BMC Helix Digital Workplace dashboard

The BMC Helix Digital Workplace dashboard displays the metrics for service requests. As a service owner in BMC Helix Digital Workplace Catalog, use these reports to determine the trend, overall performance, and effectiveness of BMC Helix Digital Workplace.

Related topics

Setting up dashboards

Navigating dashboards

Scenario for viewing BMC Helix Digital Workplace dashboard Open link

The following image shows the DWP Request Overview dashboard with sample data:

Accessing BMC Helix Digital Workplace reports

Consider the following points related to access to the BMC Helix Digital Workplace dashboard:

The dashboard is available to BMC Helix Digital Workplace Advanced license users only.
Only editors and administrators in BMC Helix Dashboards can create custom dashboards. To learn more about these roles, see Roles and permissions.
Within the dashboard, the metrics are displayed on the basis of the row-level permissions of the logged-in user. For more information, see Roles and permissions .

BMC Helix Digital Workplace dashboard filters

You can search reports in DWP Request Overview dashboard by using the following filters:

Company—Filter by the name of the company. For example, Petramco.
Organization—Filter by the name of the organization. For example, Human Resources.
Department—Filter by the name of the department. For example, Personnel.
Region—Filter by the name of the region. For example, Americas.

The filters are based on Foundation data in BMC Helix Innovation Suite. To learn more about Foundation data, see Foundation data model Open link .

To view the BMC Helix Digital Workplace dashboard

Log in to BMC Helix Dashboards.
In the navigation pane, hover your mouse over the Dashboards icon and click Manage.
In the Helix Digital Workplace folder, click DWP Request Overview Dashboard, as shown in the following image:

Tip: Quick access from the home page

To quickly open the dashboard from the home page, mark it as a favorite by using the star icon. Additionally, after you open a dashboard, it is automatically available under Recently viewed dashboards on the home page.

BMC Helix Digital Workplace dashboard panels

The following table describes the DWP Request Overview dashboard panels that are provided out of the box:

Panel	Description	Example
Number of Requests Raised	Displays the total number of service requests submitted during the selected period.
Active Service Requests	Displays the total number of service requests that are not fulfilled during the selected period. This panel includes service requests with the following statuses: In progress Waiting for approval Pending
Fulfilled Service Requests	Displays the total number of closed or completed service requests during the selected period.
Service Requests Waiting Approval	Displays the total number of service requests that are in the Waiting for Approval status during the selected period. The color of the number of service requests displayed depends of the following thresholds: Green—1 - 14 requests Yellow—15 - 25 requests Red— 25 or more requests Tip: To change the thresholds, copy the dashboard and modify the threshold configuration . You cannot modify the thresholds in the out-of-the-box dashboard.
Failed Service Requests	Displays the total number of unfulfilled service requests during the selected period. The color of the number of service requests displayed depends of the following thresholds: Green—1 - 14 requests Yellow—15 - 25 requests Red— 25 or more requests Tip: To change the thresholds, copy the dashboard and modify the threshold configuration . You cannot modify the thresholds in the out-of-the-box dashboard.
Average Age	Displays the average time taken to fullfill a service request during the selected period. The color of the average age displayed depends of the following thresholds: Green—1 - 2 days Yellow—3 - 5 days Red— 6 days or more Tip: To change the thresholds, copy the dashboard and modify the threshold configuration . You cannot modify the thresholds in the out-of-the-box dashboard.
Daily Submission Trend	Displays the number of service requests created daily during the selected period.
Daily Fulfillment Trend	Displays the number of service requests fulfilled during the selected period.
Open Requests by Age Buckets	Displays the number of open service requests during the selected period by the following number of days open: Less than 1 day 1-5 days 5-15 days 15-30 days 30-60 days More than 60 days Tip Compare the information in this panel with the end-user feedback to determine how satisfied customers are with the service request fulfillment. You can click the bar charts to view the service request details. The service request details are displayed in the Service Request Details - Drill-through dashboard. Important You must upgrade Converged Platform to version 21.3.01 in order to view the Service Request Details - Drill-through dashboard.
Service Requests by Status	Displays the number of service requests during the selected period by the following statuses: In Progress Waiting For Approval Failed Closed Completed
Top 10 Requested Categories	Displays the top 10 categories of requested services during the selected period. Important: This panel shows only the top-level categories. For more information, see Creating separate top-level categories for HR and IT requests .
Top 10 Requested Services	Displays the top 10 requested services during the selected period.
Top 10 Sites	Displays the top 10 sites from where service requests were created during the selected period.

To create custom panels in the dashboard

You cannot modify the out-of-the-box dashboard.

To change the out-of-the-box reports, create a copy of the dashboard, and modify the panels. As an administrator or an editor, you can create custom panels in the dashboard by using the Service Management query type. To learn how to fetch data by using this query type, see Service Management query.