NewFeatures_MajorVersion_Oxygen21_Variant1

The template is used to install a set of ready-to-use dashboards that display KPIs, lists and reports related to ITSM processes such as incidents, service requests, problems or change requests.

This enables you to access information on IT processes at any time, on any device.

The template is shipped in both the Desktop and Mobile versions. Certain items of the Oxygen theme can be configured.  See the list.

Caution

• The installation of the template requires importing reports in Service Manager. This action overwrites the parent queries. To keep your existing parent queries, some views, tables, and fields must be added to the database Service Manager.  See Import reports step of the procedure.

• Perform these operations only during the first installation of the template; you can then download new versions without having to repeat them.

Global dashboard

This dashboard displays an overview of the performance of IT processes.
         

It is made up of the following sections:

• (1) Left sidebar menu displayed in all pages: Access all dashboards and monitor indicators for each of them.
• (2) Percentage of SLA breach for late incidents and service requests.
• (3) Percentage of First Call Resolution (FCR) for incidents and service requests.
• (4) Number of global actions to be performed.
• (5) Number of service requests opened during the day.
• (6) Number of VIP incidents opened during the day.
• (7) Number of incidents opened during the day.
• (8) Number of First Call Resolution (FCR) opened during the day.
• (9) Number of incidents and service requests closed during the day.
• (10) Percentage of incidents and service requests by team.
• (11) Top 10 teams with open actions, with a breakdown by number.
• (12) Chart of the number of incidents, service requests, problems and change requests as compared with the number of configuration items (CI) over one year.

My Work dashboard

This dashboard provides a quick overview of your work.
         

It is made up of the following sections:

• (1) Left sidebar menu displayed in all pages: Access all dashboards and monitor indicators for each of them.
• (2) Number of my open incidents.
• (3) Number of my tasks to do.
• (4) Number of my VIP incidents and service requests opened.
• (5) Number of my priority 1 incidents and service requests opened.
• (6) Number of incidents and service requests assigned to my groups.
• (7) Number of problems assigned to my groups.
• (8) Number of change requests assigned to my groups.
• (9) Detail of my open incidents and service requests (Note: The legend of displayed items can be found at the bottom of the list).
• (10) Detail of my tasks to do (Note: The legend of displayed items can be found at the bottom of the list).

Incident dashboard

This dashboard displays data related to incident processes.
         

It is made up of the following sections:

• (1) Left sidebar menu displayed in all pages: Access all dashboards and monitor indicators for each of them.
• (2) Number of open incidents.
• (3) Number of reopened incidents.
• (4) Number of VIP incidents opened.
• (5) Number of incidents without an owner.
• (6) Number of suspended incidents.
• (7) Number of late incidents.
• (8) Chart of the number of tickets over one year.
• (9) Number breakdown of open incidents by status.
• (10) Percentage breakdown of open incidents by category.

Request dashboard

This dashboard displays data related to service request processes.
         

It is made up of the following sections:

• (1) Left sidebar menu displayed in all pages: Access all dashboards and monitor indicators for each of them.
• (2) Number of open service requests.
• (3) Number of suspended service requests.
• (4) Number of late service requests.
• (5) Number of VIP service requests opened.
• (6) Number of service requests opened without an owner.
• (7) Number of reopened service requests.
• (8) Service requests by status.
• (9) Number breakdown of open service request by status.
• (10) Percentage breakdown of open service request by category.

Problem dashboard

This dashboard displays data related to the processes of problems and known errors.
         

It is made up of the following sections:

• (1) Left sidebar menu displayed in all pages: Access all dashboards and monitor indicators for each of them.
• (2) Number of open problems.
• (3) Number of public known errors visible on the portal.
• (4) Number of incidents related to active problems.
• (5) Number of open known errors.
• (6) Number of problems without a workaround solution.
• (7) Number of problems with a workaround solution.
• (8) Number breakdown of open problems by team.
• (9) Number breakdown of open problems by category.
• (10) Detail of all open problems (Note: The legend of displayed items can be found at the bottom of the list).

Change dashboard

This dashboard displays data related to change request processes.
         

