer on the dashboard designer.
                                                              1. Click the data dictionary’s title bar and drag it.

                                                                When you drag the data dictionary, positioning images appear. Hovering over the various images highlights portions of the report designer.
                                                              2. Drop the data dictionary when the section where you want it is highlighted.

                                                              The designer displays the data dictionary in the new location.

                                                              Since the location of the data dictionary is stored in your personal settings, it remains where you placed it until you move it again.

                                                              Report Elements

                                                              Every report consists of items added to the report and configured using the ribbon, design surface, and data dictionary.

                                                              Reports can have one or more output levels that contain report sections, and each section can contain text fields, images, charts, and output columns. The data shown in charts and output columns in each output level is impacted by the filters, variables, and comparison date offsets you add to the report.
                                                              • Output levels—Each report has at least one output level, and each output level contains one or more report sections and can have unique filters, variables, and comparison date offsets. If your report has drill-down levels, a separate output level is added for each drill-down level. The output level you’re currently viewing on the design surface is shown in the Level drop-down menu at the top of the design surface. If your report has multiple output levels, you select the level you want to view from the drop-down menu. See Drilling Down in Reports and Adding Additional Output Levels.

                                                              • Output columns—The output columns you add to the report levels’ data sections determine the information your staff members can see about the records returned in the report. There are different types of output columns, including database fields, functions, and computed fields. You can apply formatting to the columns in your report and also add calculations to tally data shown in each column. Columns can be added from the Column Definition window or by dragging fields from the data dictionary. See Managing Output Columns.

                                                              • Charts—Charts offer a graphical display of the data returned in your report. You can add multiple charts to the charts report section in each output level. Different types of charts are available so you can present the data in different ways, and you can modify the display for each chart, selecting different colors, fonts, scales, and other attributes. See Adding and Editing Charts.

                                                              • Text fields and images—You can add text fields and images to your report to enhance the report’s appearance and to clarify the report’s purpose. See Add an Image to a Report Section.

                                                              • Data exceptions—Data exceptions let you highlight data displayed in charts and output columns that meet certain requirements. Each output level can have multiple exceptions to highlight data for different reasons. For example, in an incidents report, you could display unresolved incidents in red text and overdue incidents in bold text. The exceptions’ criteria and percentage of data meeting or not meeting the exceptions can be shown in the report level’s charts and exceptions report section. See Create a Data Exception.
                                                                Tip: If you want to highlight data in a single column, you can apply conditional formatting to the column instead of using data exceptions. See Editing Column Format Options.
                                                              • Report sections—Report sections store the content you add to the output level, such as docked filters, headers, footers, descriptions, charts, tabular data, and data exceptions. See Report Sections.

                                                              • Search parameters—You can add search parameters to your report to define the data shown in the report’s columns, charts, and exceptions. See Search Parameters.

                                                                Report Sections

                                                                Report sections store the content you add to the output level, such as docked filters, headers, footers, descriptions, charts, tabular data, and data exceptions.

                                                                Some sections are designed to contain text fields, such as the report’s title, and others are designed to display non-tabular data, such as charts. The sections you should include in each output level are primarily determined by the report’s audience and the output level’s purpose. For example, a custom report that only you will use may not need a report header, report footer, or similar report sections that clarify the report’s purpose and make it more presentable. However, these report sections are useful if the report will be sent to other staff members. If a section is added to the design surface, but has no content, the section does not display when the report is run.

                                                                Note: When creating a report, you can select a layout to have the appropriate report sections automatically included in the report. See Display Data Using Record or Tabular Layouts.

                                                                Table Report Sections

                                                                Report Section Description

                                                                Docked Filters

                                                                This section is used to display runtime selectable filters at the top of the report for easy changes to the report’s search parameters.

                                                                This section can be added to or removed from the design surface by selecting or clearing the Docked Filters check box on the ribbon’s Display tab.

                                                                Page Header

                                                                This report section is displayed only on printed reports. By default, this section contains the Current Date text field, which is a variable that outputs the date when the report is run.

                                                                This section can be added to or removed from the design surface by selecting or clearing the Page Header check box on the ribbon’s Page Setup tab.

                                                                Report Header

                                                                This section contains text fields that display at the top of each page of the report. By default, this section contains the Title and Sub Title text fields.

                                                                This section can be added to or removed from the design surface by selecting or clearing the Report Header check box on the ribbon’s Display tab.

                                                                Output Descriptions

                                                                This section contains text that you can modify to provide general information about the report. Output descriptions can display inline, as text on a separate tab, or by rolling over the columns in the report. See Display Output Descriptions.

                                                                This section is shown on the design surface by selecting Display Descriptions Inline from the Output Descriptions button on the ribbon’s Display tab.

                                                                Search Criteria Descriptions

                                                                This section contains text explaining the filters that are added to the report. Search criteria descriptions can be displayed inline or as text on a separate tab in the report. See Search Criteria Descriptions.

                                                                This section is shown on the design surface by selecting Display Search Criteria Inline from the Search Criteria button on the ribbon’s Display tab.

                                                                Charts

                                                                This section contains charts that you insert into the report. Charts provide a graphic representation of data and are most useful for quickly comparing groups of data.

                                                                This section can be added to or removed from the design surface by selecting or clearing the Charts check box on the ribbon’s Display tab.

                                                                Data Area

                                                                This section contains database fields you add to the report, which outputs tabular data. This report section is used in almost all reports, as it provides text with specific details about specific records or specific numbers summarizing groups of records.

                                                                This section can be removed from the design surface by selecting Do Not Display Data from the Data button on the ribbon’s Display tab.

                                                                Report Footer

                                                                The report footer is similar to the report header, though the text fields in the footer display on the bottom of each page of the report. By default, the report footer contains the Record Count text field. This is a variable which displays the number of records returned on the page.

                                                                This section can be added to or removed from the design surface by selecting or clearing the Report Footer check box on the ribbon’s Display tab.

                                                                Data Exceptions

                                                                This section contains information summarizing the data exceptions that are indicated in the data area. Data exceptions are used to highlight specific information in the report that meets certain criteria you define.

                                                                This section can be added to or removed from the design surface by selecting or clearing the Exceptions check box on the ribbon’s Display tab.

                                                                Page Footer

                                                                The page footer is similar to the page header section. The text fields added to this section display at the bottom of printed reports. By default, this section contains the page number text field. This is a variable which outputs the current page number and the total number of pages in the report.

                                                                This section can be added to or removed from the design surface by selecting or clearing the Page Footer check box on the ribbon’s Page Setup tab.

                                                                  Search Parameters

                                                                  You can add search parameters to your report to define the data shown in the report’s columns, charts, and exceptions.

                                                                  Search parameters include filters, variables, and comparison date offsets. These are shown on the report’s Search window when staff members run the report, allowing them to modify the data that is returned, or you can hide filters so their values cannot be changed by staff members.

                                                                  Table Search Parameters

                                                                  Parameter Description
                                                                  Filters Filters limit the data returned in your report by selecting a subset of information from the database. Different types of filters are available, and each serves a different purpose.
                                                                  Report Filters Report filters limit the data accessible to any of the report’s output levels and can be fixed or runtime selectable. Fixed filters cannot be changed when the report is run, but runtime selectable filters can be changed by staff members. runtime selectable filters can also be required if you want to force staff members to select filter values. See Create a Fixed or Run-Time Selectable Filter.
                                                                  Level Filters Level filters are similar to report filters and can be fixed or runtime selectable. However, unlike report filters, level filters limit the data accessible at individual output levels rather than the entire report. See Create a Level Filter.
                                                                  Group Filters Group filters can be fixed or runtime selectable and are applied to data that is grouped to prevent information about certain groups from being returned. For example, a report that shows the number of unresolved incidents for each staff member could have a group filter to display information only for staff members with more than ten unresolved incidents. See Create a Group Filter.
                                                                  Variables Variables can be used to return different data, or the same data in different formats, in one column. For example, you could create a single report that displays the number of incidents by staff member, group, queue, or status. You select the information you want when you run the report. See Variables.
                                                                  Comparison Date Offset Staff members can select comparison date offsets when they run a report with comparison columns. Comparison columns are used to display related information from different time periods. For example, comparison columns can be used to see how many opportunities were created in two different quarters. See Add a Comparison Percentage Column to a Report and Add a Comparison Value Column to a Report.

                                                                    Apply a Layout to an Output Level

                                                                    You can apply a predefined layout to quickly modify the report’s display to make it appropriate for the report’s audience.

                                                                    For example, the Grid layout can be applied to operational reports that are used by staff members who work with incidents, contacts, or other types of records. This layout is ideal for such reports since it does not include titles, headers, or other report sections that are not needed when working with records. If your report is to be emailed or printed, you could use the Standard Report layout, which includes titles, headers, and other report sections that help explain the report’s context and purpose. The other layouts available are Standard Report with Chart and Chart Report.

                                                                    Layouts can be selected on the Getting Started window when creating reports or from the report designer’s ribbon. Layouts selected from the Getting Started window are applied to all the output levels added to the report, and layouts selected from the ribbon are applied to individual output levels. See Open the Report Designer for more information about adding layouts from the Getting Started window.

                                                                    1. If your report includes more than one output level, select the output level the layout should be applied to from the Level drop-down menu at the top of the design surface.

                                                                    2. Click the Home tab.

                                                                    3. Click Report Layouts to open the report layouts menu.

                                                                    4. Click one of the layouts to apply it to the current output level.

                                                                      Table Report Layout Options

                                                                      Layout Description

                                                                      Grid Report

                                                                      Select this layout for an output level with the Docked Filters, Page Header, Data Area, and Page Footer report sections.

                                                                      Standard Report

                                                                      Select this layout for an output level with the Docked Filters, Page Header, Report Header, Data Area, Report Footer, and Page Footer report sections.

                                                                      Standard Report with Chart

                                                                      Select this layout for an output level with the Docked Filters, Page Header, Report Header, Charts, Data Area, and Page Footer report sections.

                                                                      Chart

                                                                      Select this layout for an output level with the Page Header, Charts, and Page Footer report sections. This layout is not available on the Getting Started window.

                                                                      When a report output level includes a chart but not tabular data, you can add data for the chart directly from the Chart Wizard. See Add or Edit a Chart with the Chart Wizard.

                                                                    Display and Hide Report Sections on the Design Surface

                                                                    You can choose which sections are displayed on a report.

                                                                    While layouts automatically add certain report sections to the design surface, you may want to customize the sections displayed after the layout is applied. Manually adding report sections to the design surface is simple using the ribbon. You can add different sections to each output level in a report. For example, the primary output level in your report might include a header and chart, and the other output levels in the report might include only the data area section.

                                                                    1. If your report includes more than one output level, select the level you want from the Level drop-down menu at the top of the design surface.

                                                                    2. Click the Display tab.

                                                                    3. Select the check box next to the section you want to display from the tab’s Section group.

                                                                      The design surface changes to include the report section you select.
                                                                    4. To display the Page Header or Page Footer section when the report is printed, click the Page Setup tab and select the Page Header or Page Footer check box on the tab’s Print group.

                                                                    5. To remove a report section from the design surface, clear the section’s check box.

                                                                      The design surface changes to remove the report section.

                                                                    Resize Report Sections

                                                                    You can resize a report section to allow more room for images or text fields, or to reduce the size of the section to allow more room for other sections.

                                                                    1. Move your cursor over the section border that you want to move on the design surface.

                                                                      The cursor changes to display directional arrows when it is over a border.
                                                                    2. Drag the border to the position you want.

                                                                    Edit Section Styles

                                                                    Sections that are included in a report can be customized, allowing you to further tailor your report to your audience.

                                                                    The available style options for each section vary. You can change the fill colors and borders of all the sections, and you can also change the margins in the output descriptions, search criteria descriptions, data area, and data exceptions sections.

                                                                    Section styles can also be changed by applying report styles with the Auto Format feature. If the style selected using auto format is applied after you manually modify a section style, your edits to the section style are overwritten. Editing a section style after an auto-format style is applied overwrites the auto-format style. See Apply a Style to a Report for more information about the Auto Format feature.

                                                                    Tip: The following procedure describes editing section styles from the Edit Style window. However, you can also adjust style options by selecting the report section and using the buttons on the ribbon’s Options tab.
                                                                    1. Right-click the section on the design surface that you want to edit and select Edit Style.

                                                                      Note: The Edit Style window for some report sections includes an Options tab that allows you to set layout options.
                                                                    2. Click the Margins tab to modify the amount of space surrounding the contents in the section.

                                                                    3. Enter the number of pixels between the text and the left, right, top, and bottom margins.

                                                                    4. If you’re editing a style for a report section, such as the report header, enter the number of pixels you want between the section’s content in the Spacing field.

                                                                    5. Click the Fill tab to modify the background fill colors for the selected section.

                                                                      When editing styles for report sections that do not have margins, the Fill tab is the active tab when you edit the style.
                                                                    6. Enter field information.

                                                                      Table Fill Tab

                                                                      Field Description

                                                                      Color/Top Color/Left Color

                                                                      The text description for this option varies depending on the gradient mode you select. Click this box to select a primary color as the background. See Change Colors.

                                                                      No Fill

                                                                      Select this check box to clear any fill colors previously selected. If this box is selected, the other options on the Fill window are disabled except for the Color option. Selecting a color automatically clears the No Fill check box and enables the other options.

                                                                      Gradient Mode

                                                                      Select the positioning of the primary and secondary colors for the background from the Gradient Mode drop-down menu. Using gradient coloring lets you merge two colors. The following options are available.

                                                                      None—Select this option to use only the primary color as the fill color. If you select None, the Gradient Color field is disabled.

                                                                      Top to Bottom—Select this option to merge the colors from the top of the background to the bottom.

                                                                      Left to Right—Select this option to merge the colors from the left of the background to the right.

                                                                      Gradient Color/Bottom Color/Right Color

                                                                      The text description for this option varies depending on the gradient mode you select. Click this box to select a secondary color to merge with the primary color. When you do so, the fill colors merge using the method defined in the Gradient Mode menu. See Change Colors.

                                                                      Transparency(%)

                                                                      Select a percentage to define how intense the fill colors are. A setting of 100% is completely transparent, which prevents the fill colors from displaying. A setting of 0% has no transparency, resulting in intense background colors. The selected percentage is immediately reflected in the Preview field, so you can scroll through the transparency percentages to find a value that best suits your needs.

                                                                      Preview

                                                                      This area provides a sample of how the fill colors you select will appear on the report background.

                                                                    7. Click the Borders tab to modify the borders of a report section.

                                                                      1. Enter field information.

                                                                        Table Borders Tab

                                                                        Field Description

                                                                        Color

                                                                        Click this box to select a color for the border. See Change Colors.

                                                                        Style

                                                                        Click this drop-down menu to select a border styles. Options include Solid, Dashed, Dotted, Inset, Outset, Double, Groove, Ridge, Rounded, or Separator. The separator option lets you add empty space around the report section.

                                                                        Weight

                                                                        Click this drop-down menu to select the pixel size of the border. You can choose a number between 1 and 10 pixels.

                                                                        Preview

                                                                        This area defines the placement of the borders you define. Select any of the options to place the borders, or click the area in the Preview white space where you want the border.

                                                                        Border buttons

                                                                        Click a button showing a border to add or remove the selected border attributes from the top, bottom, left, or right sides of the component. Alternatively, you can click the appropriate location in the Preview area to add or remove borders.

                                                                    8. Click OK to save the section’s style changes.

                                                                    Enable Automatic Layout of a Report Section

                                                                    Applying an automatic layout to a report section lets you quickly arrange the section’s contents for better viewing.

                                                                    When applying an automatic layout, the report section’s charts, images, and text fields are placed in an invisible table structure, with the items placed in rows and columns. You can adjust the sizing of the rows and columns to arrange the images and text fields exactly like you want them.
                                                                    1. Add the report section you want to the report output level.

                                                                    2. To add the report header or footer sections, click the Display tab and select the Report Header or Report Footer check box.

                                                                    3. To add the page header or footer sections, click the Page Setup tab and select the Page Header or Page Footer check box.

                                                                    4. Click the report section on the design surface to select it.

                                                                    5. Click the Options tab and click Automatic.

                                                                    6. To prevent the section’s height from being automatically adjusted to fit the items you add to the section, click Auto Height.

                                                                      Tip: When Auto Height is disabled, you can manually change the height of the section by dragging the section’s horizontal borders up or down, just as you would if the section had a manual layout.

                                                                    Change Table Layout Options

                                                                    Section layout properties determine how the charts, images, and text fields you add are positioned on the section.

                                                                    A manual layout lets you manually position items you add. If the section has an automatic layout, the item is positioned automatically, and the section’s height is adjusted to best fit the item. You can also set table layout options to change how the items in the section are sized. By default, report sections have manual layout enabled.
                                                                    1. Add images and text fields to the report section.

                                                                    2. Click the report section on the design surface and then click the Options tab.

                                                                    3. If the section has a manual layout, click Automatic to change to an automatic layout.

                                                                    4. Click Table Layout.

                                                                    5. To give each column in the section’s table the same amount of width, select Size All Columns Equally.

                                                                    6. To give each row in the section’s table the same amount of height, select Size All Rows Equally.

                                                                    7. To size each column to best show the column’s contents, select Auto Size All Columns.

                                                                    8. To size each row to best show the row’s contents, select Auto Size All Rows.

                                                                    9. To manually configure the table’s layout, select More Options.

                                                                    10. Enter field information.

                                                                      Table Edit Table Layout Properties Window

                                                                      Field Description

                                                                      Show

                                                                      Click this drop-down menu and then select whether you want to configure rows or columns.

                                                                      Size Type

                                                                      Specify how the size of the report section is determined in this section.

                                                                      Absolute

                                                                      Select this option to specify a certain size for the selected row or column in pixels.

                                                                      Percentage

                                                                      Select this option to specify a certain percentage of the total available space in the section to allocate to the selected row or column.

                                                                      Best Fit

                                                                      Select this option to have the size of the selected row or column automatically adjusted to best fit the row’s or column’s contents.

                                                                    11. Click OK to save your changes.

                                                                    Add an Image to a Report Section

                                                                    When presenting a report, you may want the report to include images, such as a logo, to enhance the report’s appearance or to customize it for your audience.

                                                                    You can add images you have created in the Images explorer to the Page Header, Report Header, Report Footer, and Page Footer sections. Images can act as backgrounds or header images in these sections. You can also use images as links to open URLs that you specify. See Images Explorer.

                                                                    1. Click Analytics on the navigation pane.

                                                                    2. Double-click Reports Explorer.

                                                                    3. Right-click the report you want to add the image to and select Edit.

                                                                    4. Click the Insert tab on the report designer’s ribbon.

                                                                    5. Click Image to open the list of images available in the Images explorer.

                                                                    6. Click the image you want to add.

                                                                      The images list closes.
                                                                    7. Hover over the report section where you want to add the image.

                                                                      The image name displays when the cursor is over a section that can accept an image.
                                                                    8. Click to place the image in the report section you select.

                                                                    9. To move an image you have added to a report section, drag the image to the position where you want to place it in the section.

                                                                      Note: To move an image from one report section to another, both sections must have Automatic layout enabled. See Enable Automatic Layout of a Report Section.
                                                                    10. To resize an image you have added to a report section, click the image to activate it, and then drag one of the handles displayed on the image’s borders. The image is resized as you drag the handle.

                                                                    11. To define how the image should move in relation to the report section’s border, you can specify an anchor style for the image. See Specify an Anchor Style for an Image.

                                                                    Use a Filter or Variable in the URL Field

                                                                    You can associate a filter or variable you create in a report to open a different web page depending on the value selected for the filter or variable.

                                                                    When you view a report and click an image that is configured as a link, the web page the URL points to opens on the workstation’s default browser.
                                                                    1. Click Analytics on the navigation pane.

                                                                    2. Double-click Reports Explorer.

                                                                    3. Right-click the report you want to add the image to and select Edit.

                                                                    4. Add an image to the report.

                                                                    5. Create the filter or variable you will use to populate the image’s URL field.

                                                                      For example, you could create a variable named $webpages with a User Defined List type and add menu values such as www.google.com and www.yahoo.com. See Overview of Report Filters or Variables.
                                                                    6. Right-click the image on the report designer and select Edit Image Field. The Edit Image Field window opens.

                                                                    7. Enter the name of the filter or variable you created in the URL field. Surround the name in brackets.

                                                                      For example, if the variable’s name is $webpages, enter {$webpages} in the URL field. (Filter names do not begin with the dollar sign.)
                                                                    8. Click OK to save the change and close the window.

                                                                    9. Click Save on the ribbon to save the change to the report.

                                                                    After you open the report, click the report’s Search button and enter the URL you want in the filter or variable you created. When you click the image, the web page you selected opens in your workstation’s default browser.

                                                                    Associate a URL with an Image

                                                                    You can associate URLs with images to use the images as links.

                                                                    When you view a report and click an image that is configured as a link, the web page the URL points to opens on the workstation’s default browser.
                                                                    1. Click Analytics on the navigation pane.

                                                                    2. Double-click Reports Explorer.

                                                                    3. Right-click the report you want to add the image to and select Edit.

                                                                    4. Add an image to the report. See Add an Image to a Report Section.

                                                                    5. Right-click the image and select Edit Image Field.

                                                                      The Edit Image Field window opens.
                                                                    6. Enter the URL you want the image to link to in the URL field.

                                                                    7. Click OK to save the change and close the window.

                                                                    8. Click Save on the ribbon to save the change to the report and close the report designer.

                                                                    When you run the report and click the image, the web page the image links to opens in a web browser.

                                                                    Add a Text Field to a Header or Footer

                                                                    You can add text to a report’s header and footer sections. This can be custom text you have created, or standard text that you can modify when editing the report.

                                                                    Custom text fields, created in the Text Fields explorer, and standard text fields, such as Title, can be added to the Page Header, Report Header, Report Footer, and Page Footer report sections.

                                                                    You can also insert values from a report’s filters and variables into the text fields on the report. See Create a Text Field for information about creating and editing custom text fields in the Text Fields explorer.

                                                                    1. Click Analytics on the navigation pane.

                                                                    2. Double-click Reports Explorer.

                                                                    3. Right-click the report you want to add the text field to and select Edit.

                                                                    4. Click the Insert tab on the report designer’s ribbon.

                                                                    5. Click Text Field to open the list of text fields.

                                                                      The window displays standard text fields, such as Title, and custom text fields you can add using the Text Fields explorer. The text fields’ default fonts, colors, and other attributes are reflected in the display.
                                                                    6. Click the text field you want to add to the report.

                                                                      The text fields list closes, and the cursor displays with a small version of the text field when you hover over report sections that accept text fields.
                                                                    7. Click the report section where you want to add the text field.

                                                                      The text field is added to your report.
                                                                    8. To move the text field, drag it to the position you want.

                                                                      To move a text field from one report section to another, both sections must have Automatic layout enabled. See Enable Automatic Layout of a Report Section.

                                                                    9. To resize a text field in a report section, click the text field to activate it and then drag one of the handles displayed on the text field’s borders.

                                                                      The text field is resized as you drag the handle.
                                                                    10. Click Save on the ribbon to save the change to the report.

                                                                    Edit a Text Field in a Report

                                                                    After adding a text field to a report section, you can edit it to change the fonts, colors, text, and other attributes.

                                                                    You can have one generic text field that can be added to several reports, which can then be modified in each report.

                                                                    Note: Certain standard text fields, such as Record Count or Rows per Page, include values that are dynamically updated when the report is run. You can edit these fields, but you cannot edit their dynamic value placeholders.
                                                                    1. Right-click the text field in the report section on the design surface and select Edit Text Field.

                                                                      Tip: If you know the specific options you want, it can be faster to select them from the ribbon. Opening the window gives you an overview of all the available options.
                                                                      The Edit Text Field window opens.
                                                                    2. Edit the text field on the Edit Text Field window.

                                                                    3. Click OK.

                                                                    Display a Filter Value in a Text Field

                                                                    You can insert the values currently selected in a report’s filters and variables into text fields on the report. For example, a text field can display the value selected in a filter that filters on the staff member assigned to a group of incidents.

                                                                    The following procedure describes how to use a value from a filter in a text field, but a similar process is used to display the value from a variable.
                                                                    1. Click Analytics on the navigation pane.

                                                                    2. Double-click Reports Explorer.

                                                                    3. Right-click the report you want to add the text field to and select Edit.

                                                                    4. Create a filter that includes the values you want to display in the text field.

                                                                      For example, you can add a filter to an incidents report that filters on the staff accounts that incidents are assigned to. See Overview of Report Filters.
                                                                    5. Add a text field to your report.

                                                                    6. Right-click the text field and select Edit Text Field.

                                                                      The Edit Text Field window opens.
                                                                    7. Enter the text you want to display in the Text field on the window’s Text tab. Enter the name of the filter with braces around it where you want the filter value to display in the field. {filter_name}

                                                                      For example, if the report has a filter named Assigned that filters on the staff member assigned to incidents, you can type Assigned to {Assigned} in the window’s Text field.

                                                                    8. Click OK to save the change and close the window.

                                                                    9. Click Save on the ribbon to save the change to the report.

                                                                    When the report runs, the text field will display the static text entered in the field along with the filter or variable value that is currently selected. For example, if the filter value is currently Tina Smith, the text field will read Assigned to Tina Smith.

                                                                    Specify an Anchor Style for an Image

                                                                    You can change the default anchor style of an image in a report so that it moves with the bottom or right side of the report section when the section’s borders are changed.

                                                                    By default, when a report section is resized, images and text fields in the section maintain the same distance between the top and left side of the report section.
                                                                    1. Right-click an image on the design surface and select Edit Image Field.

                                                                    2. Click the Anchor Style drop-down menu to display the anchor style options.

                                                                      The image’s current anchor style displays when you click the drop-down menu.
                                                                    3. To clear an anchor, click the gray bar indicating an active anchor.

                                                                    4. To add an anchor, click the appropriate clear bar.

                                                                      For example, to anchor an image to the bottom and right side of the report section, clear the gray bars at the top and left side, and click the clear bars at the bottom and right side of the anchor style selection control.
                                                                    5. Click OK to save the change to the anchor style and close the window.

                                                                    Specify an Anchor Style for a Text Field

                                                                    You can change the default anchor style of a text field in a report so that it moves with the bottom or right side of the report section when the section’s borders are changed.

                                                                    By default, when a report section is resized, images and text fields in the section maintain the same distance between the top and left side of the report section.
                                                                    1. Click a text field on the design surface to select it.

                                                                    2. Click Anchor on the Text Field tab to view anchor style options.

                                                                      The text field’s current anchor style displays. The gray bars that are displayed show you which sides of the report section the text field is anchored to.
                                                                    3. To clear an anchor, click the gray bar indicating an active anchor.

                                                                    4. To add an anchor, click the appropriate clear bar.

                                                                      For example, to anchor a text field to the bottom and right side of the report section, clear the gray bars at the top and left side, and click the clear bars at the bottom and right side of the anchor style selection control.

                                                                    Display Output Descriptions

                                                                    The Output Descriptions report section displays text you enter to describe output levels and columns in the output level.

                                                                    The output descriptions you add can be displayed inline, on a separate tab in the report, or when rolling over the columns in the report that have definitions defined. You can select the placement of the output descriptions from the ribbon.
                                                                    1. Click the Display tab.

                                                                    2. Click Output Descriptions and select the display option you want from the list.

                                                                      Table Output Descriptions Display Options

                                                                      Option Description

                                                                      Do Not Display Descriptions

                                                                      Select this option to remove output descriptions from the report.

                                                                      Display Descriptions on Column Rollover

                                                                      Select this option to show the output descriptions when rolling over the report columns that have definitions defined.

                                                                      Display Descriptions Inline

                                                                      Select this option to show the output descriptions in the output level, below the page header and report header sections.

                                                                      Display Descriptions on Separate Tab

                                                                      Select this option to show the output descriptions on a separate Description tab. The tab is automatically added to the report when you choose this option.

                                                                    Add Text to Output Descriptions

                                                                    You can add text to the output descriptions section of a report to help describe what the report output means.

                                                                    1. Open the report you want to edit.

                                                                    2. To add a description to an output level, select the output level you want from the Level drop-down menu at the top of the design surface.

                                                                      1. Click the Level tab, then click Edit to open the Level Settings window.

                                                                      2. Enter the text you want to describe the output level in the Description field.

                                                                      3. Click OK to save the output level’s description.

                                                                    3. To add an output description to a column, click the column on the design surface to select it.

                                                                      1. Click the Design tab.

                                                                      2. Click Edit to open the Column Definition window.

                                                                      3. Enter the text you want to describe the column in the Description field.

                                                                      4. Click OK to save the column description.

                                                                    Search Criteria Descriptions

                                                                    Search criteria descriptions provide additional information about the data displayed in a report.

