Report Requests

Authors

ProcessFast

Created

01/02/2020

Modified

09/08/2021


What is a Report Request?

A Report Request is simply a request to either create an all new report, or modify an existing report to better suit your business needs. It simply represents a standard unit of professional services work that the Ops Insights team will need to perform in order to give you the bespoke solution you desire that is above and beyond the standard report library, application, hosting, updates and other services included as part of your Ops Insights subscription.



What is the Purpose of a Report Request?

The first purpose of a Report Request is to provide a written log or “source of truth” for any changes that have been made to a given report. It allows both your company and the Ops Insights team to quickly look back and see when and why a change was made to a report, and who requested and approved that change. This is a problem that is not solved by any other reporting solutions that we are aware of, thus providing a plethora of value when trying to go back and make sense of why certain changes were made on a given report and by whom.

The second purpose of a Report Request is to give some measure and standard for tracking the amount of professional services work that the Ops Insights team has performed in order to deliver a custom / bespoke solution to the client requesting it. Your Ops Insights subscription comes with a number of Report Requests pre-loaded for you to get the custom reports you need. If however, your company uses all of those, additional requests can be purchased and credited to your account. The unit costs of those requests will depend on whether you buy them in blocks of 1, 5 or 10 with the larger blocks receiving a lower per unit cost.



When Should I Put In a Report Request?

You should put in a Report Request when you would like:

  1. A New Custom Report that does not already exist in your Report Library.
    • Any requests that involves the creation of a completely new report for your account whether that it is truly a new report you want created or just porting over a report you used from a previous reporting solution.

  2. To Change an Existing Report in your Report Library. This includes scenarios like:
    • Adding / removing / renaming columns

    • Changing the logic of the report to pull the data in a different way

  3. Asking the Ops Insights Team to research why a report is not pulling the data that you think that it should.
    • As part of this research it is determined that something has broken that is the fault of the Ops Insights Team, then we will credit back the Report Request to your account after any needed changes are completed. However, if any changes are needed to be made because of operational / business process changes (or production workers not properly filling in needed data), then the Report Request will correctly be used to make any needed changes.



I Don’t Have Any More Report Requests Available. How Do I Submit a Report Request?

Your Ops Insights Client Administrator will need to buy more Report Requests for your account. We sell them in blocks of 1, 5 or 10. The flat-fee unit cost of the Report Request decreases when you buy in larger quantities, so keep that in mind along with whatever your future needs might be. The exact unit cost per Report Request, also decreases if you are on a higher level package/subscription. Please see, “How Do I Purchase Additional Report Requests” for how to navigate to the screen to see your options and buy additional Report Requests



How Do I Purchase Additional Report Requests and/or See Available Pricing Options?

When logged in as your client’s Ops Insights Client Admin, please see the link in the left sidebar called, Account Info. Once you click on it, you will be taken to a screen where you will see a button called “Purchase Reports”. Click that button and it will show you the different options and pricing available for your account. See the below annotated screenshot for a better visual depiction of how to navigate there.

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How Do I Put In a Report Request?


Requesting a New Custom Report

If you would like the Ops Insights report writing team to build a new custom report for you, follow the steps outlined in the Requesting a New Custom Report Video below that will show you the step-by-step instructions on putting in a report request to have a new custom report built.

Requesting a New Custom Report Video



Requesting a Revision to an Existing Report

There are two ways to submit a revision to an existing report in Ops Insights:

  1. Request a Revision to an Existing Visualization

  2. Request a Revision to an Existing Detailed/Drilldown Report

Requesting a Revision to an Existing Visualization

The Steps to Request a Revision to an Existing Visualization shows how to request revisions to an existing Custom Report or how to request a customized version of an existing Base Report.

Steps to Request a Revision to an Existing Visualization

Download the Steps to Request a Revision to an Existing Visualization GIF File

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Requesting a Revision to an Existing Detailed/Drilldown Report

The Steps to Request a Revision to an Existing Detailed/Drilldown Report shows how to request revisions to an existing Custom Report or how to request a customized version of an existing Base Report.

