ITSM Dashboard Template - Oxygen


Phosphorus

Note: Minimum Product name - ev sas.png version required: Phosphorus

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. Open url.png See the list.

ITSM Dashboard - All devices.png

Caution

  • The installation of the application template requires importing reports in Product name - ev itsm.png. This action overwrites the parent queries. To keep your existing parent queries, some views, tables, and fields must be added to the database Product name - ev itsm.png. Open url.png 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.
         Global dashboard.png

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.
         My work dashboard.png

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.
         Incident dashboard.png

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.
         Service request dashboard.png

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.
         Problem dashboard.png

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.
         Request for change dashboard.png

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.
         CMDB dashboard.png

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.
         Knowledge dashboard.png

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 Product name - ev itsm.png

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

USE [EVO_DATAXXXXX]
go

SET ansi_nulls ON
go

SET quoted_identifier ON
go

CREATE VIEW [XXXXX].[E_V_PRIORITY]
AS
 SELECT sr.request_id,
         vp.priority_value,
         sr.rfc_number
 FROM   sd_request sr
        INNER JOIN v_priority vp
                ON vp.urgency_id = sr.urgency_id
                   AND vp.impact_id = sr.impact_id
go

Step 2: Import the template app theme to Product name - ev sas.png

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

2. Import the downloaded files to Product name - ev sas.png by clicking Apps - Gallery - Import icon.png Import in the App Gallery toolbar.

3. Check that the theme is a public theme in the Product name - ev sas.png theme editor:

  • Click Apps - Gallery - Theme design icon.png Theme Design in the App Gallery toolbar.
  • Click Apps - Manage themes icon.png to select the theme.
  • Click Apps - Application properties icon.png to display the general properties.
  • In the Published property, select Published Padlock open icon.png.
  • Click [ OK ].

4. If required, you can modify the theme in line with the style guide of your company.

5. Click EVApps - GUI - Save icon.png to save the theme.
 

Step 3: Import and enable indicators in Product name - ev itsm.png

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

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

2. Import the downloaded file to Product name - ev itsm.png 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.
         Download icon.png Incident pack
         Download icon.png Service Request Pack

2. Import the downloaded files to Product name - ev itsm.png 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.
             Remove unnecessary options incidents menu.png

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 Product name - ev itsm.png

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

Keeping parent queries

Only if you have not yet performed these actions

Overwriting parents queries

or Actions for keeping parent queries already created

  • Download the document below, which indicates the views, tables, and fields to add to the database Product name - ev itsm.png.

    Download icon.png Instructions

  • Follow the instructions for each dashboard that you wish to install.
  • Download the reports once instructions have been carried out for the dashboards set.

    Download icon.png List of reports

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

  • List of incidents and service requests
  • List of incidents 
  • Knowledge base
  • List of actions 
  • List of equipment/configuration items (CI) 
  • List of change requests
  • List of service requests 
  • List of incidents
  • List of problems

2. Import the downloaded files to Product name - ev itsm.png by selecting Administration > Import/Export > Import from the menu.
 

Step 6: Import the template app to Product name - ev sas.png

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

2. Import the downloaded file to Product name - ev sas.png by clicking Apps - Gallery - Import icon.png Import in the App Gallery toolbar.

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

  • Click Apps - Gallery - Edit properties icon.png 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 Product name - ev sas.png apps

Best Practice icon.png You should always work on a duplicate of the template app. This enables you to import new improved versions provided by Logo - EasyVista.png without having to replace 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

  Open url.png See:

How to configure items using the Oxygen theme

       Open url.png See the list of configurable items.

CommonProcedure

Step 1: Open the app

1. Click Apps - Application properties icon.png in the App Gallery to open your app in the graphic editor.
 

Step 2: Define the Oxygen customization

1. Click the widget you want to customize.

2. Add the CSS and HTML instructions indicated in the procedure for the relevant Oxygen theme item. Adapt them to your environment by selecting Content > HTML Code.

Step 3: Test the app

1. Click EVApps - GUI - Save icon.png to save your modifications.

2. Click EVApps - GUI - Execute icon.png to run the app and check that your customization is correctly displayed.


List of items that can be customized using the Oxygen theme

Dashboard Configurable item Procedure (HTML and CSS codes to add)
Global (1) Left sidebar menu Menu - Desktop; Menu - Mobile
All clickable items Border
My Work (1) Left sidebar menu Menu - Desktop; Menu - Mobile
(9) My open incidents Static legend; Standard tile; Timeline tile; Timeline
(10) My tasks
All clickable items Border
Incident (1) Left sidebar menu Menu - Desktop; Menu - Mobile
All clickable items Border
Service request (1) Left sidebar menu Menu - Desktop; Menu - Mobile
All clickable items Border
Problem (1) Left sidebar menu Menu - Desktop; Menu - Mobile
(10) All open problems Static legend; Standard tile; Timeline tile
All clickable items Border
Change (1) Left sidebar menu Menu - Desktop; Menu - Mobile
(8) My change requests Static legend
(9) All open change requests Standard tile; Timeline tile; Timeline
All clickable items Border
CMDB (1) Left sidebar menu Menu - Desktop; Menu - Mobile
All clickable items Border
Knowledge Base (1) Left sidebar menu Menu - Desktop; Menu - Mobile
(6) Top rated knowledge articles Standard tile; Timeline tile
All clickable items Border
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Last modified by Unknown User on 2018/09/11 15:26
Created by Administrator XWiki on 2018/04/27 10:03

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