Manage Dashboards and Charts

Serviceaide Intelligent Service Management allows you to create queries for predefined searches, setup charts and create dashboards for analysts.

This article contains the following topics:

Dashboards

Dashboards are used to access real-time information and track performance against the defined key performance indicators. These key indicators ensure accountability and efficiency, and help align the performance of the organization with strategic goals. As an application administrator, you can define key performance indicators and group them together to create various types of dashboards. The users use the dashboards to track their performance against the defined key performance indicators.

Defined searches, support charts, and charts are grouped to create a dashboard. Permission to a defined search controls user access to the derived chart and a dashboard that is based on the chart. Permissions can be granted only at the defined search level on the Defined Searches page.

You can configure dashboards using the Dashboards option in the Tools menu. The Dashboard List tab displays a list of all active dashboards. You can filter the list using the available filter options or search for a specific dashboard by entering relevant information in the search window. When you click an existing dashboard in the list, the details get displayed in the Dashboard Details tab. You can also create a dashboard in this tab. Users can access dashboards from the Dashboards option under the Reports navigation menu option. By default, access to the Dashboards option is not enabled for the Self-Service users. If you want to, you can assign permissions to this navigation menu option for the Self-Service users. You can also assign permissions to the Dashboards option only to selected support groups and roles.

Considerations

You can display charts that are related to tickets or configuration items.
A dashboard can be related to only one type of record that you can select form the drop-down.
The charts are auto-refreshed according to the interval set when configuring the chart.
Assign permissions to the defined search used to query the data.

Configure a Dashboard

Navigate to MANAGE> ADMINISTRATION> Tools> Dashboards, and click Create New.
Note: You can also select Copy to New to copy an existing dashboard and modify it to create a dashboard.
Enter the Dashboard Name, Description, select a Related To Form.
Note: The Context field is read-only and displays the permissions that are inherited from defined searches.
Select the Grid Layout for the dashboard and other necessary information.
You can display a maximum of six charts in a 2X3 grid, and a minimum one chart in a 1x1 grid. You can also modify the chart size my managing the image pixels.
Click Apply Changes.
Note: The dashboard details such as Status, Created on, Created by, update automatically. To manage the layout of the charts, click Organize Dashboard Charts.

Charts

Charts are a graphical representation of the ticket data in your organization. The application already displays charts in certain workspaces to present information like, Tickets by Group and Tickets by Age. If you want, you can create more charts to display other information. You can create any number of charts. Every chart uses a defined search to extract the ticket information.

You can display a chart to other users as part of a dashboard. Charts cannot be configured for the Self-Service user interface. They are accessible only from the My Dashboard link in the Analyst or Administrator interface of the application. The charts that you see on the Home page and List Tickets page of the ticket modules are system-defined. An analyst can select only the available charts for displaying on the Home page.

The key features of the Charts page are:

View the list of existing charts.
Create new charts.
Modify existing charts.
Define chart parameters
View the permissions for a chart.

Follow these steps:

Navigate to MANAGE> ADMINISTRATION> Tools, and click Charts.
Create: Click Create New and fill the following details:
Category
(Optional) Specify the category of the chart. You can assign a category to charts to group them together. You can select an existing category or can enter a new one.
Auto Refresh Interval (Mins)
Specify how frequently the chart data is refreshed. The default value is 3 minutes. The refresh interval cannot be less than 3 minutes. If you do not want the data to be refreshed, enter zero in this field.
Defined Search Name
Select the defined search that is used for extracting the chart data. Every chart is associated with a defined search. The chart is not rendered properly when there are errors in the defined search. To enable other users to view the chart, also enable their access to the defined search. You can use one of the system defined searches or can create your own defined search for rendering the chart.
Related to Form
This field displays the name of the forms that are related to your defined search.
X-Axis and Y-Axis
This field lets you create relationships between the x-axis and y-axis of the chart. Use the options available in the Category (X-Axis), Category (Y-Axis), Value (X-Axis), and Value (Y-Axis) fields. Select the values which are relevant to your defined search. If the values are not relevant to the defined search, the chart displays an error.
X-Axis and Y-Axis Labels
Enter a value in the Category (X-Axis) Label, Category (Y-Axis) Label, Value (X-Axis) Label, and Value (Y-Axis) Label fields and provide labels for the x-axis and the y-axis.
Aggregation
Select how the data is aggregated between the x-axis and y-axis. Select a value which is relevant to your defined search, else the chart is not rendered properly.
Time Period
Select a value to group data into the selected time periods. This field is available only when the x-axis is set as Created Date.
Note: The Permissions tab displays the permissions applicable to the chart. These permissions are inherited from the defined search that is used for creating the chart. You cannot modify the permissions for a chart directly. Modify the permissions to the defined search instead.
Select the Chart Type, and click Apply Changes.
Modify: Select a chart on the Charts page. Modify the chart information and click Apply Changes.
Delete: Select a chart on the Charts page, and click Delete. If you deleted accidentally, click Activate to undo the deletion. You cannot undo the deletion after you close the tab.