ITOM Template

Last modified on 2023/07/26 14:18
Contents

From : Service Apps versions 2022 and later

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This template belongs to the Dashboard category in the Service Apps templates. It offers multiple dashboards that display trends and reports related to the network, infrastructure, IT support and security.

It is shipped in a single version that is:

  • Responsive: Automatic scaling of the app based on the device used, e.g. workstation, smartphone, tablet, etc.
  • Multilingual: The six main languages managed by Service Manager are available in the standard version.
     

Notes

  • Most of the data comes from CSV data sources and is not linked to Service Manager. You can replace it using data sources loaded by third-party solutions.

List of functionalities

Functionalities Notes
Network
  • Different trends: number of active sessions, recent network alerts, consumption for different equipment, network events, etc.
Infrastructure
  • Different trends: infrastructure issues (e.g. databases, Web servers, application servers), number of cloud sessions, number of sessions by country, or by time period, etc.
Service Desk
  • Different trends: number of tickets created or solved by date, number of tickets created today, percentage of first call resolutions, average customer satisfaction, number of tickets solved by technician, etc.
Security
  • Breakdown of threats detected by date
  • Source of threats by country or by severity

Procedure: How to create an app using this template

ProcedureStep1_CreatingApp

Step 1: Creating the app in Service Apps

1. Click Apps - Gallery - Create Shortcut icon.png Create App in the App Gallery toolbar.
The template library will appear.

2. Select the template you want.

  • A new app will automatically be created using the template.
  • It will appear in the Design pane.

Step 2: Import trends and reports to Service Manager

Step 2.a: Import trends

1. Download the file below to your workstation.

  Batch of trends

  • APPS - % Solved tickets
  • APPS - FCR %
  • APPS - Problems
  • APPS - CI (application server)
  • APPS - CI (web server)
  • APPS - CI (database)
  • APPS - CI (application service)

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

3. Enable the trends by selecting Administration > Trends > Trends in the menu.
 

Step 2.b: Import reports

1. Download the file below to your workstation.

NoteParentQueriesNotIncludedInReports

   Only new parent queries are exported with the reports. Parent queries which already exist in your environment are not exported with the reports. This means that the items you update will not be overwritten when reports are imported.

   Batch of reports

  • APPS - Events
  • APPS - Tickets
  • APPS - Incidents
  • APPS – Roles

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

ProcedureStep3_FinalizingApp

Step 3: Finalizing the creation of the new app

1. Click Apps - Application properties icon.png to display the general properties of the app.

  • You can rename the app.
  • You can select the image associated with the app from the App Gallery in the Apps Icon tab.
  • You can select the icon to be displayed in the tab bar of the Web browser or as a shortcut on the Desktop in the Favicon tab.
  • You can modify the default theme.

2. Click Apps - Translation icon.png to make the required translations in the Objects pane. Open url.png See the multilingual management of the apps.

3. Distribute the new app to users.

  • Assign access rights to the relevant users or teams.
  • Create the shortcut pointing to your app.
  • Click EVApps - GUI - Share icon.png to send the shortcut to users.

List of files to download

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