New Service Desk Dashboard

Introduction

We have introduced a new Service Desk Dashboard experience for ticketing. 

Prerequisites

  • Users must minimally have access to view tickets

Features

  • Navigating to Service Desk will automatically load the New Dashboard
  • A toggle is available to switch between the different UI for New Dashboard and legacy. 
  • The dashboard currently displays data in  widgets
    • Same Day Closes
    • Tickets By Assignee
    • Time Logged
    • Tickets Due
  • All of the widgets have hyperlinks for the 
  • Widgets can be refreshed by clicking on the three dots, "..." button. mceclip1.png
  • Tickets By Assignee and Time Logged widgets can be edited to choose different Assignees.
  • Only 5 assignees can be selected at a time.

 

Widgets

Same Day Closes 

The Same Day Closes section displays a progress bar for Tickets that are created today and closed on the same day.

  • Created 
    • This section displays the current count of the created tickets for the currently logged-in user.
    • The count is a clickable link that redirects you to the ticket listing containing the Created Today filter.
  • Closed 
    • This section displays the count of the completed tickets for the currently logged-in user.
    • The count will redirect you to the tickets listing containing only the Overdue Tickets that have a due date less than the current date and are not closed yet
  • Overdue
    • This section displays the count of the tickets which have a due date less than the current date and is not closed yet for the currently logged-in user.
    • The count will redirect you to the tickets listing containing only the Overdue Tickets that have a due date less than the current date and are not closed yet.mceclip2.png

Tickets by Assignee

This widget is a bar graph table that displays the tickets for the selected Assignees for the current day. This shows the number of tickets created by assignees related to their ticket priority.

  • This widget is editable. 
  • The edit option allows you to select different Assignees, drag and drop to change the order of the names seen in the graph. 
  • You can select up to 5 Assignees to display data in the graph.
  • When editing the Tickets by Assignee widget, the top 10 performing employees with tickets assigned for today will be displayed.
  • A hover-over tooltip displays the count, the priority, and the assignee name. mceclip4.png

Time Logged

This widget is a bar graph table that displays the time logged by assignees related to their task type, for the date range selected in the Date dropdown.

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  • A hover-over tooltip displays the number of hours logged and the employee's name.

Tickets Due

This widget is a bar graph table that displays all the overdue tickets where the due date is less than the current date. 

  • The Tickets listing section should contain the following sortable columns:
    • Ticket Number
    • Assignee
    • Due
    • DatePriority
  • A bubble next to the Overdue label contains the count of the tickets that have an overdue date.
  • A bubble next to the Upcoming label contains the count of the tickets that have due date starting from the current date midnight till the next 7 days.mceclip1.png

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