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Heatmap reports

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Heatmap reports

Heatmap reports display aggregate data visually using colors to represent different values on a matrix.

Note: Heatmap reports can have no more than 1000 cells.
In the figure, the cell for confirmed low priority problems is filled to highlight the large value.
A heatmap report

Create a heatmap report

Create a heatmap report to display aggregate data visually using colors to represent different values.

Before you begin

Role required: itil, report_group, report_global, report_admin, or admin. To create a meaningful report, you must have the right to access the data you want to report on.


  1. Navigate to Reports > Create New
  2. Fill in the fields, as appropriate (see table).
    Table 1. Fields
    Field Description
    Data Specify the table or report source containing the data set that you want to include in the report. From the first choice list, select Table or Report source. Then select the specific table or predefined data set from the second choice list.
    Type Heatmap
    Style your chart Click the gear icon (Cogwheel) after the Type field to configure chart style options for the look and layout of the chart.
    Row Select the field used as the source of the data for the rows in the heatmap.
    Note: Label names longer than 20 characters may show or print a truncated view.
    Column Select the field used as the source of the data for the columns in the heatmap.
    Note: Label names longer than 20 characters may show or print a truncated view.
    Aggregation Select a computational method for aggregating report data. The default is Count, which displays the number of records selected.

    If you select Count Distinct, only unique records are counted. For example, if you want to generate a report with a distinct number of users who have one or more of the roles in a given list of roles, these users would be counted twice unless you use count distinct.

    If you select Average, Sum, or Count Distinct, this displays an additional list of fields from the selected Table. From this list, select a field to aggregate by. For example, if you select a duration field, such as the Business duration field on the Incident table, the aggregated data is expressed in days, hours, and minutes. If you select an integer field, such as the Priority field, the data is expressed as a number. If a value in a column being aggregated has a comma, the value will be separated by the comma, and the aggregation will not be performed accurately.

    Note: For duration values, the unit of measurement displayed in the aggregation axis cannot be customized.
    No. groups Select the maximum number of individual values that can be represented as columns. By default, Pivot charts display up to 12 of the largest values from the selected data. Remaining values are grouped into an Other category. If you select Show all, all values up to a limit of 50 bars are displayed. The rest of the results are stacked on the Other column.
    Show Other Select this check box to display the Other column.
    Add Filter Condition Create conditions for filtering data to include in the report. For example, to include only records with priorities of 2- High and 1 - Critical, select [Priority] [less than] [3 - Moderate].
    Add "OR" Clause Select a second condition that must be met if the first condition is invalid. For example, select [Assignment Group] [is] [Database], to include records that are assigned to the Database group, if the first condition is false.
    Add Sort Select fields to sort data by. For example, to sort results from lowest to highest priority, select [Priority] [z to a]. For reports with Group by, Stack by, Row/Column or Trend by fields to configure, you can sort by fields that are not listed in the Group by, Stack by, Row/Column or Trend by options. Add sort cannot be applied to dot-walked fields.
  3. Click Save. The report is generated.

What to do next

Add reports to homepages or dashboards, publish to the internet, schedule email distribution of PDFs or URLs of published reports, and share reports with others. For more information, see Distribute reports.

Heatmap report style options

Change the look of your heatmap report.

When you create or edit a report, click the gear icon (The gear icon) after the Type field. Use the options in the Style your chart dialog box to configure the look of your chart. Chart options are automatically saved when you click Close. To see how the chart looks with the saved settings, click Save.

Table 2. Chart style options
Field Description
Drilldown view List view to display when a user selects a segment of a report for which no drilldown report type is specified. This view is also used when the user reaches the lowest drilldown level of a report. See Configure the list layout . If you specify a Report drilldown, Drilldown view is ignored.
Note: All users can view report visualizations, such as pie charts and column reports. However, the last level of a drilldown is always a list. Platform access control lists determine user access to list information. Users who do not have rights to any part of the list data see the message "Number of rows removed from this list by Security constraints:" followed by the number. See Access control rules.

For more information, see Define a report drilldown.