Service Manager powered by HEAT

Using the Dashboard Center

The Dashboard Center is where you configure your dashboards and create dashboard parts. From here you determine how dashboards are laid out.

Accessing the Dashboard Center
Parts of the Dashboard Center
Using Saved Search Parts
Using Chart Parts and the HEAT Chart Wizard
Using Table Parts
Using Special Parts
Using Tree Parts and the HEAT Tree Designer
Using Pivot Tables and the Pivot Table Wizard

Accessing the Dashboard Center

You use the Dashboard Center to create, modify, and delete dashboards.

1. From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2. Click New Dashboard. The system displays the Dashboard Center.

Parts of the Dashboard Center

The Dashboard Center contains the following parts:

A toolbar (at the top of the page) for saving the dashboard and for customizing the layout of dashboard parts.
Accordion style columns (on the left side) for creating and editing your dashboard and dashboard parts.
A workspace (in the main area of the window) for previewing dashboards before saving them to your home tab.

Dashboard Center

Dashboard Buttons

To refresh a dashboard part, click the refresh icon .
To export the information from a dashboard part to a Microsoft Excel spreadsheet, click the Export to Excel icon .

You can only export to Microsoft Excel from a table dashboard part.

To maximize a dashboard part, click the maximize icon .
To minimize a dashboard part that is maximized, click the minimize icon . If you click this icon when it is not maximized, it removes the dashboard part.
To edit a dashboard part, click the edit icon .

Using Saved Search Parts

Saved searches create a search list table on the dashboard. You can add a saved search from the list of previously created saved searches. See Using Saved Searches on how to create a saved search.

1. From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2. Click New Dashboard. The system displays the Dashboard Center.
3. From the Dashboard Center accordion columns, click Tables. The system displays a list of defined tables.
4. From the bottom of the Tables list, click the Add dashboard item icon. The system displays the Create New Table Dashboard Part dialog box.
5. Enter information into the fields.
Field Description
Name A unique name for the dashboard part. This appears in the title bar of the part.
Description Optional. A description about how this part is used. These details do not appear on the part and are merely used for reference.
Object The business object that this saved search runs against.
Saved Search The saved search gathers the information that populates the table. Available saved searches depend upon the business object you select.
List The dashboard or list that this saved search appears in. For example, to have the Saved Search table appear on the Incident dashboard, select HomepageIncident.
Open record in parent object, if possible Specifies if the saved search opens in the parent business object.
6. Click Preview to run the search and see how the results appear. You might need to click the Refresh button within the preview toolbar to view actual data.
7. Click Save.

Using Chart Parts and the HEAT Chart Wizard

About the Chart Part
About Derived Data
About Dashboard Legends
Toggling the Chart Legend
Adding a Chart Part

About the Chart Part

Use the chart dashboard part to graphically show data about your system. After you create a chart, you can drag and drop it onto the main workspace area.

You can choose from many chart types, such a pie charts, vertical or horizontal bar charts, line charts, and pivot tables. You can also stack bar charts and group bar and line charts.

The system automatically resizes charts to fit in the space allotted on screen. Charts that contain a lot of data points might be harder to read if they are placed in a small area. You can maximize a chart to see more detail.

HTML charts do not render correctly if the data contains many items. For example, the Summary field of the Incident business object is a text field that contains unique data for each record. If you attempt to group by this field, every record appears in the bar item and does not render in HTML.

Chart Parts

About Derived Data

You can hover over parts of a chart to see derived data.

Derived Data

About Dashboard Legends

Chart dashboard parts contain legends that you can toggle to show or hide it. When the legend is visible, the system shrinks the chart to accommodate the legend.

A Chart with a Visible Legend

A Chart with the Legend Toggled Off

Toggling the Chart Legend

From the chart toolbar, click the toggle legend icon .

Adding a Chart Part

1. From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2. Click New Dashboard. The system displays the Dashboard Center.
3. From the Dashboard Center accordion columns, click Charts. The system displays a list of defined chart parts.
4. From the bottom of the chart list, click the add chart icon . The system displays the Ivanti Service Manager Chart Wizard.
5. Enter information into the fields.

