ITS CENTER. Available Dashboards and Charts

Transcription

1 ITS CENTER Available Dashboards and Charts

2 Table of Contents 1. General Information Access Dashboards Filter Dashboards and Charts Available Dashboards and Charts Overview Dashboard Calls/Workhour Calls Per Mandator/Priority MTTR/Prior/Mandator MTTR (Data) Clearable/Caused by A&B Incidents Incident Types CIs reported_hours Dashboard Main Page Calls per Month Hours per month Watchingphase Incidents Watchingphase Effort

3 1. General Information The Dashboardplayer shows different Dashboards which consist of multiple charts generated from ITS data. Choosing the Play checkbox allows to run a dashboard automatically and show all single charts after another like a slideshow. 1.1 Access Dashboards 1. Select Dashboardplayer on the navigation on the left hand side of the screen. 2. Click on Dashboard on top of the screen and then on Load 3. Select an available Dashboard 1.2 Filter Dashboards and Charts To reduce the output of the charts you can filter them in two ways: 1. To filter one specific chart: double-click on the respective chart. A window displaying the possible filters will open. Depending on the chart you can choose from different filter types and options for your variables. The default setting is dynamic, which means that the variable is not filtered 2. To filter all charts of a dashboard use the Global Filter. Click on Control in top of the screen and then click on Global Filter. A new window will open displaying your available filter options. The default setting is dynamic, which means that the variable is not filtered. Note that the Global Filter is not available for all Dashboards. 3

4 To test your filters click on Apply. You will immediately see the filtered chart. If you want to keep the filter criteria use Apply&Close. To save your filter criteria for the following visits to the Dashboardplayer use Save Preset. 1. Click on Control in the toolbar on top of each chart. When clicking on Save Preset a new window opens 2. Enter a name for your filter criteria in this window and then click on Save. The next time you want to load the saved filter criteria for this chart just click on Load Preset and choose the respective saved item. Also under Control you will find the checkbox for Play. Activate this checkbox to automatically play the available charts one after another in a slideshow. When clicking on Pages in the toolbar on top of the page you can choose if you want to display all or only specific charts in your Dashboard by activating or deactivating the checkboxes. 4

5 2. Available Dashboards and Charts Currently available in the Dashboadplayer are the following Dashboards with the corresponding charts. Please note that for users belonging to a HUB the data in all charts is pre-filtered to HUB relevant data Overview Dashboard The Global Filter for the Overview Dashboard gives you following filter possibilities for all charts in this Dashboard Mandator Mandator of Locations Account Visible Logged Date Internal Gives you the possibility to exclude or only show internal tickets Status Incident Status Description Filters for the CI Description (CI name) Location description Location Name Country Country of the Location/Account Rep ITS user Priority Priority of the ITS ticket 5

6 Calls/Workhour This chart consists of two parts. The upper Part shows the overall top seven customers by Calls. The customers are the Locations from ITS Data and the number of calls includes all ticket types in ITS. Also a calculated moving average is shown with help of the blue line for the Cummulativ Percentage. The lower part shows the top seven customers by workload, therefore displaying the cumulative time effort (hours) reported for this location in ITS. 6

7 To filter down the data in this chart the following criteria can be selected: Mandator Mandator of the Location Logged Date Priority Account Country Country of Customer Internal Only displays internal tickets from ITS Status ITS ticket status (In Progress, Closed, Problem Management,..) 7

8 Calls Per Mandator/Priority This chart displays the calls per Priority, segmented by Location Mandator in a pie chart. Next to the pie chart a list of all included tickets is displayed. This list can be exported to Excel with a right mouse-click. Filter possibilities in this chart are: Logged Date Account Name 8

9 MTTR/Prior/Mandator Displays the Mean Time to Repair (in hours) for each Mandator and the respective Priority in a bar chart. It is calculated by using the reported hours for all resolved tickets with the respective priority. Specific priorities can be excluded from the chart by clicking on them in the bottom of the chart. Excluded priorities are then marked in grey This chart can be displayed as a normal bar chart or as a stacked chart by using the checkbox on the upper left side. 9

