Resolve Report Builder
Route: /org/resolve/reports · Permission: Open the Resolve report builder (view) / Manage saved reports
Module: mod_sd_reports · Menu: Resolve Reports (on the Resolve rail)
1. What the Resolve Report Builder is
A drag-and-drop report designer over the selected project's service-desk data. You choose the dataset (Tickets, Service Requests, Problems or Changes), drag fields into Rows, Columns, Measures and Filters, press Run, and read the result as a pivot table or a chart. Any number in a ticket report is clickable — it opens the tickets behind it. Reports can be saved for reuse, privately or shared with the project.
It is the same builder as Task Reports and the Store Report Builder, pointed at Resolve data.
| Resolve Report Builder | Resolve Analytics | |
|---|---|---|
| Questions it answers | The ones you compose | Fixed report tabs |
| Grouping | Your choice (up to 3 dims + a pivot column) | Fixed |
| Saved | Yes — private or project-shared | No |
| Drill-down | Every ticket number → its tickets | Selected widgets |
Reports cover the currently selected project's service desk only.
2. How a report is put together
A ticket's status is a workflow code (new, open, …) whose display name — and whether it counts
as To do, In progress or Done — is defined per issue type in
Resolve settings. The builder shows the configured names; the
Status Category field groups by the workflow category instead, which is the honest way to
count "open vs done" across issue types with different workflows.
3. Building and running a report — step by step
Step 1 · Pick the dataset
Tickets (volume, SLA, agents, resolution time, CSAT), Service Requests (catalog demand and approvals), Problems or Changes (ITIL pipelines by status and risk). Switching clears the canvas (the page asks first).
Step 2 · Drag fields into the zones
Same interaction as the other builders. Filter pickers offer each vocabulary from its real source: statuses from the project's issue-type workflows, issue types and categories from the project's configuration, priorities as the platform's fixed P1–P4 scale (stored as 4 = Urgent … 1 = Low), SLA status as active / breached / fulfilled.
Step 3 · Run, read, drill
- Table — pivot with totals; two or more row dimensions become collapsible groups with subtotal rows.
- Chart — bar (stacked with a pivot column or a second row dimension), line (best with a date grain), pie.
- Drill-down — click any number: a drawer lists the matching tickets; the ticket # links to
the ticket detail (
/org/resolve/tickets/…). Service-request, problem and change drill-downs list their records without a deep link.
Step 4 · Save, share, templates, export
Identical to the other builders: private saves with a Share with project toggle, Save as, a Templates menu (Tickets by Month × Priority, SLA Breaches by Priority, Avg Resolution Time, Agent Workload, CSAT by Agent, Ticket Volume by Source, Service Requests by Status, Changes by Status × Risk…), CSV download, and print-to-PDF.
4. Field reference
| Dataset | Dimensions | Measures | Notable filters |
|---|---|---|---|
| Tickets | Status, Status Category, Issue Type, Priority, Assigned Agent, Requester, Category, Source/Channel, SLA Status, Open, Created/Resolved/Closed date (with grain), Ticket # | Count of tickets, Distinct requesters, Avg/Min/Max/Sum Resolution Hours, Avg/Min/Max CSAT | Subject contains, any dimension |
| Service Requests | Status (PENDING/APPROVED/REJECTED), Catalog Item, Needs Approval, Ticket Created, Requester, Created date | Count, Distinct requesters | Any dimension |
| Problems | Status, Risk Level, Created date | Count | Title contains |
| Changes | Status (pending_approval → implemented/failed/rolled_back), Risk Level, Created date | Count | Title contains |
Where the numbers come from
| Field | Source |
|---|---|
| Resolution Hours | resolved_at − created_at, in hours — resolved tickets only (filter Resolved is not empty) |
| CSAT Score | The customer's rating on the ticket; unrated tickets are excluded from averages |
| SLA Status | The ticket's SLA outcome: active / breached / fulfilled |
| Category, Source | Stored on the ticket's custom data — older tickets may group under (none) / unknown |
| Open | Status not resolved/closed |
5. The admin contract
| Prerequisite | Without it |
|---|---|
| Open the Resolve report builder permission | No access to the page |
| Resolve Reports menu permission | No rail entry |
| Manage saved reports permission | Run and export only — no Save / Share / Delete |
| A selected project with Resolve enabled | Nothing to report on |
| Issue-type workflows configured | Status labels fall back to raw codes |
| SLA policies configured | SLA Status stays active everywhere |
| CSAT collection enabled | CSAT measures are empty |
6. Downstream
Read-only over service-desk data. The only thing a report writes is its own saved definition.
Shared reports are also readable (and runnable) through the Orbit public API
(developers.<your-domain> — Orbit Resolve → Resolve Reports) with a key carrying the Resolve
report read scope. Private reports are never exposed there.
7. Don't confuse this with…
| Screen | Route | Shows |
|---|---|---|
| Resolve Report Builder (this page) | /org/resolve/reports | Reports you compose, saved and shared |
| Resolve Analytics | /org/resolve/analytics | Fixed report tabs (overview, SLA, agents, CSAT…) |
| Resolution Queue | /org/resolve/queue | Individual tickets, actionable |
| Executive Telemetry | Resolve rail | Leadership dashboard |
| Task Reports | /org/tasks/reports | The same builder over tasks |
8. Troubleshooting
| Symptom | Cause |
|---|---|
Status shows a raw code like open | That issue type's workflow has no display name for it — check Resolve settings |
| "Open vs done" counts look wrong across issue types | Group by Status Category instead of Status — each issue type has its own workflow |
| Resolution Hours is empty | The report includes unresolved tickets — add Resolved is not empty |
| CSAT average looks off | Only rated tickets count; check the ticket count measure beside it |
| Category shows (none) / Source shows unknown | The ticket was filed without those custom-data values — data, not a bug |
| Run is disabled | A report needs at least one row/column dimension and one measure |
| A filter seems ignored | It has no value yet — half-filled filters are skipped, not applied |
| A saved report is read-only | Shared by someone else — Save as makes your own copy |
Related
- Resolve Analytics — the fixed report tabs
- Task Report Builder — the same builder over tasks