Dashboard

The following video demonstrates how the Dashboard works and the seven out-of-the-box Views.

In addition to creating a personalized View in the form of tabular data in Advanced Ticket Center, you can also see a visual representation of your data in a variety of graphs in a Dashboard. The Dashboard helps you understand, analyze, and monitor large volumes of data such as Total Active Tickets, SLA Status of Tickets, and more at a glance. For each View, there are separate charts and you can choose to select two items for each View. Analysts and Administrators can access the dashboard section in the Advanced Ticket Center workspace. For more information, see Advanced Ticket Center

• The charts are displayed based on the selected View.
• You can choose to select two charts per a View.
• The charts can be filtered further by clicking on the elements within the chart. For example, if you click on a particular color segment within the chart, the dashboard data is modified based on that segment. But the data in the grid will not be modified.You can click the Back arrow to go back to the previous visualization.

The following seven Out-of-the-Box Views in Advanced Ticket Center are available to the Analysts and Administrators, They can also remove it if required. The list is displayed in alphabetical order.

1. All Open Tickets: Total Active Tickets assigned to the logged in user or the group in which the user is a member.
2. Approaching SLA Violation Tickets: Tickets approaching SLA violation assigned to the logged in user or the group in which the user is a member.
3. Breached SLA Tickets: SLA Breached Tickets assigned to the logged in user or the group in which the user is a member.
4. Critical Priority Open Tickets: Active Tickets with critical priority assigned to the logged in user or the group in which the user is a member. 
5. My Assigned Tickets: Tickets assigned only to the logged-in user.
6. Unassigned Tickets: Unassigned Tickets 
7. VIP Tickets: Tickets for VIP users assigned to the logged in user or the group in which the user is a member.

Choose Items for the Dashboard

You can choose items that can be displayed as graphs in the Dashboard. If no charts are associated with the View, a message "No chart(s) found for the selected view, please select chart from Choose Items" is displayed. The user can also minimize the dashboard to focus only on the grid view.

1. To create a Dashboard, you must select an existing View from the Views list or create a new View if not available.
2. Click Choose Items on the control bar. The following dialogue box appears. The maximum number of items from the list you can select is two.
   
   
   1. You can select only two items from the Available list.
   2. You can hide the graphs by clicking the - icon on the Ticket Trends bar. To see the graphs again, click the + icon on the Ticket Trends bar.
   3. Use the arrows to move the items from the Available list to the Selected list and vice versa. You can also move the items up and down in the Selected list according to your requirement.
   4. You can remove the items from the Selected list by clicking theicon.
3. Click Save & Apply to save the data to apply filters for the Dashboard.