Incident Reporting
The Incident Reporting section in DreamzFSM provides reports that help you track and analyse incidents, requests, problems, and change records in the system. You can view how many requests have been generated within a specific time range, drill into individual request details, review work order and job activity linked to incidents, and monitor incident statuses — all from a centralised reporting view.
- View request volumes across selected time periods with graphical representation
- Access detailed request information including status, requester, and related activity
- Review work order and job details linked to specific incidents
- Monitor incident work order details including creator, status, assignment, and date
- Search within reports and export data to Excel
Overview
Incident reports are accessible from the Reporting section in the left-hand navigation menu. The reports cover problems, requests, change records, and work orders linked to incidents. Visual graphs provide a quick overview of request trends, while drill-down options let you inspect individual records in detail. All reports include search functionality and can be exported to Excel.
Video Tutorial
How to Access Incident Reports
Step 1 – Navigate to Reporting
From the left-hand menu, click on Reporting. You will be taken to the reporting page.
Step 2 – Locate the Incident Reports Section
On the reporting page, find the section covering Problems, Requests, and Changes. The following reports are available:
- Request List – Shows how many requests have been generated within a specific date or time range, with a graph providing a visual representation of the data based on the selected timeline.
- Work Order Jobs Details – Displays which jobs have been created for a particular incident, allowing you to see the full work order and job activity linked to each incident.
- Incident Work Order Report – Provides detailed information on each incident's work order, including who created it, its current status, the date, and whether it has been assigned.
Step 3 – View Request Details
In the Request List, use the view icon next to a request to open its full details. This allows you to check information such as the request status, the requester, and any other relevant details without leaving the reporting section.
Step 4 – Search and Export
Use the search option within each report to locate specific records. Each report can also be exported to Excel for further analysis or record-keeping.
Tips for Using Incident Reports
- Use the Request List graph to quickly identify spikes in incident volume — this can help you spot recurring issues or periods of high workload.
- Use the Work Order Jobs Details report to trace the full lifecycle of an incident — from the original request through to the jobs and work orders created to resolve it.
- Review the Incident Work Order Report regularly to ensure all incidents have been assigned and are progressing — unassigned incidents can be identified quickly from this report.
- Export incident reports to Excel to support SLA reviews, trend analysis, or operational performance reporting.
Frequently Asked Questions
Can I view individual request details from within the report?
Yes. In the Request List report, use the view icon next to a request to see its full details, including the request status, requester, and other relevant information.
What does the Incident Work Order Report show?
This report displays detailed information about work orders linked to incidents, including who created the incident, the current status, the date, and whether the incident has been assigned.
Can I see which jobs were created for a specific incident?
Yes. The Work Order Jobs Details report shows all jobs created for a particular incident, giving you a full view of the activity linked to it.
Can I export incident reports to Excel?
Yes. All incident reports include a search option and can be exported to Excel for further analysis.