HELP FILE

Create, Save, and Share Custom Reports

Create a custom report

  1. Log in to GoToAssist Service Desk at https://desk.logmeininc.com.
    • To make a report only available within a single service, select the service from the Service drop-down menu. 
    • To make the report available to the entire account, select Global View from the Service drop-down menu.

  2. Go to [Incident, Problem, Change, Release or Knowledge] > Reports & Queues > New Report/Queue.

  3. On the Create New Report page, select an attribute (e.g., date, priority level, assignee) that you want to report on (if desired, use the search box to find the desired option more quickly). This can be any of the following:

    • Dates – Created Date, Occurred Date, Responded Date, Escalated Date, etc.
    • People – Assignee, Assigned to Customer, Owner, Customer, Raised by user, etc.
    • Status – Overdue / Not Overdue, Resolved / Not Resolved, Open / Closed, etc.
    • Miscellaneous – Keywords, Type, Priority, Category, Total Time Spent, Tagged, Linked to, etc.
      Note: You can use double quotes to search for an exact phrase when searching by Keyword in reports (e.g., "Thank you - I appreciate your help").

  4. Once saved, the following can be done with custom reports:

    • Access and edit reports at any time.
    • Export reports as .csv files.
    • Email reports to yourself.
    • Edit, close or delete multiple items at once (i.e., mass actions).
    • Create email schedules that automatically run reports and email you the results.
    • Create action schedules that performs actions against all results of the report.
    • Add reports to your Dashboard Queue.

Save and/or share a report

When you create a new report, you are given the option to save the report for later use, which also allows you to add it to your dashboard queue and share it with other agents.

  1. Log in to GoToAssist Service Desk at https://desk.logmeininc.com.
  2. Create a new report.
  3. Use the desired checkbox options at the bottom of the page, as follows:

    • To save the report, ensure that the "Save Report" check box is selected, then enter a title for the saved report. This will enable you to run it again at a later time.
    • To share the report with others, ensure that the "Share Report" check box is selected. This will enable other agents to use the report and add it to their own dashboard queue.

  4. Click Save Report.

Add a report to the dashboard queue

You can add reports to your dashboard queue in either of the following ways:

  • For new reports, select the Add to Dashboard Queues check box before clicking Save.
  • For existing reports, go to the desired Reports & Queues page (e.g., for incidents, problems, changes, release or knowledge articles), then click add next to the desired reports under the My Reports section (in the Dashboard Queues column). Click and drag the Move icons in the Dashboard Queues section to rearrange the order in which the reports appear in the dashboard.

Edit a report

Agents can edit custom and shared reports at any time.

Note: Use caution when editing or deleting shared reports, as they are accessible to everyone and may affect other agents who also use the report.
  1. Log in to GoToAssist Service Desk at https://desk.logmeininc.com.
  2. Open a saved custom report or shared report.
  3. Click Edit and make desired changes.
  4. Click Run Report to retrieve results without saving, or Save Report to save changes permanently.

Delete a report

Agents can delete custom and shared reports at any time. Please use caution when editing or deleting shared reports, as they are accessible to everyone and may affect other agents who also use the report.

Note: Once deleted, the data will no longer be accessible within your account, however, the data remains stored within our system.
  1. Log in to GoToAssist Service Desk at https://desk.logmeininc.com.
  2. Open a saved custom report or shared report.
  3. Click Delete.
  4. Click OK to confirm.

    Related

    About Reports and Queues

    Access and Run Shared Reports

    Run Standard Service Reports

    Export and Email Reports

    Perform Mass Actions on Multiple Records

    Schedule and Queue Reports