                                                                    By default, the Search Criteria Descriptions report section includes information about the filters in your report, along with descriptions of the report’s variables, record limits, and comparison date offsets. However, you may not want to display descriptions of all report components, so you can specify which descriptions you want to display. Search criteria descriptions can be displayed inline or on a tab in the report. You select where to place the descriptions from the Search Criteria button on the ribbon’s Display tab.

                                                                    Display Search Criteria Descriptions on Reports

                                                                    You can choose whether or not you want to display search criteria descriptions on a report.

                                                                    1. Click the Display tab.

                                                                    2. Click Search Criteria and select the display option you want from the list.

                                                                      Table Search Criteria Descriptions Display Options

                                                                      Option Description

                                                                      Do Not Display Search Criteria

                                                                      Select this option to remove search criteria descriptions from the report.

                                                                      Display Search Criteria Inline

                                                                      Select this option to show the search criteria descriptions in the output level’s output, below the page header and report header text fields.

                                                                      Display Search Criteria on Separate Tab

                                                                      Select this option to show the search criteria descriptions on a separate Description tab.

                                                                    Hide Search Criteria Descriptions

                                                                    You can hide search criteria descriptions that you do not want to display in a report.

                                                                    1. Click the Search Criteria Descriptions tab or report section on the design surface.

                                                                    2. Click the Options tab.

                                                                    3. Click Search Criteria.

                                                                    4. Clear the check boxes next to the descriptions you do not want to display.

                                                                    5. Click OK.

                                                                    Managing Output Columns

                                                                    The output columns you add to a report display tabular information about your data.

                                                                    Output columns are added to the data area of each output level. After an output column is added to the output level, you can move the column, change the column headers, add notes to the column, change the column’s display, and add calculations to tally the values shown in the column. You can also create data exceptions to highlight data returned in the columns. For example, if you want to highlight all incidents in a report that are unresolved and overdue, you could create data exceptions to display these records in bold red text.

                                                                    Output columns can be fields from the database, functions, variables, or computed fields. All of these items can be added from the ribbon or by dragging the field from the data dictionary to the design surface.

                                                                      Using Database Fields

                                                                      Generally, most of the columns added to reports are fields from the database, which contain the data you see throughout Oracle Service Cloud.

                                                                      Fields from tables that are created for custom objects are also available (see Overview of Custom Objects). The database fields that can be used in reports are listed in the report designer’s data dictionary.

                                                                      Tip: To view descriptions of the tables and fields in the data dictionary, right-click the table or field and select View Data Definition. A new window opens with a description of the table or field.
                                                                      Adding Suffixes to Database Fields

                                                                      By adding a suffix to a database field, you can change the value that is returned in a report.

                                                                      When certain database fields are used in report columns, the output is automatically modified to display the data in an easily readable format. For example, the incidents.assgn_acct_id field stores the ID numbers of the agents who have incidents assigned to them. Since report users generally prefer to see agent names instead of ID numbers, the names are returned instead of the ID numbers.

                                                                      However, there are occasions when you may want the report to return the agents’ ID numbers instead of their names. In such cases, the suffix .id can be added to incidents.assgn_acct_id, changing the column’s expression to incidents.assgn_acct_id.id. This suffix prevents the name associated with the record from being returned automatically and forces the report to instead return the ID number from the database field.

                                                                      There are several suffixes that can be added to name lookup fields, such as incidents.assgn_acct_id, or currency fields, such as opportunities.mgr_value. Other types of database fields do not accept suffixes. Each suffix has a different purpose.

                                                                      Table Database Field Suffixes

                                                                      Suffix Description

                                                                      Name lookup field suffixes

                                                                      These suffixes can be used with database fields that trigger an automatic name lookup when used in reports.

                                                                      .id

                                                                      This suffix prevents Analytics from performing a name lookup and returns the ID number stored in the field. For example, answers.assgn_acct_id.id would return the account ID number of the staff member an answer is assigned to.

                                                                      .desc

                                                                      This suffix can be used only with name lookup fields that have a description field. The suffix returns the text from the field’s description rather than the field’s ID number or name. For example, incidents.prod_lvl1_id.desc would return the text description of the parent product an incident is associated with.

                                                                      .name

                                                                      This suffix returns the name that is associated with the database field. For example, answers.map_cat_lvl1_id.name would return the name of the parent category an answer is associated with.

                                                                      This suffix is rarely used since the name lookup is usually performed by default.

                                                                      Currency field suffixes

                                                                      These suffixes can be used with database fields that store currency values.

                                                                      .curr_id

                                                                      This suffix returns the type of currency the value was stored in, rather than the currency value. For example, opportunities.mgr_value.curr_id could return USD, GBP, or another currency type.

                                                                      .rate_id

                                                                      This suffix returns the exchange rate that is used to calculate the field’s currency value when returning the value in a different currency format. For example, opportunities.rep_value.rate_id could return 1.45000 or another exchange rate.

                                                                      .native

                                                                      This suffix returns the field’s value in its original currency instead of the currency determined by staff account or interface settings. For example, opportunities.mgr_value.native used in a report on a British interface would return the manager forecast value in USD if that value was originally entered on a U.S. interface.

                                                                      Variables

                                                                      You can create variables to use in report output columns, filters, images, text fields, and data exceptions.

                                                                      Using a variable in an output column lets you return different data, or data in different formats, in the same column. For example, you could create a single report that displays the number of incidents by staff member, group, queue, or status. You select which of the four variable values to use in the report from the Search window or from a menu at the top of the report if the variable is docked.

                                                                      Using a variable in a filter lets you combine the functionality of filters with the flexibility of variables. For example, you could create a variable that groups records together in time periods, and then create a filter with an expression of date_format(opportunities.created, $date_group), where $date_group is the variable to filter on opportunities created during a particular year. To use the filter, you would simply enter the year you want to report on. Without such a filter, the report would need to include a filter using the between operator that requires entering both a start time and an end time.

                                                                      Using a variable in a data exception lets you use a single exception to flag different data. This eliminates the need to create multiple exceptions to flag data in different columns. For example, you could use a variable in an exception to flag incidents that were created more than one day ago or to flag incidents that were updated more than one day ago. The information you want to flag is selected on the Search window when you run the report. See Create a Data Exception.

                                                                      Using a variable in an image lets you dynamically generate links to web pages and change the displayed image when you select different variable values. See Add an Image to a Report Section. Using a variable in a text field lets you display the variable’s current value in the text field. See Display a Filter Value in a Text Field.

                                                                        Add Report Variables

                                                                        Before you can use variables in report output columns, filters, or data exceptions, the variables first need to be created.

                                                                        There are several types of variables you can use, including predefined lists, user-defined lists, ad hoc values, and replacement values. Each of these serves a unique function.
                                                                        1. Click the Home tab.

                                                                        2. Click Add Variable.

                                                                          The Add Variable window opens.
                                                                        3. Enter a name for the variable in the Name field.

                                                                          Variable names are always preceded by the dollar sign.
                                                                          The options on the Add Variable window change depending on the variable type that is selected.
                                                                        4. Enter an optional prompt in the Prompt field.

                                                                          The Prompt field is not available when using a Replacement Value variable type, as this type is not displayed when running a report
                                                                          This text displays on the Search window when running the report. If this field is left empty, the variable’s name is displayed instead.
                                                                        5. Select the variable type from the Type drop-down menu.

                                                                          Table Variable Types

                                                                          Field Description
                                                                          Predefined List variables Select this type to use values from an existing menu or predefined list in the variable. When selecting this option, all menu fields from the tables used in the report are available, along with three predefined lists.
                                                                          • Group Date—This list contains date/time formats, such as Month, Week, and Day of Month.

                                                                          • Yes/No—This list contains Yes and No options.

                                                                          • Currency Formats—This list contains currency formats, such as USD and CAN, that are defined on your site.

                                                                          User Defined List

                                                                          Select this type to compile your own list of menu items to use for the variable. For example, if you wanted the variable to return either incidents’ statuses or assigned staff accounts, you could create a variable value for incidents.status and another for incidents.assgn_acct_id.

                                                                          When you select this type, you must select a data type for the variable. See step 7 in this procedure for a description of the available data types.

                                                                          Ad Hoc Value

                                                                          Select this type to allow staff members to enter their own value for the parameter at runtime, without having to select from a list. For example, an individual using the report types the exact expression or string to use as the variable value.

                                                                          When you select this type, you must select a data type for the variable. See step 7 in this procedure for a description of the available data types.

                                                                          Replacement Value Select this type to enter an expression that you want to use in several places in the report. The replacement value variable you create can be added to the report in any place you would otherwise need to enter the expression. This lets you use a short variable name rather than a lengthy expression.
                                                                        6. If using a predefined list variable type, select the list to use from the List Name drop-down menu.

                                                                        7. If using a user-defined list or ad hoc value variable type, select the data type to use from the Data Type drop-down menu.

                                                                          Table Variable Data Types

                                                                          Data Type Description

                                                                          String

                                                                          Select this option to add a variable that uses a string field.

                                                                          Integer

                                                                          Select this option to add a variable that uses an integer field.

                                                                          Float

                                                                          Select this option to add a variable that uses a numeric field that can contain decimal points.

                                                                          Date and Time

                                                                          Select this option to add a variable that uses a date and time field.

                                                                          Currency

                                                                          Select this option to add a variable that uses a currency field.

                                                                          Expression

                                                                          Select this option to add a variable that uses a database field (for example, incidents.status).

                                                                          This data type is not available for ad hoc values.

                                                                        8. If using a user-defined list variable type, create the list items you want to include.

                                                                          1. Click Add Item. The Edit Variable List Item window opens.

                                                                          2. Enter a name for the list item in the Name field.

                                                                          3. Enter a value for the list item in the Value field.

                                                                            The format of the Value field changes depending on the data type selected for the user-defined list. For example, the Value field for a Date and Time list item displays a calendar, whereas the Value field for an expression list item displays a text box and includes an Advanced option you can click to open the data dictionary to help you build the expression.
                                                                          4. Click OK to save the list item.

                                                                          5. Add the other list items you want to be able to select for the variable.

                                                                        9. If using a predefined list or user-defined list variable type, enter a default value for the variable in the Default field.

                                                                        10. If using an ad hoc value variable type, enter a default value for the variable in the Default field.

                                                                        11. Do one of the following:

                                                                          • If using a replacement variable type, enter the expression you want the variable to replace.
                                                                          • Click Use Data Dictionary to open the data dictionary to create the expression from database fields and functions.
                                                                        12. Click OK to save the variable.

                                                                        Using Variables in Columns

                                                                        You can use variables you have created in the output columns you add to a report.

                                                                        After you create a variable in a report, it is added to the variables list in the report designer’s data dictionary. You can then create output columns that use the variable in the same manner as you would any other output column, creating the column’s expression out of database fields, functions, computed fields, and variables listed in the data dictionary. In some cases, the variable will be the only item in the column’s expression. In other cases, the variable will be combined with functions or database fields to form the column’s expression.

                                                                        When a predefined list, user-defined list, or ad hoc value variable is included in a report’s output columns, a menu listing the variable’s options displays on the report’s Search window. The variable menu can also display at the top of the report in the docked filters section for easy access by individuals using the report.

                                                                        Computed Fields

                                                                        You can create computed fields and use them in your reports.

                                                                        Computed fields aren’t actual fields in the database, but are calculated from the columns in your output level. Before the output level has columns added, computed fields aren’t available. After you add columns to the output level, the data dictionary’s Computed Fields tree includes the columns you added. If you click a column in the tree, the available computed fields for that column appear in computed fields in the data dictionary. You can then drag the computed field you want to the design surface, just as you would with a standard database field.

                                                                        Tip: You can also add computed fields by clicking a column on the design surface to select it, clicking the Design tab, clicking the arrow on the Insert Column button, and selecting the computed field you want to add.

                                                                        Most database fields have only a comparison value computed field available. Additional calculations are available for integer fields, which store numbers. The moving average, moving total, percentage of average, percentage of total, running average, and running total columns are all available to use in output levels and in rollups, if rollups exist in the report. When computed fields are added to rollups, the values are reset at the beginning of each rollup section.

                                                                        The Comparison Value and Comparison Percentage Value computed fields are described in Add a Comparison Value Column to a Report. The Trend Value and Trend Percentage Value computed fields are described in Add a Trend Percentage Column to a Report and Add a Trend Value Column to a Report.

                                                                        Report Moving Average

                                                                        This column outputs a centered moving average.

                                                                        Centered averages calculate the average for a value in a column by averaging that value, along with a number of values in the column prior to and preceding that value. For example, if a report outputs the number of incidents per month, a centered average for March that uses three data points would use the number of incidents from February, March, and April to derive the average.

                                                                        Tip: Moving averages work best using odd numbers of data points, but can use an even number, though the internal calculation to derive the value will differ somewhat.

                                                                        For an odd number of data points, the centered average at i for a given data point, di, and number of data points, N, is:

                                                                        (di-(N-1)/2 + di-(N-1)/2 +1 + ...di + ...di + (N-1)/2 -1 + di + (N-1)/2)/N.

                                                                        For an even number of data points, the centered average at i for a given data point, di, and number of data points, N, is:

                                                                        (di-N/2 + 2*di-N/2 +1 + ...2*di + ...2*di + N/2 -1 + di + N/2)/2N.

                                                                        When you add a report moving average column to a report, the calculation automatically uses three data points. However, the number of data points can be changed. See Change the Number of Data Points.

                                                                        Report Moving Total

                                                                        A report moving total column outputs a running total of the values in the specified column.

                                                                        The totals are calculated for the current row, and a number of preceding rows determined by the number of data points you select. By default, the report moving total calculation uses three data points. For example, if you had a column with four rows, with values of 10, 20, 30, and 40, respectively, and used three data points, the corresponding values in the report moving total column would be NULL, NULL, 60, and 90.

                                                                        Change the Number of Data Points

                                                                        The report moving average and report moving total computed fields use data points in their calculations. The method to select the number of data points to use is identical for either computed field.

                                                                        1. Add a report moving average or report moving total column to the output level.

                                                                        2. Right-click the column on the design surface and select Edit Moving Calculations Options.

                                                                        3. Enter the number of data points you want to use in the calculation.

                                                                        4. Click OK to save the number of data points used for the moving calculation.

                                                                          Tip: You can also change the number of data points by selecting the moving calculations column, clicking the Design tab, and entering the number of data points in the Number of Data Points drop-down menu.
                                                                        Report Percentage of Average

                                                                        A report percentage of average column calculates the average of the values in the specified column, and then returns the percentage of that total of the value in the current row.

                                                                        For example, if you had a column with three rows whose values were 10, 20, and 30, the average of the values in the column would be 20. The values returned in the report percentage of average column would be derived by dividing the value in each row by the average value of the column, and multiplying the result by 100. In this example, the values returned would be 50%, 100%, and 150%, respectively.

                                                                        Report Percentage of Total

                                                                        A report percentage of total column calculates the total of the values in the specified column, and then returns the percentage of that total of the value in the current row.

                                                                        For example, if you had a column with three rows whose values were 10, 20, and 30, the total of the values in the column would be 60. The values returned in the report percentage of total column would be derived by dividing the value in each row by the total value of the column, and multiplying the result by 100. In this example, the values returned would be 16.6%, 33.3%, and 50%, respectively.

                                                                        Report Running Average

                                                                        A report running average column averages the values in a specified column for all the column’s rows, up to and including the value in the current row.

                                                                        For example, if you had a column with three rows, with values of 10, 20, and 30, respectively, the corresponding values in the report running average column would be 10, 15, and 20.

                                                                        Report Running Total

                                                                        A report running total column totals the values in a specified column for all the column’s rows, up to and including the value in the current row.

                                                                        For example, if you had a column with three rows, with values of 10, 20, and 30, respectively, the corresponding values in the report running total column would be 10, 30, and 60.

                                                                        Functions

                                                                        Functions allow you to apply standard mathematical functions to the data from your database, and output the modified data in report columns.

                                                                        For example, using the count() function, you can output the number of contacts associated with an organization. The column’s expression in this example would be count(contacts.c_id). Expressions that use more complex functions allow more complex modifications to the data that is displayed. You can also combine different functions and database fields in the same column’s expression.
                                                                        Note: There is a limit of 3,500 characters in the column expression field. You can use replacement variables to create expressions that require more characters. See Add Report Variables.

                                                                        When you drag a function from the data dictionary to the design surface, the Column Definition window opens. This lets you enter the variables used in the function’s expression. You can either enter the variables in the Expression field or, if the variable is an item listed in the Available Columns/Functions field, you can drag the item into the function’s expression.

                                                                        Table Functions

                                                                        Function Description

                                                                        Aggregate Functions

                                                                        Select from the following to use an aggregate function in the expression.

                                                                        Aggregate functions can be used only when defining output.

                                                                        avg(expr)

                                                                        This function computes an average value for the data set expr.

                                                                        count(expr)

                                                                        This function returns the number of rows included in the data set expr.

                                                                        first(expr, sort column1[, sort column2][,...])

                                                                        This function returns the first value of data set expr based on the order of the specified sort columns. For example, the expression first(threads.note, threads.entered, threads.seq) returns the first thread note in the data set based on time entered and thread sequence.

                                                                        group_concat(expr, separator[, sort column 1, ASC|DESC][, sort column 2, ASC|DESC][,...])

                                                                        This function allows you to combine multiple values from data set expr into a delimited list in a single row. The list is delimited by separator and ordered by the specified sort columns. For example, the expression group_concat(threads.note, ',', threads.entered, ASC) returns a comma-delimited list of thread notes ordered by time entered ascending.

                                                                        last(expr, sort column1[, sort column2][,...])

                                                                        This function returns the last value of data set expr based on the order of the specified sort columns. For example, the expression last(threads.note, threads.entered, threads.seq) returns the last thread note in the data set based on time entered and thread sequence.

                                                                        max(expr)

                                                                        This function returns the largest numerical value, the last string in alphabetical order, or the latest date in the data set expr.

                                                                        min(expr)

                                                                        This function returns the smallest numerical value, the first string in alphabetical order, or the earliest date in the data set expr.

                                                                        sum(expr)

                                                                        This function returns the sum of the values in the data set expr.

                                                                        sum_distinct(expr, reference)

                                                                        This function returns the sum of distinct values in an expression for a particular record (reference) rather than for all records of the same type in a table. For example, if you want to calculate the sum of all quotas for a particular sales person, you could add a function of sum_distinct(sa_period2accts.quota, sa_period2accts.acct_id).

                                                                        stddev(expr)

                                                                        This function returns the standard deviation of expr. For example, the expression stddev(answers.solved_count) returns the standard deviation of all the values in the solved_count column of the answers table.

                                                                        String Functions

                                                                        Select from the following to use a string function in the expression:

                                                                        concat(str1, str2)

                                                                        This function combines input character strings from multiple expressions into a single output string. Two or more expressions can be appended with this function. For example, the expression concat('www.','global','.com') returns the value www.global.com.

                                                                        instr(str, substr)

                                                                        This function returns the numeric position (in characters) of the initial occurrence of string substr in string str. For example, the expression instr('globalcellphones.com','cell') returns the value 7.

                                                                        length(str)

                                                                        This function returns the length (in characters) of the string. For example, the expression length('cell phones') returns the value 10.

                                                                        lower(str)

                                                                        This function returns string str in all lowercase characters. For example, the expression lower('Global.COM') returns the value global.com.

                                                                        ltrim(str)

                                                                        This function returns the string str without leading spaces. For example, the expression ltrim(' Cell phone') returns the value Cell phone.

                                                                        lpad(str1, X, str2)

                                                                        This function returns str1 padded on the left with str2 until str1 is X characters long. For example, the expression lpad('phone', 10, '@') returns the value @@@@@phone.

                                                                        rpad(str1, X, str2)

                                                                        This function returns str1 padded on the right with str2 until str1 is X characters long. For example, the expression rpad('phone', 10, '@') returns the value phone@@@@@.

                                                                        rtrim(str)

                                                                        This function returns the string str without trailing spaces. For example, the expression rtrim('agarfield@global.com ') returns the value agarfield@global.com.

                                                                        substr(str, start_pos, [length])

                                                                        This function returns a portion of the string str starting at the character defined by start_pos (an integer) and ending at the character defined by length (an integer). If length is not indicated, it returns the remainder of the string.

                                                                        to_char(expr)

                                                                        This function converts the numeric expr to a character string.

                                                                        to_number(str)

                                                                        This function converts the character string str to a numeric. If the str is not numeric, this function returns zero. If str is a combination of numbers and other characters and begins with a number, this function returns only the initial numeric portion. For example, to_number('123ABC') returns 123.

                                                                        upper(str)

                                                                        This function returns string str in all uppercase characters. For example, the expression upper('global.COM')returns the value GLOBAL.COM.

                                                                        Date Functions

                                                                        Select from the following to use a date function in the expression.

                                                                        See Reference Information for a list of the date/time format tokens you can use in date functions. Most of the date functions allow you to combine the supported format tokens in any combination you want.

                                                                        Date functions do not support dates earlier than January 1, 1970.

                                                                        date_add(date, units, interval, round)

                                                                        This function returns the value of date plus a specified amount of time where date is a date/time type column or a literal string in the format YYYY-MM-DD or YYYY-MM-DD HH:MI:SS. The amount of time to add is specified by units and interval. Unitsis an integer or expression referring to an integer database field specifying the number of intervals to add or subtract. Interval can be SECONDS, MINUTES, HOURS, DAYS, WEEKS (Sunday through Saturday), IWEEKS (Monday through Sunday), MONTHS, QUARTERS, or YEARS. To round the result to the beginning of the specified interval, set the round argument to 1. If you set round to 0, the result will not be rounded. For example, the expression date_add(‘2013-11-25 22:35:00’, 48, HOURS, 1) returns the value 2013-11-27 22:00:00.

                                                                        to_date(str, format)

                                                                        This function converts the value entered in str that is in the format specified in format to a date or date/time value. For example, the expression to_date(‘20140215’,’YYYYMMDD’) returns a value of 02/15/2014.

                                                                        Unlike other date functions, to_date supports only the following date formats.

                                                                        DD MM YYYY HH24:MI:SS

                                                                        DD MM YYYY HH:MI:SS AM

                                                                        DD MON YY

                                                                        DD MON YYYY

                                                                        DD-MM-YY

                                                                        DD-MM-YYYY

                                                                        DD.MM.YY

                                                                        DD.MM.YYYY

                                                                        DD/MM/YY

                                                                        DD/MM/YYYY

                                                                        DD/MM/YYYY HH:MI:SS AM

                                                                        MM-DD-YY

                                                                        MM-DD-YYYY

                                                                        MM/DD/YY

                                                                        MM/DD/YYYY

                                                                        MON DD YY

                                                                        MON DD YYYY

                                                                        MON DD YYYY HH:MI AM

                                                                        MON DD YYYY HH:MI:SS AM

                                                                        YY.MM.DD

                                                                        YY/MM/DD

                                                                        YYMMDD

                                                                        YYYY-MM-DD

                                                                        YYYY-MM-DD HH24:MI:SS

                                                                        YYYY-MM-DDTHHH24:MI:SS

                                                                        YYYY.MM.DD

                                                                        YYYY/MM/DD

                                                                        YYYYMMDD

                                                                        date_format(date, format)

                                                                        This function converts date from a date/time data type to a string and reformats it to match the format specified by format. Date can be a date/time type column or a literal string in the format YYYY-MM-DD or YYYY-MM-DD HH:MI:SS. For example, the expression date_format('2013-11-25 22:25:00', 'DAY, MONTH DD, YYYY, HH12:MI PM') returns the value Tuesday, November 25, 2013 10:25 PM.

                                                                        date_diff(date, date)

                                                                        This function returns the number of seconds occurring between two dates. For example, the expression date_diff('2014-07-26 22:25:00', '2014-07-25 10:30:00’) returns the value 129300. Another example is date_diff(sysdate(),incidents.updated). This expression returns the number of seconds between the current time and the time that incidents were last updated.

                                                                        To change the format of the output, use the time_format function. For example, time_format(date_diff('2014-07-26 22:25:00', '2014-07-25 10:30:00’), 'HH24h MIm SSs') returns the value 35h 55m 00s.

                                                                        rel_date_diff(date2, date1, rr_id)

                                                                        This function returns the number of seconds between two dates, taking holidays and the work hours specified in response requirements into account. The value for rr_id is the response requirement ID that you want to use. We recommend using the value from the incidents.rr_id field.

                                                                        For example, if a site’s response requirements are configured with work hours from 9 A.M. to 5 P.M., the expression rel_date_diff('2014-07-26 22:25:00', '2014-07-25 10:30:00’,1) returns the value 52200. Another example is rel_date_diff(sysdate(),incidents.rel_due,incidents.rr_id). This expression returns the number of seconds between the current time and incidents’ due dates, excluding holidays and taking the work hours configured in the response requirements associated with the incidents into account.

                                                                        This function is not available for use in variables, filters, or exceptions. In addition, it cannot be nested in other expressions.

                                                                        date_trunc(date, units)

                                                                        This function truncates date to the unit specified by units, with units being a time interval of SECONDS, MINUTES, HOURS, DAYS, WEEKS (Sunday through Saturday), IWEEKS (Monday through Sunday), MONTHS, QUARTERS, or YEARS. For example, the expression date_trunc('2013-11-25 22:25:10', HOURS) returns the value 2013-11-25 22:00:00.

                                                                        sysdate()

                                                                        This function returns the current system date in the format YYYY-MM-DD HH:MI:SS.

                                                                        time_format (seconds, format)

                                                                        This function converts seconds to the specified time format. For example, the expression time_format(86610,'HH24 MI SS') returns the value 24 03 30.

                                                                        date_group(expr, format)

                                                                        This function lets you group records together according to a date range that you specify, and include rows for date ranges that have no associated records. If you do not want to return rows for date ranges with no records, you could use date_format instead.

                                                                        For example, if you have incidents created in January and March, but none in February, and create a report with the expression for column A set to date_group(incidents.created, ‘YYYY-MM’), and the expression for Column B set to count(*), the report would output:

                                                                        2014-01 10

                                                                        2014-02 0

                                                                        2014-03 15

                                                                        If you changed Column A’s expression to date_format(incidents.created, ‘YYYY-MM’) to use the date_format function instead of date_group, the output would be similar, but would not include a row for February.

                                                                        When this function is used in a column, the report designer automatically groups the data in the output level, and sets the output level’s group and sort order options. At least one date filter is required to use this function.

                                                                        Logical Functions

                                                                        Select from the following to use a logical function in the expression.

                                                                        if(expression, then result, else result)

                                                                        This function returns the then result if the expression is true and returns the else result if the expression is false. For example, the expression if(incident.c$field=1, ‘Yes’, ‘No’) returns Yes for incidents where the value of c$field is 1. If the value is not 1, No is returned.

                                                                        You can use IS NULL and IS NOT NULL as part of the expression. For example, you could use the expression if(incident.c$field IS NOT NULL, 'Yes', 'No').

                                                                        decode(test expression, test value 1, result 1, [, next test value, next result]* [,default])

                                                                        This function compares test expression to each test value in order and returns result for the first test value that expression matches. If expression does not match any test value, default is returned. If default is undefined, NULL is returned. The decode function can perform table lookups, allowing you to use text strings as test values rather than requiring coded values (for example, you can use Review as a test value for the expression faqs.status even though the table contains code value in the status column).

                                                                        nvl(expr1, expr2)

                                                                        If the value expr1 is null, this function returns the value expr2. However, if the value expr1 is not null, then the value expr1 is returned. The value of expr2 must match the data type of expr1.

                                                                        Math Functions

                                                                        Select from the following to use a math function in the expression.

                                                                        bitand(X, Y)

                                                                        This function returns the bitwise AND of two integers, X and Y.

                                                                        ceiling(X)

                                                                        This function returns the smallest integer value greater than or equal to X.

                                                                        floor(X)

                                                                        This function returns the largest integer less than or equal to X.

                                                                        power(X, Y)

                                                                        This function returns the value of X to the power of Y. For example, power(2,3) would return 8.

                                                                        rand()

                                                                        This function generates a random number between 0 and 1. This output can be used to produce a random sampling of data. For example, to generate a random sample of incidents, add a column with an expression of rand() to an incidents report and sort on the column. The report will show information for incidents meeting your search criteria, sorted randomly.

                                                                        round(X, D)

                                                                        This function returns the value X rounded to the nearest number with D decimals. For example, round(5.55555,2) returns the value 5.56.

                                                                        truncate(X, D)

                                                                        This function returns the value X truncated to the D decimal places. For example, the expression truncate(5.55555, 2) returns the value 5.55.

                                                                        Currency Functions

                                                                        Select from the following to use a currency function in the expression.

                                                                        cvt_currency(expr, str)

                                                                        This function converts the currency value expr to the specified currency str. For example, the expression cvt_currency(opportunities.rep_value, 'USD') returns the rep_value in U.S. dollars when “USD” is stored as the abbreviation for U.S. dollars in the currencies table.

