Report Accelerators


Caution: The report accelerators requires Service Manager version 2016.1.300 or higher to work. If you have a previous version, reports will fail and unpredictable results may occur.

Please validate with your EasyVista administrator prior to setup.

Report accelerators is a project aimed at simplifying the report building process through a rich library of ready-to-use reports. The delivery process is iterative. Batches of reports will be available for download on the wiki.

The report accelerators consist of several export files that are built around 2 main groups. There is a first series that modifies the content of the lists from the Operation and Transition menus and another that creates reports you can add in the Continual Improvement menu.

In this package, all lists and reports are aimed at the first 2 layers of reporting and were built with a particular methodology in mind. They are not just a series of reports for the sake of having lots of reports. They present the information with a simple purpose: make sure you know who does what, what ticket is being processed and where you are at.

All reports and packages in this report accelerators series are based on one of the 3 layers of reporting:

  • Layer 1 is aimed at operational reports which provide a forward view of your ticket queue. In effect, they allow you to manage all your ticket queues and understand who is working on what, how many tickets you have and what are the priorities you have.
  • Layer 2 is aimed at analytical reports which provide more of a rear view. By that, we mean that these reports start providing you some answers on your productivity and allow to look back on the work that has been accomplished. With these reports, you will be able to determine how many tickets you received and you did, what is your resolution times, etc.
  • Layer 3 is centered around data visualization and provides a consolidated view, using the dashboard and reports, of the first 2 layers.

Layers of Reporting.png

Notes

  • The content of each report is explained in the sections below. Each package can be downloaded and any updates will be posted there as well.
  • Reports are based on a new, lighter, parent queries with a new naming convention for aliases.

example   The SD_REQUEST__RECIPIENT alias indicates that you are looking at the recipient information from the SD_REQUEST table.

  • The double _ is used to separate the table (SD_REQUEST) where the origin of the information and the data which indicates what field was used to do the link. 

example   SD_REQUEST__RECIPIENT:  You will have all the recipient information that comes from the ticket.

Note: In the past, that link would have been named AM_EMPLOYEE_RECIPIENT or worse AM_EMPLOYEE and which does not tell you where the information comes from (SD_REQUEST or AM_ACTION or another source).

  • Some reports may come with a methodology to ensure the information produced is accurate. This means that some modification to your environment such as adding fields to your form and database, adding business rules or modifying the configuration of your environment may be required. The recipe to use this report is included in every report detailed documentation.
  • A custom widget is provided with some reports. Its integration procedure is very simple and is included with every element.

Best Practice

  • Reports, filters, and views you’re interested in should be imported in the sandbox environment first, where they may be tested and tuned before integration in production.

Modification to incidents/service requests lists, filters and views

What they do

You may have noticed that the submenu under Operation > Incidents contains 3 options for listing tickets (All Incidents, Incidents for my Groups, My Incidents) while the same submenu under Operation > Service Requests only contains one option (Requests). This means that there is currently no easy way to see the service requests for your group or your own service requests. These new lists correct these inconsistencies and provide you a new series of filters and views for both sections.

How to set them up

The following packages modify the content of Operation > Incidents > All Incidents and Operation > Service Requests > Requests respectively.

  • Once imported each menu will now provide the filters and views you may need to list all the tickets, your group(s) tickets or your personal tickets from just one submenu.
  • With this addition, the Incidents for my Groups and My Incidents submenus are no longer needed. We advise you to remove them after this update. You can remove these options using the profile or by editing the menu directly.
  • The same way, the new filters and views added by this import will sometimes be duplicates of ones you already have. We recommend you remove any duplicates and unnecessary items.
    Remove unnecessary options incidents menu.png

Naming convention

  • In both Incidents and Service Requests, the standard filters are split into 3 groups:
    • GLOBAL: Shows all tickets
    • MYGRPS: Shows tickets owned by the group(s) you belong to
    • MYINC or MYSRQ: Shows the ticket you own
  • Each new filter and views start with a *EV- to distinguish them from the others. You can rename them, but they will be recreated if you update with a newer package.

Special filters

There are a few filters that are designed for a very specific purpose.

