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Focused Insights OCC Dashboard: Create a Ticket Status Overview with the ITSM DP

Introduction

The Operations Control Center (OCC) Dashboard of Focused Insights has plenty of options that can be combined for a huge variety of use cases. I like playing around with them to fill our customers with enthusiasm by offering fancy dashboards.

This article illustrates how you can easily create a nice chart that gives a comprehensive look at ITSM Tickets (Incidents, Service Requests, Change Requests etc.) with their current status. You are just a few clicks away!

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Have a clear view on your incidents by status and creation date

 

Step 1: Create a query about all tickets

Take an empty gadget, add a query and give it a name.

Select the IT Service Management Data Provider ( /STDF/DP_ITSM ) and choose the KPI Number of Tickets For ITSM Transactions.

 

Set the following filters according to your customizing:

  • Transaction Type (e.g. Incident)
  • Support Team
  • All user statuses for this transaction type

 

Step 2: Set up your gadget

Select the COLUMN_CHART renderer. Choose a time period and resolution (e.g. the current year from the beginning of January with a resolution per week).

Don´t forget about the axis labelling 😉

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Step 3: Split the tickets by their status

Copy the query.

Find the copy in the gallery and paste it to the queries list with a simple click.

Rename the copied query and deselect all status values but one.

Repeat this procedure for each status.

 

Step 4: Check your queries

Have a look at the chart. The sum of all queries with a single status should be the same as the number of the query with all statuses (e.g. in week 11 of the current year three incidents were created. Two of them have been confirmed while one is still in process).

The tabular view might be a bit more comfortable for this quick check.

 

Step 5: Stack up the queries!

Change the chart renderer to STACK_COLUMN_CHART and hide the query with all tickets by toggling its visibility.

 

That´s all!

 

Data verification

Create a search in the CRM WebUI Client with the same filters as used in Focused Insights. Pay attention to the creation date (as in the gadget settings). Set all other filters (Support Team, Transaction Type and User Status) as in one of your queries. Compare the results with the chart.

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Verification: Number of all tickets and their creation date

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Verification: Number of tickets which have currently been sent to SAP and their creation date

 

Conclusion

The ITSM Data Provider has a lot of options. With a clever combination of the KPI “Number of Tickets For ITSM Transactions” and queries for each status which are finally rendered as stacked columns you get amazing charts that your customers will certainly like.

Feel free to comment on this blog post and let me participate in your ideas!

All screenshots were taken by me in SAP Solution Manager 7.2 SPS08 with ST-OST 200 SP03 Wave 7.4

3 Comments
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  • Hi Marco,

    It is great to know ITSM reporting is a part of Focused Insight dashboard.
    It features look more or less similar to the standard CRM_UI graphical or the standard ITSM reporting dashboard.

    • Do we have any feature in this FI dashboard to filter tickets based on the SLA and computations. (IRT Due by, MPT due by etc)
    • Anything which is not there in the standard CRM UI reporting dashboard.

    Regards,

    Ajay Shetti