                                                                        make_currency(expr, str)

                                                                        This function converts an integer or decimal number to the specified currency str. For example, the expression make_currency(100.00, 'USD') returns the expr in U.S. dollars. You can also replace str with the value dflt to convert the expression to the user’s currency.

                                                                        to_currency(expr, str)

                                                                        This function converts an integer expr to a value in str currency. The numeric value is converted to an amount in the user’s default currency. The conversion rate used for this function is the exchange rate defined in the exchange_rates table.

                                                                        For example, for a user with a default currency of USD, to_currency(sa_products.c$price, ‘EUR’) returns an amount in USD that is equal to the number in the sa_products.c$price custom field converted to Euros.

                                                                          Add a Column to a Report

                                                                          You can add a report column from either the data dictionary or the Column Definition window.

                                                                          The procedures to add report columns are the same whether you’re adding standard or custom fields from the database, functions, variables, or computed fields. If your column returns information directly from the database, and does not require a complicated expression, you can add the column using the data dictionary. If your column’s expression is complicated, perhaps using several functions, it can be easier to add the column from the Column Definition window.
                                                                          Note: Each output level can have a maximum of 100 output columns. In addition, the number of tables used in a report is limited to 20.
                                                                          1. To add a column from the data dictionary:

                                                                            1. Select the field, function, variable, or computed field you want from the data dictionary.

                                                                              Note: If the data dictionary is not shown on the design surface, click the Home tab and click Data Dictionary to display it.
                                                                            2. Drag the field you selected to the data area on the design surface.

                                                                              When you drag an item from the data dictionary to the data area, you can place it in any position. If other columns are in the data area when you drag a field, arrows appear between column headers indicating where the field will be placed. When the field is in the desired location, drop it onto the data area.

                                                                          2. To add a column from the Column Definition window:

                                                                            1. Click the Home tab and click Add Column.

                                                                              The Column Definition window opens.
                                                                            2. Enter field information.

                                                                              Table Column Definition Window

                                                                              Field Description

                                                                              Heading*

                                                                              Enter a heading for the column. This heading displays in the report output.

                                                                              Use predefined heading when available

                                                                              Select this check box to use the default heading for the column. This is the name of the field as it appears in the data dictionary.

                                                                              Description

                                                                              Enter an optional description for the column. Text that you enter in this field displays in the report when you include the Output Descriptions report section. See Display Output Descriptions.

                                                                              Available Columns/Functions

                                                                              This area displays the data dictionary, which lists the available fields, functions, and parameters you can add as columns to the report. To add an item, expand the tree, select the item, and drag it to the Expression section.

                                                                              This option does not display when defining columns for computed fields.

                                                                              Expression

                                                                              This area displays the field, function, or parameter you have defined as a column. If you know the specific field or function you want to add, you can also enter it in this field to add it as an output column without dragging it from the Available Columns/Functions field. You can also manually edit the expression shown in this section. The Expression area does not display when defining columns for computed fields.

                                                                              The maximum number of characters allowed in the expression field is 3,500. You can use replacement variables to create expressions that require more characters. See Add Report Variables.

                                                                            3. Click OK to add the output column.

                                                                              The column is added as the last column on the report level. See Editing and Moving Columns for information about how to reposition the column.

                                                                              After you add columns to the data area, the report designer displays the columns on the design surface. Four rows of sample text display beneath each column to give you an idea of what the report output will look like.

                                                                          Remove a Column from a Report

                                                                          If you decide you no longer need a column in the report, you can remove it when working on the report designer.

                                                                          1. Select the column you want to remove from the report.

                                                                          2. Do one of the following:

                                                                            • Click Delete on the ribbon’s Design tab.
                                                                            • Press Delete on your keyboard.
                                                                          If the column you delete uses a table that is no longer needed in the report, you should remove the table from the report to help the report run efficiently.
                                                                          Add Calculations to a Column

                                                                          You can add rows to the bottom of a column to display calculations performed on the column’s data. You can also perform calculations on data rollups.

                                                                          The Calculations window displays all the calculations that can be performed on the data in the column. If the report does not have rollup columns, the Rollup Calculations section does not appear. Also, columns that do not contain numeric values have only the Minimum, Maximum, and Median calculations available.

                                                                          You can also add calculations from a selected column’s Design tab.

                                                                          1. Right-click the column and select Edit Calculations.

                                                                            The Calculations window opens.
                                                                          2. If you select a rollup column, select the options you want for the column.

                                                                            1. Select the Total check box to display the total value of the output column for all records.

                                                                            2. Select the Minimum or Maximum check boxes to display the minimum or maximum values of the output column for all records.

                                                                            3. Select the Weighted Average check box to display the weighted average of the column for all records.

                                                                            4. Select the Average check box to display the average value of the output column for all records.

                                                                            5. Select the Median check box to display the median (middle) value of the output column for all records.

                                                                            6. Select the Standard Deviation check box to display the standard deviation of the column for all records.

                                                                              Standard deviation is the square root of the variance. It projects how various values in a set of values deviate from the mean for that set.
                                                                          3. Select calculations for columns.

                                                                            1. Select the Total check box to display the total value of the output column for all records.

                                                                            2. Select the Minimum or Maximum check boxes to display the minimum or maximum values of the output column for all records.

                                                                            3. Select the Weighted Average check box to display the weighted average of the column for all records.

                                                                            4. Select the Average check box to display the average value of the output column for all records.

                                                                            5. Select the Median check box to display the median (middle) value of the output column for all records.

                                                                            6. Select the Standard Deviation check box to display the standard deviation of the column for all records.

                                                                              Standard deviation is the square root of the variance. It projects how various values in a set of values deviate from the mean for that set.
                                                                            7. Click the Weighted Column drop-down menu and select the column to use in conjunction with the current column to derive the weighted average.

                                                                              This drop-down menu is activated when the Weighted Average report or rollup calculation is selected, and displays only numeric columns you can use with weighted averages.

                                                                              For example, if you have a report with column X showing the number of incidents solved by a group, and column Y showing the average amount of time spent solving the incidents, a weighted average calculation can determine the average amount of time spent solving each incident regardless of how many incidents each group solved.

                                                                              That is, if group A solves 30 incidents and averages 30 minutes per incident, and group B solves 10 incidents averaging 110 minutes per incident, a normal average would calculate 70 minutes per incident, which would not reflect the different number of incidents for each group. A weighted average would show a more accurate average of 50 minutes per incident, since it takes the number of incidents solved by each group into account.

                                                                              The calculation used to determine weighted averages is (x1*y1)+(x2*y2)) / (x1+x2) or, in this example, ((30*30) + (10*110)) / (30 + 10) = 50.

                                                                          4. Click OK.

                                                                          Add a Comparison Value Column to a Report

                                                                          You can view the same data for two different time periods side-by-side in a report by adding a comparison value computed field.

                                                                          You can specify the time periods used, and change them while running the report to view the data for different time periods. For example, you could have a report that shows the number of incidents created in the current week and the number of incidents created in the previous week. You could then run the report again to compare numbers of incidents created in the current month and previous month.

                                                                          After you add a comparison value column to a report, the Comparison button on the ribbon’s Home tab becomes active and you can select the comparison time period. The comparison time period is relative to the time specified in a required date filter you must add to the report.

                                                                          1. Add an output column that returns values you want to compare. For example, if you want to compare the number of incidents created from one week to the next, you could add a column for count to return a count of incidents.

                                                                          2. Expand the Computed Fields tree in the data dictionary.

                                                                            Tip: You can also add comparison columns by clicking the column you want to compare on the design surface, clicking the Design tab, clicking the arrow on the Insert Column button, and then selecting the column you want to add.
                                                                          3. Click the column you want to compare.

                                                                          4. From the right side of the data dictionary, drag Comparison Value (column name) and drop it on the design surface.

                                                                          5. Click the Home tab.

                                                                          6. Click Comparison and select Edit Comparison Date Offset.

                                                                          7. Do one of the following:

                                                                            • Enter the relative value you want to use for the default comparison date offset. For example, entering -1 Weeks Exactly returns values in the comparison value column that are derived from data that is exactly one week earlier than the data returned in the column that is being compared.
                                                                            • Click the Calendar to specify relative date and time values. See Filter Date Ranges.

                                                                            When you run the report, the default comparison date offset can be changed on the Search window. This lets you to run the report several times to compare different time periods.

                                                                          8. Click OK to save the default comparison date offset.

                                                                          9. Add a fixed or runtime selectable date filter to the report. This date filter is used to filter the data returned in the column being compared and determines the time period that the comparison column’s relative comparison date offset is based on.

                                                                          Add a Comparison Percentage Column to a Report

                                                                          After adding a comparison value column to a report for a numeric field, you can then add a Comparison Percentage computed field column to the report.

                                                                          This column returns the percentage difference between the comparison value column and the column being compared. For example, if a value in the compared column is 10, and the corresponding comparison value is 15, the percentage difference would be 50%.

                                                                          1. Add a comparison value column to the report, as described in Add a Comparison Value Column to a Report.

                                                                          2. Expand the Computed Fields tree in the data dictionary.

                                                                            Tip: You can also add comparison percentage columns by clicking the comparison column you added on the design surface, clicking the Design tab, clicking the arrow on the Insert Column button, and then selecting Comparison % Change.
                                                                          3. Click the comparison value column you added.

                                                                          4. From the right side of the data dictionary, drag the Comparison Percentage column name and drop it on the design surface.

                                                                          5. To set options for the column, right-click the column on the design surface and select Edit Comparison Percentage Options.

                                                                            Tip: You can also adjust options by selecting the column and using the buttons on the Design tab’s % Change group.
                                                                          6. Enter field information.

                                                                            Table Comparison Percentage Options Window

                                                                            Field Description
                                                                            Comparison Direction

                                                                            Select whether the comparison column or the compared column is used as the initial column to derive the comparison percentage.

                                                                            Comparison Data to Report Data

                                                                            Select this option to use the comparison value column as the initial column to derive the comparison percentage. If the value in the comparison value column is greater than the corresponding value in the compared column, a positive percentage is returned.

                                                                            Report Data to Comparison Data

                                                                            Select this option to use the compared column as the initial column to derive the comparison percentage. If the value in the compared column is greater than the corresponding value in the comparison value column, a positive percentage is returned.

                                                                            Display Change Icon

                                                                            Select this check box to display icons next to the percentage values returned in the column. The icons indicate whether there is a positive change, negative change, or no change. To alter the colors used for the icons, click the icon to open the Color window. See Change Colors.

                                                                          7. Click OK to save the comparison percentage options.

                                                                            Change Comparison Options

                                                                            You can modify the comparison value columns that you have added to a report.

                                                                            When using comparison values in a report, the comparison and compared values do not necessarily display on the same row as the corresponding values in the other column. This is because a value is not automatically returned in a comparison column if there are no records to return.

                                                                            For example, if a report outputs numbers of incidents assigned to two staff members during the current week and previous week, but the top staff member listed in the report had no incidents assigned in the previous week, there will not be an entry for that staff member in the comparison value column. This results in the comparison value for the second staff member displaying on the first row of the report.

                                                                            To prevent this, you can set comparison options to have the report output a zero for any rows that lack a value in a column. This results in the corresponding values lining up with one another.

                                                                            1. Add a comparison value column to a report.

                                                                            2. Click the Home tab.

                                                                            3. Click Comparison and select Edit Comparison Match Columns.

                                                                            4. Select the column(s) that define the corresponding values.

                                                                            5. Move the selected column to the Comparison Match Columns panel by dragging the field or clicking the right arrow.

                                                                            6. Click OK to save the change to the comparison options.

                                                                            Add a Trend Value Column to a Report

                                                                            Trend value computed fields are similar to comparison value computed fields. However, where comparison value columns return data from previous time periods, trend value columns return forecasts of data in future time periods, calculated from current data.

                                                                            Trend values are best used when trending a column that groups data together by a time period, such as a column that shows the number of incidents created in the same week.

                                                                            Tip: You can also add trend value columns by clicking the column you want to trend on the design surface, clicking the Design tab, clicking the arrow on the Insert Column button, and then selecting Trend Value.
                                                                            1. Add a numeric output column that returns values you want to trend.

                                                                              For example, if you want to forecast the number of incidents that will be created in future weeks, you could add a column for count(incidents.i_id) to return a count of incidents.
                                                                            2. Expand the Computed Fields tree in the data dictionary.

                                                                            3. Click the column you want to trend.

                                                                            4. From the right side of the data dictionary, drag the Trend Value column name and drop it on the design surface.

                                                                            Change Trend Options

                                                                            Change trend options to specify the number of time units that are forecast forward.

                                                                            When using forecasting, you can select the time period that you want to use. For example, if the trended column groups data by week, trending forward three units shows data trended three weeks in the future.

                                                                            Tip: You can also edit trend options from the Trend Options group on the Design tab after selecting the column on the design surface.
                                                                            1. Right-click the trend value column on the design surface and select Edit Trend Options.

                                                                            2. Select the Perform Forecast check box to enable forecasting.

                                                                            3. Enter the number of units.

                                                                            4. Click OK to save the number of trending units.

                                                                            Add a Trend Percentage Column to a Report

                                                                            After adding a trend value column to a report, you can then add a Trend Percentage computed field column to the report.

                                                                            You can add a Trend Percentage column, either from the data dictionary or the Design tab’s Insert Column button. Trend Percentage columns return the percentage difference between the trend value column and the column being trended. For example, if a value in the trended column is 10, and the corresponding trend value is 15, the percentage difference would be 50%.

                                                                            1. Add a trend value column to the report, as described in Add a Trend Value Column to a Report.

                                                                            2. Expand the Computed Fields tree in the data dictionary.

                                                                            3. Click the trend value column you added.

                                                                            4. From the right side of the data dictionary, drag the Trend Percentage column name and drop it on the design surface.

                                                                            5. To set options for the column, right-click the column on the design surface and select Edit Trend Percentage Options.

                                                                              Tip: You can also edit trend percentage options from the % Change group on the Design tab.
                                                                            6. Enter field information.

                                                                              Table Trend Percentage Options Window

                                                                              Field Description
                                                                              Comparison Direction Select whether the trend value or the trended column is used as the initial column to derive the trend percentage.
                                                                              Trend Data to Report Data Select this option to use the trend value column as the initial column to derive the trending percentage. If the value in the trend value column is greater than the corresponding value in the trended column, a positive percentage is returned.
                                                                              Report Data to Trend Data Select this option to use the trended column as the initial column to derive the trending percentage. If the value in the trended column is greater than the corresponding value in the trend value column, a positive percentage is returned.
                                                                              Display Change Icon Select this check box to display icons next to the percentage values returned in the column. The icons indicate whether there is a positive change, negative change, or no change. To alter the colors used for the icons, click the icon to open the Color window. See Change Colors.
                                                                            7. Click OK to save the trend percentage options.

                                                                              Editing and Moving Columns

                                                                              After you add a column to the data area, you can edit it to change the header, definition, sorting, or position in the report.

                                                                              Depending on the type of information the column returns, you may also have options to add calculations to the column or change how the data is displayed. Other options let you show data in the column as URL links or images. See Add Calculations to a Column and Add URL Links to a Column.

                                                                              If you decide you no longer need a column in the report, you can also easily remove it. See Remove a Column from a Report.

                                                                              You can rearrange the columns displayed on the design surface by clicking anywhere in the column’s header and dragging it to the new position in your report. You can also move a column by clicking it on the design surface to select it, clicking the Home tab, and selecting Move Left or Move Right.

                                                                                Changing Column Options

                                                                                To view the available edit options for a column, you can right-click the column on the design surface to display a list of options.

                                                                                You can also click the column on the design surface to select it and then choose from options shown on the ribbon’s Design and Format tabs.

                                                                                Table Column Options

                                                                                Button Description
                                                                                Edit Definitions Select this option to open the Column Definition window where you can edit the column heading, descriptions, and expression. See Add a Column to a Report.
                                                                                Edit Format Select this option to open the Column Format window where you can change the column format, alignment, width, and styles. See Editing Column Format Options.
                                                                                Edit Calculations Select this option to open the Calculations window where you can select calculations on the column values to display beneath the column. Refer to Add Calculations to a Column.
                                                                                Sort Ascending/Sort Descending Select these options to sort the values in the column in ascending or descending order. See Changing Sort Options.
                                                                                Move Column Left

                                                                                Select one of these options to move the column left or right. You can also move columns by dragging them on the design surface.

                                                                                Move Column Right
                                                                                Insert New Column Before

                                                                                Select one of these options to add a new column before or after the column you have selected. When you select this option, the Column Definition window opens so you can create the new column.

                                                                                Insert New Column After
                                                                                Delete Column Select this option to delete the column from the report. You can also delete a column by selecting the column and pressing Delete.

                                                                                Freeze Column

                                                                                Click this button to fix the selected column in place so it does not move when you horizontally scroll the report. This can be helpful if you want to continue to view the first column in the report while scrolling the report to see the columns on the right of the report.

                                                                                When you fix a column, all columns to the left of the column are also fixed. You can still scroll the columns to the right of the fixed column.

                                                                                Hide Column Select this option to prevent the column from displaying in the report output. The column is only hidden, so you can display the column when running the report if you need to see it. For information about showing and hiding columns, see Hide or Show a Column Using Right-Click Options.
                                                                                Insert Hidden Column Select this option to view a list of any hidden or rolled-up columns in the report. Click the hidden or rolled-up column you want to display.
                                                                                  Editing Column Format Options

                                                                                  You can change format options to output a column’s data differently or to modify the column’s display.

                                                                                  You can adjust a column’s fonts, colors, width, and alignment settings, and modify other settings that are specific to the column’s data type. In addition, conditional formatting can be added to a column to flag data that meets your specified criteria. Also, numeric, currency, and date values returned in a column can be replaced with gauges to display graphical representations of the data. You can also add a URL link to a column that, when clicked, launches the web page you specify.

                                                                                  You can select column format options when you run a report, though any changes you make are lost when you close the report. To save changes to column format options on a custom report, you must edit it on the report designer.

                                                                                    Access Column Format Options

                                                                                    You can modify column formatting options when editing and viewing reports.

                                                                                    1. To open the Column Format window when viewing a report, right-click the header of the column you want to modify and select Edit Format.

                                                                                      The Column Format window opens.
                                                                                    2. To access column format options when editing a custom report on the report designer, do one of the following:

                                                                                      • Right-click the header of the column you want to modify and select Edit Format. We recommend using this option if you’re unfamiliar with formatting options.
                                                                                      • Click the column you want to modify and select Format on the ribbon.
                                                                                      Edit Data-Type Specific Column Format Options

                                                                                      The options for editing a report column vary depending on the column data type.

                                                                                      1. Open the Column Format window. See Access Column Format Options.

                                                                                        When the window opens, the tab on the upper-left of the window is active. The tab’s contents vary depending on whether you are editing a column that contains text, dates, numbers, or currency. The fields available on the Text, Date, Number, and Currency tabs are described in the following tables.
                                                                                      2. To define options for a text column, enter the field information described here.

                                                                                        Table Text Tab

                                                                                        Field Description
                                                                                        Text Length

                                                                                        Define limits to the length of text strings appearing in the column.

                                                                                        Do not limit text length

                                                                                        Select this option to allow an unlimited length of text strings in the column. The column is automatically resized to fit the length of the output text.

                                                                                        This option is not available for menu type fields.

                                                                                        Limit text to x characters Select this option to limit the text string length to a certain number of characters and then enter the number of characters. Text strings that exceed this value are truncated.
                                                                                        Text Options Define options to determine how column contents are displayed.
                                                                                        Display “more” link when text width exceeds cell width Select this check box to display a link in a row whose text exceeds the allowed width of the column. When a link is displayed, you can click the link or hover over it to open a window with the full text.
                                                                                        Display tooltip when cell text exceeds cell bounds

                                                                                        Select this option to display a tooltip showing the field’s entire text entry when hovering over a field with a text entry that exceeds the width of the column.

                                                                                        This option is available only from the Options button on the ribbon’s Format tab.

                                                                                        Strip HTML tags Select this check box to remove HTML tags from text that is displayed in a column.
                                                                                        NULL Values Define how NULL values in the database should display.
                                                                                        Display Blank Select this option to display a blank for NULL values.
                                                                                        Display as No Value Select this option to display No Value for NULL values.
                                                                                      3. To define options for a date column, enter the field information described here.

                                                                                        Table Date Tab

                                                                                        Field Description
                                                                                        Date Format

                                                                                        Click this drop-down menu to select the date format you want to use for date fields. Options include Date Time, Long, Short, Month Year, Clock, Month Day, Year, Date Time (time zone), and Custom.

                                                                                        When you select any option other than Custom, the selected format displays in the Format String field so you can see the string that is used for the selected format.

                                                                                        Format String Enter the format string for the custom date format in this field when the Custom date format option is selected.
                                                                                        NULL Values Define how NULL values in the database should display.
                                                                                        Display Blank Select this option to display a blank for NULL values.
                                                                                        Display as No Value Select this option to display No Value for NULL values.
                                                                                      4. To define options for a numeric column, enter the field information described here.

                                                                                        Table Number Tab

                                                                                        Field Description
                                                                                        Show Value As

                                                                                        Click this drop-down menu to select the format to use when displaying content in numeric columns. Options include Number, Seconds, Minutes, Percent, and File Size.

                                                                                        The options available on the Number tab vary depending on the selected value format.

                                                                                        Digit Grouping

                                                                                        Define whether digits are grouped in threes. For example, instead of the column returning 123456, you can group the digits to return 123,456.

                                                                                        This option appears only when the selected value format is Number, Decimal, or Percent.

                                                                                        Do not show group separator Select this option to prevent the values in the column from including a separator character.
                                                                                        Use default group separator Select this option to use the default group separator character. The default separator is a comma.
                                                                                        Use custom group separator Select this option to define your own group separator character. Enter the character you want to use in the field.
                                                                                        Decimal

                                                                                        Define how decimal and percentage formats should be displayed.

                                                                                        This option appears only when the selected value format is Percent.

                                                                                        Decimal Places Enter the number of decimal places to display in the output.
                                                                                        Use default decimal separator Select this option to use the default group separator character. The default separator is a period.
                                                                                        Use custom decimal separator Select this option to define your own decimal separator character. Enter the character you want to use in the field.
                                                                                        Multiply by 100

                                                                                        Select this check box to multiply the decimal values by 100.

                                                                                        This option appears only when the selected value format is Percent.

                                                                                        Seconds When the column outputs a value in seconds, specify the format you want to display the time in. The available options are Days, Hours, Minutes, and Hours, Minutes, Seconds.
                                                                                        Minutes When the column outputs a value in minutes, specify the format you want to display the time in. The available options are Days, Hours, Minutes, and Hours, Minutes.
                                                                                        NULL Values Define how NULL values in the database should display.
                                                                                        Display Blank Select this option to display a blank for NULL values.
                                                                                        Display as 0 Select this option to display 0 for NULL values.
                                                                                      5. To define options for a currency column, enter the field information described here.

                                                                                        Table Currency Tab

                                                                                        Field Description
                                                                                        Use Default Currency Format Select this option to use default currency settings, as specified by your administrator. When this option is selected, most of the other fields on the Currency tab are disabled.
                                                                                        Use the Following Format Options Select this option to define your own currency format settings. When you select this option, the fields on the Currency tab are enabled.
                                                                                        Display Symbol Select this option to display the symbol for the currency. For example, ten U.S. dollars would display as $10.00.
                                                                                        Display Code Select this option to display the code for the currency. For example, ten U.S. dollars would display as 10.00USD.
                                                                                        Digit Grouping The options in this section let you group digits in threes. For example, instead of the column returning $123456, you can group the digits to return $123,456.
                                                                                        Do Not Show Group Separator Select this option to prevent the values in the column from including a separator character.
                                                                                        Use Default Group Separator Select this option to use the default group separator character. The default separator is a comma.
                                                                                        Use Custom Group Separator Select this option to define your own group separator character. Enter the character you want to use in the field.
                                                                                        Decimal Define how decimal and percentage formats should be displayed.
                                                                                        Decimal Places Enter the number of decimal places to display in the output.
                                                                                        Use Default Decimal Separator Select this option to use the default group separator character. The default separator is a period.
                                                                                        Use Custom Decimal Separator Select this option to define your own decimal separator character. Enter the character you want to use in the field.
                                                                                        NULL Values Define how NULL values in the database should display.
                                                                                        Display Blank Select this option to display a blank for NULL values.
                                                                                        Display as 0 Select this option to display No Value for NULL values.
                                                                                        Edit Column Alignment Options

                                                                                        Change the way text is displayed in a report column.

                                                                                        1. Open the Column Format window.

                                                                                        2. Click the Alignment tab.

                                                                                        3. Enter field information.

                                                                                          Table Alignment Tab

                                                                                          Field Description
                                                                                          Header The fields in this section determine the alignment for the column’s header.
                                                                                          Text Alignment Click this drop-down menu to select the column header’s horizontal alignment. Options include Left, Center, and Right.
                                                                                          Line Alignment Click this drop-down menu to select the column header’s vertical alignment. Options include Bottom, Center, and Top.
                                                                                          Wrap Text Select this check box to allow the column header’s text to wrap to a new line if it exceeds the width of the column.
                                                                                          Data The fields in this section determine the alignment for the column’s data.
                                                                                          Text Alignment Click this drop-down menu to select the horizontal alignment for the column’s data. Options include Left, Center, and Right.
                                                                                          Line Alignment Click this drop-down menu to select the vertical alignment for the column’s data. Options include Bottom, Center, and Top.
                                                                                          Wrap Text Select this check box to allow the column’s data to wrap to a new line if it exceeds the width of the column.
                                                                                          Limit Wrapped Text to x Rows If the Wrap Text check box is selected, enter the maximum number of wrapped rows that should be shown in the report output. You can enter a value between 1 and 100.
                                                                                          Repeating Values The fields in this section let you hide repeating values in the column.
                                                                                          Hide Repeating Values Select this check box to hide repeating values in the column. The value will display in the first row with value, but subsequent rows with the same value will be blank. Selecting this option can make a report’s output more legible by hiding repetitive text in a column.
                                                                                          Exclude Hidden Values from Calculations and Auto-Filtering Select this check box to exclude hidden values from consideration in column calculations and column auto-filter options.
                                                                                        Edit Column Width Options

                                                                                        Change the width of a column in a report.

                                                                                        1. Open the Column Format window. See Access Column Format Options.

                                                                                        2. Click the Width tab.

                                                                                        3. Select the width setting you want.

                                                                                          • Best Fit—Select this option to automatically size the column width to best fit in the report.
                                                                                          • Specific Width—Select this option to define a width for the column. Enter the width of the column and select the unit to use from the drop-down menu. You can choose Percentage (of the total width of the report), Pixel, Inch, Cm (centimeter), Mm (millimeter), Pica, Point, Em, and Ex.
                                                                                          Edit Column Style Options

                                                                                          Change the format of text that appears in a report column.

                                                                                          1. Open the Column Format window.

                                                                                          2. Click the Styles tab.

                                                                                            Text styles control the font, color, margins, background colors, and borders for text fields. The current setting for each text field’s style is shown next to the name of the text field.
                                                                                          3. Enter field information.

                                                                                            Table Styles Tab

                                                                                            Field Description
                                                                                            Data Headings Click Edit to define the style for the column’s heading when the report is shown with a tabular layout.
                                                                                            Rollup Headers Click Edit to define the style for the rollup headers if shown in the report’s output.
                                                                                            Record Labels Click Edit to define the style for the column’s heading when the report is shown with a record layout.
                                                                                            Record Data Click Edit to define the style for the column’s data when the report is shown with a record layout.
                                                                                            Data Define the style for the data text in the column when the report is shown with a tabular layout.
                                                                                            • Click Edit to edit the style that is currently used for the data text in the column.

                                                                                            • Click Add to add other styles for alternating data rows in the column. The new style you create is initially identical to the original data style. After you add the new style, another data style appears. The data rows in your report then alternate between the two styles you have defined. If you add a third data style, it is used in every third row.

                                                                                            • Click Remove to remove the new data style. Remove appears next to new data styles you add. You cannot remove the original data style.

                                                                                            Rollup Totals Click Edit to define the style for the rollup totals if shown in the report’s output.
                                                                                            Report Totals Click Edit to define the style for the report totals headers if shown in the report’s output.
                                                                                            Apply Styles to All Columns Click this text to apply the styles you defined on this tab to all the columns currently in your report.
                                                                                          Edit Conditional Format Options

                                                                                          You can change the way data is formatted in a report column based on certain conditions.

                                                                                          Conditional formatting flags information in output columns without creating a data exception. For example, you could add formatting to a column in an incidents report to display the column’s output in red text if an incident’s status is Unresolved. Multiple format options can be used to flag output using images, background colors, and fonts.

                                                                                          Conditional formatting is not available for columns that return hierarchical values.