Steps to Request a Revision to an Existing Detailed/Drilldown Report

Download the Steps to Request a Revision to an Existing Detailed/Drilldown Report GIF File

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Requesting Access to a Report in Your Report Library

If you’re viewing reports in the Report Library you’ll see all reports that are available to your account. If a report is assigned to an Access Role that’s assigned to your user, you will have the ability to preview the report in the report library.

If a report is assigned to an Access Role that’s NOT assigned to your user, it will appear as disabled and you will have the ability to Request Access to the Report in Your Report Library. The Steps to Request Access to a Report in Your Report Library will show you how to request access to a report that you do not currently have access to in your Report Library.

Steps to Request Access to a Report in Your Report Library

Download the Steps to Request Access to a Report in Your Report Library GIF File

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If you would like to view more information about a report before Requesting Access to the Report in Your Report Library, you can toggle the View option from Grid to List. The Steps to Toggle Viewing Option from Grid to List will show you how to toggle the View option from Grid to List in the Report Library.

Steps to Toggle Viewing Option from Grid to List

Download the Steps to Toggle Viewing Option from Grid to List GIF File

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How Do I Review and Approve/Deny Report Requests From My Company’s Users?

When a New Report is Submitted in Ops Insights by a Standard User it must be Reviewed and Approved or Denied by the Client Admin for the account. The Client Admin must complete the following steps to approve or deny a user’s report request.

Steps to Approve/Deny Report Requests From My Company’s Users

  1. Review the User’s Report Request

  2. Approve or Deny the User’s Request Using one of the Four Options


How to Review a User’s Report Request

Before the Client Admin can Approve or Deny a user’s request, he or she must Review the Details of the User’s Request. This will allow the Client Admin to determine which Approval/Denial Option should be selected. The Steps to Review a User’s Report Request will show you how to review the details of a user’s report request.

Steps to Review a User’s Report Request

Download the Steps to Approve a User's Request to Access an Existing Report GIF File

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Client Admin Approve/Deny Report Request Options


Approve Custom/Revision Request to be Created by the Ops Insights Report Writing Team

The below video is only applicable to those users that Ops Insights Client Administrators for their company. The video below shows step-by-step instructions on reviewing and approving or denying Report Requests.



Approve Custom/Revision Request and Assign an Existing Report to the User’s Role

If a user submits a request for a report that already exists in your Report Library and a New Custom Report is NOT needed, the Client Admin can choose to assign a report from your Report Library to an Access Role that’s currently assigned to the user that submitted the New Custom Report request. It’s important to note that any user that’s assigned to the selected Access Role(s) will have access to the report once the approval process has been completed.

Important

If the requested report does NOT match the purpose of the Access Role(s) that are currently assigned to the requesting user, the Ops Insights staff recommends Denying the User’s Request and creating a new Micro Role for the requested report or assign an existing Access Role to the user that contains the requested report.

The Steps to Approve Custom/Revision Request and Assign an Existing Report to the User’s Role below will show you how to Approve Custom/Revision Request and Assign an Existing Report to the User’s Role.

Steps to Approve Custom/Revision Request and Assign an Existing Report to the User’s Role

Download the Steps to Approve Custom/Revision Request and Assign an Existing Report to the User's Role GIF File

../_images/approve-new-custom-request-and-assign-an-existing-report.gif


Approve a User’s Request to Access an Existing Report

If a user requested Access to an Existing Report from the Report Library, the Client Admin will be asked to Review the User’s Request and assigned the requested report(s) to an Access Role that’s currently assigned to the user that submitted the Access to an Existing Report from the Report Library report request. It’s important to note that any user that’s assigned to the selected Access Role(s) will have access to the report once the approval process has been completed.

Important

If the requested report does NOT match the purpose of the Access Role(s) that are currently assigned to the requesting user, the Ops Insights staff recommends Denying the User’s Request and creating a new Micro Role for the requested report or assign an existing Access Role to the user that contains the requested report.

The Steps to Approve a User’s Request to Access an Existing Report will show you how to Approve a User’s Request to Access an Existing Report.

