Microsoft Power BI - Incident Dashboard Template

Last modified on 2023/02/08 15:17
Contents

HeaderNotes_CautionReportServerRequired

  To use Power BI reports, a Report server must be installed. To find out more, please contact your EasyVista consultant.

HeaderNotes_DownloadAndNotes

   To help you set up this use case, you can download the relevant documentation. Open url.png See the section List of files to download.

  • Service Manager minimum version: 2023.1 - Build 2022.1.133.0.01
  • Note: The Power BI interface is currently being revamped. As such, some of the screens shown in the procedures below may be different from the ones in the final interface.

This template belongs to the Dashboard category in Service Manager Power BI reports. It enables you to implement a Power BI dashboard displaying statistics on incidents using trends and charts.

  • It is multilingual. The six main languages managed by Service Manager are supported in the standard version. You can install additional languages.
  • Customizations to the Power BI report can be made to meet customer requirements.
GeneralNotes

Notes

Caution

  • Modifications other than those mentioned in the wiki are not managed by EasyVista. Please contact your EasyVista consultant for help in customizing your report.

List of functionalities

Functionalities Notes
Backlog
  • Number of open, closed and solved incidents over the last five weeks
  • Number of open and major incidents in the last week
Functionalities in all report pages
  • Tabs for browsing through report pages
  • Manipulate data using different filters
  • Infotips on hover over charts
Customizations possible
  • You can add a new language. Open url.png See the procedure.
SLA/FCR
  • Resolution by SLA
  • Filter technicians by group in the Average hours per ticket per technician chart
Support
  • Number of open incidents by team
  • Select the teams to be displayed in the Number of open incidents per team over the period chart
User
  • Customer satisfaction by week
Technician
  • Number of incidents assigned, solved or escalated by technician
  • Filter by group for all charts on the page

List of tables included in the template

Note: You must load the tables when installing the template by running the parent queries shipped with the template. Open url.png See the procedure

  • Actions: This contains actions extracted from the Service Manager database when the specific parent query is run.
  • Tickets: This contains incidents and service requests extracted from the Service Manager database when the specific parent query is run.
    • Canceled tickets are not included.
       

Internal Power BI tables

  • Titles management: This contains the translations of all titles and legends of trends in the report.

Procedures

How to implement a Power BI report using the Incident Dashboard template

Prerequisite: Install Microsoft Power BI Desktop on the workstation.

     You can download it free of charge.

     Open url.png See the documentation.
 

Step 1: Open the template in Power BI Desktop

1. Download the PBIX file provided by your EasyVista consultant to your workstation.

2. Open the template in Power BI Desktop.

Step 2: Import Service Manager data to the Power BI report

1. See the procedure for running parent queries shipped with the template.

Step 3 (optional): Customize the Power BI report

1. See the procedures below to make the required customizations.

2. For other customizations, please see the Microsoft documentation.
         Open url.png See Reports in Power BI

Step 4: Save the Power BI report

1. Select File > Save in Power BI Desktop.

ExecuteParentQueries_CommonProcedure

How to import Service Manager data using parent queries

Step 1: Display the queries used in the template.

1. Open the Power BI report template (PBIX file) in Power BI Desktop.

2. Click Transform data.

          Power BI Desktop - Import parent query - Transform data.png

  • Power Query Editor will open.
  • The list of Service Manager parent queries and Power BI queries used in the template will appear in the left pane.

          Power BI Desktop - Import parent query - Table list.png

Step 2: Import Service Manager data using parent queries.

Note: You must repeat all of the operations below for all Service Manager parent queries used in the template.

example Actions and Tickets parent queries in the screens below

 

1. Select the parent query you want in the left pane.

Best Practice icon.png  Parent queries that have not been run are indicated by the Warning triangle icon.png icon.

An error message will inform you that you are not logged in to Service Manager.
         Power BI Desktop - Import parent query - Select table - Go to error.png

2. Click Go to Error.

The Source step is highlighted. This means that the error lies with the data source.
         Power BI Desktop - Import parent query - Select table - Edit settings.png

3. Click Edit Settings.

The window for configuring access to Service Manager data will appear.

4. Specify the access to Service Manager in the URL for running the parent query.

          Power BI Desktop - Import parent query - Access to data URL.png

  • Replace {your_server} with the URL of your server.

example  https://your_company.easyvista.com

example  50004: Production base; 50005: Sandbox database

  • Click OK.
    The window for configuring access to Service Manager will appear.
     

5. Specify the credentials for accessing Service Manager.

          Power BI Desktop - Import parent query - Access to Service Manager.png

  • Select the Basic tab.
  • Specify the user name and password for logging in to Service Manager.
  • Click Connect.
    • The parent query will run and Service Manager data will be imported to the specific Service Manager table.
    • The Query executed icon.png icon next to the table name indicates that the query was run.
               Power BI Query Editor - Query list - Parent query executed.png

6. Repeat all of the operations in step 2 for the other Service Manager parent queries used in the Power BI report.

Step 3: Update the report using Service Manager data.

1. Select File > Close & Apply in the menu.

  • Power Query Editor will close and you will return to the report in Power BI Desktop.
  • Indicators and charts in the report will be refreshed with the Service Manager data.

Customize the Power BI report, Incident Dashboard

Notes_Procedure

Notes

  • Certain customizations in the report require the modification of formulas in Power Query Editor. If the formula bar is hidden, select the View menu and select Formula Bar.
             Power BI Query Editor - Display formula bar.png
  • Power BI uses regional settings for displaying date formats. You can modify the default settings by selecting File > Options and Settings > Options > Regional Settings.
AddLanguage_CommonProcedure

How to add a language

Step 1: Add a new language.

1. Open your Power BI report (PBIX file) in Power BI Desktop.

2. Click Transform data.

Power Query Editor will open.

3. Select the Language query in the left pane.

The contents of the Language table will appear.
         Power BI Query Editor - Language query.png

4. Add the new language to the table.

Step 2: Translate labels using the new language.

1. Select the Titles management query in the left pane.

The contents of the Titles management table will appear.
         Power BI Query Editor - Titles management query.png

2. Translate all titles and legends using the new language.

Step 3: Save the Power BI report.

1. Select File > Close & Apply in the menu.

  • Power Query Editor will close and you will return to the report in Power BI Desktop.
  • The new language will appear in the drop-down list of languages supported in the Power BI report.

          Power BI Desktop - New language.png

Step 4 (optional): Add public holidays based on the new language

     Open url.png See the procedure

List of files to download

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