                                                                                          1. Open the Column Format window. See Access Column Format Options.

                                                                                          2. Click the Conditional tab.

                                                                                          3. Click Add. The Conditional Format window opens.

                                                                                            The options shown on the Condition tab depend on the type of data output in the column the condition is added to. For example, a column that outputs dates has operators and values that are unique to date fields.

                                                                                          4. Select the operator and value(s) you want flagged.

                                                                                          5. Click the Format tab to define how the flagged data is displayed.

                                                                                          6. Enter field information.

                                                                                            Table Conditional Format Window

                                                                                            Field Description
                                                                                            Display Click this drop-down menu to select the type of formatting you want to use to indicate column output that meets the selected condition(s).
                                                                                            Image and Text Select this option to show images next to the column output that meets the selected condition(s) and display the output with different font options.
                                                                                            Image Only Select this option to show an image next to the column output that meets the selected condition(s).
                                                                                            Text Only Select this option to use different font options for column output that meets the selected condition(s).
                                                                                            Image Click this drop-down menu to select the image to display. Options include Circle, Square, Flag, Check, Up Arrow, Down Arrow, and Custom. Select Custom to select the image from the Images explorer.

                                                                                            This drop-down menu is disabled if Text Only is the selected display option.

                                                                                            Change Color Click this text to change the color of the selected image.

                                                                                            The color of custom images cannot be changed.

                                                                                            Preview This field displays a preview of the selected image, text, or both, depending on the selected display option.
                                                                                            Change Style Click this text to select font attributes for conditional column text.
                                                                                          7. Click OK to save the conditional formatting.

                                                                                          8. If multiple conditional formats are applied to the column, define the order in which the formats should be applied.

                                                                                            Multiple conditional formats can be applied to the same column to indicate different values. For example, different incident statuses can have different font colors or images. When a column has multiple formats, the order of the conditions is important since this determines which condition is applied first. If a row in a report meets both the first and second conditions in a column, only the first condition is applied to the value.

                                                                                            1. Select the conditional format to move from the Conditional Formats list.

                                                                                            2. Click the Move Up or Move Down arrows to move the conditional format up or down in the list.

                                                                                            Add Gauge Charts to a Column

                                                                                            You can display numeric or currency values in a column as gauge charts. Several types of gauges are available.

                                                                                            1. Open the Column Format window. See Access Column Format Options.

                                                                                            2. Click the Gauge tab.

                                                                                            3. Enter field information.

                                                                                              Table Gauge Tab

                                                                                              Field Description
                                                                                              Inline Gauge Type Click this drop-down menu to select the type of gauge you want to use. Options include None, Linear Gauge, Circular Gauge, Progress Bar, LED, and Status Gauge.
                                                                                              Display Numeric Value Select this check box to display numeric values on the gauge.
                                                                                              Orientation This option displays only when Status Gauge is selected. You can choose Circular to display the information using a circular line, similar to a donut chart. You can also choose Horizontal to display the information using a horizontal line.
                                                                                              Show Reference Marks This option displays only when Status Gauge is selected. Select this check box to display lines on the status gauge where your gauge color ranges are configured. For instance, if you configure ranges of 0%–50% and 51%-100%, a line will display at the midpoint of the gauge between the two ranges.
                                                                                              Size Define the size of the gauge in this section.
                                                                                              Best Fit Select this option to allow the width of the gauge to be automatically sized to the best fit for the report.
                                                                                              Specific Width Select this option to define a width for the gauge. Enter the width of the gauge and select the unit to use from the drop-down menu. You can choose Percentage (of the total width of the column), Pixel, Inch, Cm (centimeter), Mm (millimeter), Pica, Point, Em, and Ex.
                                                                                              Bar Size Define the bar size of the gauge in this section. This section is available only for the Status Gauge type.
                                                                                              Best Fit Select this option to allow the width of the gauge’s bar to be automatically sized to the best fit for the report.
                                                                                              Specific Width Select this option to define a width for the gauge’s bar. Enter the width you want for the bar size and select the unit to use from the drop-down menu. You can choose You can choose Percentage (of the total width of the column), Pixel, Inch, Cm (centimeter), Mm (millimeter), Pica, Point, Em, and Ex.
                                                                                              Scales Define the scale ranges used for the gauge in this section.
                                                                                              Scale Start/Scale End Enter the starting value (lowest value) and ending (highest value) for the gauge’s scale in these fields.

                                                                                              These options are enabled only when defining a custom scale.

                                                                                              Use Report Min Select these check boxes to use the lowest value or highest value returned in the column as the scale start value.
                                                                                              Use Report Max Select this check box to use the highest value returned in the column as the scale end value.
                                                                                              Colors Select colors used for the gauge in this section. This section is not available for LED gauges.
                                                                                              Indicator Color Click this color box to select the color to use as the gauge indicator color. This option is not available for the LED or Status Gauge types.
                                                                                              Border Color Click this color box to select the color to use as the gauge border color.
                                                                                              Gauge Color Ranges Add color ranges and define range colors in this section. Color ranges are optional, but can be used to display numeric values in different colors. The graphic that indicates the value of the field in the report displays in the color configured for the range the value falls in. Range values cannot contain gaps or overlap.

                                                                                              Color ranges are not available with Progress Bar gauges.

                                                                                              Add Range Click this text to add a color range.

                                                                                              A maximum of five ranges can be shown on the gauge.

                                                                                              Remove Range Click this text to remove a range you have added.
                                                                                              Minimum/Maximum Enter the starting and ending value for the range in these fields.
                                                                                              Start Color/End Color Click these color boxes to select colors to indicate the start and end points of the range.
                                                                                            4. Click OK to save the changes to your column’s format.

                                                                                              Displaying External Images in Columns

                                                                                              You can display images that are hosted elsewhere in report columns.

                                                                                              Since you can point to external locations for the image files, you do not need to upload the images using the Images Explorer. For instance, you can create a text system attribute for the Accounts standard object to store the URLs to photos of your staff members. You can then display the photos in reports that include the system attribute field. See Overview of Custom Objects.

                                                                                              There are some considerations when configuring column image options.
                                                                                              • Column format image options can only be configured using the report designer. They cannot be configured when viewing a report.

                                                                                              • Some restrictions exist on the external images you can display in reports. Each image file must be smaller than 500K in size, and a maximum of 100 unique images can be displayed each time the report is generated. (If you generate the same report multiple times using different search criteria, different images can be displayed.) In addition, to ensure reports run successfully, retrieval of the images times out after 10 seconds.

                                                                                              • External images will display in exported, published, and printed reports. However, they do not display in scheduled reports.

                                                                                              • The image file formats you can use in reports are BMP, EXIF, GIF, JPEG, PNG, and TIFF. If an unsupported file type is encountered when the report runs, the column output displays Invalid Image.

                                                                                              Display External Images in a Report

                                                                                              If you store images on a separate server, you can display those images in reports by configuring column format options.

                                                                                              1. Click Analytics on the navigation pane.

                                                                                              2. Double-click Reports Explorer.

                                                                                              3. Right-click the report you want to add the image to and select Edit.

                                                                                              4. Right-click the column on the report where you want the image displayed and select Edit Format.

                                                                                                The Column Format window opens.
                                                                                              5. Click the URL tab and then select the Display Cell Value as Image option.

                                                                                              6. To specify a custom size for the images, select the Scale All Images to the Following Size check box and select width and height values between 1 and 500 pixels.

                                                                                                By default, images are sized to 100x100 pixels.
                                                                                              7. In the text box, enter the URL of the image file.

                                                                                              8. Click OK to save the column format options and close the Column Format window.

                                                                                              9. Save the report.

                                                                                              Create a Data Exception

                                                                                              You can create data exceptions to highlight data displayed in columns or charts that meets certain criteria.

                                                                                              Exceptions can be created to flag data that matches expressions built from standard and custom database fields, functions, and variables. For example, you could create an exception to flag incidents with a response time greater than twenty-four hours. Incidents that match the exception could be shown on the report with custom colors, fonts, and markers. Information about the percentage of data meeting the exception can also be displayed.
                                                                                              Tip: Each report level can have a maximum of thirty-two data exceptions.

                                                                                              After you define your exceptions, you can schedule the report to send alerts whenever the criteria of a data exception is met. See Scheduling Reports.

                                                                                              1. Click the Insert tab on the ribbon.

                                                                                              2. Click Exception.

                                                                                                The Exception editor opens.
                                                                                              3. Enter field information.

                                                                                                Table Definition Tab

                                                                                                Field Description

                                                                                                Name

                                                                                                Enter the name of the data exception.

                                                                                                Display Reference

                                                                                                Click this drop-down menu to select how the data is highlighted. Options are Entire Row or specific columns from the report.

                                                                                                Expression*

                                                                                                Right-click in this field to select the database column used to except data in the report.

                                                                                                Use Data Dictionary

                                                                                                Click this text to open the Edit Expression window where you can select functions, variables, and database fields.

                                                                                                Operator

                                                                                                Click this drop-down menu to select the operator to use in the exception criteria. This drop-down menu is activated when a database column is selected. See Filter Operators for a description of operators.

                                                                                                Value

                                                                                                Specify the second part of the expression in this field. The options available depend on the selected value type, the type of database field the exception is based on, and the operator that is used. You can type in a value, select items from a drop-down menu, or select dates from calendars.

                                                                                              4. To define how the data exception displays in the report’s tabular output, click the Tabular Display tab.

                                                                                              5. Enter field information.

                                                                                                Table Tabular Display Tab

                                                                                                Field Description

                                                                                                Show Tabular Notification

                                                                                                Select this check box to display the data exception in the report’s tabular output. If this option is cleared, the other options on the Tabular Display tab are unavailable.

                                                                                                Use Default Display Options

                                                                                                Select this option to display the exception using the color, font, and marking method defined in the style that is being used for the report. See Styles Explorer for information about creating styles and Apply a Style to a Report for information about applying styles to reports.

                                                                                                Use Custom Display Options

                                                                                                Select this option to define a custom color, font, and data marking method for the exception.

                                                                                                Data Marking

                                                                                                Click this drop-down menu to select a data marking to mark the data that meets your exception criteria. You can choose None, Circle, Square, Flag, Check, Up Arrow, Down Arrow, or Custom.

                                                                                                Select Custom to open the Select Image window and select images you have added in the Images explorer. See Images Explorer.

                                                                                                Select None to prevent a graphic from indicating the data exception. The text style you define for the marker will still be applied to the data exception. This allows you to change the color or font of tabular data that meets the exception without adding a graphic.

                                                                                                The data marking symbol displays in the window’s Preview field so you can view the symbol as you define it.

                                                                                                Hide Cell Values

                                                                                                Select this check box to hide the value in the column that is used as the display reference.

                                                                                                This check box is available if the exception’s display reference is set to a column rather than an entire row.

                                                                                                Change Color

                                                                                                Click this text to open the Color window to change the color of the graphic. See Change Colors.

                                                                                                This option appears if Circle, Square, Flag, Check, Up Arrow, or Down Arrow is selected in the Data Marking drop-down menu.

                                                                                                Change Image

                                                                                                Click this text to open the Select Image window to change the image data marking image.

                                                                                                Change Image appears only if Custom is selected in the Data Marking drop-down menu.

                                                                                                Style

                                                                                                Click Add next to the Style box to open the Edit Style window where you can change the font, colors, margins, and borders for the data in the report that matches your data exception criteria.

                                                                                                To remove a style that has already been defined, click Clear next to the Style box.

                                                                                                Show Exception Criteria

                                                                                                Select this check box to display the exception criteria at the bottom of the report in the Data Exceptions report section. For example, if the data exception marks opportunities that are still active, the criteria displays as opportunities.status_id = Active.

                                                                                                Show Percentage Meeting Criteria

                                                                                                Select this check box to show the percentage of data in the report that meets the specified exception criteria. This displays at the bottom of the report on the Data Exceptions report section.

                                                                                                Show Percentage Not Meeting Criteria

                                                                                                Select this check box to show the percentage of data in the report that does not meet the specified exception criteria. This displays at the bottom of the report on the Data Exceptions report section.

                                                                                              6. To define how the data exception displays in the report’s graphical output, click the Graphical Display tab.

                                                                                              7. Enter field information.

                                                                                                Table Graphical Display Tab

                                                                                                Field Description

                                                                                                Show Graphical Notification

                                                                                                Select this check box to display the data exception in the report’s chart output. If this option is cleared, the other options on the Graphical Display tab are unavailable.

                                                                                                Use Custom Display Options

                                                                                                Select this option to choose your own line color for the data exception. If this box is not selected, the exception uses the line color defined in the chart style that is being used for the report. See Chart Styles Explorer for information about creating chart styles and Adding and Editing Charts for information about applying chart styles to reports.

                                                                                                Line Color

                                                                                                Click the color box to open the Color window and select a line color for the excepted data. See Change Colors.

                                                                                                Show Exception Criteria

                                                                                                Select this check box to display the exception criteria in an exceptions box in the chart.

                                                                                                Show Percentage Meeting Exception

                                                                                                Select this check box to show the percentage of data in the report that meets the specified exception criteria. This displays in an exceptions box in the chart.

                                                                                                Show Percentage Not Meeting Exception

                                                                                                Select this check box to show the percentage of data in the report that does not meet the specified exception criteria. This displays in an exceptions box in the chart.

                                                                                              Order Data Exceptions

                                                                                              When you have more than one data exceptions based on the same database field in a report output level, the ordering of the exceptions can impact which exception the data matches.

                                                                                              When you have multiple data exceptions, you may want the most restrictive exception listed first, since the data is checked against the first exception before other exceptions in the list are matched. For example, you could create exceptions in a report that show the number of open incidents each of your contacts have. You could create an exception to indicate contacts with five or more incidents and another exception to indicate contacts with ten or more incidents. If the first exception is count(incidents.i_id) > 5, and the second is count(incidents.i_id) > 10, then your data would match only the first exception even if a row had an incident count greater than ten. This occurs because the first exception has precedence over the second exception. To correct this, you would reorder the data exceptions.
                                                                                              1. Select the data exception you want to move on the design surface.

                                                                                              2. Click the Design tab.

                                                                                              3. Click Move Up or Move Down to move the exception to the position you want.

                                                                                                Tip: You can also reorder exceptions by dragging them in the exceptions report section on the design surface.

                                                                                              Set Record Row Limits and Page Breaks

                                                                                              You can limit the number of rows returned on each page or on the entire output of a report.

                                                                                              Reports can return large amounts of data, especially if they lack fixed filters or required runtime selectable filters. It can be difficult to print or view a report with thousands of rows, and finding specific records in such a report can be challenging. For these reasons, you might want to limit the number of rows a report can return on a page or in total.

                                                                                              You can set limits for each output level in the report.

                                                                                              1. Select the level you want to add the record limit to from the Level drop-down menu at the top of the design surface.

                                                                                              2. Click the Level tab.

                                                                                              3. Click the Record Limit button.

                                                                                              4. Enter field information.

                                                                                                Table Edit Row Limit Window

                                                                                                Field Description
                                                                                                Limit To Select this check box to limit the records returned on the output level.
                                                                                                Rows Enter the maximum number of rows you want returned.

                                                                                                The VRL_HARD configuration setting sets a hard limit on the number of rows that can be returned in a report. Values entered in this field that exceed the VRL_HARD limit are ignored. See Analytics Configuration Settings for information about this and other configuration settings that can impact reports.

                                                                                                Per Page Select this check box to apply the record limit to each page of the report. If this check box is not selected, the row limit you enter restricts the total number of rows returned in the selected output level.
                                                                                              5. Click OK to save the change to the record limit.

                                                                                                Managing Table Relationships

                                                                                                You can link tables in different reports so that they function like a single report.

                                                                                                When you use fields from different database tables in a report’s columns or filters, the fields’ tables are automatically added to the report, and the tables are joined by their fields that are linked together in the database. Tables such as incidents and contacts are tied together with a single field in each table, specifically the incidents.c_id and contacts.c_id fields. Since there is only one way to link these tables together, Analytics links them in the report automatically using a table join. By joining the tables, information from both tables can be displayed together.

                                                                                                Note: When viewing a report, you can see the report’s tables in the report definition. See View a Report Definition. When editing a report, you can see and manage the report’s tables by clicking the Tables button on the Home tab of the report designer’s ribbon. See Editing Table Relationships.

                                                                                                Some reports you create may need to reference numerous tables with different relationships. For example, you may need to use fields from tables that aren’t linked together in the database, or you may need to use fields from tables that can be linked together in more than one way. In these instances, you will need to select the fields you want to use to join the tables.

                                                                                                In addition, if you require a high degree of control over the tables used in a complex report, you can manually add them to the report instead of having the tables added automatically. See Manually Add Tables to a Report.

                                                                                                Note: In general, we recommend using as few tables as possible in a single report to help the report run efficiently. If you need to reference numerous tables in a report to return a wide array of information, you can instead create multiple reports, each with a minimum of tables that are focused on one area of the information you’re interested in. You can then link the tables together so they function like a single report. See Linking Reports.

                                                                                                  Editing Table Relationships

                                                                                                  If you create a report that returns data from multiple tables and find that the data you want is not being returned, you may need to change the relationships of the report’s tables.

                                                                                                  You can change the order of the tables, the join types connecting the tables, and the specific fields that are linked together in the tables, as long as the fields are linked in the database. You can also delete tables that are no longer needed in the report.

                                                                                                  Change Table Joins and Linked Fields

                                                                                                  You can edit your report’s data set to change the tables’ join types. In addition, if the tables can be linked by more than one field, you can select a new field to link to.

                                                                                                  1. Click the Home tab.

                                                                                                  2. Click Tables to open the Data Set window.

                                                                                                    When you open the Data Set window, you see the tables in your report and their relationships. When two tables are inner joined, two overlapping circles with their intersection highlighted display next to the secondary table. When two tables are outer joined, two overlapping circles with one circle highlighted display next to the secondary table.
                                                                                                  3. Click the table that is joined to the primary table.

                                                                                                  4. Enter field information.

                                                                                                    Table Data Set Window

                                                                                                    Field Description

                                                                                                    Table

                                                                                                    This field displays the database name of the table you have selected.

                                                                                                    Delete Table

                                                                                                    Click this text to remove the table you have selected from the report. If the table acts as a parent to other tables in the report, the child tables are also removed.

                                                                                                    Columns are not automatically removed from the report when their associated tables are deleted. These need to be manually removed before the report can be saved.

                                                                                                    Alias

                                                                                                    This field displays the alias name of the table you have selected. The alias allows you to add multiple instances of the same database table to the same report. For example, the first instance of the contacts table could have an alias of “contacts,” and the second instance could have an alias of “contacts2” to distinguish it from the first instance.

                                                                                                    Join To

                                                                                                    This field displays the table the selected table is joined to.

                                                                                                    Join Condition

                                                                                                    If the table join can link to more than one field in the joined tables, click this drop-down menu to select the fields you want to use to join the tables.

                                                                                                    Join Type

                                                                                                    Select the Inner option to use an inner join or the Outer option to use an outer join.

                                                                                                    To change the join type, you can also right-click the joined table in the data set tree and select Toggle Join Type.

                                                                                                    Join Filters

                                                                                                    You can add, delete, or view join filters in this section.

                                                                                                    Join filters apply only to outer joins and are not available if the Inner join type option is selected.

                                                                                                  Change Table Ordering

                                                                                                  When using outer joins to combine tables, the ordering of tables can affect what data the report can return.

                                                                                                  If multiple tables are used in the report, you may also need to change which secondary tables are directly linked to the primary table or change the relationships between secondary tables in the data set.
                                                                                                  1. Open the Data Set window.

                                                                                                  2. To select a different table in the data set as the primary table, right-click the table and select Set as Root.

                                                                                                    When you set a new table as the root, or primary table, the relationship between the table and the old primary table is broken, resulting in the data set having two primary tables.
                                                                                                  3. To move a table beneath another to make it a secondary table, drag the table onto the primary table.

                                                                                                    The tables are automatically joined and the new table relationship is displayed on the Data Set window.
                                                                                                  Manually Add Tables to a Report

                                                                                                  If you require a high degree of control over the tables used in a complex report, you can manually add them to the report instead of having the tables added automatically.

                                                                                                  To ensure report queries are efficient, manually adding tables to a report should be performed only by individuals with a thorough understanding of SQL queries.
                                                                                                  1. Delete all columns and filters from an existing report, or start with a report with no columns.

                                                                                                  2. Click Tables on the ribbon’s Home tab.

                                                                                                    The Data Set window opens.
                                                                                                  3. Click Select Table.

                                                                                                    A list of all tables displays.
                                                                                                  4. Select the table you want from the list.

                                                                                                  5. Click OK to add the table to the report.

                                                                                                  6. To join additional tables to the table you added, right-click the table you added, select Join To, and select the table to join. Repeat this step for each table you want to add.

                                                                                                    Table Joins

                                                                                                    Analytics uses inner and outer table joins. The join type that is used to link the tables in your report impacts what records the report can return.

                                                                                                    Generally, you do not need to specify which fields are used to join tables together in reports since the tables that are commonly used in reports are often joined automatically. However, some tables can be joined through more than one field and other tables do not have linked fields in the database and cannot directly join together. If you encounter one of these situations when adding a field to a report, you need to specify how the tables are joined. You may also need to change the join type to allow the report to access the appropriate records in the tables.

                                                                                                    Note: The relationships between custom object tables and other tables are defined when the custom object is created. See Overview of Custom Objects.
                                                                                                    Inner Joins

                                                                                                    When tables are linked with an inner join, only records in the tables that share common data can be returned. For example, when the contacts table and the incidents table are linked with an inner join, only contacts that have incidents associated with them can be returned by the report. Information about a contact who has never submitted an incident cannot be returned.

                                                                                                    Inner joins are used when tables are automatically joined together since they meet the requirements of most reports and are easier to process in database queries than outer joins.

                                                                                                    Outer Joins

                                                                                                    When tables are linked with an outer join, all rows from the first table added to the report (referred to as the primary table) can be returned in the report, regardless of their relationship to rows in the secondary table. Information in the secondary table that is related to information in the primary table can also be returned. For example, if accounts is the primary table and incidents is the secondary table in a report, it can return information about all staff accounts, whether or not they have incidents assigned to them. The report can also return information about incidents that are assigned to staff members, but cannot return information about incidents that are not assigned.

                                                                                                    Since outer joins allow all data from the primary table to be returned, but only some from the secondary table, the ordering of the tables is important when using outer joins. If your report does not return the information you want from two tables that are outer joined, you may need to change which table is the primary and which is the secondary. See Change Table Ordering.

                                                                                                    Tip: When using outer joins, it can be helpful to add a field from the table you are most interested in first. If your report’s purpose is primarily to output information about contacts, a field from the contacts table should be added as a column before fields from other tables.

                                                                                                    Outer joins are not automatically used in reports since inner joins meet the requirements of most reports and are easier to process in database queries than outer joins. Outer joins are also referred to as left joins by those familiar with database queries.

                                                                                                    Specifying Joins for Tables with Multiple Relationships

                                                                                                    You can specify which fields you want to join tables by when the tables share more than one relationship.

                                                                                                    Some tables are linked together in the database using more than one field. For example, incidents can link to accounts through three fields in the incidents table. When joining these tables, the link between the tables is not automatically created, so you must define which field should be used to tie the tables together in the report. You’ll do this on the Select Join window, which automatically opens when you add fields from tables such as this to the same report.

                                                                                                    The Select Join window also appears if your report already has multiple tables and you add a field from another table that can be related to more than one of the tables already in the report. In this case, you must define which table the new table should be joined to, since different data can be returned by joining different tables. By default, the new table is joined to the primary table in the report using an inner join.

                                                                                                    An example that illustrates both cases is if your report includes the incidents and contacts tables, and you then add a field from the accounts table. The accounts table can link to the incidents table through three incident fields and can link to the contacts table through one contact field. In this instance, you would be asked if the accounts table should link to incidents or contacts, and, if it is the incidents table, which field in the incidents table should be used as the link.

                                                                                                      Specify Fields to Link Tables

                                                                                                      In a report, you can link tables together in the database using more than one field.

                                                                                                      1. Add a column or filter to the report from a table that can be linked in more than one way to the other tables in the report.

                                                                                                        The Select Join window opens.
                                                                                                      2. To accept the default table relationship that is displayed, click OK.

                                                                                                      3. To define which tables should be linked, select the option next to the table that the new table should join to.

                                                                                                        1. If the new table can link to the selected table by more than one field, select the correct field from the drop-down menu that displays next to the table’s option.

                                                                                                          The field you join the new table to should be associated with the information you want to output in the report. For example, if you’re joining the accounts table to the incidents table, select the incidents.created_by => accounts.acct_id option to output information about the staff member who originally created the incident. If you instead want to output information about the staff member the incident is assigned to, select the incidents.assgn_acct_id => accounts.acct_id option.

                                                                                                      4. To prevent the Select Join window from displaying again when editing the current report, select the Do Not Show This Dialog Again check box. If you then add another field that requires defining a table relationship, you need to define the relationship from the Data Set window. See Change Table Joins and Linked Fields.

                                                                                                      5. If you do not want to define a table relationship, click Cancel.

                                                                                                        If you click the Cancel button, the field you added is still added to the report output, and the new table is added to the report as another primary table. However, there will not be a relationship between this table and the other tables in the report until you manually define the relationship from the Data Set window. You will not be able to save the report until you define this relationship. See Editing Table Relationships.
                                                                                                      6. Click OK to save the table relationship.

                                                                                                        Define Intermediate Table Joins

                                                                                                        Tables that are not directly linked together in the database can still be joined by going through intermediate tables that are common to both.

                                                                                                        If you attempt to use fields from two tables related to different areas of the application, it may not be possible to join them using an intermediate table. In these instances, both tables will be considered primary tables in the report and you will need to manually edit the table relationships before you can save the report. However, if you encounter this scenario, we recommend reconsidering the report’s design since a single report is not intended to report on unrelated information.
                                                                                                        1. Add a column or filter to the report that requires an intermediate table join.

                                                                                                          The Select Intermediate Table and Join window opens.
                                                                                                        2. In the Join From column, select the option next to the table you want to join the new table to.

                                                                                                        3. In the Intermediate Table column, select the option next to the table you want to use as the intermediate table to join the new table with the table selected in the Join From column.

                                                                                                        4. In the First Join column, click the drop-down menu and select the fields you want to join from the intermediate table and the table selected in the Join From column.

                                                                                                        5. In the Second Join column, click the drop-down menu and select the fields you want to join from the intermediate table and the new table you’re adding.

                                                                                                          The join tree you define displays on the window.
                                                                                                        6. To prevent the Select Intermediate Table and Join windows from displaying again when editing the current report, select the Do Not Show This Dialog Again check box.

                                                                                                          If you then add another field that requires defining an intermediate table relationship, you need to define the relationship from the Data Set window.
                                                                                                        7. Click OK to save the intermediate table join.

                                                                                                        Adding and Editing Charts

                                                                                                        You can add charts to your reports to provide the audience with graphical representations of the report’s data.

                                                                                                        Using charts, you can clearly compare data or highlight trends or patterns in the data. For example, a pie chart could show comparisons in the number of incidents assigned to staff accounts in the previous week, or you could use a bar chart to show incident activity over a period of time.

                                                                                                        You can manually add charts to reports, or you can use a chart table layout to automatically add generic charts with preconfigured positions. You edit charts with the Chart Wizard, to select the chart type, the data used in the chart, labels for the chart, and other settings. In addition, you can change the appearance of charts, including fonts, colors, and other attributes.

                                                                                                        Note: Each report level can have a maximum of twenty charts.

                                                                                                          Manually Add a Chart

                                                                                                          When you manually add a chart to a report, you can define all the chart elements, determine how the chart should be sized, and where it should be located in the report.

                                                                                                          This procedure describes adding charts using the buttons on the Insert tab. You can also add charts by selecting the Charts report section, clicking the Options tab, and clicking Add Chart to open the Chart Wizard. See Add or Edit a Chart with the Chart Wizard.
                                                                                                          1. Open the report you want to edit.

                                                                                                          2. If your report has multiple output levels, select the level you want to add the chart to from the Level drop-down menu at the top of the design surface.

                                                                                                          3. Click the Insert tab.

                                                                                                            Buttons for the types of charts you can add to the report are displayed on the tab’s Chart group.
                                                                                                          4. Click the button for the chart type you want to add and select the chart subtype you want to add to your report.

                                                                                                            See Add or Edit a Chart with the Chart Wizard for descriptions of the available chart types.
                                                                                                          5. Click the Charts report section to add the chart to the report.

                                                                                                            The Chart Wizard opens.
                                                                                                          6. Configure the chart and select a chart style with the Chart Wizard.

                                                                                                            Note: If you have applied a report style to the report, the chart style that is associated with the report style is used by default. You can select a different chart style on the Chart Wizard or by clicking the Chart Style button on the Design tab. See Apply a Style to a Report.
                                                                                                          7. Apply any custom style attributes you want for the chart from the ribbon’s Design, Layout, and Format tabs.