Steps to Approve a User’s Request to Access an Existing Report

Download the Steps to Approve a User's Request to Access an Existing Report GIF File

../_images/approve-access-to-an-existing-report-request-compressed.gif


Deny a User’s Custom/Revision/Access Request

If the report the user requested is not needed or if the user does not need the report he or she has requested, the Client Admin can choose to Deny the user’s request regardless of the Type of Report Request that was submitted. The Steps to Deny a User’s Custom/Revision/Access Request will show you how to Deny a User’s Custom/Revision/Access Request.

Steps to Deny a User’s Custom/Revision/Access Request

Download the Deny a User's Custom/Revision/Access Request GIF File

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What Happens After A Client Admin Approves a Custom Report Request?

Once the Client Admin approves a user’s Custom/Revision Report Request, the request will be sent to the Ops Insights Report Writing Team. They will review the request, contact the Client Admin and Requesting User if any information is needed to create/update the custom report, and send the report(s) out for Review and Approval.

While the Ops Insights Report Writing Team is working on the report, the Client Admin and Requesting User can access to report request to:


How Do I View the Current Action Needed?

The report request process is a combination of Tasks/Actions that need to be performed by the Ops Insights Report Writing Team and the Client Admin and Requesting User that are assigned to the request.

If an Action is Required from the Client Admin and Requesting User, there will be a Blue Client tag in the Status column and a Pulsing Exclamation Mark in the Action column of the table displayed in the My Requests > In Progress Tab section of Ops Insights that. The text displayed in the Status column will display the current action that’s required from the Client Admin and Requesting User.

Note

There are two tabs when a Standard User views the My Requests page, In Progress and Completed Requests. The Client Admin will see the In Progress and Completed Requests tabs along with one additional tab called New Requests. Any request that the Ops Insights Report Writing Team is currently working on will appear in the In Progress tab of the My Requests page.

After viewing the status in the My Requests page, you can enter the report request and view the Action Tab of the request to view the details of the Client Action That’s Required to move the report request forward. The Steps to View the Current Action Needed section below will outline how to view the current action that’s needed from the Client Admin and Requesting User.

Steps to View the Current Action Needed

Download the Steps to View the Current Action Needed GIF File

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Report Request Client Actions

Each action that the Client Admin and Requesting User are required to complete are listed below. Each section will explain the required action and how the Client Admin and Requesting User can complete the action to move the report request forward.

Receive Client Admin Approval

When a New Report Request is Submitted by a Standard User it must be Approved by the Client Admin for the account. If the Current Status of the Request is Receive Client Admin Approval, the Client Admin will need to Approve the Requesting User’s request.

Receive Additional Info from Client

If the Ops Insights Report Writing Team needs additional information to create the report, they will Create a New Note in the report request requesting the needed information from the Client Admin and Requesting User. If the Current Status of the Request is Receive Additional Info from Client, you will need to Review the Requested Information and Create a New Note in the report request to provide the needed information to the Ops Insights Report Writing Team.

Review Report Results

Once the Ops Insights Report Writing Team has completed the requested report, they will send the custom report(s) to the Client Admin and Requesting User for them to Review and Approve. If the Current Status of the Request is Review Report Results, you will need to Review and Approve the report(s) that are assigned to the report request.

Receive Revisions from Client

If the Client Admin and/or Requesting User submits a Revision Request, the Ops Insights Report Writing Team will review the information provided in the Revision Request and make the needed revisions if the appropriate information was provided.

If the Ops Insights Report Writing Team needs additional information to make the requested revisions, they will Create a New Note in the report request requesting the needed information from the Client Admin and Requesting User. If the Current Status of the Request is Receive Revisions from Client, you will need to Review the Requested Information and Create a New Note in the report request to provide the needed information to the Ops Insights Report Writing Team.

Review Revised Report Results

Once the Ops Insights Report Writing Team has made any requested revisions, they will send the revised custom report(s) to the Client Admin and Requesting User for them to Review and Approve. If the Current Status of the Request is Review Revised Report Results, you will need to Review and Approve the revised report(s) that are assigned to the report request.

Assign Report to User’s Role

After ALL of the reports assigned to the report request have been Approved, the Client Admin must Assign the Approved Report(s) to at least one of the Access Roles that’s assigned to the Requesting User to complete the request. If the Current Status of the Request is Assign Report to User’s Role, the Client Admin will need to Assign the Approved Report(s) to complete the request.



