Service Manager

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Dashboard Examples

The following examples show how to use dashboards in various scenarios.

•Creating a Chart Showing Active Incidents by Owner

•Creating a Tree Showing Software Manufacturers

•Creating a Tree Showing Software by Vendor

•Creating a Simple Pivot Table Showing Total Count by Status of Priority 1 through 5 Incidents by Categories and Services

•Creating a Simple Pivot Table Showing Total Count by Owner of Priority 1 through 5 Incidents by Categories and Locations

•Creating a Hybrid Table Using Three Data Points and Aggregates

•Adding a List Using a Pre-configured Special Part

Creating a Chart Showing Active Incidents by Owner

This example shows how to create a chart that shows the active incidents for a team by owner and drills down to the active incidents by priority.

1.From the Service Manager Chart Wizard (see Adding a Chart Part) under the Standard tab, enter the following information:

Field	Description
Chart Title	My Team's Active incidents by Priority.
Type	Select Vertical Bar.
Object	Select incident.
Header Footer	Optional. Enter information and select the Show Legend option.
Aggregate by	Select Count.
Group By	Select Owner.
Order By	Select Aggregation Field, then select Ascending.
Results	Select All.

2.Under the Drill Downs tab, enter the following information:

Field	Description
Type	Select Vertical Bar or Pie Chart.
Header	Enter By Priority.
Aggregate by	Select Count.
Group By	Select Priority.
Order By	Select Aggregation Field, then select Ascending.
Results	Select All.

3.Click Add to add another drill down.

Field	Description
Type	Select Table.

4.Under the Advanced tab, select a saved search. For example, select My Team's Active Incidents.

You must create the saved search before you use it here.

5.Click Refresh to preview the results.

6.Click Save.

Creating a Tree Showing Software Manufacturers

Using the Service Manager Tree Designer (see Using Tree Parts and the Tree Designer), create a tree that shows all the software manufacturers and drills down to software by manufacturer, software versions, and the machines on which the software is installed.

1.From the Service Manager Tree Designer, enter the following data into the fields:

Field	Description
Tree Title	Enter Software Manufacturer.
Show Node Name	Keep selected.

2.Right click Root, then from the drop-down list, select Add Node. The fields become active.

3.Design the first node:

Field	Description
Node Name	Enter Manufacturers.
Object	Select Manufacturer.
Field	Select Manufacturer.
Object Icon	Select an icon from the drop-down list.

4.Click Update.

5.Right-click the manufacturer node that you just created and select Add Node. Enter the following data:

Field	Description
Node Name	Enter Software.
Relationship	Select SoftwareIdentityAssocManufacturer.
Object	Automatically filled in with the value SoftwareIdentity.
Field	Select SoftwareName.
Object Icon	Select an icon from the drop-down list.

6.Click Update.

7.Right-click the software node you just created and select Add Node. Enter the following data.

Field	Description
Node Name	Enter Versions.
Relationship	Select FRS_CIComponentInstalledApplicationAssocSoftwareIdentity.
Object	Automatically filled in with the value Installed Software.
Field	Select VersionNumber.
Object Icon	Select an icon from the drop-down list.

8.Click Update.

9.Right-click the versions node you just created and select Add Node. Enter the following data:

Field	Description
Node Name	Enter Installed On.
Relationship	Select CIAssociatedFRS_CIComponent.
Object	Automatically filled in with the value CI.
Field	Select Name.
Object Icon	Select an icon from the drop-down list.

10.Click Update.

11.From the Tree Actions drop-down list, select Preview Tree to view the tree results in the right preview pane.

12.Click Save.

Creating a Tree Showing Software by Vendor

This example takes the previous tree (Creating a Tree Showing Software Manufacturers) and applies a filter to show software from a specific vendor.

Use the tree created in the previous example.

1.From the Service Manager Tree Designer (see Using Tree Parts and the Tree Designer), right-click Manufacturers and select Edit Node. The node fields become active.

2.In the Filter Criteria section:

•In the first field, select Manufacturer.

•In the second field, select CreatedBy.

•In the operator field, select Contains.

•In the last field, enter Microsoft.

3.Click Update.

4.Click the Tree Actions drop-down list and select Preview Tree.

The tree now shows only software from Microsoft, the software versions, and the machines on which they are installed.