                                                                                                            For information about the options available on these tabs, see Create or Edit a Chart Style.
                                                                                                          8. To enable automatic positioning and sizing for your chart, edit style options for the chart’s report section.

                                                                                                          9. Repeat all steps to add additional charts to your report.

                                                                                                            Add Charts Using Chart Layouts

                                                                                                            If you do not want to manually place charts in your report, you can add them using chart table layouts.

                                                                                                            When you use a layout, charts are automatically added to your report and are given optimal placement. In addition, the charts are automatically sized in your report.
                                                                                                            1. If the Charts report section is not displayed on the report level, click the Display tab and select the Charts check box.

                                                                                                            2. Click the Charts report section on the design surface to select it.

                                                                                                            3. Click Automatic on the Options tab to apply automatic formatting to the report section. See Edit Section Styles.

                                                                                                            4. Click Layouts to view chart section layouts.

                                                                                                            5. Click one of the table layouts to apply it to the current output level. The table layout you select determines how many blank charts are added to your report and how they are arranged.

                                                                                                            6. Do one of the following:

                                                                                                              • Right-click a blank chart on the design surface and select Edit Chart to configure the chart with the Chart Wizard. See Add or Edit a Chart with the Chart Wizard.
                                                                                                              • Select a chart on the design surface, click the Design tab, click Type, and select the chart type and subtype you want to use.
                                                                                                              The wizard opens automatically if the new chart type requires different source data than the previous chart type.
                                                                                                            7. To change data options for a chart type that does not require different source data, click Define Data Source to manually open the Chart Wizard.

                                                                                                            Add or Edit a Chart with the Chart Wizard

                                                                                                            You can use the Chart Wizard to create and customize charts for a report.

                                                                                                            The Chart Wizard displays a series of windows for customizing charts. The first window displays the list of available chart types and subtypes. Each successive window contains additional options for customizing your chart. The available options on each succeeding window depend on the chart type and subtype selected.
                                                                                                            1. Add or edit a chart to open the Chart Wizard.

                                                                                                            2. Click the Chart Type drop-down menu to select the chart type you want to use.

                                                                                                              Table Chart Types

                                                                                                              Chart Type Description
                                                                                                              Vertical Bar Vertical bar charts display data as a series of vertical bars. Subtype options can display the chart with single or stacked bars and as two- or three-dimensional.
                                                                                                              Horizontal Bar Horizontal bar charts display data as a series of horizontal bars. Subtype options can display the chart with single or stacked bars and as two- or three-dimensional.
                                                                                                              Pie Pie charts display data as a percentage of a whole. Subtype options can display two- or three-dimensional pie charts or doughnut charts.
                                                                                                              Line Line charts display data as a series of points connected by a line. Subtype options can display the chart as two- or three-dimensional.
                                                                                                              Line/Bar Combo Line/bar combo charts display both a line chart and a vertical bar chart. Subtype options can display the chart with single or stacked bars and as two- or three-dimensional.
                                                                                                              Area Area charts display data as areas on an x- and y-axis. Subtype options can display the chart as two- or three-dimensional.
                                                                                                              X—Y X-Y charts display data as a series of plotted points. Subtype options can display the plotted points as points, lines, or bubbles and as two- or three-dimensional.
                                                                                                              Radar Radar charts display data in a radar format. Numeric values are plotted at markers on the perimeter.
                                                                                                              Stock Stock charts display the minimum and maximum values for data. Subtype options can display the chart using squares or lines to represent the high and low points of each plot.
                                                                                                              Pareto Pareto charts display data in descending order with an ascending plot line for cumulative percentage. Subtype options can display the chart as two- or three-dimensional.
                                                                                                              Gauge

                                                                                                              Gauge charts display a numeric value as a percentage of a whole. Subtype options can display the chart as a gradation bar or a simple color meter.

                                                                                                              Gauge charts cannot be used in reports that contain non-aggregate columns.

                                                                                                              Funnel Funnel charts display data as areas shown in ascending or descending order. Subtype options can display two- or three-dimensional funnel or pyramid charts.
                                                                                                              Gantt Gantt charts display time lines for completion of scheduled tasks. Subtype options can display the chart as two- or three-dimensional.
                                                                                                            3. Select one of the chart subtypes from the Chart Subtype section.

                                                                                                            4. Click Next to open the Source Data window.

                                                                                                              The source data options let you specify the data to display in the chart. For example, if creating a vertical bar chart, you can specify a column to use as the chart’s category value, displaying on the x-axis, and the column to use as the chart’s series value, displaying on the y-axis. The wizard also displays a sample chart to help you identify chart elements.

                                                                                                            5. Enter field information.

                                                                                                              Table Select Source Data

                                                                                                              Field Description

                                                                                                              Available Columns

                                                                                                              This field displays the columns you have added to the report level that can be used in the chart.

                                                                                                              If you have not yet added columns to the report, you can click this area to open the Column Definition window. See Add a Column to a Report.

                                                                                                              Add Column

                                                                                                              Click this text to open the Column Definition window to add a column to your report level. This option provides a method to add columns if your report level does not have any columns or does not include a column you want to use for your chart. See Add a Column to a Report.

                                                                                                              Add a Column for the Category Value

                                                                                                              Select one or more columns from Available Columns and either drag them or click the arrow to move them to this grid. Columns added to this grid are used as categories in your chart. To remove a column, drag it back to the Available Columns section or select the column and press Delete.

                                                                                                              To move the column, click the up or down icons to move the column one position.

                                                                                                              This option is not available for Pie, Gauge, and Funnel charts.

                                                                                                              Add One or More Series

                                                                                                              Select one or more columns from Available Columns and either drag them or click the arrow to move them to this grid. Columns added to this grid are used as series in your chart. To remove a column, drag it back to the Available Columns section or select the column and press Delete. Only numeric columns can be used as series.

                                                                                                              To move the column, click the up or down icons to move the column one position.

                                                                                                              This option is not available for Gauge and Line/Bar Combo charts. In addition, Pie and Funnel charts accept only one series.

                                                                                                              Define Series

                                                                                                              This section allows you to manually choose the output columns or column values to use for the series.

                                                                                                              This section is not available for Pie, Line/Bar Combo, X-Y, Stock, Pareto, Gauge, and Funnel chart types.

                                                                                                              By Manually Selecting from Available Columns

                                                                                                              Select this option to manually select the columns used as values in the chart. For example, if you were reporting on incident statistics for different products, you could define the category as “Products” and the series as “Unresolved Incidents” and “Solved Incidents.” The category axis would display each product and the value axis would display a list of values. Each product would have two bars: one for unresolved incidents and one for solved incidents.

                                                                                                              Using Values From

                                                                                                              Select this option to choose the output column that is used to automatically populate values for the series. For example, if you were reporting on incident statistics for different products and assigned to different groups, you could define the category as “Products” and the series as “Unresolved Incidents.” If you selected groups from the drop-down menu associated with this option, each group would be used as a bar chart for each product. The category axis would display each product and the value axis would display a list of values (unresolved incidents). Each product would have bars for each group.

                                                                                                              Get Labels From

                                                                                                              Select one or more columns from Available Columns and either drag them or click the arrow to move them to this grid. Columns added to this grid are used as labels in your chart. Labels represent each piece of the pie. To remove a column, drag it back to the Available Columns section or select the column and press Delete.

                                                                                                              This option is available only for Pie and Funnel charts.

                                                                                                              Add Line Series

                                                                                                              Select one or more columns from Available Columns and either drag them or click the arrow to move them to this grid. Columns added to this grid are used as the line series in your chart. To remove a column, drag it back to the Available Columns section or select the column and press Delete. Only numeric columns can be used as series.

                                                                                                              This option is available only for Line/Bar Combo charts.

                                                                                                              Add Bar Series

                                                                                                              Select one or more columns from Available Columns and either drag them or click the arrow to move them to this grid. Columns added to this grid are used as the bar series in your chart. To remove a column, drag it back to the Available Columns section or select the column and press Delete. Only numeric columns can be used as series.

                                                                                                              This option is available only for Line/Bar Combo charts.

                                                                                                              Select Gauge Series

                                                                                                              Select one or more columns from Available Columns and either drag them or click the arrow to move them to this grid. Columns added to this grid are used as series in your chart. To remove a column, drag it back to the Available Columns section or select the column and press Delete. Only numeric columns can be used as series.

                                                                                                              This option is available only for Gauge charts.

                                                                                                              Select Line Series

                                                                                                              Select one or more columns from Available Columns and either drag them or click the arrow to move them to this grid. Columns added to this grid are used as the line series in your chart. To remove a column, drag it back to the Available Columns section or select the column and press Delete. Only numeric columns can be used as series.

                                                                                                              This option is available only for X-Y charts with a combo subtype.

                                                                                                              Add Bubble Series

                                                                                                              Select one or more columns from Available Columns and either drag them or click the arrow to move them to this grid. Columns added to this grid are used as the bubble series in your chart. To remove a column, drag it back to the Available Columns section or select the column and press Delete. Only numeric columns can be used as series.

                                                                                                              This option is available only for X-Y charts with bubble or combo subtypes.

                                                                                                              Add Bubble Values

                                                                                                              Select one or more columns from Available Columns and either drag them or click the arrow to move them to this grid. Columns added to this grid are used as bubble values in your chart. To remove a column, drag it back to the Available Columns section or select the column and press Delete.

                                                                                                              This option is available only for X-Y charts with bubble or combo subtypes.

                                                                                                              Category Axis Series

                                                                                                              Select a column to use as the category for the chart from this drop-down menu.

                                                                                                              This option is available only for Gantt charts.

                                                                                                              Select Progress Series

                                                                                                              Select a column to use as the progress series for the chart from this drop-down menu. Only integer columns can be selected for the progress series.

                                                                                                              This option is available only for Gantt charts.

                                                                                                              Select Start Date Series

                                                                                                              Select a column to define the start date series from this drop-down menu. Only date columns can be selected for the start date series.

                                                                                                              This option is available only for Gantt charts.

                                                                                                              Select End Date Series

                                                                                                              Select a column to define the end date series from this drop-down menu. Only date columns can be selected for the start date series.

                                                                                                              This option is available only for Gantt charts.

                                                                                                            6. Click Next to define general chart settings.

                                                                                                            7. Enter field information.

                                                                                                              Table General Chart Settings

                                                                                                              Field Description

                                                                                                              Chart Title

                                                                                                              Enter the title of the chart in this text box.

                                                                                                              Category Axis Label

                                                                                                              Enter the label of the category axis in this text box.

                                                                                                              This option is not available for Pie, Radar, Gauge, or Funnel charts.

                                                                                                              Value Axis Label

                                                                                                              Enter the label of the value axis in this text box.

                                                                                                              This option is not available for Pie, Line/Bar Combo, Radar, Gauge, or Funnel charts.

                                                                                                              Bar Value Axis Label

                                                                                                              Enter the label for the chart’s bar value.

                                                                                                              This option is available only for Line/Bar Combo charts.

                                                                                                              Line Value Axis Label

                                                                                                              Enter the label for the chart’s line value.

                                                                                                              This option is available only for Line/Bar Combo charts.

                                                                                                              Sync Bar Line Scales

                                                                                                              Select this check box to use the same range for the chart’s bar and line scales.

                                                                                                              This option is available only for Line/Bar Combo charts.

                                                                                                              Chart Style

                                                                                                              Click the underlined text to select a chart style for the chart. The chart style you select appears on the sample chart displayed on the Chart Wizard.

                                                                                                              After you apply a chart style, you can customize the style options for the chart editing using options on the ribbon’s Design, Layout, and Format tabs. See Chart Styles Explorer.

                                                                                                              Scale

                                                                                                              Specify the scale used by the chart in this section.

                                                                                                              This option is not available for Pie, Radar, or Funnel charts.

                                                                                                              Default

                                                                                                              Select this option to use the scale values specified in the selected chart style.

                                                                                                              Custom

                                                                                                              Select this option to define a custom scale for the chart. For example, if the values listed in a chart range from 10 to 50, you can create a custom scale to use these values as the scale’s start and end points to prevent the chart from displaying ranges with no data.

                                                                                                              Scale Start/Scale End

                                                                                                              Enter the starting value (lowest value) and ending (highest value) for the chart’s scale in these fields.

                                                                                                              These options are enabled only when defining a custom scale.

                                                                                                              Gauge Color Ranges

                                                                                                              Add color ranges and define range colors in this section. Color ranges can be used to display numeric ranges in different colors. For example, a range of 0-33 could be green, 34-65 could be yellow, and 66-100 could be red.

                                                                                                              This option is available only for Gauge charts.

                                                                                                              Add Range

                                                                                                              Click this text to add a color range.

                                                                                                              A maximum of five ranges can be shown on the gauge. The range values cannot contain gaps or overlap.

                                                                                                              Remove Range

                                                                                                              Click this text to remove a range you have added.

                                                                                                              Minimum/Maximum

                                                                                                              Enter the starting and ending values for the range in these fields.

                                                                                                              Start Color/End Color

                                                                                                              Click these color boxes to select colors to indicate the start and end points of the range.

                                                                                                            8. Click Finish to save your chart.

                                                                                                              You can edit or delete any chart you add by right-clicking the chart on the design surface and selecting the appropriate option. You can also click the chart on the design surface and edit the chart with options available on the Design, Layout, and Format tabs. See Create or Edit a Chart Style for information about the options on these tabs.

                                                                                                            Modifying Chart Placement and Sizing

                                                                                                            The Charts report section can be configured to use automatic or manual section layouts.

                                                                                                            Each type of layout for the report section affects the display of data in your charts. When the Charts section has a manual layout, you can select a chart on the report section and drag it to reposition it. You can also select a chart and drag the handles on the chart’s outline to resize the chart. When you specify a specific chart size using a manual layout, the data displayed on the chart is adjusted to fit the chart. A large chart displaying a small amount of data may appear too large. Also, a small chart displaying a large amount of data can be difficult to read since the data is compressed to fit the chart.

                                                                                                            However, when using an automatic section layout, charts you add are automatically sized to best display the data initially presented in the charts. In addition, when you adjust the report’s search parameters, the charts are automatically resized to ensure that all the data is clearly displayed. For example, if your chart shows incidents created over a date interval, and the report’s interval is adjusted to a longer period, the chart automatically expands to clearly display all the additional intervals shown in the report.

                                                                                                            Report Filters

                                                                                                            You add filters to a report to limit the data the report returns.

                                                                                                            If filters were not used, a report that included information from a table would return all the records in that table every time you run the report. Some filters set hard limits on what the report can return, and other filters can be selected when you run the report so you can look at different records. Filters also help improve report performance by preventing the report from examining data you do not want included in the report.

                                                                                                            You can restrict the data returned in a report using the following filters.

                                                                                                            • Report fixed filters—Fixed filters restrict the data the report can access. Fixed filters cannot be changed or edited when the report is run. See Create a Fixed or Run-Time Selectable Filter.

                                                                                                            • Report runtime selectable filters—Run-time filter values can be changed from their default values when running a report. This lets you run the report to view data about records that share the values selected in the filter and then immediately run the report again with different values selected in the filter. See Create a Fixed or Run-Time Selectable Filter.

                                                                                                            • Level filters—Level filters are fixed or runtime selectable filters that limit data at the individual output levels. Level filters can restrict data from appearing in one level, while allowing it to be returned in other levels in the same report. See Create a Level Filter.

                                                                                                            • Group filters—Group filters are applied to an output level’s grouped data to filter out certain groups from displaying in the report level’s output. See Create a Group Filter.

                                                                                                            • Join filters—Join filters restrict data returned in the secondary table of outer table joins. See Creating Join Filters.
                                                                                                            Tip: Each report can have up to 100 report filters and each output level in a report can have 100 level filters and one hundred group filters.

                                                                                                              Create a Fixed or runtime Selectable Filter

                                                                                                              Report filters limit the data that can be returned in any level of a report.

                                                                                                              Report filters can be fixed or runtime selectable. These filters are similar in that both restrict the data that is returned in the report according to what the filter allows and are created in the same way. However, runtime filters can be changed when the report is run, whereas fixed filters cannot.

                                                                                                              runtime filters values can be changed by anyone viewing the report, either from the Search window or from docked filters, to return different data each time someone runs the report. Fixed filter values cannot be changed when the report is run, which allows you to restrict the data that report users can view.

                                                                                                              Most reports used on workspaces automatically attempt to filter on the record shown in the workspace to display only information that is related to the record. For this reason, when creating reports for use on workspaces, we recommend including a filter based on the unique identifier for the primary type of record shown in the workspace. For example, a report used on an incident workspace could filter on the incident ID field (incidents.i_id).

                                                                                                              1. Open the report you want to edit.

                                                                                                              2. Click the Home tab.

                                                                                                              3. Click Add Filter.

                                                                                                              4. Enter field information.

                                                                                                                Table Add Filter Window

                                                                                                                Field Description

                                                                                                                Name

                                                                                                                Enter a name for the filter in this field. The name identifies the filter on the report designer but does not display when the report is run. Entering a value for this field is optional. If a name is not entered, the name defaults to the name of the filter’s database field.

                                                                                                                Make This Filter Selectable at runtime

                                                                                                                Select this check box to make the field a runtime selectable filter. If this check box is cleared, the filter becomes a fixed filter.

                                                                                                                Label This Filter

                                                                                                                Enter a label for the filter in this text field. This label displays on the Search window when the report is run.

                                                                                                                Required

                                                                                                                Select this check box to require the report’s user to enter a value for the filter when running the report. If this option is selected, the Search window opens automatically when the report is opened and the filter’s value must be specified before results are returned.

                                                                                                                Expression*

                                                                                                                Enter the expression you want to use for the filter in this field. You can right-click to select from a list of database tables, fields, and functions, or you can enter the expression. A menu displays when you start entering text that lists the database tables that begin with the letters you enter. You can either continue typing the expression or select a table and field from the list. For descriptions of the types of columns and functions you can use in the expression, see Add a Column to a Report.

                                                                                                                The maximum number of characters allowed in the expression field is 3,500. You can use replacement variables to create expressions that require more characters. See Add Report Variables.

                                                                                                                Only indexed database fields are available for use in filters.

                                                                                                                Use Data Dictionary

                                                                                                                Click this text to open a window containing the data dictionary tree where you can select fields, functions, and variables for the expression.

                                                                                                                Operator

                                                                                                                Select the operator to use with the expression. The available operators vary depending on the type of field used in the expression. See Filter Operators for descriptions of operators.

                                                                                                                Value

                                                                                                                Enter the value for the filter. If you’re creating a runtime filter, this value is the filter’s default value that can be changed when the report is run. If you’re creating a fixed filter, this is the filter value the report uses when it is run.

                                                                                                                The available options in the Value field change depending on the type of field and the operator you select. For example, a menu field’s values display in a drop-down menu, whereas a date field’s values display date and time options. Text area fields are not available for use in report filters.

                                                                                                                Customize

                                                                                                                Click this text when using In List or Not in List operators with menu fields to select menu options you want displayed to the report’s audience. See Change Menu Filter Options.

                                                                                                              5. Click OK to save the filter.

                                                                                                              6. Click Save on the Quick Access toolbar to save the changes to the report.

                                                                                                                Change Menu Filter Options

                                                                                                                You can hide selected report runtime filter menu options.

                                                                                                                In some instances, you may have runtime filters that display a large number of menu options. If the staff members using the report do not need to see all the menu options, you can hide the ones that are irrelevant to them to make it easier to navigate the menu list. For example, if an incidents report includes a filter on the assigned group, and some staff members don’t need to see incidents assigned to particular groups, you can hide those groups in the filter.

                                                                                                                Tip: If you need a report to display different menu options to different audiences, create a copy of the original report for each audience and choose the menu options you want in each of the new reports. You can then specify which profiles have permission to open each report. See Copy Analytics Content and Specify Report Permissions.
                                                                                                                1. Open the report on the report designer.

                                                                                                                2. Click Filters on the ribbon’s Home tab, select the filter you want to customize, and select Edit Filter.

                                                                                                                  The Edit Filter window displays the filter details.
                                                                                                                3. Click Customize.

                                                                                                                  The Customize Filter Values window opens.
                                                                                                                4. Clear the check boxes next to the menu options you do not want to display.

                                                                                                                5. Click OK to save the change.

                                                                                                                6. Click OK to close the Edit Filter window.

                                                                                                                7. Save the changes to the report.

                                                                                                                  Create a Level Filter

                                                                                                                  Level filters are similar to the filters that are applied to the main report.

                                                                                                                  While report filters are applied to the report as a whole, restricting the data that is returned at any level in the report, level filters are applied to individual output levels and only restrict the data returned at the level where they are created. If the report has multiple output levels, the other levels are not subject to the level filters applied to other levels in the report.

                                                                                                                  1. Open the report you want to edit.

                                                                                                                  2. Select the level you want to add the filter to from the Level drop-down menu at the top of the design surface.

                                                                                                                  3. Click the Level tab.

                                                                                                                  4. Click Add Level Filter.

                                                                                                                    The Add Filter window opens.
                                                                                                                  5. Enter field information described in Create a Fixed or Run-Time Selectable Filter.

                                                                                                                  6. Click OK.

                                                                                                                  7. Click Save on the Quick Access toolbar to save the changes to the report.

                                                                                                                    Create a Group Filter

                                                                                                                    Group filters can be used in output levels with grouped data to prevent rows with a certain number of grouped items from displaying.

                                                                                                                    For example, an output level that returns rows showing the number of unresolved incidents for each staff member could have a group filter to display only rows for staff members with more than ten unresolved incidents. Group filters can be fixed or runtime selectable.

                                                                                                                    1. Open the report you want to edit.

                                                                                                                    2. Select the level you want to add the filter to from the Level drop-down menu at the top of the design surface.

                                                                                                                    3. Click the Level tab.

                                                                                                                    4. Click Add Group Filter.

                                                                                                                      The Add Filter window opens.
                                                                                                                    5. Enter field information described in Create a Fixed or Run-Time Selectable Filter.

                                                                                                                      Note: The filter options for group filters are identical to those for filters applied to the overall report. However, you generally want group filters to filter on the results in the output level’s aggregate column. For example, if the aggregate column in your report counts the number of unresolved incidents a staff member has with count (incidents.i_id), then the group filter’s expression could be count (incidents.i_id) > 10, to return rows for staff members with more than ten incidents.
                                                                                                                    6. Click OK.

                                                                                                                    7. Click Save on the Quick Access toolbar to save the changes to the report.

                                                                                                                      Filter Operators

                                                                                                                      The operator you select when creating filters greatly impacts the data that is returned, so it is important to understand the functionality of each operator.

                                                                                                                      The types of operators available for a filter depend on the data type of the filter’s expression.

                                                                                                                      Table Filter Operators

                                                                                                                      Operator Description

                                                                                                                      equals

                                                                                                                      The expression matches the value exactly, including case.

                                                                                                                      When using this operator with menu fields, you can quickly locate the menu item you want by entering the first few characters of the item’s name. Menu items that do not start with the text you type are removed from the list.

                                                                                                                      not equals (exclude No Value)

                                                                                                                      The expression does not match the value exactly, including case. This operator excludes any values of No Value (Null). For example, a report with a filter of field X not equals (exclude No Value) Y cannot return any records with a value of Y or No Value in field X.

                                                                                                                      When using this operator with menu fields, you can quickly locate the menu item you want by entering the first few characters of the item’s name. Menu items that do not start with the text you type are removed from the list.

                                                                                                                      not equals (include No Value)

                                                                                                                      The expression does not exactly match the value, or is No Value (Null). For example, a report with a filter of field X not equals (include No Value) Y cannot return records with a value of Y, but does return records with a value of No Value.

                                                                                                                      When using this operator with menu fields, you can quickly locate the menu item you want by entering the first few characters of the item’s name. Menu items that do not start with the text you type are removed from the list.

                                                                                                                      less than

                                                                                                                      The expression is less than the value.

                                                                                                                      less than or equals

                                                                                                                      The expression is less than or equal to the value.

                                                                                                                      greater than

                                                                                                                      The expression is greater than the value.

                                                                                                                      greater than or equals

                                                                                                                      The expression is greater than or equal to the value.

                                                                                                                      between

                                                                                                                      The expression is between two specified values. The between operator is available to use with date, currency, and numeric (integer and float) expressions.

                                                                                                                      When using this operator with a date expression, records matching the beginning value’s date and time are returned, but those matching the ending value’s date and time are not. This prevents records from being displayed twice on a report that is run once to view records created between 9:00 AM and 10:00 AM, and run again to view records created between 10:00 AM and 11:00 AM, for example.

                                                                                                                      like

                                                                                                                      The expression matches any part of the value. When using the Like operator, you should use the % wildcard symbol to offset your value. For example, if you were looking for all fields that contain “all,” you should type %all% in the field.

                                                                                                                      not like

                                                                                                                      The expression does not match any part of the value. Wildcard characters are supported.

                                                                                                                      not like or null

                                                                                                                      The expression does not match any part of the value, or is a null value.

                                                                                                                      This operator is not available in runtime selectable filters.

                                                                                                                      in list

                                                                                                                      The expression values you want to search for are specified by selecting check boxes in a menu. The selected options are displayed in a separate Selected Items list to assist you when selecting from menus with a large number of options.

                                                                                                                      When using this operator with menu fields, you can quickly locate the menu item you want by entering the first few letters of the value you want in the filter’s Search Text field. To view the menu options you have selected from a long menu list, click the splitter bar to the right of the list.

                                                                                                                      When using this operator with integer fields, the numbers in the Value field must be comma-separated. When using this operator with text fields, the text strings in the Value field must be comma-separated and each text string must be offset by single quotes (for example, ‘red’,’green’,’orange’). Spaces between entries are ignored.

                                                                                                                      not in list

                                                                                                                      The expression values you do not want to search for are specified by selecting check boxes in a menu. The selected options are displayed in a separate Selected Items list to assist you when selecting from menus with a large number of options. This operator is available only with menu field expressions.

                                                                                                                      When using this operator with menu fields, you can quickly locate the menu item you want by entering the first few letters of the value you want in the filter’s Search Text field. To view the menu options you have selected from a long menu list, click the splitter bar to the right of the list.

                                                                                                                      When using this operator with integer fields, the numbers in the Value field must be comma-separated. When using this operator with text fields, the text strings in the Value field must be comma-separated and each text string must be offset by single quotes (for example, ‘red’,’green’,’orange’). Spaces between entries are ignored.

                                                                                                                      is null

                                                                                                                      The expression has a null value.

                                                                                                                      This operator is not available in runtime selectable filters.

                                                                                                                      is not null

                                                                                                                      The expression does not have a null value.

                                                                                                                      This operator is not available in runtime selectable filters.

                                                                                                                      Complex Expression

                                                                                                                      The expression matches any part of the value. This operator allows wildcard searching using an asterisk (*) at the end of a word or partial word and a tilde (~) before a word to perform a similar phrases search on that word only. See Search for a Record from a Report.

                                                                                                                      Not Complex Expression

                                                                                                                      The expression does not match the complex expression in the value. The Not Complex Expression operator is available only with text field expressions.

                                                                                                                        Edit a Logical Expression

                                                                                                                        You can modify the logical expressions that join filters in a report.

                                                                                                                        When you add multiple fixed or runtime filters at the same level in a report, the filters are automatically joined together with a logical expression. This defines how the filters should work together to return data. By default, the logical expression uses Boolean AND logic rather than OR logic. If you have a filter of incidents.status_id = Solved and a filter of incidents.queue_id = Queue A, the logical expression is incidents.status_id = Solved AND incidents.queue_id = Queue A.This expression would result in the report returning only solved incidents that are in Queue A.

                                                                                                                        If the default logical expression does not suit your needs, you can modify the expression from the Edit Logical Expression window. You can also delete, edit, and add filters from this window if you decide your existing filters need to be changed while editing the logical expression. Report filters, level filters, and group filters are joined with separate logical expressions, though each expression is edited in the same manner.

                                                                                                                        1. Open the report you want to edit.

                                                                                                                        2. Open the Edit Logical Expression window for the report filters, level filters, or group filters, depending on the type of filters you want to change the expression for.

                                                                                                                          • To open the Edit Logical Expression window for report filters, click Filters on the ribbon’s Home tab.

                                                                                                                          • To open the Edit Logical Expression window for level filters or group filters, select the report level you want from the Level drop-down menu at the top of the design surface. Click the Level tab and then click the Level Filters or Group Filters button.

                                                                                                                          When you add filters, they are automatically joined with AND logic and display in an AND tree. runtime selectable filters are displayed in the tree along with fixed filters, which have an icon displaying a lock.

                                                                                                                        3. To add a filter joined with OR logic to the logical expression.

                                                                                                                          1. Click Add OR Node.

                                                                                                                            The node is added to the logical expression.

