Introduction

OakTree Navigator provides out of the box support for CA Unicenter® Service Desk. The Navigator Module for Service Desk provides immediate value by allowing end users to quickly create complex ad-hoc and custom reports without any knowledge of the CA databases or database query languages. Using the Navigator Report Builder, reports are simply point-and-click and once saved reports are instantly available to end-users across the organization through the internet-based Web Generator.

  • Supports both r6.x and r11.x version of Service Desk
  • Out of Box ITIL focused reports
  • Supports any Database Schema Modifications

Real Time Data Analysis via the Web

Saved reports are immediately available from the Navigator Web Generator where data can be filtered, grouped, sorted and exported to numerous file formats.   Integrate Web Reports with other internet applications easily using the “External URL” feature or simply email the external URL to an end-user so they can click and bookmark a report for real-time access to data whenever convenient for them.


Drill-down to Specific Ticket or Asset


Launch Navigator Reports


Organized by All Major Components
  • Incidents
  • Problems
  • Requests
  • Change Orders
  • Issues
  • Activity Logs
  • Configuration Items (Assets)
  • Surveys
  • Contact
  • Workflow Tasks

Pre-programming Makes Tasks Easy

Pre-built module provides all database mapping and date conversions for simply Click and Report functionality. No knowledge of databases, SQL, or programming languages required.

Useful calculated fields such as “Elapsed Time Since Ticket Open” and “Total Time Opened” (from “Open Date” to “Close Date”) included.

Easy to create Service Level Agreement Reports for real-time view of SLA Violations

Pre-programmed Date Ranges such as Today, This Week, Last Month, and many more makes it easy to create Trend Reports.


Sample Reporting

Start to analyze your data and improve your Service Desk processes by creating reports such as:

  • Average Time for Ticket Closure - analyze the time it takes to close tickets by category, priority, asset type, customer, and analyst in order to spot areas of process improvement.

  • Number of Tickets Open/Closed by Analyst - determine which analysts are overburdened or require additional training by analyzing this metric by category area.

  • Percentage of Tickets by Customer (or Oranization or Location or Site) - see which customers or end users require the most assistance and in what areas. This could be possible training opportunities or may indicate the need for better knowledge articles.

  • Solutions Submitted by Analyst - if you have targets or goals for knowledge article submission, this enables you to quickly report on who is hitting his or her goals – and who isn’t. Review Survey

  • Responses by Analyst - link survey responses to the ticket and analyst to provide valuable insight to the analyst on how users are ranking his or her work.

These are just a few of the valuable analyses that are made easy by OakTree Navigator. With Navigator these reports take minutes to create, save, and distribute to your target audience via the Internet. No database or query knowledge is needed; everything is click-and-report via the Navigator's intuitive interface.