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