                                                                                                                          2. Click the filter that should be joined with OR logic and drag it to the new OR node.

                                                                                                                          When you add nodes to the expression, the nodes are displayed in a tree structure, with filters displayed either in an AND node or an OR node. Filters in the same AND node are joined to each other using AND logic. Filters in the same OR node are joined to each other using OR logic.

                                                                                                                        4. To negate a filter, select the filter and click Negate Filter. To negate a node in the expression, select the node and click Negate Expression.

                                                                                                                          A negated filter or node displays on the Edit Logical Expression window with an exclamation mark. Negated filters and nodes add NOT logic to the filter. For example, if your filter is incidents.status_id=Solved and you negate the filter, the filter becomes incidents.status_id NOT=Solved.

                                                                                                                        5. To add a new filter, select the node you want to add the filter to and click Add Filter. See Create a Fixed or Run-Time Selectable Filter.

                                                                                                                        6. To edit a filter, select the filter you want to edit and click Edit Filter. See Create a Fixed or Run-Time Selectable Filter for information about editing filters.

                                                                                                                        7. To delete a filter, select the filter you want to remove and click Delete Filter.

                                                                                                                          Note: If the filter you delete uses a table that is no longer needed in the report, you should remove the table from the report to help the report run efficiently. See Change Table Joins and Linked Fields.
                                                                                                                        8. To display the filters’ field definitions rather than their names, click Display Filter Descriptions.

                                                                                                                          The Edit Logical Expression window is updated to display the filters’ definitions. To display the filters’ names again, click Display Filter Names.
                                                                                                                        9. To view a text definition of the current filters’ logical expression, click View Text Definition.

                                                                                                                        10. Click OK to close the Text Definition window.

                                                                                                                        11. Click OK on the Edit Logical Expression window to save the logical expression.

                                                                                                                        12. Click Save on the Quick Access toolbar to save the changes to the report.

                                                                                                                          Combine runtime Selectable Filters

                                                                                                                          When your report includes multiple runtime selectable filters that expect the same type of search input, you can combine the filters to display a single search field on the report’s Search window or docked filters.

                                                                                                                          This lets report users enter one search value to search by two or more filters simultaneously. For example, you could have one search field to search by contacts’ first names, last names, and organizations’ names.

                                                                                                                          The combined filters can be joined using AND or OR logical expressions. Using AND logic, the search value you enter must match values in all the combined fields to return results. Using OR logic, the search value you enter needs to match a value in only one of the combined fields. By default, filters are joined using AND logic. See Edit a Logical Expression.

                                                                                                                          runtime selectable filters that have the same data type, operator, and search options, such as items in a menu field, can be combined. You can combine multiple report filters and multiple level filters, though you cannot combine report filters with level filters.

                                                                                                                          1. Create a runtime selectable filter. See Create a Fixed or Run-Time Selectable Filter.

                                                                                                                          2. Create a second runtime selectable filter.

                                                                                                                            This filter must have the same name as the other filter you are combining. In addition, the two filters must use the same operator and must be of the same data type. For example, you can combine two integer fields, but you cannot combine an integer field with a menu field.

                                                                                                                            Add Variables or runtime Filters to Docked Filters

                                                                                                                            Variables and runtime filters can be added to docked filters to make them easier to access when viewing reports.

                                                                                                                            Report users can change variable and filter values using the Search window. However, they can also be added to an output level’s docked filters.
                                                                                                                            1. Open the report you want to edit.

                                                                                                                            2. Click the Home tab.

                                                                                                                            3. Click the arrow on the Views button and select Data Set View.

                                                                                                                              Using the data set view, you can see every filter and variable in your report, and you can select them on the design surface for editing.
                                                                                                                            4. Click a filter or variable on the design surface.

                                                                                                                            5. Click the Design tab.

                                                                                                                            6. Select the Display in Docked Filters check box.

                                                                                                                              You can double-click docked filters and variables shown on the design surface to open them for editing.
                                                                                                                            7. Click Save on the Quick Access toolbar to save the changes to the report.

                                                                                                                            When you run your report or view it using a different view, the filters and variables you selected in the Docked Filters report section display at the top of the report.

                                                                                                                              Modifying the Search Window

                                                                                                                              The Search window you use to search for information in a report or dashboard displays the filters and variables you specify. You can place these where you want, and size the window to suit your needs.

                                                                                                                              By default, the controls for the filters and variables have fixed sizes and are grouped by the type of input field they use. For instance, filters for text fields are grouped together as are filters for menu fields. The contents of each group are further arranged according to the operators used by each field in the group. The controls on a dashboard’s Search window are also grouped by the items common to all reports on the dashboard, and those that are specific to individual reports (see Searching Dashboard Reports).

                                                                                                                              If the default layout of your report’s Search window does not meet your needs, you can size and organize the window’s contents to ensure that they display as you want them to. For example, you can place the filters you regularly use before the filters with default values you seldom change. In addition, you can manage whitespace on the window by stacking smaller filters and wrapping date range filters.

                                                                                                                              When you customize a Search window layout from the report or dashboard designer, the layout you save is used as the default layout for all users of the report or dashboard. However, they can also customize the layout and then save it to their local workstation so they see the same layout when they next open the report or dashboard.

                                                                                                                              Note: If you define a custom layout for a report that is later modified on the report designer, any changes made to the report will not overwrite the layout you define. If new filters are added to the report, they will display last in the user’s customized layout, and any filters deleted from the report will disappear from the layout.
                                                                                                                              Modify the Search Window

                                                                                                                              You can customize the Search window you use to search for information in a report or dashboard.

                                                                                                                              1. Open the search designer.

                                                                                                                                • To open the search designer when viewing a report or dashboard, open the Search window and click the gear icon next to Settings in the lower left of the window. See Searching in Reports and Searching Dashboard Reports.

                                                                                                                                  Or

                                                                                                                                  Click Settings and select Enter Search Design Mode.

                                                                                                                                • To open the search designer when editing a report, add the filters you want to the report, click the arrow on the Home tab’s Filters button, and select Search Designer.

                                                                                                                                  Or

                                                                                                                                  Click the arrow on the Home tab’s Filters button to open the Edit Logical Expression window and click Search Designer.

                                                                                                                                • To open the search designer when editing a dashboard, click Parameters Values and click the gear icon next to Settings. Dashboard filters are grouped by filters common to multiple reports and filters unique to individual reports. When configuring the search layout for a dashboard, you cannot move filters between the groups.

                                                                                                                              2. To move a filter, hover over it. The active filter is outlined and the cursor displays as positioning arrows. Drag the filter to the position you want. Blue indicators display, showing you where the filter will be placed.

                                                                                                                              3. To resize a filter, hover over a border of the filter and then drag the border until the filter is sized as you want.

                                                                                                                              4. To stack two or more filters together so you can move or resize them together, drag one of the filters immediately below another. An icon displays at the bottom of the stack, as shown in the following figure.


                                                                                                                                This figure shows the icon that displays at the bottom of the stack after completing Step 4.
                                                                                                                                1. To move the stacked filters as a group, click the icon and then drag the filters where you want.

                                                                                                                              5. To save the layout you configured when editing a report or dashboard, click Set as Default Layout for All Users.

                                                                                                                                The search designer closes. After you save the report or dashboard, the layout is saved to the report’s or dashboard’s definition.
                                                                                                                              6. To save the layout you configured for a report or dashboard you’re viewing, click Set as Default Layout.

                                                                                                                                The search designer closes and the layout you configured is saved to your workstation.

                                                                                                                              Creating Join Filters

                                                                                                                              Join filters filter data in tables that are joined to the primary table with an outer join.

                                                                                                                              Join filters are fixed and cannot be changed when the report is run. Join filters are similar to report filters in that they set restrictions on the records that can be returned by the report, but they apply to the table join rather than to the data that is returned by the query on the database. Join filters limit the data contained in the secondary table of the table join. Without join filters, there would be no way to add a report filter to limit returned data from the secondary table, while not preventing data from the primary table from being returned.

                                                                                                                              Note: From an SQL perspective, join filters are a condition of the ON clause, whereas report filters are a condition of the WHERE clause.

                                                                                                                              For instance, suppose you want your report to return a list of organizations and the number of incidents they have opened before January 1st. You also want to return any organizations even if they have not submitted any incidents, so you need to join the incidents table to the organizations table with an outer join. Using an inner join would prevent organizations that have no associated incidents from being returned in the report. You would then add a join filter of incidents.created < January 1st. If you also wanted incidents created after March 1st, you would add an OR join filter of incidents.created > March 1st to the first filter. The resulting join filters definition would be incidents.created < January 1st OR incidents.created > March 1st.

                                                                                                                              The method of adding join filters is similar to that for adding report filters. However, unlike report filters, join filters allow you to use either a constant value, as report filters do, or an expression you create from the database fields and the functions. See Functions for function descriptions.

                                                                                                                              Create a Join Filter

                                                                                                                              You can create join filters to filter data in tables that are joined to the primary table with an outer join. Tables joined with an inner join do not have the Join Filters option.

                                                                                                                              1. Click the Home tab while editing a report that has multiple tables.

                                                                                                                              2. Click Tables.

                                                                                                                              3. Select the table you want to add a join filter to.

                                                                                                                              4. Click Join Filters.

                                                                                                                                The Data Set window displays the Join Filters section.
                                                                                                                              5. Click Add Filter.

                                                                                                                                The Add Filter window opens.
                                                                                                                              6. Do one of the following:

                                                                                                                                • Enter the expression for the join filter.
                                                                                                                                • Click Use Data Dictionary to open the data dictionary where you can define the filter’s expression.
                                                                                                                              7. To use an expression filter value, select the Expression option.

                                                                                                                                The Add Filter window then displays a Value field.
                                                                                                                              8. Do one of the following.

                                                                                                                                • Enter the expression in the Value field.
                                                                                                                                • Click Use Data Dictionary to open the Edit Expression window, from which you can create the value’s expression using database fields, functions, and variables listed in the data dictionary.
                                                                                                                                Note: Currency fields are not available for use in join filters.
                                                                                                                              9. Click OK.

                                                                                                                              After you add a join filter, the Data Set window is updated to display the filter, along with additional actions that are identical to those used when creating logical expressions for report, group, and level filters. These actions allow you to edit your filter, create additional filters, add OR logic to the join filters, negate filters, view a text definition of the join filters’ logical expression, and toggle between the filters’ descriptions and names. See Edit a Logical Expression.

                                                                                                                              Managing Output Levels

                                                                                                                              After you configure the primary output level in your report, you can add output levels, also referred to as drill-down levels, that contain details about records in the first level.

                                                                                                                              Report users access these secondary levels by clicking on records in the first level that act as links. This is configured in the report designer by grouping data in the primary output level, then creating a drill-down level with more information about the group’s data. You can have up to fifty drill-down levels in your report which can be linked to from the same output level or from sub-levels of the primary output level. See Drilling Down in Reports.

                                                                                                                              For example, you could create a report listing all unresolved incidents in your knowledge base grouped by the queue they are associated with. The report’s first output level could display every queue and the number of unresolved incidents in the queue. You could then create a second output level to display incident details when drilling down on a queue’s name, or on the number of unresolved incidents in the queue.

                                                                                                                              Each output level you add to a report can have its own headers, footers, charts, data exceptions, custom scripts, and other standard elements. These are configured in the same way as those on the primary output level.

                                                                                                                              You can also create drill-down functionality in reports by linking reports together. This method is used when the separate levels contain disparate information pulled from different database tables. See Linking Reports.

                                                                                                                                Group Data in an Output Level

                                                                                                                                Grouping data in an output level allows you to combine records with similar data into one row.

                                                                                                                                Output levels with grouped data often have additional output levels added to them, so you can drill down into another output level to view details about the grouped records. When you group data, you can order the grouped columns to best suit your needs when you create drill-down output levels.

                                                                                                                                When you add an aggregate column to an output level, grouping is automatically enabled in the output level. For example, if you were to add a column with an expression of count(incidents.i_id) to an output level to see how many incidents a contact has, the output level would automatically be grouped since you’re using a function to group records together in the column.

                                                                                                                                1. Open the report you want to edit.

                                                                                                                                2. Select the output level you want to edit from the Level drop-down menu at the top of the design surface.

                                                                                                                                3. Click the Level tab.

                                                                                                                                4. Click Edit.

                                                                                                                                  The Level Settings window opens.
                                                                                                                                5. Select the Group Results check box.

                                                                                                                                6. Click OK.

                                                                                                                                7. Click Save on the Quick Access toolbar to save the changes to the report.

                                                                                                                                  Changing Group Ordering

                                                                                                                                  When data is grouped in a level, it is automatically grouped in the order in which the columns are listed in the output level. If you add a drill-down level to the output level, the filter options for the drill-down level are also listed in this order.

                                                                                                                                  For example, if an output level has columns for Reference #, Subject, and Status Type in that order, the output level’s data are also be grouped in that order. If you then add a drill-down level and configure the level settings, the options in the Filter drop-down menu are listed in the following order.

                                                                                                                                  • incidents.ref_no
                                                                                                                                  • incidents.ref_no, incidents.subject
                                                                                                                                  • incidents.ref_no, incidents.subject, incidents.status_id

                                                                                                                                  Group ordering does not affect the rows displayed in the grouped output level. It instead affects the ordering of the drill-down filters on the output level that you drill down into. The order of the drill-down filters in an output level impacts what records can be viewed when drilling down into the level. For example, a drill-down level with incidents.ref_no as the first group item in the drill-down filter would have limited usefulness. This is a unique field, so multiple incidents cannot be grouped together based on this field.

                                                                                                                                  Note: Unique fields contain values that only a single record in the database can have. Some examples of unique fields are the Reference #, Contact ID, and Organization ID fields.

                                                                                                                                  If incidents.ref_no was the first ordering field for a drill-down level, it would return only information related to the particular incident you drilled down on. If you wanted to drill down on all incidents grouped by a different field, such as the incidents’ status, you would need to reorder the grouping so incidents.status_id is grouped first.

                                                                                                                                  Change Group Order

                                                                                                                                  When data is grouped in a level, you can change the order in which the columns are listed in the output level.

                                                                                                                                  1. Select the Group Results check box on the Level Settings window.

                                                                                                                                    See Group Data in an Output Level for information about the window.
                                                                                                                                  2. Click Change Group Order.

                                                                                                                                    The Define Group Order window opens and is populated with the columns included in the output level.
                                                                                                                                  3. Select the field in the list that you want to move.

                                                                                                                                  4. To move the field higher in the list, click the up arrow.

                                                                                                                                  5. To move the field lower in the list, click the down arrow.

                                                                                                                                  6. Click OK to save the order.

                                                                                                                                  Create an Additional Output Level

                                                                                                                                  You can add a drill-down output level in a report to display only the content you want.

                                                                                                                                  After you configure your primary output level, adding a drill-down output level is simple, requiring only that you identify the column to filter on and the column(s) to link from in the parent output level. By default, the new output level displays the same report sections shown on the parent level, such as the charts and data area sections, though you can select the sections to display on the new level from the ribbon. You can add content such as text fields, charts, and columns to the new output level just as you did in the primary output level.

                                                                                                                                  1. Open the report you want to edit.

                                                                                                                                  2. Select the parent level you want to add the new output level to from the Level drop-down menu at the top of the design surface.

                                                                                                                                  3. Click the Level tab.

                                                                                                                                  4. Click Add Drilldown to open the Level Settings window with drill-down options.

                                                                                                                                  5. Enter field information.

                                                                                                                                    Table Level Settings Window

                                                                                                                                    Field Description

                                                                                                                                    Name

                                                                                                                                    Enter the name of the new level in this text box.

                                                                                                                                    Description

                                                                                                                                    To add an optional description for the output level, enter the description you want in this text box. The description displays in the level’s Output Descriptions section. See Hide Search Criteria Descriptions.

                                                                                                                                    Group Results

                                                                                                                                    This check box is not used when initially creating new output levels. See Group Data in an Output Level.

                                                                                                                                    Drill-Down Settings

                                                                                                                                    This section defines the data and the link in the parent output level you use to open the drill-down output level.

                                                                                                                                    Filter

                                                                                                                                    Click this drop-down menu to select the output column or columns to use as the filter for the new level. The drill-down filter determines the data set displayed in the drill-down level.

                                                                                                                                    Link

                                                                                                                                    Click this drop-down menu to select the output column that you click to open the drill-down level. You can also select Entire Row to open the drill-down level by clicking anywhere on a row in the parent output level.

                                                                                                                                    If you want to drill down into another report level instead of opening a specific record when a value from the record is double-clicked on a report, select Entire Row as the drill-down link. When configuring record commands for the report, select None from the Default Record drop-down menu. See Change Record Command Actions.

                                                                                                                                    Display Report Level in Split Window

                                                                                                                                    Select this check box to open the drill-down output level in a split window on the content pane. This results in the parent output level remaining visible on the other part of the content pane.

                                                                                                                                    Window Location

                                                                                                                                    When you select the Display Report Level in Split Window check box, you can then select the position where the split window should open. Click this drop-down menu to select Top, Bottom, Left, or Right.

                                                                                                                                    Custom Script

                                                                                                                                    This section allows you to create, edit, and remove custom scripts to modify the output level’s output. See Create a Custom Script.

                                                                                                                                    Add

                                                                                                                                    Click this text to add a custom script to the output level.

                                                                                                                                    Edit

                                                                                                                                    Click this text to edit an existing custom script.

                                                                                                                                    This option is available only when a custom script has been added to the output level.

                                                                                                                                    Remove

                                                                                                                                    Click this text to delete an existing custom script.

                                                                                                                                    This option is available only when a custom script has been added to the output level.

                                                                                                                                  6. Click OK to save the output level.

                                                                                                                                  7. Click Save on the Quick Access toolbar to save the changes to the report.

                                                                                                                                    Configure Recursive Drill-Down Levels

                                                                                                                                    You can drill down recursively on hierarchical items (for example, accounts, products, and categories) in a report.

                                                                                                                                    Recursive drill-down allows you to start at specified levels of a hierarchy and become more specific at each lower level as you drill down into it. This feature enables automatic links for hierarchical items so you can access additional levels of detail when viewing a report.

                                                                                                                                    You can enable recursive drill-down only for a level that has a hierarchical output column. If an output level has a hierarchical output column and you do not enable recursive drill-down for the level, then only data for the output column’s first level can be displayed. A level can have both regular and recursive drill-down enabled, but the drill-down links cannot be the same.

                                                                                                                                    1. Create a report output column from a hierarchical item (for example, accounts.hierarchy or incidents.prod_hierarchy).

                                                                                                                                    2. Click the Level tab and click Edit.

                                                                                                                                      The Level Settings window opens with recursive drill-down options.

                                                                                                                                      The recursive drill-down feature is automatically enabled. To disable the feature, clear the Enable Recursive Drilldown check box.

                                                                                                                                    3. Click the Starting Level drop-down menu and select the starting point for the drill-down level.

                                                                                                                                      For example, starting level 1 would be the top product in your list of products. Starting level 3 would be three subproducts down from the parent product.
                                                                                                                                    4. Click the Link drop-down menu and select the output column you want as the drill-down link in the report.

                                                                                                                                      By default, this is the hierarchical item.
                                                                                                                                    5. Click OK to save the recursive drill-down settings.

                                                                                                                                      Create a Custom Script

                                                                                                                                      You can add custom PHP scripts to your output levels to further manipulate the data in your report. For example, custom scripts can remove unwanted data, create links to web pages, and convert rows of data into tables.

                                                                                                                                      When a report with a custom script runs, the report first runs on the server, then the script is applied to the report’s output. It is important to consider this ordering when creating custom scripts since this may cause the script to not function as you expect. For instance, when you view a report with a script that hides certain rows, the total number of records and pages on the report may be greater than what you see on the report, since these totals are generated when the report first runs.

                                                                                                                                      PHP scripting language must be used when defining a custom script. PHP is a free, open-source scripting language and interpreter, similar in many ways to JavaScript and Microsoft’s VBScript. Like other scripting languages, PHP allows server-side scripting to be embedded inside client scripting. We recommend that you do not attempt to create custom scripts unless you’re familiar with the PHP language and programming concepts. For documentation and information, see the official PHP site.
                                                                                                                                      Note: Custom scripts cannot include direct SQL statements.
                                                                                                                                      1. Open the report you want to edit.

                                                                                                                                      2. Select the output level you want to add the custom script to from the Level drop-down menu at the top of the report designer.

                                                                                                                                      3. Click the Level tab.

                                                                                                                                      4. Click Custom Scripts. The Custom Script editor opens.

                                                                                                                                        If the output level already has a custom script, the editor displays the custom script for editing.
                                                                                                                                      5. From the Initialization tab, enter the script executed before the report is processed.

                                                                                                                                        This script is executed when the report starts to process.
                                                                                                                                        Note: If the report is to be scheduled (see Scheduling Reports), add putenv('TEMPORARY_RNW_CONF_DIRECTORY'); to the Initialization pane to ensure the custom script runs correctly when recipients open the report.
                                                                                                                                      6. Click the Headers tab.

                                                                                                                                      7. Enter the script that runs during the start process.

                                                                                                                                        This script is called once while passing the column headings. The $headers parameter is an array that contains the column headers for the report. For example:
                                                                                                                                         Array
                                                                                                                                         (
                                                                                                                                         [0] => Account ID
                                                                                                                                         [1] => Full Name
                                                                                                                                         )
                                                                                                                                      8. Click the Process tab.

                                                                                                                                      9. Enter the script that runs while the report is generating.

                                                                                                                                        This script is called with each row passing the row data. The $rows parameter is a nested array, allowing you to return a “table” of data rather than just a row. Initially, the $rows parameter contains only data in the first row of the table ( $rows[0] [$i]). Each data cell contains a val variable that holds the value of the data cell. It can also contain a URL variable that contains a link for the data cell.
                                                                                                                                      10. Click the Finish tab.

                                                                                                                                      11. Enter the script that runs during the exit process.

                                                                                                                                        This script is called after the rows have been processed. The Finish script returns data in the $exit_obj variable, which is added to the report after each row of the Process script.
                                                                                                                                      12. Click OK to apply your custom script to your output level.

                                                                                                                                      13. To remove a custom script, click the Level tab, click Edit, and click Remove. Click Yes to the removal confirmation.

                                                                                                                                      14. To check the custom script for PHP errors, click the Home tab, click Views, and select either Report View or Layout View.

                                                                                                                                        If errors are found in the PHP code, a message displays. You can save the report if the message shows an error, but the custom script will be disabled when you run the report. When the problem is corrected and the report is saved again, the custom script will be enabled.
                                                                                                                                      15. Click Save on the Quick Access toolbar to save the changes to the report.

                                                                                                                                      After adding a custom script to an output level, we recommend previewing the report using the Report View and Layout View options on the Home tab’s Views button. When you do so, the custom script is checked for errors and a message displays if any are found. When troubleshooting reports, we also recommend that you check if any of the report’s output levels have custom scripts since these can modify the reports’ appearance and functionality.

                                                                                                                                      Linking Reports

                                                                                                                                      You can use conditional and unconditional links to link reports together.

                                                                                                                                      Before you create report links, you should be familiar with the variables and runtime selectable filters in the reports or dashboards you’re linking to since you define the values you want to use for these every time you create a report link. In addition, you should know whether you want to use unconditional or conditional links.

                                                                                                                                      • Unconditional links—You can use an unconditional link to open a specific report or dashboard when you drill down on any value in the parent report’s linked column. The content in the linked report or dashboard vary depending on the report’s variables and filters and the value you drill down on, but the same report or dashboard is linked to regardless of the value selected in the parent report’s column. This functionality is similar to drilling down on a value in a column to open another report level.

                                                                                                                                      • Conditional links—You can use conditional links to open different reports or dashboards depending on the value you drill down on in the parent report’s linked column. For example, if a column in your parent report lists contacts’ SLAs (service level agreements), you could add a conditional link for each unique SLA listed in the column. When you click one of the SLAs in the column, a report that shows information specific to that SLA would open. Just as with unconditional links, the content in the linked reports or dashboards can vary depending on the values you specify for the linked reports’ variables and filters.

                                                                                                                                      You create links using the Report Linking wizard or the Conditional Report Linking wizard. The wizards are similar, though the Conditional Report Linking wizard includes an additional step. In addition, the ordering of conditional links is important.

                                                                                                                                      Just as you can drill down into different levels within a report (see Adding Additional Output Levels), you can also drill down into separate reports or dashboards using report linking. This helps avoid database query limitations since linked reports run independently of one another. Using linked reports is also beneficial when you need to create multiple reports with identical drill-down levels, since you can create a single report and link to it from multiple reports instead of re-creating identical levels in multiple reports. See Using Linked Reports.

                                                                                                                                      Additionally, if you have very complex reports that attempt to display columns with summaries of data from several tables, you may want to use inline aggregate reporting for more efficient database queries. See Inline Aggregate Reporting.

                                                                                                                                        Using Linked Reports

                                                                                                                                        While report links are easy to use, there are some items you’ll want to consider before adding them to reports.

                                                                                                                                        When a report link is created, it is applied to a specific column in the parent report. When you click the link in the column, the linked report opens on a new tab, an existing tab, or on the same tab as the parent report in a split window, depending on how the report link is configured. You close a linked report or dashboard by closing the tab or clicking the Top Level link in the report.

                                                                                                                                        Since report links are specific to columns, you can have several links to reports and dashboards in the same report. Your report can also include drill-down links to other levels in the same report. Report links can be added to any of the output levels in the parent report, allowing you to link to a large number of reports and dashboards from one report.

                                                                                                                                        While report links are easy to use, there are some considerations before adding them to reports.

                                                                                                                                        • Report links function normally when they are added to workspaces, but the links are unavailable if the reports are used in workspace relationship items. See Overview: Workspace and Script Elements for information about using reports in workspaces.

                                                                                                                                        • Just as with drill-down links to other report levels, report links are unavailable when a report is forwarded, exported, published, or sent as a scheduled report. See Distributing Reports and Dashboards.

                                                                                                                                        • Report links are unavailable when the columns they are in are rolled up. See Define Rollups.

                                                                                                                                        • While you can create links to dashboards, you cannot link to a dashboard from a report that is being viewed in a dashboard. Links to dashboards are unavailable when the reports they are in are viewed in a dashboard.

                                                                                                                                        • You can create links to public or private reports and dashboards. Staff members with permission to view the parent report can view any reports or dashboards linked to from the parent report, whether they are public or private. Because of this, you should be familiar with the content of the report or dashboard you’re linking to so staff members won’t be able to access sensitive information.

                                                                                                                                        • You can’t create report links from columns that display values from hierarchical fields, such as the incidents product hierarchy field. In addition, columns can be associated with a report link or with a drill-down level in the report, but not both.

                                                                                                                                        • If a report or dashboard is deleted, any links to that report or dashboard are automatically disabled, but the reports containing the links continue to function normally.

                                                                                                                                          Inline Aggregate Reporting

                                                                                                                                          Inline aggregate reporting lets you insert columns in custom reports to show aggregate information that could not normally be displayed due to restraints on database query size.

                                                                                                                                          The aggregate data you want displayed in a column is compiled in a separate report and then pulled into a column in the primary report. This breaks the database query that would normally be required to return the data in a single report into multiple queries from multiple reports.

                                                                                                                                          Note: You can pull data from several reports into columns in a single parent report. However, the parent report cannot have more than 500 cells displaying inline aggregate data.

                                                                                                                                          Using this feature helps avoid query limitations when running reports that include summaries of data from tables containing large amounts of data, such as transactions or incident performance, particularly when joins do not exist between all the tables you need to include in a report.

                                                                                                                                          Caution: Using inline aggregate reporting is not recommended for most reports where normal inner or outer joins are used, since it will result in less efficient reports that may not run successfully. Use inline aggregate reporting only when the query required to return aggregate data in a column results in a Cartesian join between tables. This is when data is pulled from all rows in the tables required by the query, resulting in a large number of rows being accessed. If you’re unfamiliar with Cartesian joins, or have questions about whether using this feature will help a report run more efficiently, please submit a service request.

                                                                                                                                          Configure Inline Aggregate Reporting

                                                                                                                                          Inline aggregate reporting lets you insert columns in custom reports to show aggregate information that could not normally be displayed due to restraints on database query size.

                                                                                                                                          1. Create a column in a report to collect the aggregate data.

                                                                                                                                            1. Click Analytics on the navigation pane.

                                                                                                                                            2. Double-click Reports Explorer.

                                                                                                                                            3. Do one of the following:

                                                                                                                                              • Click New Report on the ribbon and select a report format to create a new report.

                                                                                                                                              • Right-click an existing report and select Edit.

                                                                                                                                            4. Click Add Column from the Home tab on the ribbon.

                                                                                                                                              The Column Definition window opens. See Add a Column to a Report.
                                                                                                                                            5. Configure the column to display the aggregate data you want.

                                                                                                                                              See Functions for a list of aggregate functions you can use in reports.
                                                                                                                                            6. Add a runtime selectable filter or a variable to the report.