Multiple transfers of incidents between groups

  • Problem: A high ratio of unplanned, repeated transfer between groups causes an increase in the cost per ticket average.
Filters
EV-GLOBAL - Handled by 2 or more groups and SLA breached (60 Days)
EV-GLOBAL - Handled by 2 or more groups (60 Days)
EV-GLOBAL - Solved by one group (60 Days)
  • Solution: Find the tickets that are handled by 2 or more groups.
  • Configuration: If your incident handling process involves 2 handling groups in standard, you can easily adapt the filters to replace the value with the relevant one:
[…] having count(distinct AM_ACTION.GROUP_ID) > **1**)

Rejected resolutions

  • Problem: List which tickets have been rejected, accepted or pending a validation.
Filters
EV-GLOBAL - With a Resolution Rejection (60 Days)
EV-GLOBAL - Accepted Without Rejection (60 Days)
EV-GLOBAL - Pending User Validation (60 Days)
  • Solution: Each of filters will let you see the tickets who have approved, rejected or pending validation in the last 60 days. The 60-day limit can be configured.
  • Configuration: By default, the filters consider incidents issued the last 60 days only. You may replace the default with the value that fits better in your environment simply by editing the filter:
({# FILTER_DATE ('SD_REQUEST.SUBMIT_DATE_UT', 'LASTDAYS', '60') #}) […]

Adding new reports

What they do

This package contains a series of reports that can be added to your Continual Improvement menu or that can be accessed in the Reports menu in both Operation and Transition. They cover incidents, service requests, changes and problems. They also introduce a new set of consolidated reports for the first time.

  • These reports allow you to view all tickets together.
  • Each set of reports presents the information for all tickets in the organization or for just your groups. The latter is similar to the lists you can find under Operation or Transition.
  • Each report set creates a new parent query that starts with the prefix EV_.
    Caution: While you can modify this parent query, be advised that a future update to these reports may overwrite your modification.
  • In addition, these reports include widgets that can be included in any Service Apps dashboard.

How to add the reports

Each group of reports is built on a new set of Parent Queries. We have separated the parent queries from the reports to make it easier to update one without affecting the other. Check the last update on both the queries and reports. If both have the same date, then you must update the parent queries before importing the reports otherwise, the reports will not work. 

Each package below contains 8 reports: 4 reports to list all tickets and 4 to list your group tickets. You will need to import them into Service Manager.

Parent queries

Note: Only import if you do not have a prior version of the reports or if the last update is the same as the reports.

Go to the Administration > Import / Export > Import menu and import the 5 following packages.

Reports

Go to the Administration > Import / Export > Import menu and import the 5 following packages.

Then go to the Continual Improvement menu to add each report under the appropriate menu.

example   You would add all the EV-INC reports under the Incidents menu.

How to add widgets

There is also a series of widget you can add in ev Service Workplace.

  • Connect to Service Apps and import the custom widget. It will be stored in a section named Reports.
  • Add it to your app by simple drag & drop.

example   Add widgets in Service Workplace.png

  • The list below contains the custom widgets to import in ev Service Workplace.
Report File to download
(A) INC vs SRQ (60 Days) (by Week)

See the Description

Download icon.png    EV_Widgets - (A) INC vs SRQ (60 Days) (by Week)_20170711
(B) New vs Closed INC (60 Days) (by Week)

See the Description

Download icon.png    EV_Widgets - (B) New vs Closed INC (60 Days) (by Week)_20170711
(BG) New vs Closed INC (60 Days) (My Groups) (by Week)

See the Description

Download icon.png    EV_Widgets - (BG) New vs Closed INC (60 Days) (My Groups) (by Week)_20170711
(C) New Closed INC vs SRQ (by Week)

See the Description

Download icon.png    EV_Widgets - (C) New Closed INC vs SRQ (by Week)_20170711
(CG) New Closed INC vs SRQ (60 Days) (My Groups) (by Week)

See the Description

Download icon.png    EV_Widgets - (CG) New Closed INC vs SRQ (60 Days) (My Groups) (by Week)_20170711
(D) INC Accepted vs Rejected (by Owner)

