BMC Helix ITSM Service Automation dashboard

As a Service Request manager, you can track and analyze automated and non-automated work orders. You can also track and analyze failed automated work orders.

For instructions about creating or editing dashboards, see Configuring dashboards, panels, and queries. For information about dashboard concepts, see Setting up dashboards.

Example:  Tracking work orders fulfilled through service automation

Tina’s organization has automated the process of password reset for users. But the work order automation for password resets of users fails for some requests. Tina wants to analyze the failed automation job by tracking the reports in the Service Automation dashboard. Tina also wants to learn about automation opportunities by analyzing categories of widely used, non-automated work orders. .  

The Service Automation dashboard fetches its data from Work Order management module in Service Request Management. 

The following image shows the Service Automation dashboard with sample data: 



For a list of icons and operations that are common across dashboard, see Navigating dashboards.

To view the dashboard

  1. In the left navigation pane, hover your mouse over Dashboards and click Browse.
  2. Click the Helix ITSM folder and then click Service Automation.

    Tip

    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 available under Recently viewed dashboards on the home page.

Panels in the Service Automation dashboard

PanelsDescriptionExample
Dashboard filtersDisplays the filters to view the information on the dashboard. You can filter the data on the Service Automation dashboard by Company and a specified period. By default the duration is set to 90 days.

Total Automated Work Order RunsDisplays the total number of automated work orders.

Automated Work Order Runs

Displays the total number of successful and failed automated work orders. The sum of both the successful and failed work orders gives you the total number of automated work orders.

You can click the bar charts to view the work order details. The work order details are displayed in the Drill through -Work Order Details dashboard.

Important

You must upgrade Converged Platform to version 21.3.01 in order to view the Drill through - Work Order Details dashboard.


Percentage of Automated Work OrdersDisplays the percentage of automated work orders out of the total number of work orders.

The percentage of automated Work Orders is calculated as:

(Total number of automated work orders / Total number of work orders) * 100

Percentage of Failed Automated Work OrdersDisplays the percentage of failed work orders out of the total number of automated work orders.

The percentage of failed Automated Work Orders is calculated as:

(Total number of failed work orders / Total number of automated work orders) * 100

Top 10 Non-Automated Work Orders

Displays the work orders that are executed most often, but are not automated. Only the top 10 of the mostly executed work orders are displayed by template name.

In the Top 10 Non-Automated Work Orders table, You can click the count of work orders to view the details of the work orders in the Work Order Details - Drill-through report. In the Work Order Details - Drill-through report, you can click Work Order ID, to open the work order in Smart IT.

Automated Work Order Run - Details

Displays the total number of successful and failed automated work orders, the total number of failed automated work orders, and the percentage of failed automated work orders for each template and the selected period.

The percentage Error Rate is calculated as:

(Total number of failed work orders / Total number of automated work orders) * 100

In the Automated Work Order Runs table, you can click Total Number of Runs or Failed Work Orders to view the details of the work orders. The work order details are displayed in the Work Order Details - Drill-through report. In the Work Order Details - Drill-through report, you can click work order ID, to open the work order in Smart IT.

Non-Automated Work Orders with TemplateDisplays the total number of work orders that are not automated and are created by using a template.

Non-Automated Work Orders without TemplateDisplays the total number of work orders that are not automated and are not created by using any template.

Was this page helpful? Yes No Submitting... Thank you

Comments