Predefined Widgets

Currently, Motadata gives few Predefined Widgets out of the box. Each of them have different set of parameters. These Widgets support the following operations:

• Predefined Widgets can be added to all kinds of Dashboards by their respective owners.
• The super user is the default owner of all Predefined Widgets.
• Only the super user can modify (even add Widgets) a Predefined Dashlet but cannot delete it.
• The options to ignore time and location filters are disabled for Predefined Widgets.

Predefined Widgets are spread across all Dashlet types (KPI, Widget, and Shortcut), they are as follows:

3. Shortcuts:

• My Pending Approvals
• My Open Requests
• My OpenTasks

Out of the Box Dashboards

Motadata ServiceOps provides four predefined Dashboards out of the box. Each of them have a theme that showcases specific Dashlets. These Dashboards support the following operations:

• Predefined Dashboards are shared with all users
• The super user is the owner of all Predefined Dashboards.
• Only the super user can modify (even add Dashlets) a Predefined Dashboard but cannot delete it.
• The Helpdesk Dashboard (one of the Predefined Dashboards) is the Default Dashboard for every user.

The Predefined Dashboards

1. Helpdesk Dashboard: This Dashboard shows key metrics from the Request Management module. The idea behind the Dashboard is to give a snapshot of the efficiency with which Technicians are solving Request tickets. Here, you get the following Dashlets and filters:
   1. Data range (filter).
   2. Count of Open and Closed filter (KPI).
   3. Count of overdue and unassigned tickets (KPI).
   4. Graphical representation (widget) of ticket count by categories (for the given time range).
   5. Graphical representation (widget) of ticket count by Priority (for the given time range).
   6. Graphical representation (widget) of ticket count by Technician’s Request count by priority (for the given time range).
   7. Graphical representation (widget) of ticket count by Technician’s SLA violation by day (for the given time range).

2. Asset Dashboard: This Dashboard shows key metrics from the Asset Management module. The idea behind the Dashboard is to give a summary of the total assets. Here, you get the following Dashlets and filters:
   1. Data range (filter).
   2. Count of Hardware, computers, managed software, prohibited, and Non IT assets filter (KPI).
   3. Graphical representation (widget) of Hardware Asset count by Location (for the given time range).
   4. Graphical representation (widget) of Hardware Asset count by Status (for the given time range).
   5. Graphical representation (widget) of Software by Software Category (for the given time range).
   6. Graphical representation (widget) of Hardware Asset count by Vendor (for the given time range).
   7. Graphical representation (widget) of Software by Software Type (for the given time range).

3. Patch Dashboard: This Dashboard shows key metrics from the Patch Management module. The idea behind the Dashboard is to give a summary of the total assets. Here, you get the following Dashlets and filters:
   1. Data range (filter).
   2. Count of Missing Patches, Security Patches, Antivirus Patches, and Patches awaiting Approval filter (KPI).
   3. Count of Vulnerable and Health Systems filter (KPI).
   4. Graphical representation (widget) of System Health Dashboard (for the given time range).
   5. Graphical representation (widget) of Severity Wise Missing Patches (for the given time range).
   6. Graphical representation (widget) of Severity Wise Missing Patches Awaiting Approval (for the given time range).
   7. Graphical representation (widget) of OS By Computers (for the given time range).
   8. Graphical representation (widget) of Category Wise Missing Patches (for the given time range).

What can be done to a Predefined Dashboard?

Users can perform the following operations on a Predefined Dashboard:

• Any user can make a duplicate of a Predefined Dashboard.
• The super admin (only) can update the Name, Location filter and date range filter of a Predefined Dashboard.
• The super admin (only) can view definition of, update and delete a Dashlet from a Predefined Dashboard.
• The super admin (only) can create new Dashlets (KPIs and Widgets) and add them to a Predefined Dashboard.
• The super admin (only) can resize a Widget block on a Predefined Dashboard.

Default Dashboard

Whenever you log into the Technician Portal the Default Dashboard greets you. In the system, there are multiple Dashboards supported: Predefined Dashboard and Custom Dashboards; and any one of them can be made the Default Dashboard.

Predefined Dashboards are available to all users. Custom Dashboards are profile specific, meaning you can see your own (created) Dashboard plus the Dashboards that others have shared with you.