Creating a Simple Pivot Table Showing Total Count by Status of Priority 1 through 5 Incidents by Categories and Services

1.From the Service Manager Pivot Table Wizard (see Using Pivot Tables and the Pivot Table Wizard), enter the following data into the fields:

Field	Definition
Title	Enter Total Count by Status.
Object	Select incident.
Template	Select 2 Row 1 Column (the third button from the right).
Aggregate by	Select Count.
Measure	Select Priority.
Left Axis 1	Select Category.
Left Axis 2	Select Service.
Top Axis 1	Select Status.

2.Click Refresh to view the table.

3.Click Save.

Creating a Simple Pivot Table Showing Total Count by Owner of Priority 1 through 5 Incidents by Categories and Locations

1.From the Service Manager Pivot Table Wizard (see Using Pivot Tables and the Pivot Table Wizard), enter the following data into the fields:

Field	Description
Title	Enter Total Count by Owner.
Object	Select incident.
Template	Select 2 Row 1 Column (the third button from the right).
Aggregate by	Select Count.
Measure	Select Priority.
Left Axis 1	Select Service.
Left Axis 2	Select Location.
Top Axis 1	Select Owner.

2.Click Refresh to view the table.

3.Click Save.

Creating a Hybrid Table Using Three Data Points and Aggregates

1.From the Service Manager Pivot Table Wizard (see Using Pivot Tables and the Pivot Table Wizard), enter the following data into the fields:

Field	Description
Title	Enter incident Total Times.
Object	Select incident.
Template	Select the hybrid template (the button on the right).
Aggregate by	Select Average.
Measure	Select Total Time Spent.
Left Axis 1	Select Service.
Left Axis 2	Select Category.
Top Axis 1	Select Impact.
Field Title	Enter Incident time by Impact.

2.Click the blue plus button. A new data set section appears.

3.Enter the following data into this new section:

Field	Description
Aggregate by	Select Sum.
Measure	Select Total Time Spent.
Top Axis	Select Priority.
Field Title	Enter Incident time by Priority.

4.Click the blue plus button to add another data set.

5.Enter the following data into this new section:

Field	Description
Aggregate by	Select Maximum.
Measure	Select Total Time Spent.
Top Axis	Select Owner.
Field Title	Enter Incident time by Owner.

6.Click Refresh to view the table.

7.Click Save.

Adding a List Using a Pre-configured Special Part

1.Under Dashboard Objects, open the Special parts menu.

2.Drag the Top 5 Questions item to your desktop.

3.Click the edit icon to access the Dashboard Command List Editor.

4.On the Main tab, enter the information as requested.

a.

For Title, enter Top 10 Questions.

b.

For Description, enter a description of this list.

c.

For Title icon, keep the default icon_questions.png.

d.

For Part frame, choose a color from the drop-down list.

e.

Check the Enable Refresh button box.

f.

Leave the Header button box unchecked.

5.Click Save and then click the Data tab.

6.Enter the information as requested.

a.

For Data Source Type, choose Preconfigured data source from the drop-down list.

b.

For Pre-Configured, choose Top Questions from the drop-down list.

c.

For Items count, enter 10.

d.

For Sort direction, choose Ascending from the drop-down list.

7.Click Save and then click the Toolbar tab.

8.Enter the information as requested.

a.

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

b.

On the Button tab, choose Icon and Text from the Display as drop-down menu. Choose icon_refresh.png from the Icon menu. Enter Refresh in the Text field. Enter Refresh the list in the Tooltip field. Then click Save.

c.

On the Command tab, choose Reload the page from the Command drop-down menu. Then click Save.

d.

Back on the Toolbar tab, drag the new icon to one of the corners.

9.Click Save and then click the List Item tab.

10.Enter the information as requested.

a.

For Show list item as, choose Icon and Link from the drop-down menu.

b.

For Odd background color, choose Light green from the drop-down menu.

c.

For Even background color, choose White from the drop-down menu.

d.

For Default Icon, choose icon_resolve.png from the drop-down menu.

e.

For Icon from item data, choose RecId (record ID number) from the drop-down menu.

f.

For Text field, choose text from the drop-down menu.

g.

For Description field, choose description from the drop-down menu.

h.

For Ellipsis description after, enter 25 to display the first 25 characters of the description, followed by ...

i.

For Execute command at, choose Single click from the drop-down menu.

j.

Optional. Click the Edit command button to make any changes to the command.

k.

Optional. Click the X button to delete to the existing command.

11.Click Save.

12.Click Save to save the dashboard.

13.Refresh your browser to view the new part in your desktop.