Microsoft Power BI - Incident Dashboard Template

Last modified on 2023/11/23 14:36
Contents

HeaderNotes_PowerBIReports

Service Manager: 2023.1 - Build 2022.1.133.0.01+

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

   Power BI is constantly being developed. As such, some of the screens shown in the procedures below may be different from the ones in the final interface.

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

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.

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
GeneralNotes_PowerBIReports

Notes

  • Data is retrieved in the language of users who log in to Power BI using their Service Manager account.

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.

Operating principle

OperatingPrinciple_PowerBIReports

1. You run Power BI Desktop by opening the PBIX file containing the report template. It will connect to Service Manager to retrieve the data required for displaying the dashboard.

2. Data is extracted from Service Manager by running reports built using specific parent queries via the Service Manager REST API.

 You must first import the reports provided by your EasyVista consultant into $ProductName_evistm. You can do so by selecting _Administration > Import / Export > Import in the menu.

3. The data retrieved is imported into Power BI Desktop to populate dedicated Service Manager tables. It is formatted to display trends and charts in the report and stored in the PBIX file of the Power BI report.

List of tables included in the template

Specific tables for Service Manager data

DataDedicatedTables_Caution

   The tables must be populated with data extracted from your Service Manager database when the template is installed. Open url.png See the procedure

You retrieve data by running Service Manager reports built using specific parent queries.

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

ImplementTemplate_CommonProcedure

Prerequisites: Install Microsoft Power BI Desktop on your workstation

     You can download it free of charge.

     Open url.png See the relevant documentation
 

Step 1: Open the template in Power BI Desktop (PBIX file)

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

2. Open the file in Power BI Desktop.
 

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

You import data by running Service Manager reports built using specific parent queries.

You must first specify the data access information for each table dedicated to Service Manager data included in the template.

1. Import the reports to Service Manager by selecting Administration > Import / Export > Import in the menu.

2. Import Service Manager data to the Power BI report.

Open url.png See the procedure

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.

How to import Service Manager data

ImportData_CommonProcedure

Step 1: Display template queries in Power Query Editor

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 appear.
  • The list of queries in the template will appear in the left pane.

          Power BI Desktop - Import data - Queries list.png

Step 2: Import Service Manager data to the template

You import data by running Service Manager reports built using specific parent queries.

You must first specify the data access information for each table dedicated to Service Manager data included in the template.

1. Import the reports to Service Manager by selecting Administration > Import / Export > Import in the menu.

2. Repeat the procedure below for all queries used by the template.

  • Specify the data access information required by the query: URL for accessing your Service Manager server and the Service Manager account used.
  • Log in to the data source.
  • The parent query will run.
  • Service Manager data will be imported to the dedicated Service Manager table.

Detailed procedure to be performed for each query used by the template

  • Import data using Service Manager reports:

example Procedure for the Actions parent query

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 <p style="margin-left: 20px;">Warning triangle icon.png icon.</p>

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. Connect to the server to access Service Manager data.

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 dedicated 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 the procedure for each Service Manager parent query used in the Power BI report.

Step 3: Update the report with 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.
  • Trends and charts will be refreshed with your Service Manager data.

Customization of the Incident Dashboard Power BI report

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 into 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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