From the "Standard" Tab

Field Description
Chart Title A unique name for the dashboard part. This appears in the title bar of the part.
Type

The type of chart to display. The following types are available:

Horizontal Bar
Vertical Bar
Line
Pie
Pivot Table
(Grouped) Stacked Horizontal Bar
(Grouped) Stacked Vertical Bar
Grouped Horizontal Bar
Grouped Vertical Bar
Grouped Line
Object The business object for which this chart is created.
Header The chart title.
Footer A footnote for the chart.
Data Labels Pie charts only. Check to show labels. Uncheck to show percentages.
Show Legend Check to enable. Shows the legend of values.
Aggregate by The aggregator. Select count, sum, or average. The default is count.
Group By The field by which to group the dashboard parts.
Order By

Specifies whether the chart displays its data by the Aggregate By field or by the Group By field. The default is Aggregate by.


Select if the data should display in ascending (lowest to highest) or descending (highest to lowest) order. The default is ascending.

Results

The number of items to display: all, top, or bottom.

 

If you select top or bottom, select a number, which means that the system displays the top or bottom <selected number> of matches.

Then Group By (For all chart types starting with grouped.) The second group to order the results by.
Order (For all chart types starting with grouped.) Specifies if the results are ascending or descending.
Axis Scale The axis scale. Select Linear or Logarithmic.

From the "Drill-downs" Tab

You can create a maximum of three drill downs, which means that you can double-click the dashboard part and filter the search results to open the parent business object from the specified business object. You specify the drill-down values the same way that you set the fields on the Standard tab.

The Drill-downs tab is not enabled for pivot tables. HTML5 charts do not support drill down when labels contain special characters, such as ".

Click the add icon to add more drill-down fields.

From the "Advanced" Tab

Filter Using Saved Search: Select an existing saved search to filter the data that is shown.
Runtime Filters: Select a business object to filter your search against.
6. Click Save.
7. To use a chart, drag it onto the main dashboard window.

Using Table Parts

You can add tables to dashboards, showing lists of business objects with selected information.

1. From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2. Click New Dashboard. The system displays the Dashboard Center.
3. From the Dashboard Center accordion columns, click Tables. The system displays a list of defined table parts.
4. To filter the list, select a business object from the drop-down list. The system only displays those tables associated with the business object.
5. From the bottom of the chart list, click the add dashboard item icon . The system displays the Create New Table Dashboard Part dialog box.

Create a New Table Dashboard Part

6. Enter information into the fields.
Field Description
Name A unique name for the table.
Description Optional. A description about how this part is used. These details do not appear on the part and are merely used for reference.
Object The business object from which the data is derived. Select from the drop-down list.
Saved Search The saved search gathers the infomation that populates the table. Available saved searches depend upon the business object you select.
List

The list type. The values vary depending on the business object that you select. Select from the drop-down list.

Open record in parent object, if possible Opens the record from the list in the parent business object if possible.
7. Click Save. The system displays the new table in the Tables list.
8. To use the new table, drag it onto the main dashboard window.

After your table is created, there are many ways to manage the data reported in its list. See Using Lists

Using Special Parts

About Special Parts
Creating a Special Part
Adding My Items, Report Lists, Variance Reports, and Display URLs
Adding a List
Adding a Command List

About Special Parts

Special dashboard parts, with the exception of report list and variance reports, appear on the Self-Service Portal. The Self-Service Portal is already configured to show these special parts. You can edit these parts using the available parameters, add icons, and change the text of the links or button, if the option is enabled.

Dashboard Special Parts

Creating a Special Part

1. From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2. Click New Dashboard. The system displays the Dashboard Center.
3. From the Dashboard Center accordion columns, select Special parts. The system displays a list of defined special parts.
4. At the bottom of the list, click one of the following:
Add My Items/Report List/Variance Report/Display URL See Adding My Items, Report Lists, Variance Reports, and Display URLs.
Add List  
Add command list See Adding a Command List
Delete Selected Dashboard Item  

Adding My Items, Report Lists, Variance Reports, and Display URLs

1. From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2. Click New Dashboard. The system displays the Dashboard Center.
3. From the Dashboard Center accordion columns, select Special parts. The system displays a list of defined special parts.
4. Click the Add My Items/Report List/Variance Report/Display URL icon . The system displays the Create New Command Link List Dashboard Part dialog box.
5. Enter information into the fields:
Field Description
Name A unique name for the dashboard part. This appears in the title bar of the part.
Description Optional. A description about how this part is used. These details do not appear on the part and are merely used for reference..
Dashboard parts

Choose an option from the drop-down list.