                                                                                                                                              Inline aggregate reporting requires that the report you link to includes at least one variable or runtime selectable filter. See Add Report Variables or Create a Fixed or Run-Time Selectable Filter.
                                                                                                                                            7. Click Save.

                                                                                                                                          2. Create a new report or edit a report that will link to the column created in the previous step.

                                                                                                                                            • Click New Report on the ribbon and select a report format to create a new report, or
                                                                                                                                            • Right-click an existing report and select Edit.
                                                                                                                                          3. Click Inline Aggregate from the Insert tab on the ribbon. The Inline Aggregate Wizard opens.

                                                                                                                                            1. Enter a column header for the new column.

                                                                                                                                            2. Enter an optional column description.

                                                                                                                                            3. Click Next.

                                                                                                                                            4. Select the report containing the aggregate column you want to link to and click Next.

                                                                                                                                            5. Select the values you want to use for the linked aggregate report’s variables and runtime selectable filters.

                                                                                                                                              The values you specify determine what data is shown in the aggregate column. Required variables and filters are indicated with a red flag and you must set a value for these. You must also map at least one indexed filter in the report containing the aggregate column to a column in the parent report
                                                                                                                                            6. Select the values you want to use for the linked aggregate report’s variables and filters from the Use drop-down menu.

                                                                                                                                              Table Variable and Filter Value Types

                                                                                                                                              Type Description

                                                                                                                                              Parent Column Value

                                                                                                                                              Select this option to use the values in a column in the parent report to populate the linked aggregate report’s variable or filter.

                                                                                                                                              This option is available only when the parent report includes a column with the same data type, such as text, integer, or menu, as the linked aggregate report’s variable or filter.

                                                                                                                                              Parent Filter Value

                                                                                                                                              Select this option to populate the aggregate report’s variable or filter with the current value from one of the parent report’s filters.

                                                                                                                                              This option is available only when the parent report has filters with the same data type and operator as the linked aggregate report’s variable or filter.

                                                                                                                                              Parent Variable Value

                                                                                                                                              Select this option to populate the linked aggregate report’s filter with the current value from one of the parent report’s variables.

                                                                                                                                              This option is available only when the parent report has variables with the same data type and operator as the linked aggregate report’s variable or filter.

                                                                                                                                              Default Value

                                                                                                                                              Select this option to use the default variable or filter value specified in the linked aggregate report for the variable or filter value.

                                                                                                                                              Custom Value

                                                                                                                                              Select this option to specify a custom value for the variable or filter. The values you can enter depend on the data type and available options. For instance, if a filter uses a text field, you can enter the text you want to use for the filter’s value. If a filter uses a menu field containing staff accounts, you select the staff accounts you want from a menu.

                                                                                                                                          4. Click Finish to close the wizard.

                                                                                                                                          5. Click Save to save the report and close the editor.

                                                                                                                                            Enabling Record Commands and Inline Editing

                                                                                                                                            When the rows in a report display information from unique records, such as incident reference numbers, contacts’ names, or organizations’ names, you can perform actions on the records using a variety of methods.

                                                                                                                                            You can double-click a row, click a link on the row, right-click the row and select from commands displayed on a menu, or click a button on the ribbon’s Home tab to perform an action related to the highlighted record. In addition, you can edit information directly from the report without opening records using inline editing.

                                                                                                                                            Note: To edit records shown on reports, staff members’ profiles must include permissions to modify the appropriate record types. See Overview of Staff Management.

                                                                                                                                            You can customize the actions you can perform on records when using any of these methods. You can choose the action performed when double-clicking a row and the commands available as buttons, links, and right-click menu options. You can also enable inline editing and specify the fields that can be edited directly on the report.

                                                                                                                                            Note: Record command options aren’t applied when viewing reports in workspaces. See Overview: Workspace and Script Elements.

                                                                                                                                              Modifying Record Commands

                                                                                                                                              The record commands displayed on a report let you perform actions such as opening, printing, and deleting records the report displays.

                                                                                                                                              Record commands can be displayed as links in a column, as buttons on the report’s Home tab, or as options displayed when right-clicking a row. Using record commands, you can perform actions on the record types that are displayed in the report, but you can also perform actions on other record types that are related to the information displayed in the report. For example, if the report displays information about incidents, the report’s record commands can be configured to perform actions on the contacts that are associated with the incidents.

                                                                                                                                              You can select the record commands and record command links you want on your report and customize the actions performed when using record commands.

                                                                                                                                              Note: Add-ins that perform actions on records can also be added as record commands. For information about creating add-ins, see the Oracle Service Cloud Desktop Add-Ins Developer Guide. For information about installing add-ins, see Overview of Add-Ins
                                                                                                                                                Specify the Record Commands to Display on a Report

                                                                                                                                                By default, every record command available for your report is enabled, with the exception of the Incident > Fill Inbox command, but you can remove record commands you do not want staff members to access.

                                                                                                                                                The Records button is disabled on reports that do not have rows that display or are associated with unique records.
                                                                                                                                                Record command buttons and right-click menu options are added automatically depending on which record commands are enabled for the report. The enabled record commands also determine which record command links are available, but these need to be added to the report manually. See Adding record command links.
                                                                                                                                                1. Open the report you want to edit.

                                                                                                                                                2. Click the Home tab and click Records.

                                                                                                                                                  The Customize Record Commands window opens.
                                                                                                                                                3. To remove a record command from the current report level, expand the record commands list to find the command you want to disable and clear the check box next to the command.

                                                                                                                                                4. To restore the default record commands for all levels in the report, click Reset All.

                                                                                                                                                5. Click OK to save your changes.

                                                                                                                                                6. Click Save on the Quick Access toolbar to save the changes to the report.

                                                                                                                                                  Change Record Command Actions

                                                                                                                                                  You can further customize the record commands in your report by selecting the record type that actions are performed on when you click record command links or double-click the report’s rows.

                                                                                                                                                  The record type you select is also used as the default record type for record command buttons and right-click menu options, though you can select any of the record types when using buttons or the right-click menu.

                                                                                                                                                  You can also choose the actions you want to perform when you double-click the report’s rows. For example, you can choose to open a record, assign a record, or perform other actions when you double-click the row.

                                                                                                                                                  1. Open the report you want to edit.

                                                                                                                                                  2. Click Records on the ribbon’s Home tab.

                                                                                                                                                    The Customize Record Commands window opens.
                                                                                                                                                  3. To select the report level you want to configure, click the Level drop-down menu and select the report level you want.

                                                                                                                                                    The options available on the Default Record and Default Action drop-down menus depend on the information displayed in the report level you select.
                                                                                                                                                  4. Click the Default Record drop-down menu and select the record type you want the record command actions to apply to.

                                                                                                                                                    The record type you select determines which links are available on the Links button located on the Display tab of the report designer, since different actions can be performed on different record types. See Add Record Command Links to a Report.

                                                                                                                                                  5. To drill down into another report level instead of opening a record when a row in the report is double-clicked, select None from the Default Record drop-down menu.

                                                                                                                                                    The additional report level must be configured with a drill-down link of Entire Row. See Create an Additional Output Level.
                                                                                                                                                  6. Click the Default Action drop-down menu and select the action you want performed when you double-click a row in the report.

                                                                                                                                                  7. To restore the default record command settings for all the levels in the report, click Reset All near the top of the window.

                                                                                                                                                  8. Click OK to save your changes.

                                                                                                                                                  9. Click Save on the Quick Access toolbar to save the changes to the report.

                                                                                                                                                    Enable Inline Editing

                                                                                                                                                    When a report displays unique records, such as incidents or opportunities, the Inline Editing feature lets you edit the values in columns shown on the report without opening the records.

                                                                                                                                                    You can configure inline editing in reports only if your profile includes the Modify Inline Report Editing permission on the Analytics tab. See Overview of Staff Management.

                                                                                                                                                    Individual values can be edited directly from the report, or groups of records can be selected to edit values in multiple records. For example, if a report shows the staff member an incident is assigned to, you can change the assigned staff member from the report without opening the record, or you can reassign several incidents shown on the report to a selected staff member. See Editing Data Directly on a Report.

                                                                                                                                                    By default, inline editing is enabled for all editable columns in the report. Only certain columns, such as those containing unique values, can be edited inline. Custom objects, other than menu-only objects, included in your report can also be edited inline. See Overview of Custom Objects.

                                                                                                                                                    1. Open the report you want to edit.

                                                                                                                                                    2. Click Inline Editing on the ribbon’s Home tab and select Allow Inline Editing.

                                                                                                                                                    3. To specify the columns you want inline editing enabled for, click Inline Editing again and select Choose Editable Columns.

                                                                                                                                                      The Editing Options window opens.
                                                                                                                                                    4. Enter field information.

                                                                                                                                                      Table Editing Options Window

                                                                                                                                                      Field Description

                                                                                                                                                      Allow Inline Editing

                                                                                                                                                      Select this check box to enable editing from the report.

                                                                                                                                                      Automatically Save Inline Edit Changes

                                                                                                                                                      Select this check box to enable the Auto Save feature by default. See Save Edits Performed Inline.

                                                                                                                                                      Select Columns You Wish to Make Available for Editing

                                                                                                                                                      Select the check boxes next to the report’s columns that you want to make available for editing.

                                                                                                                                                      Reports with multiple output levels show all output levels in an expandable tree. Only columns that return unique, editable values from database fields are available for editing. For example, a column that returns the staff account an incident is assigned to is available for inline editing, whereas a column that returns incident creation dates or a count of incidents is not.

                                                                                                                                                    5. Click OK to save the editing options.

                                                                                                                                                    6. Click Save on the Quick Access toolbar to save the changes to the report.

                                                                                                                                                      Reviewing Report Performance

                                                                                                                                                      Using certain standard reports and the report analyzer helps you identify reports that run slowly, or not at all, and determine the cause.

                                                                                                                                                      Reports that are configured to examine large amounts of data may be problematic. These reports might use too few filters, include a large number of tables, or might be running on an excessively large database.

                                                                                                                                                      Running Large Reports

                                                                                                                                                      While you want to avoid running reports that examine large amounts of data, it may occasionally be necessary to do so to meet your business needs. In such cases, you have several options.

                                                                                                                                                      Identifying Report Run Failures

                                                                                                                                                      You can view reports that fail to run and the types of failures they encounter using two standard reports available in the Reports explorer at Public Reports/Common/Site Administration/Reports.

                                                                                                                                                      • Report Failure Details—This report lists reports that failed to run, and how often they failed, during a specified date range. The reasons the reports failed to run are also listed. Reasons include Too Much Data, Timed Out, and Unexpected Error. You can drill down on the rows in this report to view more specific information about each failure.
                                                                                                                                                      • Summary of Report Failures—This report lists the types of report failures along with the number of times the failure was encountered during a specified date range. You can drill down on the rows in the report to access information in the Report Failure Details report.
                                                                                                                                                      Tip: To create custom reports that display or filter on the success of report generation, you can use the Result Code ( result_code) field in the Analytics Audit Log ( ac_audit_log) table.

                                                                                                                                                      Troubleshoot Reports with the Report Analyzer

                                                                                                                                                      If you encounter problems running a report, or want to view potential issues after you create a report, you can run the report analyzer to check the report’s database queries.

                                                                                                                                                      This helps you fine-tune custom reports to ensure they run as quickly and efficiently as possible. The report analyzer examines your report and provides suggestions as to how you can improve the report by removing database tables, adding filters, and making other changes. The analyzer also shows you the estimated number of rows the report’s query may need to access so you know if the report can run without encountering row limits.

                                                                                                                                                      Note: Reports are analyzed using either the report or operational database, depending on which database they are configured to use. See Report Databases.
                                                                                                                                                      1. Open the report you want to analyze on the report design center.

                                                                                                                                                      2. From the Home tab on the ribbon, click Analyze.

                                                                                                                                                        The report’s Search window opens where you can enter the filter and variable values you want the report to use when it is analyzed.

                                                                                                                                                        If your report lacks required runtime selectable filters or the Open Report Without Prompting for Search Parameters check box is selected on the report’s Edit Settings window, the Report Analyzer window opens instead of the Search window. See Searching in Reports.

                                                                                                                                                      3. If you're presented with the report’s Search window, enter the search criteria you want to use and click OK.

                                                                                                                                                        The search criteria you specify can change the estimated number of database rows the query must examine.

                                                                                                                                                        The Report Analyzer window is similar to the Report Definition window and includes the same functions at the top of the window (see View a Report Definition for information about the Report Definition window). The report analyzer lists the report’s filters, tables, output levels, and the estimated number of rows the report’s query will examine when it runs. If the analyzer finds potential issues with the report’s query, it lists the issues in the Notes column next to the applicable report component.

                                                                                                                                                        Table Report Analyzer Window

                                                                                                                                                        Report Component Potential Issue

                                                                                                                                                        Filters

                                                                                                                                                        This section lists the expressions used for each report and level filter and identifies whether the filters’ fields are indexed in the database and whether the index is used. Custom fields can be indexed for faster queries, though too many indexes can slow down queries. The following messages can be returned in this section.

                                                                                                                                                        The filter contains a custom field that does not have an index. To improve the performance of this query, consider adding an index on the custom field.

                                                                                                                                                        The filter contains a reference to a pseudo field, so no index information is available.

                                                                                                                                                        Tables

                                                                                                                                                        This section lists the tables that are used in the report, along with the types of joins used to link the data in the tables. Four messages can be returned in this section.

                                                                                                                                                        This table is in an outer join but there are one or more filters on fields in this table. Make sure this is by design. If not, consider changing the join type to inner or changing these filters to join filters to prevent an implicit inner join.

                                                                                                                                                        This table is not used in the report. Consider removing the table from the data set. If you need to filter out rows in the parent table that do not have rows in this table, consider adding a not null filter on the join field in the parent table.

                                                                                                                                                        This table is not used in all report levels. To improve performance, consider using report linking instead of drill-downs. With report linking, you can specify the table set for each level.

                                                                                                                                                        The data set contains the Incident Performance (inc_performance) and the Transactions (transactions) tables, but there are no filters that provide additional joins between the two tables. To increase performance, consider adding a filter that provides an additional join between the two tables.

                                                                                                                                                        Levels

                                                                                                                                                        This section lists the output levels (also called drill-down levels) that are used in the report. One message can be returned in this section.

                                                                                                                                                        This level contains one or more columns with a sum_distinct expression. Sum_distinct expressions have a negative impact on performance. If possible, consider a different approach that does not involve using a sum_distinct expression. You may be able to remove the sum_distinct expression by converting any drill-down levels to linked reports.

                                                                                                                                                        Rows

                                                                                                                                                        This section lists the estimated number of rows that will be examined by the query. Messages display if the number of rows exceeds the threshold values for the operational and report databases (also referred to as replication databases). Three messages can be returned in this section. The messages vary depending on whether your site has a report database in addition to the operational database and the Data Source options specified on the report’s Edit Settings window.

                                                                                                                                                        The estimated number of analyzed rows for this query is X. This value exceeds the threshold of 2,000,000 for the operational database. Consider using the report database for this report. Otherwise, it is likely this will occur automatically.

                                                                                                                                                        The estimated number of analyzed rows for this query is X. This value exceeds the threshold of 2,000,000 for the operational database. Since you have specified the operational database for this report, it is unlikely the report will execute. Consider using the report database for this report.

                                                                                                                                                        The estimated number of analyzed rows for this query is X. This value exceeds the threshold of 5,000,000 for the report database. Consider adding or refining filters to reduce the number of analyzed rows to below this threshold. Otherwise, it is unlikely the report will execute.

                                                                                                                                                        The report will likely return a large number of rows. Consider using filters instead of paging to navigate the result set.

                                                                                                                                                        A row estimate is not available because the report contains sum_distinct expressions.

                                                                                                                                                        Due to the complex nature of the report, a row estimate is not available.

                                                                                                                                                        The estimated number of rows is X. However, the underlying query contains a one-to-many relationship so the estimate may not be accurate.

                                                                                                                                                      4. Click X on the top right to close the Report Analyzer window.

                                                                                                                                                      5. Click X on the top right to close the report.

                                                                                                                                                      View a Report Audit Log

                                                                                                                                                      You can open an audit log for a report to see when the report was created, edited, run, and published, and which staff members performed these actions.

                                                                                                                                                      Since the audit log is a report, you can perform common report actions on the audit log, such as printing, forwarding, or slicing.

                                                                                                                                                      The audit log shows you when the report was edited and generated, but not all actions performed, such as previewing the report, are listed in the audit log. If you need to see every instance of a report or dashboard being generated, printed, exported, and previewed, you can use the Expanded Report Audit Log. See View the Expanded Report Audit Log.

                                                                                                                                                      1. Open the report on the report designer.

                                                                                                                                                      2. From the Home tab on the ribbon, click Audit Log.

                                                                                                                                                        The Audit Log window opens.
                                                                                                                                                      3. To access a list of actions that can be taken on the audit log, click Options.

                                                                                                                                                        See Ribbon Options When Viewing Reports for descriptions of the actions.
                                                                                                                                                      4. Click OK to close the audit log.

                                                                                                                                                      5. Click X on the top right to close the report.

                                                                                                                                                      Specify Report Permissions

                                                                                                                                                      Report permissions allow you to specify which profiles can open or edit a report.

                                                                                                                                                      You can select Open and Edit permissions for each profile defined in your system. If staff members can’t perform certain actions on a report, they may lack permission to edit the report.

                                                                                                                                                      Note: Permissions applied to private reports are irrelevant until the report is made public.
                                                                                                                                                      1. Open the report you want to edit.

                                                                                                                                                      2. Click the Home tab.

                                                                                                                                                      3. Click Permissions.

                                                                                                                                                        The Permissions window opens.
                                                                                                                                                      4. Select the check boxes next to the profile names to allow staff members assigned to the profiles to open or edit the report.

                                                                                                                                                      5. Click OK to save the permissions.

                                                                                                                                                      6. Click Save on the Quick Access toolbar to save the changes to the report.

                                                                                                                                                      Change Report Properties

                                                                                                                                                      Report options allow you to select the time zone that should be used for the report, change the report’s owner, and modify settings that impact how the report functions when it is opened for viewing.

                                                                                                                                                      You can also configure automatic refresh of the data shown in the report, add notes to the report, and change the image displayed for the report in lists.

                                                                                                                                                      1. Open the report you want to edit.

                                                                                                                                                      2. Click the Home tab.

                                                                                                                                                      3. Click Options and select More Options.

                                                                                                                                                        The Edit Settings window opens.
                                                                                                                                                      4. Enter field information.

                                                                                                                                                        Table Edit Settings Window

                                                                                                                                                        Field Description

                                                                                                                                                        Time Zone

                                                                                                                                                        Click this drop-down menu to select the time zone to use with the report. The dates and times shown in the report’s filters, variables, and output columns are adjusted to reflect the time zone you select. The available options include the following:

                                                                                                                                                        • Same as Interface—The report’s time zone matches the time zone set for the interface. This is the default setting.

                                                                                                                                                        • Same as Account—The report’s time zone matches that of the staff member who is running the report. See Add or Edit a Staff Account.

                                                                                                                                                        A specific time zone you can select from a list of standard time zones.

                                                                                                                                                        The database query used to return data in the report always uses the time zone of the interface. For example, if you select the GMT time zone for an incidents report and run it on an interface with an EST time zone, the report could return incidents with a created date of April 1st, 2011, but with reference numbers starting with 110331. This indicates that the incidents were actually created on March 31st, 2011, in the EST time zone, but the displayed date and time are adjusted to reflect when the incidents were created in the GMT time zone. In addition, if the report groups incidents by the day they were created, the same number of incidents will display each day regardless of the time zone that is used since they are grouped according to the interface’s time zone.

                                                                                                                                                        Owner

                                                                                                                                                        Click this drop-down menu to select a report owner. The report owner is the only staff member who can view or edit the report, unless the owner grants permissions to other profiles. See Specify Report Permissions.

                                                                                                                                                        Changing the owner of a private report makes the report unavailable to the previous owner.

                                                                                                                                                        Open report without prompting for search parameters

                                                                                                                                                        Select this check box to have the report automatically run and return data when it is selected from a navigation list. The report uses the default values specified in the report’s filters.

                                                                                                                                                        This option is referred to as Initial Run on the Reports explorer Find menu. See Search for Analytics Items for information about finding reports.

                                                                                                                                                        Refresh report when data shown is changed due to an action initiated from this report

                                                                                                                                                        Select this check box to have the report’s output automatically updated when an edit to a record is initiated from the report. The report refreshes only if a record is modified in such a way that it no longer matches the report’s search criteria.

                                                                                                                                                        Open editor when report contains only one row (quick search and editor search reports only)

                                                                                                                                                        Select this check box to automatically open the record for editing when the report returns only one record.

                                                                                                                                                        This option applies only to Quick Search reports and reports used in workspaces.

                                                                                                                                                        Cache the drilldown levels

                                                                                                                                                        Select this check box to enable caching of data shown in report output levels. When this option is enabled, the data shown in the initial output level when you view a report is stored on your workstation. When you view a second output level and then return to the top level of the report, it loads quickly since the data you’re viewing is cached on your workstation. The cache is cleared when you close the report.

                                                                                                                                                        When this option is not enabled, the database is queried every time you drill down to an output level or return to a previous level even if you have recently viewed the output level.

                                                                                                                                                        Return to previous level when current level no longer has data

                                                                                                                                                        Select this check box to instruct the report to automatically display the previous output level if the current output level no longer displays any records.

                                                                                                                                                        Allow server to change the data source as necessary

                                                                                                                                                        Select this check box to allow Analytics to automatically change the data source if necessary to allow the report to run. For example, if a report is configured to run on the operational database but is unable to do so due to data constraints, selecting this check box allows the report to run on the report database (also referred to as the replication database). Clearing this check box forces reports to run on the data source that is selected. See KnowledgeSyndication.

                                                                                                                                                        This check box is selected by default when you create a report, and is cleared automatically any time the data source is changed on the Edit Settings window.

                                                                                                                                                        Set report to deferred execution

                                                                                                                                                        Select this check box to automatically queue the report when it runs. See Preventing Automatic Queuing.

                                                                                                                                                        If this option is not selected but the report is automatically queued the next time it is run due to meeting queuing criteria, the Set Report to Deferred Execution check box is selected automatically. To prevent the report from being queued when it is next run, edit the report and clear this check box.

                                                                                                                                                        Data Source

                                                                                                                                                        Select which database you want the report to run on. You can choose the operational or the report database (also referred to as the replication database). See Report Databases for more information about data sources.

                                                                                                                                                        This option is available only if your site has a report database. If your site does not have a report database, contact your Oracle account manager for more information.

                                                                                                                                                        Report Database

                                                                                                                                                        Select this option if you want the report to run on your report database. This option is helpful if your report queries a large amount of data since the query size restrictions on report databases are more relaxed than those on operational databases.

                                                                                                                                                        If you select this option in a report that includes the Fill Inbox record command and a staff member clicks Fill Inbox when using the report, the report will be automatically configured to use the operational database. This ensures that current data is used when incidents are assigned. See Overview: Incidents and Report Databases.

                                                                                                                                                        Operational Database

                                                                                                                                                        Select this option if you want the report to run on your operational database. This option is helpful if you need the report to return the most current data available.

                                                                                                                                                        The operational database is selected by default when you create a new report.

                                                                                                                                                        Refresh all split levels simultaneously

                                                                                                                                                        Select this check box to automatically refresh all report levels shown in split windows when data in one of the report levels is refreshed. When this option is disabled, only the data shown in the window selected when the refresh occurs is updated.

                                                                                                                                                        Automatically refresh report at a regular interval

                                                                                                                                                        Options in this section let you configure automatic refresh of the report’s data to ensure the most recent data is displayed.

                                                                                                                                                        Auto-refresh options visible at runtime

                                                                                                                                                        Select this check box to add an arrow on the Home tab’s Refresh button. Clicking the arrow displays options to enable or disable automatic refresh and to change the refresh interval time. When this check box is not selected, the report’s data is refreshed only when the button is clicked.

                                                                                                                                                        Auto-refresh enabled by default

                                                                                                                                                        Select this check box to enable automatic refresh of the data shown on the report.

                                                                                                                                                        Interval

                                                                                                                                                        Enter the number of seconds after which the data shown on the report is automatically refreshed.

                                                                                                                                                        Image

                                                                                                                                                        Click Change to select a different image to display next to the report in lists such as navigation lists. The image that is displayed by default is determined by the layout selected when creating a new report. When selecting an image, you can choose from a list of standard images or from custom images that have been added in the Images explorer. See Images Explorer.

                                                                                                                                                        Notes

                                                                                                                                                        Enter any text you want to add as a note to the report. The note displays on the Edit Settings window, but does not display to anyone viewing the report.

                                                                                                                                                      5. Click OK to save the report options.

                                                                                                                                                      6. Click Save on the Quick Access toolbar to save the changes to the report.

                                                                                                                                                      Report Management

                                                                                                                                                      Overview of Managing Reports on the Reports Explorer

                                                                                                                                                      The Reports explorer lets you manage standard and custom reports. From here, you can organize, locate, and view reports.

                                                                                                                                                      When viewing a report, you can print, forward, and export the report. If the report allows inline editing, you can also edit data shown on the report directly from the report.

                                                                                                                                                      You can adjust the report’s display options to better suit your needs, and alter data characteristics to sort, filter, and output the data in different formats.

                                                                                                                                                      Viewing Reports

                                                                                                                                                      Oracle Service Cloud includes numerous standard reports you can use to track activity in any application, such as Oracle RightNow Feedback Cloud Service (Feedback).

                                                                                                                                                      You can view a detailed description of any report by viewing the report’s definition. If one of the standard reports does not meet your needs, you can create a custom report to return the specific information you want. Custom and standard reports are opened in the same manner.

                                                                                                                                                      You can also use the options on the ribbon to search for information, change the report’s display, share the report with others, and perform other actions. Some reports also include multiple output levels or link to other reports or dashboards that you open to view additional information.

                                                                                                                                                        Opening Reports

                                                                                                                                                        You can open any report from the Report explorer.

                                                                                                                                                        Staff members with the appropriate permissions can open standard and custom reports from the navigation pane or from the Reports explorer. You can double-click a report in a navigation list or double-click the Reports explorer to select a specific report to open.

                                                                                                                                                          Open a Report from the Reports Explorer

                                                                                                                                                          You can open reports using the reports explorer.

                                                                                                                                                          1. Click Analytics on the navigation pane.

                                                                                                                                                          2. Double-click Reports Explorer.

                                                                                                                                                            The explorer opens on the content pane with the folders tree on the left and a detailed list of the selected folder’s contents on the right.
                                                                                                                                                          3. In the list on the right, right-click the report you want to open and select Open.

                                                                                                                                                            When you open a report, the Search window may be displayed where you can specify the search parameters you want to use for the report. The window displays if the report has required runtime selectable filters or is configured to display the Search window. For information about using the Search window, see Searching in Reports.

                                                                                                                                                            In addition, when you attempt to open reports that examine a large amount of data or that may take a long time to run, you may be presented with an option to queue the report. See Queuing Reports.

                                                                                                                                                            This table describes the standard sections you will see when you view reports. Reports may not include all sections.

                                                                                                                                                            Table Report Sections

                                                                                                                                                            Field Description

                                                                                                                                                            Docked Filters

                                                                                                                                                            Docked runtime filters defined in the report display above the report output, allowing you to quickly select different filter values. For information about adding docked runtime filters, see Add Variables or Run-Time Filters to Docked Filters.

                                                                                                                                                            You can dock output variables in reports in the same manner as runtime filters.

                                                                                                                                                            Report Header

                                                                                                                                                            Text added to this area displays near the top of each page in the report. See Add a Text Field to a Header or Footer.

                                                                                                                                                            Output Descriptions

                                                                                                                                                            Report output descriptions let the report’s creator relay information, such as the report’s intended purpose, to those who view the report. Output descriptions can be displayed inline, on a separate tab, or on column rollover.

                                                                                                                                                            Search Criteria Descriptions

                                                                                                                                                            Descriptions of the filters in the report can be displayed to describe the report’s filters and values. See Search Criteria Descriptions.

                                                                                                                                                            Charts

                                                                                                                                                            Any charts defined in the report display above the tabular report output. See Adding and Editing Charts.

                                                                                                                                                            When viewing a chart in a report, you can right-click the chart to switch to a two- or three-dimensional view. When viewing a three-dimensional chart, you can right-click the chart, select Rotate, and drag the chart to change the viewing angle.

                                                                                                                                                            Data Area

                                                                                                                                                            This area contains the tabular report output.

                                                                                                                                                            Report Footer

                                                                                                                                                            Text added to this area displays near the bottom of each page in the report. See Add a Text Field to a Header or Footer.

