This documentation supports the 9.0 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Creating a variable

Creating a variable is accomplished through the following process:

To create a variable

  1. Open BMC Remedy Developer Studio.
  2. In BMC Remedy AR System Navigator, expand serverName > All Objects.
  3. Right-click Flashboard Variables, and select New Flashboard Variable.
    To add a variable to an application, expand serverName > Applications. Then, right-click on the application, and select New Object > New Flashboard Variable.
  4. In the New Flashboard Variable wizard, select the form from which you want to gather statistics, and click Finish.
  5. Use the following table to enter values in each field.

    Fields used to create a flashboard variable
    Field or Area Description
    Variable panel
    Drill Down

    Controls what happens when users click an item on a flashboard. The options are:

    • To View — Enter the form view that users see. For example, you might create a different view for managers that displays only information that will affect them directly.
    • Send Event — Enter the value that is entered if the $EVENTTYPE$ keyword is used in an active link that is triggered.

    This option is available for real-time data only (not historical or summarized data). For more information about sending events, see Ability to highlight required fields through workflow.

    (Optional) Qualification

    Search criteria (including field references, values, and arithmetical and relational operators) used to find a set of data that matches the conditions specified. For example, if Jane Manager wants to create a variable that displays the total number of requests for each day, but she does not want to include Low priority requests, she might enter the following qualification:

    'Priority' != "Low"

    To search for values that are null, use the $NULL$ keyword in the qualification.

    Operation panel
    • Count
    • Sum
    • Average
    • Minimum
    • Maximum

    Statistical operation that the server performs on the data that the query returns. Examples include:

    • Select Average to display the average number of calls that Customer Support receives in one week.
    • Select Minimum or Maximum to display the lowest or highest number of calls received during the same week.
    • Select Sum to display the sum of all the calls received during the month.
    (Optional) Expression

    Definition of the type of operation to perform. An expression is required if the operation is Sum, Minimum, Maximum, or Average. It is optional for Count. An expression performs an operation on selected form fields and keywords. You can use expressions with operations that use numeric data types, but not with operations that use character or diary data types. For example, your Customer Support employees might receive many calls from an important customer, whose customer support identification number (Cust ID) is 25. You already have a form that collects all the calls to Customer Support over the course of one month. You might then create individual variables with each of the Average, Minimum, Maximum, and Sum operations selected in the Operation option. Each of these flashboards would contain the following expression:

    'Cust ID' = "25"

    Your flashboards display the average, minimum, maximum, and sum of the number of calls from customer 25 over the course of one month.

    (Optional) Group By Displays statistics for the distinct values within a field. You can select a primary field and a secondary field. For example, if you group a Count operation by Status, the resulting flashboard is a graph of the counts of each individual status value, such as New, Assigned, or Closed. For Group By fields, you cannot perform an operation, such as Count, on a primary flashboard field if that field is a currency field, unless you specify the currency field part. For example, if your flashboard displays a count on Field A that is grouped by Field B, you must specify the type of currency parameter for Field A, for example Curr1.date or Curr1.value, not just Curr1. In addition, you cannot use a currency field for the Group By field, Field B.
    (Optional) Sort

    After selecting the primary and secondary fields for the Group by field, you can select any one of the following values for the Sort field:

    • No Sort (default) — Do not use the sort option.
    • By Value — Sort by value.
    • By Attribute — Sort by attribute. When you select this option, the Sort Attribute field is enabled. If the secondary Group by field value is an enum field, attribute values are listed in a drop-down menu. If the secondary Group by field value is a non-enum field, you must enter the attribute value in the text field.

    Note

    You can change the sort order from ascending (default) to descending by clicking the radio buttons.

    (Optional) Data Collection panel
    Collect Data

    Enables collection of the data you want to view in your flashboard. The server saves the collected information in the FB:History form. You must start the BMC Remedy Flashboards server before you collect data.

    • To start the server on Windows, use the Control Panel or type start.bat from the command prompt.
    • To start the server on UNIX, type server.sh start from the command line.
    Summarize Data

    Instructs the server to save the collected information in the FB:History Summary form. If you select this option, the Summary section of the Data Collection panel is enabled.

    Note

    The Summarize Data option is enabled if you select Collect Data.

    History subpanel: Collection Interval Sets the frequency at which the BMC Remedy Flashboards server polls the BMC Remedy AR System database for information that matches a query. You can specify intervals such as yearly, monthly, and daily. When setting the interval, consider how often the server group generates the type of data you are interested in, and how much database space the data requires.
    Expiration

    The interval that sets the frequency at which the BMC Remedy Flashboards server deletes or expires data. The options are:

    • None — Data is not expired or deleted.
    • Expire — Data cannot be displayed and is disabled in the database after the period set in the After field.
    • Delete — Data cannot be displayed and is removed from the database after the period set in the After field. If you choose to delete data, you cannot retrieve the data.

    From the After field and drop-down list, set an interval of minutes to years. Consider how long you will need your data and how much database space is needed to keep it.

    Summary subpanel: Collection Interval Sets the frequency at which the BMC Remedy Flashboards server polls the BMC Remedy AR System database for information that matches a query. Sets the frequency for how often data is collected to populate the flashboard. You can specify intervals in months and days. When setting the interval, consider how often the server group generates the type of data you are interested in, and how much database space the data requires. For example, you might choose to count the total number of help desk tickets received in one hour, and summarize the average ticket count for each day at the end of the day. You must select a summary interval that is one level above your data collection interval. For example, you cannot choose to summarize hourly on data that is collected hourly; you must summarize the data by day, week, month, or year.
    Expiration

    The interval that sets the frequency at which the BMC Remedy Flashboards server deletes or expires data. The options are:

    • None — Data is not expired or deleted.
    • Expire — Data cannot be displayed and is removed from the database after the period set in the After field.
    • Delete — Data cannot be displayed and is removed from the database after the period set in the After field. If you choose to delete the data, you will not be able to retrieve it again.
      From the After field and drop-down list, set an interval of minutes to years. Consider how long you will need your data and how much database space is needed to keep it.
  6. In the Properties tab, set the values for the following properties, as needed:
    • New Description (description for Change History)
    • Permissions
  7. Save the variable.
  8. If you set the drill-down option for the variable (see Drilling down to information in a flashboard), set this option in the flashboard (see Creating flashboards).
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