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Within NetHelpDesk, there are multiple ways to carry out reporting, and the scope of what you can report on is essentially endless.

Whether you are using the Data Analyser program in NetHelpDesk’s general user interface, the Export List To Excel feature, the dashboards and overview reports, or you are using a third party software like Crysral Reports or SQL Server Report Builder, if NetHelpDesk has data in it, you can be assured that is possible to report on it in many ways.

Our team offer basic report writing as part of your Maintenance package, but more complex requirements are available at an hourly cost. Speak with your NetHelpDesk representative for further details.

For those with more advanced SQL experience, to understand more about how the data is structured, go to here for a separate guide on SQL query fields.

Understanding the Data Structure in NHD SQL Database

To help your Database Analysts (DBAs) to understand the structure of your NetHelpDesk database, we have created the following document to help point the right direction.

This list is meant as a starting point, and is by no means definitive.

These are not the entire catalogue of data in NetHelpDesk. If data is stored in the database, it can be reported on.

Date Occurred


Client/Area name


Site name


Site Address

Info.idata (Ikind=s inum=site number iseq=site field id)

Site Telephone Number

Same as site address

User Name


User Telephone Number

User.uextn (also umobile, ufax)

Caller's Reference


Inventory ID

Device.Dinvno (unless you are referring to an asset field, then it will be the same as below)


Info.idata (Ikind=d inum=site assigned to number)


Info.idata (Ikind=d inum=site assigned to number)

Technician Assigned To

Faults.Assignedtoint (but this is an integer matched to Uname.unum)


Faults.Category2 (also category3.category4.category5 and 2,3,4,5 in the db =1,2,3,4 in NHD)


Faults.status (integer matched to tstatus.tstatus)


Faults.seriousness (NOT Faults.priority)

Responded Date and Time

Faults.fresponsedate and Faults.fresponsetime



List of Actions on call

Actions (matched to Faults with faultid)

Our Support team are available to assist with anything you may need.

Data Analyser

The Data Analyser functionality in NetHelpDesk allows for any type of reporting on data recorded in the database that you may ever need. If the data is in NetHelpDesk, you can report on it.

It uses SQL Queries to pull information from the database and presents it in a usable layout allowing you to filter the data in a number of different ways.

Although it would be beneficial to possess a SQL background, a knowledge of SQL is not necessary to use this extremely powerful tool. There are a number of simple queries that allow you to create a variety of reports. For more advanced reporting, SQL knowledge may be needed.

In the main screen, go to the main ribbon called Reporting, and you will see the Analyser options.

View Data Analyser Profiles

A suite of pre-written reports are already available to all Customers to choose from. If it was part of your example database when you first started looking at NetHelpDesk, at the very least you should have the two Reports available, called “Actions” and “Tickets”.

If these aren’t available as part of your install, and you are an Admin user, these can soon be added in for you. Please speak with our Support Team to get these reports. As we move through the guide, we will add to this list, and many more are available from our team.

Understanding Data Analyser using Existing Reports

Double click, or single click to highlight, and click ‘View’ or ‘Edit’. This will take you straight to the report data, and will display whatever was selected the last time the report was saved.

From here, you can see the additional tabs, and the first one is labelled Report.

If you click on the SQL String tab, a SQL statement has been configured to create the basis that the profile will work from. This goes into your database, asks it for information, and the SQL database will return information based on the query or statement.

In this example, we will look at a specially created report called Tickets, which uses a customised SQL View called Request View.

Starting on the Field Selection tab, choose the fields you would like to include on your report.

  1. To add a field to the report, select it, and click the > symbol.
  1. To remove, select and hit the < symbol, or click << to remove all fields.
  1. Click >> to add all fields.

Next, go to the Reporting Period tab, and choose the period you would like to select data from.

When choosing, ensure that a 'Date Field' is chosen on the right hand side. The reporting period must be selected from a date field.

If your query has produced one or multiple date field data, you can select the field most relevant to your reporting period.

For example, if you wanted to look at calls opened in the last month, compared to the call closed in the last month, these would be two very different data fields, producing very different results. This functionality flexibility allows for very powerful reporting at the click of a button.

Next, select a relevant data filter if you like, the data to Include or Exclude certain data from the total data produced. For example, you can select to Include only a certain Customer, or to Exclude a certain Technician, and so on. Go to the Reporting Period tab, and click Add New Filter.

Type of Filter

Include Only include rows that match this filter.

Exclude Do not include rows that match this filter.