How Do I View the Request Overview?

The Request Overview Tab of a report request will display the information the Requesting User provided when the report request was submitted. The Steps to View the Request Overview section below will show you how to view the Request Overview Tab in a report request.

Steps to View the Request Overview

Download the Steps to View the Request Overview GIF File

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How Do I View the Current Status of the Request?

The Status Tab of a report request will display each task/action that’s required to complete a report request. It will display the name of the current task/action, the date and time each task/action was completed in the request, and the tasks that need to be performed to complete the request. The Current Report Request Tasks/Actions section below will display the current tasks/actions that are required to complete a report request.

Current Report Request Tasks/Actions

  1. Report Requested

  2. Receive Client Admin Approval

  3. Acknowledge New Report Request

  4. Review Report Request

    • Additional Info Needed to Write Report

    • Receive Additional Info from Client

  5. Assign Request to Report Writer

    • Additional Info Needed to Write Report

    • Receive Additional Info from Client

  6. Receive Completed Report from Report Writer

  7. Send Report Results for Client Review

  8. Review Report Results

    • Revisions Needed

    • Receive Revisions from Client

    • Send Revisions to Report Writer

    • Receive Revised Report from Report Writer

    • Send Revised Report Results for Client Review

    • Review Revised Report Results

  9. Report Approved by Client

  10. Assign Report to User’s Role

The Steps to View the Current Status of the Request section below will show you how to view the Status Tab in a report request.

Steps to View the Current Status of the Request

Download the Steps to View the Current Status of the Request GIF File

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How Do I View Notes?

The Notes Tab of a report request will display a history of every communication (note) that’s taken place during the life of the report request. The note that was most recently Created in the report request will appear at the top of the page when the Notes Tab is first loaded. The first note that was Created in the report request will appear on the bottom of the page or on the bottom of the first page of the Notes Tab if multiple notes have been created in the report request. The Steps to View Notes section below will show you how to view the Notes Tab in a report request.

Steps to View Notes

Download the Steps to View Notes GIF File

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How Do I Create a New Note?

If you need to communicate with the Ops Insights Report Writing Team during any Phase of the report request, you can create a new note in the report request. The Steps to Create a New Note section below will show you how to create a new note in a report request.

Steps to Create a New Note

Download the Steps to Create a New Note GIF File

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How Do I View Documents?

The Documents Tab of a report request will display any supporting document that has been attached to a report request. The document that was most recently Attached in the report request will appear at the top of the table when the Documents Tab is first loaded. You can click on the Name of the document to download it or update the display name. The Steps to View Documents section below will show you how to view the Documents Tab in a report request.

Steps to View Documents

Download the Steps to View Documents GIF File

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How Do I Attach a New Document?

If you need to provide supporting documents to the Ops Insights Report Writing Team during any Phase of the report request, you can attach a new document in the report request. After creating attaching your document, you will be required to Create a New Note explaining the document you just uploaded. The document will NOT be attached until the new note is Created. The Steps to Attach a New Document section below will show you how to attach a new document in a report request.

Steps to Attach a New Document

Download the Steps to Attach a New Document GIF File

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How Do I View the Contacts?

The Contacts Tab of a report request will display the name of the user that Submitted the Report Request and the name of the user that Approved the Report Request. The Steps to View the Contacts section below will show you how to view the contacts for a report request.

Steps to View the Contacts

Download the Steps to View the Contacts GIF File

../_images/how-to-view-contacts-tab-compressed.gif

Who are the Report Request Contacts?

The Report Request Contacts are the Requesting User and the Client Admin and are further defined below.

Client Admin

The Client Admin is the user that Reviewed and Approved the report request.

Requesting User

The Requesting User is the user that Submitted the Report Request. The Requesting User can be the Client Admin if he or she was the user that Submitted the Report Request.




How Do I Preview Results from a Custom Report Request and Approve/Deny Them?

Once the Ops Insights Report Writing Team has created custom report(s) for a report request, the Requesting User and Client Admin will receive an email notification informing them the custom report(s) have been created and are available for review.

