Skip to main content

Dashboard

What is a dashboard in ITSM?

A: A dashboard in ITSM (IT Service Management) is a centralized interface that provides real-time insights and visualizations of key metrics, such as incident statuses, service request volumes, and Service Level Agreement (SLA) compliance.

What are the key benefits of using dashboards?

A: The key benefits include:

  • Real-time Monitoring: Access live data for immediate insights.
  • Improved Decision-making: Visual summaries help identify trends and areas needing attention.
  • Increased efficiency: Quick access to critical metrics reduces the time spent searching for information.
  • Customization: Tailor dashboards to focus on the metrics that matter most to your role.
How do I customize a dashboard?

A: You can customize a dashboard by adding or removing widgets, Key Performance Indicators (KPIs), shortcuts, and by setting filters and conditions. Users can typically select specific metrics, charts, and data sources to personalize the dashboard according to their needs.

Can dashboards be shared?

A Yes, dashboards can be shared via email or downloaded and exported as files. You can also schedule dashboards to be sent automatically to specific users or groups.

What should I do if my dashboard isn't updating?

A If your dashboard isn’t updating:

  • Check the configurations.
  • Ensure the dashboard refresh interval is correctly configured.
  • Verify user permissions and access rights.
Can I export data from a dashboard?

A: Yes, you can export dashboard data in PDF format.

Can I highlight KPIs based on threshold value?

A: Yes, you can highlight KPIs and assign labels based on predefined threshold values. For example, if the "My Open Tickets" Key Performance Indicator (KPI) exceeds 20, you can configure it to display in red to draw immediate attention.

Can I schedule automated dashboard generation?

A: Yes, you can schedule dashboards to automatically generate and export data in PDF format using the Manage Dashboard option from the Dashboards page. You can configure the frequency (once, daily, weekly, monthly) and specify the recipients to ensure that updates are delivered on time.

How can I filter and refresh data on the dashboard?

A: You can filter and refresh dashboard data using the following options:

Time filter

View data for specific periods by selecting from predefined time filters:

  • Today
  • Last 7 Days
  • Last 15 Days
  • Last 30 Days
  • This Week
  • This Month
  • Custom

When data for a specific time-frame is required, the custom option can be used to specify a start and end date.

Auto-refresh interval

Set an automatic refresh interval to keep your dashboard data up-to-date. The available options are:

  • 5 minutes
  • 10 minutes
  • 15 minutes
  • 20 minutes
  • 30 minutes These features help you stay updated with real-time information and relevant data.
Can I send an attachment link in the dashboard notification?

A: Yes.

Can I create password-protected dashboard files?

A: Yes.

Can I create a copy of dashboard with the same configurations?

A: Yes. Using the Duplicate icon on the Manage Dashboards list page, you can create a copy or clone of the dashboard.

What are the types of visualizations supported in widget?

A: The widget data can be visualized with the help of Charts. The supported chart types include: Bar, Line, Column, and Pie Chart.

What are the types of Widgets that can be added to a dashboard?

A: The common widgets include:

  • Widgets: Visualize trends and distributions.
  • KPIs: Display real-time counts (e.g., open tickets).
  • Shortcuts: Display detailed data, such as My Open Requests and My Open Tasks.