'List Open Change Tickets by Business Service' report does not group by the Business Services associated with Change tickets. In fact, the column titled Business Service does not seem to contain the Business Service associated with the Change ticket.
'Business Service' column in the report is in fact a renamed 'Urgency' column.
This has been reported to Symantec Engineering and the report will be fixed out-of-box in a future version of ServiceDesk.
Here are the steps to fix the report:
This report should now work as expected.
While we are modifying this report, the ID and Actions columns could easily be combined which I think makes report easier to use:
The reason this helps is because 'Include Process Actions' only works on Process ID fields and ID field in out-of-box report is from Change Management custom data type and 'Include Process Actions' will not work on it (even though the data is identical to Report Process ID in Process data).