The new custom reports will be assigned to your report request in the Action Tab and you will be asked to Review and Approve the results or Deny the results and provide any needed feedback. The Steps to Approve/Deny Custom Report Results will link to the sections below that will outline the process of how to Review and Approve the results or Deny the results and provide any needed feedback.

Steps to Preview and Approve/Deny Custom Report Results

  1. Preview and Validate Custom Report Results

  2. Approve/Deny Custom Report Results



How Do I Preview and Validate Custom Report Results?

Before a new custom report can go live in your account, the Requesting User and/or Client Admin must Review the Report description to ensure the report is designed to work properly, Preview Custom Report Results to ensure the report displays the requested information, and Validate the Custom Report Results Are Correct to ensure the information displayed in the report is correct and accurate. The Steps to Preview and Validate Custom Report Results are listed below.

Steps to Preview and Validate Custom Report Results

  1. Review the Report description

  2. Preview Custom Report Results

  3. Validate the Custom Report Results Are Correct


Reviewing the Report Description

Each time the Ops Insights Report Writing Team creates a custom report for a report request, they will document the report’s purpose, how it works, what criteria are required to execute the report, and explain the information that’s displayed in the columns of the report.

Before you Approve/Deny the Custom Report Results you must Review the Report Description to ensure the report is designed to work based on the Business Purpose of the report. The Report Description will list details about which fields the data is extracted from and explain what data is included/excluded from the results, so it’s very important to review and approve the Report Description along with the information that’s returned by the new report.

The Steps to Review the Report Description listed below will show you how to review the Report Description for a Visualization and Detailed Report that’s assigned to a report request.

Steps to Review the Report Description

Download the Steps to Review the Report Description GIF File

../_images/how-to-view-custom-report-request-report-description-compressed.gif

Previewing Custom Report Results

After you have Reviewed the Report Description for each of the custom reports that are assigned to your report request, you must Preview the Custom Report Results to ensure the report works properly, has all of the needed columns, and displays the correct information.

It’s highly recommended to thoroughly test drive the report by selecting different criteria values to ensure the report is working as intended. The Steps to Preview Custom Report Results section below will show you how to Preview the Custom Report Results that are assigned to a report request.

Steps to Preview Custom Report Results

Download the Steps to Preview Custom Report Results GIF File

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Validating the Custom Report Results Are Correct

After you have Reviewed the Report Description and Previewed the Custom Report Results for each of the custom reports that are assigned to your report request, you must Validate the Custom Report Results Are Correct by comparing the information displayed in the report results with the information that’s listed in your Title Production System.

The Ops Insights Report Writing Team recommends spot-checking information from the report results with the information that’s listed in your Title Production System in several files. The more files you check and validate, the more accurate and reliable the results will be.

If the custom reports are designed to display information for complicated scenarios, the Ops Insights Report Writing Team recommends checking and validating information for each scenario accounted for in the report. The Report Description will list each scenario the custom report is designed to handle if a reference is needed.

Once you have Validated the Custom Report Results are Correct and Accurate, your next step is to Approve the Custom Report. If you find that the information displayed in the report is NOT correct and accurate, your next step is to Request Revisions for the Custom Report.



How to Approve/Deny Custom Report Results

After the Requesting User and/or Client Admin has completed the Preview and Report Results Validation Process, he or she must decide whether or not if the current report is Approved or if the current report needs to be Revised.

If the results are approved, your next step is to Approve the Custom Report. If you find that the information displayed in the report(s) is NOT correct and accurate, your next step is to Request Revisions for the Custom Report.


How to Approve Custom Report Results

After you have completed the steps to Preview and Validate the Results for each of the custom reports that are assigned to your report request and can confirm the reports and the information displayed in the reports are correct and accurate, you must approve EACH custom report that’s assigned to the report request. The Steps to Approve Custom Report Results section listed below will walk you through the steps of how to Approve a custom report that’s assigned to a report request.

Important

A report request will only be considered completed when ALL of the custom reports assigned to a report request have been Approved. If you only Approve one custom report but fail to Approve any other reports assigned to the request, it will NOT be completed and the new reports assigned to the request will NOT be activated in your account. The only way to complete a request is to Approve ALL of the custom reports that are assigned to the report request.