My Items
Variance List
Display URL
Report List

The system displays the default parameters for this part in the Parameters field.

Parameters

The parameters associated with the dashboard part. You can edit the default parameters. For example, when you choose Top 5 Questions from the dashboard parts menu, the parameter is {count:5}. To show more than five top questions, replace the 5 with another number. To make the My Items list show only the open items (meaning it does not show incidents in the closed status, service requests in the fulfilled status, and approvals that have been dealt with), enter {ignoreStatus: ['closed', 'fulfilled', 'approved', 'denied']}. The items with these statuses do not appear in the My Items list. To make all items appear, enter {ignoreStatus: ['']}.

Top Icon The icon to appear next to the dashboard part name. Select from the list.
Button Text The button text. If this field is disabled, this option is not available for the selected dashboard part.
Link Text The link data. If this field is disabled, this option is not available for the selected dashboard part.
Commandlist Icon

Select an image from the list. The icon you select appears next to each of the items in the list.

6. Click Save.

Adding a List

1.From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2.Click New Dashboard. The system displays the Dashboard Center.
3.From the Dashboard Center accordion columns, select Special parts. The system displays a list of defined special parts.
4.Click the add list icon. The system displays the Dashboard List editor dialog box.
5.Enter information under each tab.

From the "Main" Tab

FieldDescription
Title A unique name for the dashboard part. This appears in the title bar of the part.
Description Optional. A description about how this part is used. These details do not appear on the part and are merely used for reference.
Title iconThe title icon. Choose from the drop-down list.
Part frameThe color of the outline of the dashboard part. Choose from the drop-down list.
Enable Refresh buttonDisplays the Refresh button. Users can click this to refresh the dashboard part.
Header buttonAdds a button to the header. Users click this button to perform an action. If you check this option, the system displays the Command button editor dialog box. See Using the Dashboard Center for information about the fields.

From the "Data" Tab

FieldDescription
Business ObjectThe business object to use for this list. Select from the drop-down list.
Saved SearchThe saved search gathers the information that populates the list. Available saved searches depend upon the business object you select.
ListThe list to use. Select from the drop-down list. The list is based on the chosen business object.
Sort ColumnThe default sort column. Select from the drop-down list.
Sort Direction

The default direction for the sort column. Select either Ascending or Descending.

From the "Toolbar" Tab

You can configure the toolbar from the Toolbar tab.

Toolbar Tab

Click Create New to create a new button. The system displays the Command button editor dialog box.

Command Button Editor Dialog Box

Drag a button from the list to one of the areas.
Double click a button to edit its properties.
Drag a button to the trash can to delete it.

From the "Button" Tab of the Command Button Editor

Set the following:

FieldDescription

Display as

Specifies if the header contains an icon, text, or both.

Icon

If you select either Icon or Icon and Text in Display as. Choose an icon from the drop-down list to display in the toolbar.

Text

If you select either Text or Icon and Textin Display as. Enter the text to appear in the toolbar.

Tooltip

Optional text that displays when the mouse pointer is on the toolbar.

From the "Command" Tab of the Command Button Editor

FieldDescription

Command

The command to execute when the user clicks the toolbar icon.

Ask for confirmation

Asks for confirmation before executing the command.
Select or enter other command-specific parameters, depending on the command you selected.

From the "List Configuration" Tab

List Style

Choose a style option:

Normal: The default list style.
Small transparent: The list appears in a smaller frame and is partially transparent.
Odd background colorA color for the odd-numbered rows. Choose None to use the default list settings.
Even background colorA color for the even-numbered rows. Choose None to use the default list settings.
Row Action

The action to open a record from the list. Can be either single click or double click.

Edit command

Used to edit commands. Displays the Command Editor/Designer dialog box.  

