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

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Caution

• The installation of the application template requires importing reports in . This action overwrites the parent queries. To keep your existing parent queries, some views, tables, and fields must be added to the database .  See Import reports step of the procedure.
  Perform these operations only during the first installation of the application; you can then download new versions of the application 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 app 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) Percentage of incidents and service requests by team.
• (5) Number of global actions to be performed.
• (6) Number of service requests opened during the day.
• (7) Number of VIP incidents opened during the day.
• (8) Number of First Call Resolution (FCR) opened during the day.
• (9) Number of incidents opened during the day.
• (10) Number of incidents and service requests closed during the day.
• (11) Top 10 teams with open actions.
• (12) 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 app pages: Access all dashboards and monitor indicators for each of them.
• (2) My open incidents.
• (3) My tasks. 
• (4) Number of VIP incidents and service requests opened.
• (5) Number of priority 1 incidents and service requests opened.
• (6) All incidents and service requests assigned to my groups.
• (7) All problems assigned to my groups.
• (8) All change requests assigned to my groups.
• (9) My open incidents.
• (10) My tasks.

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 app 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) Number of tickets as compared with configuration items (CI) over one year.
• (9) Number of incidents by impact and by urgency. The size of the bubble is in proportion to the number of incidents. The position of the bubble is based on the impact level and the urgency level.
• (10) Tag cloud based on the category of open incidents.
• (11) Open incidents by status.
• (12) Average sentiment or attitude of the recipient when creating an incident via the portal. Data is obtained through sentiment analysis based on artificial intelligence processing.

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 app 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) Tag cloud based on the category of service requests.

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 app 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 current problems.
• (5) Number of known errors.
• (6) Number of problems without a workaround solution.
• (7) Number of problems with a workaround solution.
• (8) Number of open problems by category.
• (9) Number of open problems by team.
• (10) All open problems.

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 app pages: Access all dashboards and monitor indicators for each of them.
• (2) Number of current change requests with a high severity level.
• (3) Number of current change requests validated.
• (4) Number of change requests opened after the scheduled end date.
• (5) Number of problems related to current incidents.
• (6) Open change requests by type.
• (7) Open change requests by life cycle based on the steps in the life cycle.
• (8) My change requests.
• (9) All open change requests.

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 app pages: Access all dashboards and monitor indicators for each of them.
• (2) Number of equipment items or configuration items (CI) in repair.
• (3) Number of unavailable CIs.
• (4) Number of new equipment items or CIs for the month.
• (5) Top 5 suppliers.
• (6) Equipment by category.
• (7) Number of tickets as compared with CIs 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 app 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) Knowledge articles by title.
• (6) Top rated knowledge articles.
• (7) Tag cloud based on search statistics in the Knowledge Base.

Procedures

How to install and use the template app

Step 1: Create a view in your database

1. Run the queries below after replacing EVO_DATAXXXXX with the name of your database.

Step 2: Import the template app theme to

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

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

3. Check that the theme is a public theme in the 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. If required, you can modify the theme in line with the style guide of your company.

5. Click  to save the theme.
 

Step 3: Import and enable indicators in

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

2. Import the downloaded file to  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 4: Importing new filters and views related to incidents/requests

1. Download the files below to your computer.
          Incident pack
          Service Request Pack

2. Import the downloaded files to  by selecting Administration > Import/Export > Import from the menu.
The filters and views are added in the menus Operation > Incidents > All Incidents and Operation > Service requests > Requests They allow you to create your incidents/requests and those of your groups from a single sub-menu.

3. (Optional) Delete the items that are no longer required following importation of the new filters and views. Perform this operation from either your profile or by directly editing the menu.

• Options The incidents of my groups and My incidents. 
• Possible duplicates of filters and views already present in the menus.
           

Notes: 

• In the 2 menus Incidents and Service Requests, the standard filters are divided into 3 groups:
  • GLOBAL: list of all tickets
  • MYGRPS: list of your group tickets
  • MYINC or MYSRQ: list of your tickets
• Each new filter/view begins with the prefix *EV- to distinguish it from the existing filters/views. You can rename them. However, they will be recreated during the import of a more recent pack.
   

Step 5: Import reports to

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  by selecting Administration > Import/Export > Import from the menu.
 

Step 6: Import the template app to

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

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

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

• 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 7: Create your  apps

1. Duplicate the template app you just imported.

2. Rename the duplicated template app.

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 app.
 

Step 8 (Optional): Configure 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 that can be customized using the Oxygen theme