It is made up of the following sections:

• (1) Left sidebar menu displayed in all pages: Access all dashboards and monitor indicators for each of them.
• (2) Number of active change requests with a high severity level.
• (3) Number of active change requests validated.
• (4) Number of change requests opened after the scheduled end date.
• (5) Number of problems related to active incidents.
• (6) Number breakdown of open change requests by type.
• (7) Number breakdown of Open change requests by step of the life cycle.
• (8) Detail of my change requests (Note: The legend of displayed items can be found at the bottom of the list).
• (9) Detail of all open change requests (Note: The legend of displayed items can be found at the bottom of the list).

CMDB dashboard

This dashboard displays data related to the CMDB.
         

It is made up of the following sections:

• (1) Left sidebar menu displayed in all pages: Access all dashboards and monitor indicators for each of them.
• (2) Number of equipment and configuration items (CI) in repair.
• (3) Number of unavailable CIs.
• (4) Number of new equipment and new CIs for the month.
• (5) Top 5 suppliers, with a percentage breakdown.
• (6) Number breakdown of equipment by category.
• (7) Chart of the number of incidents, service requests, problems and change requests as compared with the number of configuration items (CI) over one year.

Knowledge Base dashboard

This dashboard displays data related to knowledge article processes.
         

It is made up of the following sections:

• (1) Left sidebar menu displayed in all pages: Access all dashboards and monitor indicators for each of them.
• (2) Number of knowledge articles to be validated.
• (3) Number of public knowledge articles visible on the portal.
• (4) Number of knowledge articles.
• (5) Number breakdonwn of knowledge articles by title.
• (6) Detail of top rated knowledge articles (Note: The legend of displayed items can be found at the bottom of the list).
• (7) Top 10 of the most often searched words in the knowledge articles, with a number breakdown.

Procedures

How to install and use the template

Step 1: Importing the template theme to Service Apps.

1. Download the file below to your workstation.
           Oxygen theme

2. Import the downloaded files to Service Apps by clicking Import in the App Gallery toolbar.

3. Check that the theme is a public theme in the Service Apps theme editor:

• Click Theme Design in the App Gallery toolbar.
• Click  to select the theme.
• Click  to display the general properties.
• In the Published property, select Published .
• Click OK.

4. (Optional) Modify the theme in line with the style guide of your company.

5. Click  to save the theme.
 

Step 2: Importing and enabling indicators in Service Manager.

1. Download the file below to your workstation.
          Batch of indicators

2. Import the downloaded file to Service Manager by selecting Administration > Import/Export > Import in the menu.

3. Enable the indicators below: 

• Number of FCR
• Number of incidents/requests closed this month
• % of Late Incidents
• FCR %

     To do this:

• Select Administration > Trends > Trends in the menu.
• Select the indicators you want.
• Run the Enable wizard.

4. (Optional) If the Percentage of FCR indicator is already enabled, you should disable it and enable it again.

Step 3: Importing reports to Service Manager.

1. Download one of the batch files below to your computer, whether or not you wish to keep your parent queries   -  see Important note Importing Reports

In these 2 specific cases, the following reports are downloaded:

2. Import the downloaded files to Service Manager by selecting Administration > Import/Export > Import from the menu.
 

Step 4: Importing the template to Service Apps.

1. Download the file below to your workstation.
           Template Desktop and Mobile versions

2. Import the downloaded file to Service Apps by clicking Import in the App Gallery toolbar.

3. Check that the theme is correctly displayed by the template.

• Click  next to the app name in the App Gallery to display the general properties.
• Select the theme you just imported from the Theme list.
• Click OK.
   

Step 5: Creating your Service Apps apps.

1. Duplicate the template you just imported.

2. Rename the duplicated template.

3. Associate an image with it.

4. Create the shortcut pointing to your app.

5. Repeat this procedure for each new app created using the same template.
  

Step 6 (Optional): Configuring items using the Oxygen theme.

   See:

• List of configurable items
• Procedure

How to configure items using the Oxygen theme

        See the list of configurable items.

CommonProcedure

List of items customizable using the Oxygen theme