1.In the Command field, select a command from the drop-down list. See Edit Command Actions.
2.Check Ask for confirmation to ask for confirmation.
3.If you check this option, enter the confirmation message in the following field.
4.In the Opened workspace Id field, select the workspace to open.  
5.Click Save.
Column options
Allow reorderAllows you to change the order of the list columns.
Allow sortingAllows you to sort the columns.

The field list at the bottom of the dialog box lists the fields for the chosen business object. For each field in the bottom half of the dialog box, from the drop-down list, select how the field appears in the list:

As link: Users can click the field value to perform an action. See Edit Command Actions for more information.
As text: The system displays the field value as text.
Progress Indicator: The field shows a progress bar, based on the record status. Click Progress Map to assign the indicators to use for each value of the field.

Progress Map

Within the progress map, select an icon from the drop-down list and click the add icon. The system displays a new line. Enter a value in the Field value field and optionally, enter a tooltip in the Tooltip field. Continue to add more icons. After you have added all the icons for the progress map, click Apply.

Type Icon: Click Type Icon Map to select the icon type.

Type Icon Map

Edit Command Actions
Close tab
Current tab - Run report
Home - Run report
Knowledge - Open Knowledge Search
Knowledge - Show Knowledge Base Article
Logout Current User
My Items - Action
My Items - Create New
My Items - New issue
My Items - Open
My Items - Search
My Items - Show all
My Items - Show record
My Items - Show request
Object Workspace - Load record
Object Workspace - Show all records of type
Object Workspace - Show record
Object Workspace - Show record of type
Object Workspace - State
Open custom tab with custom URL
Open link field
Open new window
Open workspace by object ID
Reload tab
Reload the page
Service Catalog - New external request
Service Catalog - New service request
Service Catalog - New service request by offering ID
Service Catalog - Search offering
Service Catalog - Show all service catalog
Service Catalog - Show category
1.Click Preview to view the data.
2.Click Save.

Adding a Command List

1.From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2.Click New Dashboard. The system displays the Dashboard Center.
3.From the Dashboard Center accordion columns, select Special parts. The system displays a list of defined special parts.
4.Click the add command list icon. The system displays the Dashboard command list editor dialog box.

Dashboard Command List Editor Dialog Box

5.Enter information into the fields:

From the "Main" Tab

Same as the Dashboard List editor. See From the "Main" Tab.

From the "Data" Tab

Specify the source of the list items displayed in this dashboard special parts command list.

Data Tab

Select a data source type from the drop-down list. Each data source type requires different parameters:

Preconfigured data source: Uses another dashboard part as the source for list items. Fields are as follows:

FieldDescription

Pre-Configured

The source dashboard part.

Items count

The maximum number of list items to display in the command part.

Sort direction

The sort order for the list in the command part. Select ascending or descending.

Web Service: Configures a web service call to obtain list items. Fields are as follows:

FieldDescription

Service URL

The web service URL (for example, SelfService/services/SelfService.asmx).

Method name

The web service method (for example, GetObjectQuickActionsByType).

Return data as

A format type for returned data.

Call parameters

Call options parameters (field name, field type, and field value) for the web service call.

Saved Search: Uses saved search results as the source for list items. Fields are as follows:

FieldDescription

Business Object

The business object to search.

Saved search

The saved search gathers the infomation that populates the list. Available saved searches depend upon the business object you select.

Select only

The number of matching records to use for the list source.

Sort by

The sort criteria for the list.

Fields to select

Add fields to constrain the matching records to use for the list source. Choose fields from the Select field drop-down menu.

Click the add icon to add another field.

Click the delete icon to delete a selected field.

Validation list: Uses a validation list as the source for list items. Fields are as follows:

FieldDescription

Business Object

The business object that supplies field values.

Validation list

A validation list. Select from the chosen business object.

Select only

The number of matching records to use for the list source.

Constraint values

Values to restrict the data presented.

Additional fields to select

Additional fields that will supply values.

Custom command list: Uses a custom command list.

Click Add to add a custom command to the list. The system displays the Command button editor dialog box. See From the "Toolbar" Tab.