                                                                                                                                                            Data Exceptions

                                                                                                                                                            Records matching data exceptions defined in the report are flagged, and a summary of the data exception can be displayed in the report output. See Create a Data Exception.

                                                                                                                                                          4. If output or search criteria descriptions are displayed as a tab in the report, click the Descriptions tab to view the descriptions. Descriptions can also be displayed as inline text in the report header, or by rolling over the column names in the report.

                                                                                                                                                          View Data Using the Report or Layout View

                                                                                                                                                          When you open a report, you can choose to view it using a layout or report mode.

                                                                                                                                                          The report view is used by default and lets you look at the report’s data, print the report, and work with the report’s records if you have permissions to do so. However, you cannot add column calculations or adjust column formatting options using the report view.

                                                                                                                                                          Most staff members use the report view when they look at a report. You can also look at the report using the layout view, which lets you apply formatting options and calculations to individual columns in the report. For example, if you wanted to add conditional formatting to a column to highlight data that met certain criteria in the column, you could change to the layout view, select the column, and configure conditional formatting for the column. Or, to display a calculation at the bottom of a particular column, such as the total of the values shown in a currency column, you could select the column and then select the calculation you want from the report’s Design tab. When using the layout view, you can also change the width of individual columns, and move columns in a report if you want them displayed in a different order. For information about moving columns, changing column format options, and adding column calculations, see Editing and Moving Columns.
                                                                                                                                                          1. Open a report.

                                                                                                                                                            By default, the report opens in the report view.
                                                                                                                                                          2. Click Display tab on the ribbon.

                                                                                                                                                          3. Click the arrow on the Views button and select Layout View to change the view.

                                                                                                                                                          4. To return to the report view, click the arrow on the Views button and select Report View.

                                                                                                                                                            View a Report Definition

                                                                                                                                                            If you want to see descriptions of a report’s output columns, search criteria, and other components, you can view the report definition.

                                                                                                                                                            This can be helpful if you want to see exactly how the report was created or determine if the report meets your needs. You can print a report’s definition, and you can export the output to a file for later viewing.
                                                                                                                                                            1. From the Reports explorer, do one of the following:

                                                                                                                                                              • Select a report and click View Definition on the ribbon.
                                                                                                                                                              • Open a report, click the Home tab, click Definition, and select View.
                                                                                                                                                              The Report Definition window opens.
                                                                                                                                                            2. To save the output from the report definition to a file for later viewing, click Export and select the file type.

                                                                                                                                                              You can select HTML, PDF, Excel, Image, and Delimited file types. See Export Report and Dashboard Data for a description of these file types. You can also choose to export the definition to an XML file which you can use to create duplicate reports on other interfaces. See Export a Report Definition to an XML File.

                                                                                                                                                            3. To print the page, perform these steps.

                                                                                                                                                              1. To preview the page layout page before printing it, click Print Preview. See Preview a Report.

                                                                                                                                                              2. To configure the page layout, click Page Setup. See Report Designer Page Setup Tab.

                                                                                                                                                              3. Click Print.

                                                                                                                                                                Your computer’s Print window opens where you can select the destination printer.
                                                                                                                                                            4. Click X on the top right to close the Report Definition window.

                                                                                                                                                              Export a Report Definition to an XML File

                                                                                                                                                              You can save a report definition as an XML file for later viewing.

                                                                                                                                                              If you have multiple interfaces, you can import the XML file to copy a custom report from one interface to another. This lets you create duplicates of complex custom reports on other interfaces without manually re-creating the reports.

                                                                                                                                                              The following procedure explains how to export report definitions to XML files, which you can later import. See Import a Report from an XML File.

                                                                                                                                                              1. To export a report definition from the Report Definition window:

                                                                                                                                                                1. Click the window’s Export button.

                                                                                                                                                                2. Select Report Definition.

                                                                                                                                                                The Save As window opens.
                                                                                                                                                              2. To export a report definition while you’re viewing or editing it:

                                                                                                                                                                1. Click the Home tab.

                                                                                                                                                                2. Click Definition.

                                                                                                                                                                3. Select Export.

                                                                                                                                                                The Save As window opens.
                                                                                                                                                              3. Select a location for the file and enter a file name.

                                                                                                                                                              4. Click Save.

                                                                                                                                                              The report definition is saved as an XML file.

                                                                                                                                                              Ribbon Options When Viewing Reports

                                                                                                                                                              There are several different ways to view a report.

                                                                                                                                                              When viewing a report, you can move between the Home, Display, and Page Setup tabs on the ribbon to access buttons that modify the report’s display, search for data, and edit records. When looking at a report using the layout view, you can also access Design and Format tabs to adjust formatting and display options. The buttons you see on some of the tabs vary depending on the report’s configuration and on what is selected on the report.

                                                                                                                                                              Tip: You can minimize the ribbon when viewing a report by double-clicking the active tab. Click the tab to temporarily display the buttons on the tab, or double-click the tab again to maximize the ribbon.

                                                                                                                                                              Each tab on the ribbon has one or more groups containing buttons you can use to modify the report or items on the report. Some groups have a button to the right of their name that you can click to open windows. For example, you can click the Background group’s button on the Page Setup tab to open the Display Options window.

                                                                                                                                                              Windows give you access to the same features you can access from the ribbon, though the windows group the options differently, and sometimes contain options not available from the ribbon. When explaining features that can be accessed from a window or the ribbon, we describe the feature using the window. However, the ribbon’s buttons provide shortcuts to most of the same features available on windows.

                                                                                                                                                                Report Home Tab

                                                                                                                                                                The buttons on the Home tab let you search for records in the report, refresh the report, and modify records displayed in the report.

                                                                                                                                                                Buttons to modify records are shown on the tab only when the current report level displays individual records. These options vary depending on the type of records shown in the report and are disabled if the staff member viewing the report lacks permissions to perform the action.

                                                                                                                                                                Table Home Tab

                                                                                                                                                                Group/Button Description

                                                                                                                                                                Record

                                                                                                                                                                The buttons in this group let you work with the specific records returned in the report. The available buttons vary depending on the type of records returned in the report and permissions in your profile.

                                                                                                                                                                When editing custom reports, you can choose the buttons you want to display on this group. See Change Record Command Actions.

                                                                                                                                                                The buttons in this group are displayed only if the report level you view returns unique records that can be edited such as incidents, answers, contacts, or organizations.

                                                                                                                                                                Open

                                                                                                                                                                Click this button to open the selected record. To open a record that is associated with the selected record, click the arrow on the button and select the type of record you want to open. For example, you could open the contact record for the customer who submitted the selected incident.

                                                                                                                                                                New

                                                                                                                                                                Click this button to create a record of the same type as the record selected on the report. To create a record of a different type, click the arrow on the button and select the type of record you want to create.

                                                                                                                                                                Print

                                                                                                                                                                Click this button and select the record you want to print. You can print the selected record or another record associated with the selected record. For example, to print the contact record of the customer who submitted the selected record, click the Print button and choose Contact.

                                                                                                                                                                Copy

                                                                                                                                                                Click this button and select the record you want to copy. You can copy the selected record or another record associated with the selected record.

                                                                                                                                                                Assign

                                                                                                                                                                Click this button and select the record you want to assign to another staff member. You can assign the selected record or another record associated with the selected record.

                                                                                                                                                                Delete

                                                                                                                                                                Click this button and select the record you want to delete. You can delete the selected record or another record associated with the selected record.

                                                                                                                                                                Preview Answer

                                                                                                                                                                Click this button to view the selected answer as it will display on your site’s customer portal. This button is displayed only when viewing a report that lists answers.

                                                                                                                                                                Forward

                                                                                                                                                                Click this button to forward the selected record in an email.

                                                                                                                                                                Propose

                                                                                                                                                                Click this button to propose the selected incident as an answer. This button is displayed only when viewing a report that lists incidents.

                                                                                                                                                                Fill Inbox

                                                                                                                                                                Click this button to assign incidents to yourself from incident queues. This button is displayed only when viewing a report that lists incident information and when the permissions in your profile allow you to pull incidents from queues. This button must be manually enabled on custom reports. See Change Record Command Actions.

                                                                                                                                                                If the report is configured to use the report database, it will automatically be updated to instead use the operational database when you click Fill Inbox. This ensures that the report uses current data when assigning incidents. See Fill Your Inbox and Report Databases.

                                                                                                                                                                Email

                                                                                                                                                                Click this button to open your default email program to send an email to the contact associated with the record.

                                                                                                                                                                Monitor

                                                                                                                                                                Click this button to open the chat sessions workspace to monitor agents’ chat sessions. This button is displayed only when Chat is enabled and when the permissions in your profile allow you to monitor chat sessions.

                                                                                                                                                                Force Logout

                                                                                                                                                                Click this button to log out the selected staff account. This button displays only when the report returns staff account information and can be enabled or disabled on custom reports. See Change Record Command Actions.

                                                                                                                                                                Editing

                                                                                                                                                                This group is displayed when inline editing is enabled on the report. The buttons in this group let you save and edit records using inline editing. See Editing Data Directly on a Report.

                                                                                                                                                                Data Set

                                                                                                                                                                The buttons in this group let you search for data in the report, refresh the display, and reset the search criteria to the report’s defaults. See Searching in Reports.

                                                                                                                                                                The buttons in this group aren’t available when viewing a report that was queued. See Queuing Reports.

                                                                                                                                                                Search

                                                                                                                                                                Click this button to open the report’s Search window to select criteria for variables and runtime selectable filters.

                                                                                                                                                                Refresh

                                                                                                                                                                Click this button to reload the data shown using the report’s current search criteria. If staff members are permitted to change automatic refresh settings, an arrow is added to the button. You can click the arrow to enable or disable automatic refresh and set the refresh interval. See Change Report Properties for information about changing refresh intervals.

                                                                                                                                                                Reset

                                                                                                                                                                Click this button to reload the data shown using the report’s default search criteria.

                                                                                                                                                                Find

                                                                                                                                                                Click this button to open the Find window to enter text, numeric values, or special characters you want to locate in the report’s output. Report cells that contain the search value are highlighted on the report. See Find Content in a Report.

                                                                                                                                                                Find Next

                                                                                                                                                                Click this button to highlight the next instance of the search values entered on the Find window.

                                                                                                                                                                Clear

                                                                                                                                                                Click this button to clear the search values entered on the Find window.

                                                                                                                                                                Analyze

                                                                                                                                                                The buttons in this group let you sort the data shown on the report and apply auto filtering, rollups, and slicing to the data.

                                                                                                                                                                Auto Filter

                                                                                                                                                                Click this button to enable auto-filtering in the report. Auto-filtering provides column filtering after the report has been generated. See Enable Auto Filters.

                                                                                                                                                                Sort

                                                                                                                                                                Click this button to open the Sort window and select which output columns to sort by and the sort method. See Changing Sort Options.

                                                                                                                                                                Rollups

                                                                                                                                                                Click this button to select rollup options and open the Rollups window. See Define Rollups.

                                                                                                                                                                Slice

                                                                                                                                                                Click this button to select slice options and open the Slice window. Slicing groups data so you can view only the subset of records you’re interested in. See Slicing Report Data.

                                                                                                                                                                Report

                                                                                                                                                                The buttons in this group let you export the report, forward the report in an email, save and restore default settings, and view and export the report definition.

                                                                                                                                                                Export

                                                                                                                                                                Click this button to export the data from a report to a file for use with third-party applications. You can export report data in the following formats: HTML, PDF, Excel, XML, Image, and Delimited. See Export Report and Dashboard Data.

                                                                                                                                                                Permission to export, print, and forward reports must be enabled in your profile for this button to display. See Overview of Staff Management.

                                                                                                                                                                Forward

                                                                                                                                                                Click this button to send the report to individuals or distribution lists in an email. See Forward a Report.

                                                                                                                                                                Permission to export, print, and forward reports must be enabled in your profile for this button to display. See Overview of Staff Management.

                                                                                                                                                                Default Settings

                                                                                                                                                                Click this button and select Save as Default to save your personalized display and data settings for a report for later use. Select Restore to remove personalized display and data settings from a report and restore the settings to those defined in the report. See Reset Display and Data Settings.

                                                                                                                                                                This button is not available on a report’s Home tab when viewing the report in a dashboard.

                                                                                                                                                                Definition

                                                                                                                                                                Click this button and select View to view the report definition, showing descriptions of the report’s tables, columns, filters, and other information describing the report’s structure. Click Export to export the definition to a file which you can import into another interface to copy the report. Click Edit to open the report for editing on the report designer.

                                                                                                                                                                See View a Report Definition. For information about editing reports, see Open the Report Designer.

                                                                                                                                                                This button is not available when viewing a report that was queued. See Queuing Reports.

                                                                                                                                                                  Report Display Tab

                                                                                                                                                                  The display tools let you adjust the fonts, colors, margins, and other display settings in the viewed report.

                                                                                                                                                                  Table Display Tab

                                                                                                                                                                  Field Description
                                                                                                                                                                  Views Click the arrow on this button to choose whether to view the report using the report view or layout view. See View Data Using the Report or Layout View.
                                                                                                                                                                  Auto Format Click this button to apply a style to a report. See Apply a Style to a Report.
                                                                                                                                                                  Sections The check boxes in this section let you show or hide the Docked Filters, Charts, Exceptions, Report Header, and Report Footer report sections. You can also use the buttons in the group to select how you want to display the data, search criteria descriptions, and output descriptions.
                                                                                                                                                                  Data Click this button to select how you want to display the report’s data. You can choose to hide the data, display the data in a tabular layout, or display it in a record layout. See Display Data Using Record or Tabular Layouts.
                                                                                                                                                                  Search Criteria Click this button to hide or show the report’s search criteria. You can show the criteria inline or on a separate tab. See Display Search Criteria Descriptions on Reports for information about search criteria descriptions.
                                                                                                                                                                  Output Descriptions

                                                                                                                                                                  Click this button to hide or show the report’s output description. You can show the description on column rollover, inline, or on a separate tab. See Display Output Descriptions for information about output descriptions.

                                                                                                                                                                  Options The buttons and check boxes in this group let you add page breaks to the report, apply cross tabs, add links and row numbers, fix column headers, show multiline calculations, and select the fields and data exceptions you want to view.
                                                                                                                                                                  Field Chooser

                                                                                                                                                                  Click this button to open the Field Chooser window and show or hide output columns in a report. See Hide or Show Columns Using the Field Chooser.

                                                                                                                                                                  Cross Tab Click this button to select cross tab options and open the Cross Tab window and select the output columns to use as cross tabs. See Define a Cross Tab Report.

                                                                                                                                                                  Open the Cross Tab window and select the output columns to use as cross tabs.

                                                                                                                                                                  Page Report Click this button to add page breaks to a report and select the number of records to display on each page. See Add Page Breaks.
                                                                                                                                                                  Links Click this button to select the action links you want displayed on the report or to hide links that you do not want displayed. The available links vary depending on the type of record the report returns and on the links that are enabled when editing the report.

                                                                                                                                                                  This button is active only if the current report level displays unique records and the report is configured to display links by default. See Add Record Command Links to a Report.

                                                                                                                                                                  Exceptions Click this button to show or hide data exceptions. See Show or Hide Data Exceptions.

                                                                                                                                                                  This button is active only if the current report level includes data exceptions.

                                                                                                                                                                  Guide Click this button to configure the report to display guided assistance response data in a tree format. See Display Guided Assistance Information in Tree Format.

                                                                                                                                                                  This button is active only if the report includes data from the Guided Assistance Responses (decision_tree_responses) table. The button is also disabled if the current report level is configured to display data using cross tabs.

                                                                                                                                                                  Fix Column Headers Select this check box to fix the column headers. Fixed column headers do not move when you use the vertical scroll bar.
                                                                                                                                                                  Row Numbers Select this check box to display row numbers in the report.
                                                                                                                                                                  Multiline Calculations Select this check box to display calculations on separate rows.
                                                                                                                                                                    Report Page Setup Tab

                                                                                                                                                                    The Page Setup tab lets you configure printing options. You can also change the background, margins, and width of reports.

                                                                                                                                                                    Each tab has one or more groups containing buttons you can use to modify printing or display options. Some groups have an arrow to the right of the group name that you can click to open a window. For example, you can click the arrow on the Background group to open the Display Options window.

                                                                                                                                                                    Windows give you access to the same features you can access from the ribbon, although the windows group the options differently, and sometimes contain options not available from the ribbon.

                                                                                                                                                                    Table Page Setup Tab

                                                                                                                                                                    Group/Button Description
                                                                                                                                                                    Print The buttons in this group let you configure printing options and add the Page Header and Page Footer sections. Click the arrow on the Print group to open the Page Setup window. See Print a Report.

                                                                                                                                                                    This button group displays only if your profile includes the Print/Export/Forward Reports permission. See Assign Analytics Permissions.

                                                                                                                                                                    Print Margin Click this button to select the size of the margins used when printing. The available options are Normal, Narrow, Medium, and Wide.
                                                                                                                                                                    Size Click this button to select the paper size. The available options are Letter, Legal, Executive, A3, A4, and A5.
                                                                                                                                                                    Portrait/Landscape Click these buttons to print in portrait or landscape mode.
                                                                                                                                                                    Page Header/Page Footer Select these check boxes to include a page header and page footer when printing the report.
                                                                                                                                                                    Print to Fit Select this check box to scale your output to your printer’s default page width and send it to the printer.
                                                                                                                                                                    Background The buttons in this group let you add a background color. You can add a gradient color to blend into the primary color and choose how intense the colors should be with the Transparency setting. Click the arrow on the Background group to open the Display window.
                                                                                                                                                                    Fill Color Click this drop-down menu to select a background color.
                                                                                                                                                                    Gradient Click this drop-down menu to apply a gradient to the background.

                                                                                                                                                                    This option is available only after you have selected a fill color.

                                                                                                                                                                    Transparency Click this drop-down menu to apply a transparency to the background.

                                                                                                                                                                    This option is available only after you have selected a fill color.

                                                                                                                                                                    Display The buttons in this group let you add margins and set the width. Click the arrow on the Display group to open the Display window.
                                                                                                                                                                    Margin Click this button to define the amount of white space around the printed output. The available options are None, Narrow, Medium, Wide, and Custom. Selecting Custom lets you specify the number of pixels for the top, bottom, left, and right margins.
                                                                                                                                                                    Width Click this button to select the width of the entire printed output. The available options are Best Fit and fit to Window.
                                                                                                                                                                      Report Design Tab

                                                                                                                                                                      When viewing a report in the layout view, you can select a column and select options on the Design tab to change how the data in the column is presented. For example, you can add calculations to the column or roll up the column’s data.

                                                                                                                                                                      Note: This tab displays only when editing reports or viewing them using the layout view. See View Data Using the Report or Layout View.

                                                                                                                                                                      Table Design Tab

                                                                                                                                                                      Group/Button Description

                                                                                                                                                                      Arrange

                                                                                                                                                                      The buttons in this group let you move and hide the selected column.

                                                                                                                                                                      To show hidden columns, right-click the header of a visible column, select Insert Hidden Column, and select the column you want to show.

                                                                                                                                                                      Sort

                                                                                                                                                                      Click this button and select Sort Ascending or Sort Descending to sort the data in the report by the values in the selected column. See Changing Sort Options.

                                                                                                                                                                      Calculations

                                                                                                                                                                      The buttons in this group let you add calculations to the selected column. You can hover over each button to view a description of the calculation. You can also choose to show multiple calculations on a single row or on separate rows. See Add Calculations to a Column.

                                                                                                                                                                      Rollup

                                                                                                                                                                      The buttons in this group let you group the information in the report by the selected column. You can also change the ordering if your report has multiple rolled-up columns. See Define Rollups.

                                                                                                                                                                      Slice

                                                                                                                                                                      The buttons in this group let you slice the data in the report by the selected column. You can also change the slice level if your report’s data is sliced by more than one column. You can choose to display slice columns as a tree or as links. See Slicing Report Data.

                                                                                                                                                                        Report Format Tab

                                                                                                                                                                        The Format tab provides options, such as fonts for a report layout.

                                                                                                                                                                        When viewing a report in the layout view, you can select a column and select options on the Format tab to change how the data in the column is displayed. For example, you can change the fonts, hide repeating lines of data, and replace numeric data with gauges.

                                                                                                                                                                        Note: This tab displays only when editing reports or viewing them using the layout view. See View Data Using the Report or Layout View.

                                                                                                                                                                        Table Format Tab

                                                                                                                                                                        Group/Button Description

                                                                                                                                                                        Font

                                                                                                                                                                        The buttons in this group let you change the font style, size, and color. You can also select font attributes, such as bold and italic, and change the text’s alignment. In addition, you can add a background color.

                                                                                                                                                                        Margin

                                                                                                                                                                        Click this button to select the width of the margins around the selected column. The available options are None, Narrow, Medium, Wide, and Custom. Selecting Custom lets you specify the number of pixels for the top, bottom, left, and right margins.

                                                                                                                                                                        Border

                                                                                                                                                                        The buttons in this group let you add borders to the column and change the borders’ display options. You can identify which borders you want and choose the borders’ color, size, and style.

                                                                                                                                                                        Display

                                                                                                                                                                        The buttons in this group let you apply conditional formatting to the column, change the column’s width, freeze the column, and hide repeating values in the column. You can also select other display options for the column.

                                                                                                                                                                        Conditional Formatting

                                                                                                                                                                        Click this button to apply conditional formatting to the column’s data.

                                                                                                                                                                        Width

                                                                                                                                                                        Click this button to select a width for the column. Select Best Fit to automatically set the width based on the amount of space needed to display the column’s contents. Best Fit also takes into account the width needed by other columns in the report. Select Percentage to specify a percentage of the total report width for the column.

                                                                                                                                                                        When using Best Fit, all content in the report is examined to calculate column width before the report displays. To reduce the report load time, select the Improve Display Performance data display option. See Change Data Display Options.

                                                                                                                                                                        Freeze Column

                                                                                                                                                                        Click this button to fix the selected column in place so it does not move when you horizontally scroll the report. This can be helpful if you want to continue to view the first column in the report while scrolling the report to see the columns on the right of the report.

                                                                                                                                                                        When you fix a column, all columns to the left of the column are also fixed. You can still scroll the columns to the right of the fixed column.

                                                                                                                                                                        Hide Repeating

                                                                                                                                                                        Click this button to hide consecutive repeating values in the column. For example, if the name of a staff member is shown in the column in five consecutive rows, you can hide repeating values to show the name in only the first column.

                                                                                                                                                                        If the Exclude Hidden Values from Calculations check box is selected on the Column Format window’s Alignment tab, any calculations on a column with the Hide Repeating option enabled do not include values in hidden rows.

                                                                                                                                                                        Options

                                                                                                                                                                        Click this button to select display options for the column.

                                                                                                                                                                        Number

                                                                                                                                                                        The options in this group let you display numeric values as a gauge and select numeric formats. This group displays when selecting a column containing numeric values.

                                                                                                                                                                        Date

                                                                                                                                                                        The options in this group let you select a date format for the column and view the format. This group displays when selecting a column containing date/time data.

                                                                                                                                                                        Drilling Down in Reports

                                                                                                                                                                        The drill-down feature lets you click data in a report to open another report, dashboard, or output level to view information related to that shown in the first report or output level.

                                                                                                                                                                        For instance, the first level of the standard Incidents by Category report displays category names and the number of incidents in each category grouped by date range. By clicking a category name in the report’s chart or tabular data, you can drill down on the category to open a new output level in the report showing the number of incidents in each subcategory. You can then drill down on each subcategory to open an additional level showing details about the incidents in the subcategory.

                                                                                                                                                                        By default, output levels opened from drill-down links replace the parent output level on the content pane. You navigate back to other output levels, including the report’s top level, by clicking the level you want at the top of the report. Drill-down levels, reports, and dashboards opened from drill-down links can also be configured to display separately from the parent report. See Adding Additional Output Levels.

                                                                                                                                                                        Tip: Usually, when drilling down into another output level in a report, the database is queried to ensure the most current data is displayed even if you have already viewed the output level. However, this can take extra time and may be unnecessary when viewing reports with data that does not change frequently. To more quickly load report output levels you have already viewed, you can cache the data shown in each level. See Change Report Properties.

                                                                                                                                                                        Most reports with drill-downs open another output level in the same report. However, you can also link reports together to open another report when you click a drill-down link. See Linking Reports.

                                                                                                                                                                          View the Data Dictionary

                                                                                                                                                                          You can use the data dictionary to view information about the tables and fields in your site’s Oracle Service Cloud database.

                                                                                                                                                                          The information returned in reports and dashboards is stored in your site’s database, allowing you to see vital information about your customers, staff members, and interfaces. Using the data dictionary, you can view details about all the tables and fields in the database, such as field names, descriptions, and database types. You can add the Data Dictionary component to any navigation list. See Change Your Navigation Pane Settings.
                                                                                                                                                                          Note: Not all the information in the database is accessible to Oracle RightNow Analytics Cloud Service (Analytics).
                                                                                                                                                                          1. Click Configuration on the navigation pane.

                                                                                                                                                                          2. Expand Database, and then double-click Data Dictionary.

                                                                                                                                                                            The content pane displays a list of all the tables in the database.
                                                                                                                                                                          3. Click a table to view the table information.

                                                                                                                                                                            The details that display depend on the table you have selected.

                                                                                                                                                                            Table Table Information

                                                                                                                                                                            Field Description
                                                                                                                                                                            Table Label Lists the descriptive table name used in the data dictionary throughout Oracle Service Cloud.
                                                                                                                                                                            Table Description Displays a description of the table.
                                                                                                                                                                            Tbl Displays the table ID number.
                                                                                                                                                                            Visibility Indicates the products and components that use the table, such as Service, Offer Advisor, and Chat.
                                                                                                                                                                            Custom Fields Indicates whether custom fields are allowed in the table.
                                                                                                                                                                            Primary Key Lists the primary key columns. Click a column to view the column information.
                                                                                                                                                                            Columns Lists the columns contained in the table. Click a column to view the column information.
                                                                                                                                                                            Indexes Lists the indexed columns in the table. Click an indexed column to view the column information.
                                                                                                                                                                          4. To view column details, click a column in the Table Information section. The details that display depend on the column you select.

                                                                                                                                                                            Table Column Information

                                                                                                                                                                            Field Description
                                                                                                                                                                            Column Label Displays the descriptive column label used by the data dictionary throughout Oracle Service Cloud.
                                                                                                                                                                            Column Suffixes Indicates the suffixes that can be used with this column in analytics, such as .id or .name.
                                                                                                                                                                            Column Description Displays a description of the column.
                                                                                                                                                                            Column Type Displays the type of column, such as menu field or major join field.
                                                                                                                                                                            Data Type Lists the column data type, such as integer or varchar.
                                                                                                                                                                            Length Lists the number of characters allowed in the field.
                                                                                                                                                                            Column Attributes Lists the column attributes, such as not nullable or unique.
                                                                                                                                                                            Analytics Usage

                                                                                                                                                                            Indicates how the column can be used in analytics.

                                                                                                                                                                            • All—Can be used anywhere in the report.

                                                                                                                                                                            • Display—Can be used in a display column.

                                                                                                                                                                            • Exception—Can be used in an exception.

                                                                                                                                                                            • Filter—Can be used in a regular (node) filter.

                                                                                                                                                                            • Group—Can be used to group.

                                                                                                                                                                            • Group Filter—Can be used in a group filter.

                                                                                                                                                                            • Join Filter—Can be used in a join filter.

                                                                                                                                                                            • No Search—Can be used in a display column, exception, or group filter, and can be used to group or sort.

                                                                                                                                                                            • Search—Can be used in a regular, group, or join filter, and exception.

                                                                                                                                                                            • Sort—Can be used to sort.

                                                                                                                                                                            Joins Lists the columns that the selected column is joined to.

                                                                                                                                                                            Searching in Reports

                                                                                                                                                                            You can search for specific records in reports from the Search window.

                                                                                                                                                                            You search for specific records in reports from the Search window. You can open the Search window from the report’s Home tab. This window also opens automatically when the report includes required runtime filters or when the Open Report Without Prompting for Search Parameters report option is not selected. See Change Report Properties.

                                                                                                                                                                            The options available when searching for information consist of the runtime filters, output variables, sorting options, and other search parameters added when the reports are created or edited. You can modify the layout of these options on the window and save the layout for later use (see Modify the Search Window). The search parameters are specific to each report, though many reports share similar filters and output variables. While most search parameters need little or no explanation, some are unique and require additional explanation.

                                                                                                                                                                            After you perform a search, you may find that the data does not include information from the current day. Certain database tables contain cached data that is updated nightly. See Using Cached Data.

                                                                                                                                                                            Note: Reports are intended to output only the information you need to view or access for a specific purpose. We recommend that you configure custom reports to include fixed filters or required runtime selectable filters to limit the data they can return. See Overview of Report Filters.

                                                                                                                                                                            After generating the report using the search criteria you want, you can quickly locate specific content displayed in the report using the Find feature. See