Steps to Approve Custom Report Results

Download the Steps to Approve Custom Report Results GIF File

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How to Request Revisions for a Custom Report

After you have completed the steps to Preview and Validate the Results for each of the custom reports that are assigned to your report request and identify the report description does NOT match your expectations for the report, general changes are needed, or find the report is NOT returning the expected information, you’ll need to Submit a Revision Request. When Submitting a Revision Request, you’ll need to provide a detailed explanation of the items that need to be revised for the report(s) that need to be revised:

Report Description

If the Report Description does NOT match your expectations for the report or if a documented scenario is not correct, list which section of the Report Description needs to be updated so the Ops Insights Report Writing team will know what to update in the report to ensure the report aligns with your expectations and with your business processes.

General Changes

If general changes are required (a new column is needed, the column order needs to be changed, etc), clearly list each change that’s required and we’ll be happy to make any needed changes.

Incorrect Results

If the report is missing expected results or if the report lists any results that should not be included in the report results, send exact examples of the results that are incorrect along with why those results should or should not be included in the report results and we will research why the incorrect results appear in the report. An example of this is:

File # 123 should not appear in the report because it’s a test file. We assign a client of Test Client to files when we test in our production environment.

The Steps to Request Revisions for a Custom Report section listed below will walk you through the steps of how to Submit a Revision Request for a custom report that’s assigned to a report request.

Steps to Request Revisions for a Custom Report

Download the Steps to Request Revisions for a Report Assigned to a Custom Report Request GIF File

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How Do I Assign the Approved Custom Reports to a User’s Access Role?

After ALL of the reports assigned to the report request have been Approved, the Client Admin must assign the approved report(s) to at least one of the Access Roles that’s assigned to the Requesting User to complete the request and allow the Requesting User (and any other user that’s assigned to the selected Access Role(s)) to view the reports on their Dashboard or in their Report Library. It’s important to note that any user that’s assigned to the selected Access Role(s) will have access to the report once the approval process has been completed.

Important

If the requested report does NOT match the purpose of the Access Role(s) that are currently assigned to the Requesting User, the Ops Insights staff recommends creating a new Micro Role for the requested report and assigning it to the Requesting User prior to completing the role assignment step.

The Steps to Assign the Approved Custom Reports to a User’s Access Role section listed below will walk you through the steps of how the Client Admin can assign the Approved Custom Reports to the Requesting User’s access role(s).

Steps to Assign the Approved Custom Reports to a User’s Access Role

Download the Steps to Assign the Approved Custom Reports to a User's Access Role GIF File

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Do I Have to Put In a Report Request to Update a Report?

You must submit a report request in the system if you are requesting a revision or change to a report or if you are requesting a new report. We will credit your account with a new request if any required change(s) are needed due to an Ops Insights error. If that happens, your account will be credited once the revised report(s) have been approved and the Ops Insights staff can confirm the overall changes made to the approved report(s) did not exceed the scope of the work that was needed to solve the Ops Insights error(s). In other words, if you ask the Ops Insights staff to make additional changes to the report(s) that are not part of the solution to solve the Ops Insights error(s), then we will consider this to be a true revision or change request.

Custom reports tend to have very complicated logic and it could take several hours just to get a good understanding of how the custom reports works. This does not include the time to needed to research any potential issue(s), identify the root cause of an issue, apply a solution that will solve the issue, and testing to ensure the issue is actually solved. Unfortunately, revising an existing report often takes as much time and effort as it does to create an entire new custom report.

Submitting a revision or change request to an existing report is very similar to one of your title agency clients requesting a title update or changing the address of the property before the closing. Your company incurs costs to perform the service and you charge them a fee to cover or offset the cost that’s required to perform the service. We, of course, are very happy to solve any issues free of charge if they were caused by an error in our reporting logic or by an issue with the application itself. However, if the report needed to be changed or update is due to a change made on the client side (business process change, etc.) or is a result of changing the scope or logic of the report that is not due to an Ops Insights error, then one report request will be used to make desired adjustments.