Accessing the Dashboard Page

Here, you can view all your Dashboards.

• Log in to the Technician Portal. The default Dashboard will greet you.

Here, you can do the following:

1. Predefined Dashboards: You can select the dashboard that you want to view. The options are: Helpdesk Dashboard, Asset Dashboard, and Patch Dashboard.
2. Filters: You can select the date range based on which you want to view the data.
3. Customize: You can customize the current selected dashboard.
4. Manage Dashboard: You can manage the dashboard by enabling or disabling any of them.
5. Export: You can export the dashboard details in PNG format. It captures the details that are visible on the screen.

Filters

You can filter the data based on the following criteria:

• Time Filter: You can select a specific time interval based on which details can be viewed. The options are: Today, Last 7 Days, Last 15 Days, Last 30 Days, This Week, and This Month.
  You can also create a custom filter using which you can select a date range (Start and End Date) based on which details can be fetched.
• Auto Refresh Interval: You can set the interval within which the details will get refreshed and viewed automatically. The options are: 5, 10, 15, 20, 30 minutes.

Once the filter is selected, click Apply and the data will be fetched accordingly.

Customize

To customize a particular dashboard, select it, click the Customize button on the top-right corner, and the below page appears.

Here, you can make the required changes like edit dashboard name, add widget, delete widget, add KPI, etc. Once done, click Update and a new dashboard based on the existing one gets created.

Manage Dashboard

To manage the dashboards, click the Manage Dashboard button on the top-right corner, and the below page appears.

Here, you can do the following:

1. Search: You can search for the required dashboard based on keywords.
2. Enable/Disable: You can enable or disable a dashboard.
3. Re-Order: You can change the order of the dashboards appearing in the list using drag and drop.
4. Duplicate: You can create a duplicate copy of the dashboard if required.
5. Edit: You can edit the settings of the dashboard. You can also change the order of the widgets using drag and drop. You can edit only the custom dashboards and not the default.
6. Delete: You can delete the dashboard if required. A confirmation message appears. Click Yes to continue or Cancel to stop the process. You can delete only the custom dashboards and not the default.

Introduction

Modern businesses are driven by data. Proper data lays the foundation for effective monitoring and improvement of service delivery. A Dashboard provides a glance-view of key KPIs and relevant data. It can also contain important links (as shortcuts). The data shown on a Dashboard can be filtered to reflect a particular business process.

Motadata gives a robust Dashboard that is customizable and can show data in n number of ways. Some of the advantages of using the Motadata Dashboard are as follows:

• A Dashboard is an empty canvas where a user can add custom data blocks to present the most valuable and useful set of information.
• It allows a user to see at a glance an overall situation report of the desired information.
• It enables a user to drill down into the details by simply selecting the desired variable and object.
• An easy graphical interface allows a user to play with data and do easy cross-sectional analysis.
• It can be a one page snapshot of key matrices of a business. A user of the Motadata Dashboard can quickly judge how well the Helpdesk is functioning.

Components of a Dashboard

A user can create multiple Dashboards and each can show different data blocks. It can be shared with multiple users; even individual data blocks can be shared with multiple users.

There are two main components of a Dashboard:

Filters: A Dashboard has two filters based on which the data is shown; they are: Date and Time range and Location filter. If both the filters are set, then a data point has to satisfy both the set filter conditions.

The location filter shows exclusively the data points having the set location. For example, if location is set to Ahmedabad then all the KPIs and Widgets will show data of that particular location. Filters are not applicable on Shortcuts.

Dashlet: A Dashlet is a single data block in a Dashboard. Currently, we support three kinds of Dashlets:

1. KPI: A KPI (Key Performance Indicator) is a measurable value which helps in deducing the efficiency of a system. For example: the number of resolved Request tickets over the last 30 days is one of the many indicators of efficiency of the Helpdesk.
2. Widgets: A Widget is a graphical representation of the data filtered by time and other parameters.
3. Shortcuts: It is a list of Frequent Access Items like My Open Requests, My Pending Approval, My Open Tasks, etc.

The list of supported Modules

The Dashboards can be created for the following modules:

• Incident or Service Request
• Problem
• Change
• Release
• Asset Management (Hardware, Software, and Non IT)
• Patch
• Software License
• Project

Who Can Work with the Dashboards?