10 Filtering possibilities for this Chart are Priority Logged Date Mandator Mandator of ticket Location Location Account Name Rep MTTR (Data) Detailed data to the MTTR chart by listing all MTTR hours per Mandator and Priority. This list can be exported to Excel with a right mouseclick. 10

11 Filter possibilities in this chart are the same as in the MTTR (Data) chart are: Priority Logged Date Mandator Mandator of Location Location Account Name Rep Clearable/Caused by Here two pie charts a displayed for comparison. The left chart shows the Clearable States of all closed ITS tickets in percentage terms. The right pie chart shows the originator of all tickets in ITS. 11

12 Filter possibilities for both pie charts are: Mandator Logged Date Priority Account Country Internal Clearance Status A&B Incidents A List of all Incidents in ITS with priority A or B in an overview table. This table can be exported to Excel with right mouse-click on the table. 12

13 Filter criteria for this table are Prio Priority Status Mandator of Location Resolved State Incident Types The chart visualizes the count per ticket type (Incident, CR, Consultation...) of all tickets in ITS. 13

14 To get more detailed Information you can filter down the data with the following criteria Mandator of Location Logged Date Priority Account Country Internal Status CIs This chart has two parts. The top shows the CIs per Mandator in a bar chart, limited to the top five Mandators. The bottom part shows a list of all Mandators and their Cis. This list can be exported to Excel with a right mouse-click. 14

15 The following filters can be set on this chart: Visible Description CI Description CI Name Location Description Location Name 15

16 2.2. reported_hours Dashboard Global Filter for reported_hours Dashboard are: Incident Type Incident, Consultation, CR Internal 3 rd Level the ITS user belongs to a 3 rd Level Group Rep Mandator Mandator of the ITS user Location Hub Diary Date Account Name Mandator Area Country-Name 16

17 Main Page This chart is a general overview of the time effort reported in ITS. It shows the hours reported per Month and Mandator (calculated from Diary Entries). This chart can be displayed as a bar chart or stacked using the checkbox in the upper left side of the chart. You can eliminate specific Mandators from the chart by clicking on the Mandator name beneath the chart. All Mandators not shown in the current chart will be marked grey. 17

18 The filters for this chart are Location Hub Diary Date Country-Name Incident Type Rep Mandator Mandator of ITS user Area 3 rd Level Rep belongs to a 3 rd Level Group 18

19 Calls per Month This chart shows the count of tickets per month, including a moving average displayed with a blue line. Filter possibilities for this chart are: Mandator Mandator of Location Logged Date Priority Account Country Internal Status Area 19

20 Hours per month The hours per month charts displays the time effort (in hours) per month for all tickets. Here also, like in the Calls per Month chart, a moving average is displayed. Data can be narrowed down with the help of the following filters: Location Hub Diary Date Country-Name Incident Type Rep Mandator Mandator of ITS User Area 3rd Level Rep belongs to a 3rd Level Group 20

21 Watchingphase Incidents Here the count of all tickets is shown that have a Solution CI with the Service Status Watching. The data is displayed separated per Account. This chart can be shown stacked by choosing the checkbox in the top left corner. You can eliminate specific Mandators from the chart by clicking on the Mandator name beneath the chart. All Mandators not shown in the current chart will be marked grey. 21

22 The filter criteria for this chart are: Service-Status This is filter is preset to Watching and cannot be changed. Rep-Mandator Mandator of the ITS user Logged Date Account-Name Area Country-Name 22

23 Watchingphase Effort This chart is similar to the Watchingphase Incidents chart, but doesn t show the count of Incidnets but the time effort in hours. Also you can eliminate specific Mandators from the chart by clicking on the Mandator name beneath the chart. All Mandators not shown in the current chart will be marked grey. 23

24 Filter criteria for this chart are: Service-Status This is filter is preset to Watching and cannot be changed Rep-Mandator Madator of the ITS user Logged Date Account-Name Area Country-Name 24