If the choices in the database are alphanumerical values, the filter may give you a list to check from. In the first example below with Request Types, this filter will only include requests with the Request Type of Incident.

If the choices are purely numerical values, the filter may give you a further rule type that relates to a numerical value. In the second example below, with Hours Used, this filter will Exclude requests with less than 10 hours.

PLEASE NOTE: If the filter recognises that you are selecting a date field, it will ask you to, instead, use the Reporting Period tab instead, to control the dates used in the profile.

You can add more than one filter per profile. Be mindful that if data doesn’t display that you would expect, it may be due to a filter, or data requested does not exist that matches the filter.

Restricting Access to Your Report.

1) The Access Restrictions tab allows for certain reports to be restricted from certain users. This may be used for sensitive information, such as revenue or time logged, and so on.

2) If you do restrict a report, make sure to add yourself first of all. If you are not added to the list, even you won’t be able to run the report!

Once you have made the desired changes to the report, click Update Report to view your report.

Adding a Visual Representation

The Chart tab allows a visual representation of the data in your report. Depending on the type of report you are creating, the Update Report button may need to be used before continuing.

At the bottom of the chart tab, you will need to specify what two parameters the visual representation will use, such as Customer Name and Hours Used. To the right hand side of these axis, specify labels or titles for this data.

It is also possible to specify how to order the data, and whether the data will be ascending and descending.

Some combinations will use data that is not suitable for visual representations, and so may not load. Please clarify with any of our NetHelpDesk representatives should you need any help with the section of the data analyser reporting quite.

Grouping Your Data

To group by one of the columns in the report:

  1. Right click the column header.
  1. Click Group by this Column.

To produce a Total/Average at the base of the grouped column:

  1. Right click another column/columns
  1. Click Show Group Total for this Column or,
  1. Click Show Group Average for this Column.

To undo the groupings:

  1. Click Ungroup at the bottom of the main report screen.

Ordering Your Data

To order by a column in the report:

  1. Click on the column heading. Your data will be ordered in descending order.
  1. Click again to order in ascending order.

Reordering Columns in View

If the order that the columns appear in do not correspond with your preferences, they can be reordered by clicking and dragging to a new location. You do not need to be grouping to do this.

  1. Click and hold on the column header you wish to relocate.
  1. Slide the column in the direction required, and 2 green arrows will appear, to show the new location of the column, once you stop holding the column header.

Exporting Data into Excel

Once your report looks how you need it to, to export the data into an Excel spreadsheet, click the Save to Excel option at the bottom of the main Data Analyser Screen. Choose the location to save the report, as you would any other Microsoft Office file.

Send Attached to an E-mail

To send as a one-off e-mail:

  1. Click Send Now Via Email.

This will queue an email with the report attached to be sent via NHServer, like any other e-mail you send out from NetHelpDesk.

To send as a part of a regular e-mail schedule:

  1. Click Scheduled Emails.

This will schedule an email to be sent along with the report at a chosen regular interval.

  1. Specify the e-mail addresses to send to, the Subject and Body, as you would any other e-mail.
  1. Specify the schedule that you would like to send the e-mail.

E.g. Midnight, every first Monday of the month.

e.g. The 15th of every month.

…and so on. You may build in as many e-mail schedules that you would like per report.

Creating Your Own Report

Before creating your own report, please read the section above to understand how the analyser works. Once the SQL query is written, the sections above show you how to use it.

This part of the guide is to help you to create the query that will produce the profile that you can adapt.

1) Click Add.

2) On the SQL tab, the SQL query of the database of NHD needs to be written.

3) You can copy and paste SQL from another report to play with, add from a Config profile, or anyone with SQL experience will be able to query anything using this extremely powerful tool.

4) For anyone who wants to understand the basic database structure of NetHelpDesk, if they go to, a graphical representation of the DB structure is available.

Data Analyser SQL Config

If the SQL query will be used in a multitude of reports, you can build the basics of the profile here.

If there are pre-existing reports in your database that use a SQL query that you would like to use to produce other reports quickly, copy and paste the SQL query from those reports into this area.

1) Add in a detailed description of the query, to separate it from others.

2) In the SQL field, add in the SQL query required.

This query could be as simple as Select * from faults. It could be more complex.

3) Click OK to save.

4) Build as many basic SQL Config profiles that your organisation would need.

Once your report is created, there are some further options that you may wish to look at below.

Our software is available on multiple platforms...

NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.

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  • BlackBerry


  • Tablets


  • Windows



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