A Technician with the following Technicians (Admin >Technician) can work with the Motadata Dashboard:

• Manage Dashboard: You can only create Dashboards and add a Predefined Dashlet, but you cannot create a new Dashlet.
• Manage KPI and Widget: You can create Dashboards and add a Predefined Dashlet. Also, the creation of a new Dashlet is possible.

Change Details Page

To view the Change Details page, click on the subject of the change or View Details page icon as shown below:

The Change Details page appears.

Subject and Description

You can see the complete subject and the description on the top of the details page.

Classifiers of Change

These properties tell you the current statistics of the change and help you to classify them under different labels. When someone works on a change, they update the labels accordingly. For e.g. if the status is closed, it means you do not need to do anything on the change.

Associated Actions for Change

You can create or update different actions and activities as a part of communication, collaboration, and resolution in the change. The available types of actions are:

Other Information

The other information displays additional details about the change. You can change them if required.

Change Actions

On the top-right corner of the page, you will see a set of actions.

Change List View

The Change List View page displays all the available changes in the system. It is the central hub for a technician, where you can find a change, and act upon it.

1. Filter: You can filter the changes by clicking the desired option. E.g.: If All Open Changes is selected, the grid displays all the changes with open status.
2. Search: You can look for specific change by searching them. The search is a faceted search and allows you to search with specific criteria. The filter option uses a predefined criteria and segregates the list accordingly. You can find more details in the search section.
3. Bulk Operations: You can select multiple changes and take the required action as shown below.

4. Grid: Displays all the changes in the grid.
5. Change Assignee: You can change the assignee from the Assigned To column by clicking on the assignee’s name and selecting the desired technician.
6. Change Priority: You can change the priority of the change by clicking on it and selecting the required option. The options are: Low, Medium, High, and Urgent. The default value is Low.
7. Change Type: You can change the type by clicking on it and selecting the required option. The options are: Minor, Standard, Significant, Major, and Emergency.
8. Change Risk: You can change the risk of the change by clicking on it and selecting the required option. The options are: Low, Medium, and High. The default value is Low.
9. Export: You can export the change list in CSV and Excel format. To do so,
   • Click the Export button and a popup appears.
   • Select the Format as CSV or Excel.
   • Select the desired fields to be included in the file.
   • Click Export and a link to download the file is sent via an email.

10. Refresh: You can refresh the change list. This is useful when multiple people are working on the change and contents are updated frequently.
11. Column Selection: You can select the columns to be displayed in the grid table as shown below.

12. Calendar/List View: You can toggle between the calendar view and list view. The default view is list view. In Calendar View, an option to select month is available. By default, the current month will be shown. In calendar view all changes will be shown that either starts or ends in selected month. Only one-month view at a time is available. The change can be directly viewed by hovering the mouse on the Change Date as shown in the below-left figure. You can also alter it to the List view later if wish to.

Change Management

Once the root cause of the problem is found, and a change is required as a solution, the change management module comes into picture.

What is Change Management?

Change management is an approach with standard methods to process the changes in the IT infrastructure. It includes planning and a workflow to minimize the negative impact during and after the change is processed. The change management ensures efficient and prompt response to requests or problems. It maintains an equilibrium between the expected outcome and possible failures.

What is a Change Request?

The change, as the name indicates is the new difference required to be processed from the agreed existing requirements. For example: An employee can request a change of Laptop. A change request has a life cycle and uses planning and workflow to process a change request.

Change Management in ServiceOps

Whenever a change request is created with respect to an incident or problem, its resolution is planned, approved from the approvers, implemented, reviewed, and lastly closed.

The ServiceOps Change Management involves the following activities:

• Creating Change Requests in the Portal.
• Classifying the change based on priority, impact, and urgency.
• Planning the impact, rollout, and backout of the change request.
• Escalating if necessary for further investigation.
• Implementing the change.
• Reviewing it.
• Closing the change request once it is fulfilled.

In this section you can do the following:

• Create New changes: You can create a change within the system.
• View changes: View all the changes of your organization. This depends on your role. For example: If you are an HR, you will see the changes created for HR department.
• Update changes: Modify the basic details of the change request.
• Manage changes: Based on the role you can: manage workflow, claim changes, assign change to others, archive changes, approve/reject changes, create and manage tasks, add relations, etc.
• Control Settings as an Admin: You can control the behavior of how the changes are managed and who can do what.