See the Description

Download icon.png    EV_Widgets - (D) INC Accepted vs rejected (by Owner)_201707111
(E) Nb Groups Handling INC (by Category)

See the Description

Download icon.png    EV_Widgets - (E) Nb Groups Handling INC (by Category)_20170711

Naming convention

example  (EV-INC5001) – (CURRENTLY OPENED INCIDENTS) ((MY GROUPS))

  • The prefix in a report’s name indicates the type of the process:
    • EV-ALL: All processes (Incidents + Problems + Service requests + Change requests)
    • EV-INC: Incidents
    • EV-SRQ: Service requests
    • EV-CHG: Change requests
    • EV-PRB: Problems
  • It is followed by an incremental number.
    • Each series of reports has 2 series of number with almost identical reports.
    • The series 000X is for all tickets and the series 500X is for tickets related to your group only (support group you belong to).
  • Some exports consist of a set of filters and views related to a standard menu.
    • The export file’s name is formed as follows: (Prefix + 000) + (name) + (content label)
    • All the filters and views related to a standard menu have the EV- prefix so they can be distinguished.
  • In a view, grouping levels are separated by => for clarity.

example   EV_Priority => Manager  ==>  View where the items are first grouped by priority then by managers.

  • Custom widgets export files start with CW.

example   (evApps_CW)Incidents Directly Accepted vs with Rejection Group_20170406.tar.gz

New Time Calculation Table

Caution: You must have Service Manager 2016.1.300 or higher version to use the following reports. If you have a previous version, reports will fail and unpredictable results may occur.

As part of this first series of reports, we have included the first version of an advanced Time Calculation table called SD_REQUEST_COMPUTED_TIMES.

This is not a series of reports but a new table that calculates new time-based calculation with new presentation format. With these new time calculations, you are no longer limited to present the information in minutes. You now have access to a large variety of formats such as minutes, hours, days, weeks, months and a new combined view.

The calculation made in this table are:

  • Resolution Time: Time between the ticket creation and the completion of the ticket
  • Resolution Delay: How much time has passed over the agreed SLA time
  • Response Time: Time between the creation of the ticket and the creation of the first human action on the ticket. This first action is determined by a simple algorithm that looks at what actions type is created and determines when the first one was made

All these calculations are done in a very innovative way that allows you to personalize the calculation and also come up with your own calculation.

To achieve that we have created a series of alerts that can be imported into your environment. Theses alert run on your own schedule and can be adapted.

How to set up

  • Go to the Administration > Import / Export > Import menu and import the following package:
         Download icon.png  EXPORT PACK - EV RA TIME CALC - ALERTS.EXP
  • The three scheduled alerts below are created which, when executed, do behind the scene calculation on your tickets and actions.
    • TABLE SD_REQUEST_COMPUTED_TIMES-FULL VERSION (STEP 1 - COMPUTATION)
    • TABLE SD_REQUEST_COMPUTED_TIMES-FULL VERSION (STEP 2 -  COMPUTER RESPONSE TIME WITH SLA)
    • TABLE SD_REQUEST_COMPUTED_TIMES-FULL VERSION (STEP 3 - SET RESPONSE TIMES-FULL VERSION (SETP 3 - SET RESPONSE_TIME_SLA_* FIELDS) 
  • You must activate them and then the next night, the alerts will run. After a few days, all your tickets will have the new calculation attached to them.
  • These alerts must run at night to prevent impact on your production. They calculate various time found in the new table for the last 10000 update tickets. In time all your tickets will have the new calculations but it may take some time. 
  • To see the results in existing reports, you will need to modify your parent query and link the SD_REQUEST table to the SD_REQUEST_COMPUTED_TIMES table through the REQUEST_ID field.
  • You can also see the results in one of the reports from the report pack mentioned before.

example   What you can do and how to add it to the reports provided:

  • Incident list with detailed time information
    Time Calculation Report - Example Incident list.png
  • Incident category with resolution and response time in days
    Time Calculation Report - Example Incident category.png
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Last modified by Christine Daussac on 2021/10/14 17:11
Created by Administrator XWiki on 2017/10/24 08:42

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