From the "Toolbar" Tab

Same as the Dashboard List editor. See From the "Toolbar" Tab.

From the "List Item" Tab

Formats the content and appearance of list items. The system disables this tab if you select Custom command list from the Data source type field under the Data tab.

List Item Tab

FieldDescription

Show list item as

Select how each list item is formatted:

Link: Each list item is a link formatted as a single line of text.
Icon and Link: Each list item is a link formatted as a single line of text with an icon at the beginning of the line.
Icon and Link and Description: Each list item is a link formatted with a selectable title on one line and a description on a second line.

Odd background color

The background color for odd-numbered list items.

Even background color

The background color for even-numbered list items.

Default icon

The icon to display to the left of every list item.

Icon from item data

Displays this icon to the left of every list item.

 

NOTE: This feature is not yet fully implemented.

Text field

The text to display as a link.

Description field

The text to display as a description.
Ellipsis description after Specifies the maximum number of characters each list item can contain. Values can range from 50 to 3000 characters.
Execute command at Specifies whether the link requires a single- or double-click to execute.
Edit command

Opens the Command Editor/Designer dialog box. See From the "Command" Tab of the Command Button Editor.

6.Click Preview to see part results.
7.Click Save.

Using Tree Parts and the HEAT Tree Designer

About Tree Parts
Creating a Tree Part
Creating a Filter for a Tree Part
Deleting a Filter from a Tree Part
Modifying a Tree Part
Deleting a Tree Part

About Tree Parts

The Tree Parts dashboard part presents data in a hierarchical (tree) structure. A tree consists of nodes. The topmost node is the root. The node under the root is called a parent. The node under the parent is called the child. A parent can have only one child node. The root node does not have a parent.

From a node, you can click to go directly to the record if there is an available workspace for the record. For example, you can click a computer name on the tree and open the configuration item record for that computer.

Creating a Tree Part

1.From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2.Click New Dashboard. The system displays the Dashboard Center.
3.From the Dashboard Center accordion columns, click Tree Parts. The system displays a list of defined tree parts.
4.From the bottom of the list, click the add dashboard item icon. The system displays the Tree Designer dialog box.
5.Enter information into the fields.
FieldDescription
Tree TitleA unique name for the dashboard part. This appears in the title bar of the part.
Show Node Name

Specifies if name of the node appears in the tree.

6.Create a parent node. Highlight Root, then from the Tree Actions drop-down list, select Add Node. The system enables the fields in the Node Properties section.
7.Enter information into the node fields:
FieldDescription
Node NameA descriptive name.
ObjectA business object.
FieldA field from the business object that you selected.
Object IconThe icon that appears next to the node.
8.Enter data into other fields if they appear in the workspace area.
9.Click Update. Your node now appears on the tree under the root node.
10.Create a child node. Right-click the node you just created and select Add Node. The system displays blank node properties fields.
11.Enter information into the node fields.
FieldDescription
Node NameA descriptive name.
ObjectThe corresponding business object from the menu.
FieldA field from the business object that you selected.
Object IconThe icon that appears next to the node.
12.Click Update. The system now displays the node on the tree under the previous node.
13.Continue adding child nodes.
14.From the Tree Actions drop-down list, click Preview tree to view the tree results in the far right area.
15.Click Save.

See Dashboard Examples for more discussion of trees.

Creating a Filter for a Tree Part

You can set up a filter for the parent node or for each child node. You can set up filters either while you are designing the tree or after you are done.

1.From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2.Click New Dashboard. The system displays the Dashboard Center.
3.From the Dashboard Center accordion columns, click Tree Parts. The system displays a list of defined tree parts.
4.Click the edit icon next to the tree part to create a filter for. The system displays the Tree Designer dialog box.
5.Highlight and then right-click a node and select Edit Node from the pop-up menu. The system enables the node fields.
6.Enter criteria in the filter fields. Click the add icon to add filter criteria. You can add as many criteria as you want.
7.Click Update.
8.Click Save.