Creating a Change

To create a change,

1. Click the Create New + button and select the Create Change option. The following page appears.

2. Enter the following details:
   

   Parameter	Description
   Fill From Template	Select a template for the change. Once selected, it will automatically fill the entire form. You can check if the pre-filled details match your needs, else you can create the change manually. Once selected, you can also reset it to default using the Reset to Default link. For more details on template creation, refer to the link Change Templates.
   Requester	Select the name of the person who is requesting to open the change. By default, system takes your name as the requester. You can also create a change on behalf of another requester. For example: If you are signed-in with name Jerry, you can create a change from another name i.e. Mary. Once a change is created, you can view its creator from the Audit Trail tab of the Change Details page.
   Subject	Type the subject of the change. A subject should be short self-descriptive text to understand the change.
   Description	Type the detailed description about the change. The description should contain sufficient details about the nature of the change and what do you expect from a technician.
   Start Date	Select the start date and time when the change was initiated.
   End Date	Select the end date to resolve/close the change.
   Priority	Select the priority of the change. The default value is Low. The options are: Low, Medium, High, and Urgent.
   Urgency	Select the urgency of the problem. The default value is Low. The options are: Low, Medium, High, and Urgent.
   Impact	Select the impact of the problem. The default value is low. The options are: On Users, On Department, and On Business.
   Category	Select the category of the problem. It is optional.
   Change Risk	Select the risk associated with the change. The default value is Low. The options are: Low, Medium, High, and Critical.
   Change Type	Select the type of the change. The default value is Minor. The options are: Minor, Standard, Significant, Major, and Emergency.
   Change Reason	Select the reason for the change. It is optional.
   Target Environment	Select the environment that will be affected by the change.
   Technician Group	Select the technician group to whom the change is to be assigned.
   Assignee	Select the assignee to whom the change should be assigned. It is optional.
   Department	Select the department to whom the change is to be assigned.
   Company	Select the company to associate with the change. This field is available only if the Managed Services Provider feature is enabled.
   Location	Select the location.
   Tags	Add the tags if required. These are useful in identifying the similar changes. It is optional.
   Attachment	Attach the relevant files that will help the technician in resolving the change ticket.
   Link Assets	Click to link the associated assets if any with the newly created change. If clicked, a popup appears displaying the list of assets. Select the asset type, the relevant required assets, and click the Link button as shown below.

3. Once done, click Create. The change gets created and appears on the Change list page. Also, an email is sent to you acknowledging the change. A change starts with a prefix ‘CHG’. For e.g. CHG – 1.

Change Schedule Conflict

When you create any new change and select the Start Date and End Date, a tab Change Schedule Conflict appears. It displays all the open changes which falls in the current change schedule based on which you can change the date if required. To view all the changes click the option Full Screen View. Also, you can view all the changes directly in the Calendar View as well as in List View. By default, the changes appear in List View.

Problem Management

What is a Problem?

Problems are the underlying cause of the incidents according to IT Infrastructure Library. When we work on an incident, it is also important to resolve the problem, preventing the future incidents and minimizing the damage.

Problems are widely classified into two categories:

• Reactive Problems are the problems at hand. These are known problems in the system that have relationships with one or more incidents.
• Proactive Problems are anticipated problems that might occur at a future date. They are the potential causes of incidents.

What is Problem Management?

As a technician, you can work on the problems anywhere anytime using a browser and Internet connection. In this system, problem management module offers you the following features:

• Create New problems: You can create problems within the system.
• View problems: View all the problems of your organization. This depends on your role. For e.g. if you are an HR, you can see the problems created for HR department.
• Update problems: Modify the basic details of the problem.
• Manage problems: Based on the role you can: claim problems, assign problems to others, archive problems, approve/reject problems, create and manage tasks, add relations, etc.
• Control Settings as an Admin: You can control the behavior of how the problems are managed and who can do what.

Start Your Journey With

• Problem List View Page: This displays a list of problems along with their details. You can also search, export, refresh, and select the columns to be displayed in the grid table.
• Create A New Problem: This explains how you can create a problem.
• Problem Details Page Options: This displays the details of the problem. Also, it explains what you can do with a problem.
• Admin Settings: This explains all the things you can control as an admin.