ITSM Template

Last modified on 2022/05/28 10:52
Contents

Specific to: Service Apps Autumn 2020 ; Service Manager Oxygen

Open url.png See Service Apps versions Oxygen and earlier.

Update wiki button.png Latest major version: Autumn 2020.

  • All dashboards are now merged within the same app.
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  • Multiple languages supported.
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  • Integrated Page Display pack containing the Embedded Page and Sidebar widgets, as well as the Header Page, Footer Page and Background Page functionalities.
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  • Integrated Responsive Web Design.
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  • CSS variables integrated with the addition of the __Root widget.
NewFeatures_MajorVersion_Autumn2020_FixFebruary2021_Title

Fix Autumn 2020 - Build 2020.2.124.2

NewFeatures_MajorVersion_Autumn2020_FixFebruary2021_Add4
  • Replaced Secured Html widgets with Menu widgets.

This template belongs to the Dashboard category in Service Apps templates. This enables you to install a group of dashboards displaying indicators and reports related to ITSM processes, e.g. incidents, requests, problems, etc.

It is shipped in a unique 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 supported in the standard version.
     

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. Open url.png See Importing 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.

List of functionalities

Functionalities Notes
Global
  • Different indicators, e.g. total costs, general availability of services, number of contracts, customer satisfaction, etc.
  • Health status of each subsidiary in the company.
  • Menu for browsing through the portal, with the number of open items.
Technician (My Work)
  • Different indicators, e.g. my open incidents, my tasks, number of tickets assigned to my groups, etc.
  • List of my open tickets and tasks.
Incidents
  • Different indicators, e.g. number of open incidents, number of incidents without an owner, number of suspended incidents, etc.
  • Trend displaying the number of incidents over one year.
  • Breakdown of incidents by status, by category.
Service requests
  • Different indicators, e.g. number of open, suspended, late service requests, etc.
  • Breakdown of service requests by status.
Problems
  • Different indicators, e.g. number of open problems, number of problems without a workaround solution, number of public known errors, etc.
  • Breakdown of open problems by category, by team.
  • List of open problems.
Change
  • Different indicators, e.g. number of open, suspended, late service requests, etc.
  • Breakdown of requests by category, by life cycle step.
  • List of change requests.
CMDB
  • Different indicators, e.g. number of equipment and CIs in repair, number of unavailable CIs, etc.
  • Breakdown of CIs by category.
  • Trend displaying the number of tickets by CI.
Knowledge Base
  • Different indicators, e.g. number of knowledge articles to be validated, number of public knowledge articles, etc.
  • Breakdown of knowledge articles by title.
  • List of top-rated knowledge articles.
  • Top 10 most frequently used search keywords.

Procedure: How to create an app using this template

Note: This procedure applies from the version Autumn 2020.

Open url.png See the procedure for versions Oxygen and earlier.

Prerequisites: The E_V_PRIORITY view must exist in your Service Manager database.

If the E_V_PRIORITY view does not exist, you must have to create it by running the queries below after replacing [EVO_DATAXXXXX] with the name of your database and [XXXXX] with the account.

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
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.a: Importing the template theme to Service Apps.

1. Download the file below to your workstation.

          Download icon.png  Template theme (Oxygen Dashboard)

ProcedureStep2_ImportingAppTheme

2. Import the file to Service Apps by clicking Apps - Gallery - Import icon.png Import in the App Gallery toolbar.

3. Check that the theme is a public theme in the Service Apps 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. (Optional) Modify the theme in line with the style guide of your company.

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

Step 2.b: Importing and enabling indicators in Service Manager.

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 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 2.c: 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   - 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 Service Manager.

    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 Batch of reports

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

  • List of incidents and service requests
  • List of incidents, service requests, change requests, problems
  • Knowledge base
  • List of actions 
  • List of configuration items (CIs)
  • List of change requests
  • List of service requests 
  • List of incidents
  • List of problems

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

Note: Refer to the procedure to install the files.

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