Deleting a Filter from a Tree Part

1.From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2.Click New Dashboard. The system displays the Dashboard Center.
3.From the Dashboard Center accordion columns, click Tree Parts. The system displays a list of defined tree parts.
4.Click the edit icon next to the tree part to create a filter for. The system displays the Tree Designer dialog box.
5.Highlight and then right-click a node and select Edit Node from the pop-up menu. The system enables the node fields.
6.Click the delete icon next to the filter to delete.
7.Click Update.
8.Click Save.

You might need to add a filter line before you can delete a filter. You cannot have zero filter lines on the workspace, but you can have a filter line with no information.

Modifying a Tree Part

You can change any part of a tree, including the title and any of the nodes.

1.From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2.Click New Dashboard. The system displays the Dashboard Center.
3.From the Dashboard Center accordion columns, click Tree Parts. The system displays a list of defined tree parts.
4.Click the edit icon next to the tree part to modify. The system displays the Ivanti Service Manager Tree Designer.
5.Enter changes into the fields as needed.
6.Click Save.

Deleting a Tree Part

You can remove a tree part from the Tree Parts list.

1.From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2.Click New Dashboard. The system displays the Dashboard Center.
3.From the Dashboard Center accordion columns, click Tree Parts. The system displays a list of defined tree parts.
4.Select a tree part from the list, then from the bottom of the list, click the delete icon. The system displays the Delete dashboard part confirmation window.
5.Click Yes.

Using Pivot Tables and the Pivot Table Wizard

About Pivot Tables
Creating a Pivot Table
Filtering the Data in Pivot Tables

About Pivot Tables

Pivot tables display complex data in tabular form. Most tasks can be shown using a simple pivot table. You can show data from multiple data sets by using a hybrid pivot table. You can also filter data when designing a pivot table to limit the results that users can see.

Creating a Pivot Table

1.From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2.Click New Dashboard. The system displays the Dashboard Center.
3.From the Dashboard Center accordion columns, click Pivot Tables. The system displays a list of defined pivot tables.
4.From the bottom of the list, click the add dashboard item icon . The system displays the Pivot Table Wizard dialog box.
5.Enter information into the fields.
FieldDescription
Title

A unique name for the pivot table. This appears in the title bar of the part.

ObjectThe business object to view data for.
TemplatesTemplates for creating the pivot table. The first three buttons are for creating simple pivot tables. The button on the right is for a hybrid pivot table. The template buttons provide the following options:
Single-column table
Two-column table
Three-column table
Enables you to add up to two more columns.
Aggregate by Data aggregation method. Choose from the drop-down list: Count, Sum, Average, Minimum, Maximum, or Percentage.
Measure

Business object being aggregated. Choose from the drop-down list. Available choices depend on the type of aggregation.

Left Axis 1Business object selected as the heading of the left column of a two- or three-column table.
Left Axis 2Business object selected as the heading of the middle column of a three-column table.

Top Axis 1

Business object selected as the heading of the table of a single-column table; or the heading of the right column multi-column table.
6.If you selected a hybrid table for the template, click the add new column icon to add data sets. You can have a maximum of three data sets. Enter information into the Field Title, Top Axis, Aggregate by, and Measure fields for each column.
7.Click Refresh to preview the results.
8.Click Save.

Filtering the Data in Pivot Tables

You can set filters to allow users to view only a subset of the data. For example, if you are creating a pivot table showing incident priority by owners and you only want to show those incidents worked on by specific owners, you can set up a filter such as Incident# Owner in list select_owner_names.

However, when you apply the filter, you do not see the incidents by owner name. Only those incidents that are worked on by the selected owners appear.

1.From the Configuration Console, click Build > Charts and Graphs > Dashboards to open the Dashboards workspace. The system displays a list of dashboards.
2.Click New Dashboard. The system displays the Dashboard Center.
3.From the Dashboard Center accordion columns, click Pivot Tables. The system displays a list of defined pivot tables.
4.From the bottom of the list, click the add dashboard item icon . The system displays the Pivot Table Wizard dialog box.
5.Click the Filters tab.
6.Within each field, choose the criteria for the data. The fields are different depending on which business object the pivot table is based on.
7.To add a filter, do the following:
a.Click the add icon.
b.Specify the operator (either AND or OR).
c.Enter data into the fields.
8.Click Refresh to preview the results.
9.Click Save.

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