Creating reports for raw events in the Telemetry service
As an administrator, you can create reports for your chatbot application based on the raw events in the Telemetry service by using BMC Helix ITSM: Smart Reporting. You can either use the Telemetry service events that BMC Helix Innovation Suite provides out of the box or you can create new events. Using these reports, application business analysts can understand how end users are using the chatbot application, derive statistics about a successful or unsuccessful event, monitor the chatbot metrics, and so on.
Before you begin
Before you start creating reports, ensure that you have completed the following tasks:
- Ensure that you have access to BMC Helix ITSM: Smart Reporting.
- Instead of using out-of-the-box events, if you want to create reports for custom events, ensure that you have created the events.
Process for creating a report
The following image illustrates the different stages involved in creating a report:
The following table describes the different tasks that are involved in the process to create a report:
Note
Tasks 1-6 are optional because instead of performing these actions, you can leverage the out-of-the-box connections and definitions provided by BMC Helix Innovation Suite. If you leverage the out-of-the-box connections and definitions, you can directly create a report in BMC Helix ITSM: Smart Reporting.
| Task | Action | Reference |
|---|---|---|
Establish a connection between BMC Helix Virtual Agent and a local or remote system | ||
| (Optional) 1 | Create a web API connection to access the Telemetry service data on a local or remote system. | To create a web API connection |
| (Optional) 2 | Create a data source by using the web API connection to leverage external data. | To create a data source connection |
| (Optional) 3 | Create a data source mapping to map the data source with its alias. | To create a data source connection mapping |
| Define the data to be displayed in a report | ||
| (Optional) 4 | Create a document definition to define the structure in which you want to get the external data. | To create a document definition |
| (Optional) 5 | Create a REST API web request service definition to get data over a REST API call. | To create a web API request service definition |
| (Optional) 6 | Create an external or a join record definition to access the external data. | To create an external or a join record definition |
| Create a report by using the data defined | ||
| 7 | Create a report to analyze the chatbot usage. | To create a report |
Out-of-the-box definitions and connections
The following table lists the out-of-the-box definitions and connections that BMC Helix Innovation Suite provides to create reports for the Telemetry service raw data:
| Type of definition or connection | Out-of-the-box data |
|---|---|
| Web API connection | Remote Web API Connection |
| Data source | Telemetry Data Source |
| Data source mapping | BMC Helix Innovation Suite maps the Telemetry Data Source with its alias as shown in the following image:
|
| Document definitions | BMC Helix Innovation Suite provides the following out-of-the-box document definitions:
|
| Web API request service definition | BMC Helix Innovation Suite provides the following out-of-the-box web API request service definitions:
|
| External record definitions | BMC Helix Innovation Suite provides the following out-of-the-box external record definitions:
|
(Optional) Task 1: To create a web API connection
If you do not want to use the out-of-the-box web API connection, you can create a web API connection for the Telemetry service.
To create a web API connection, see
Configuring the authentication credentials of REST API web services
.
(Optional) Task 2: To create a data source
If you do not want to use the out-of-the-box data source, you can create a data source for the Telemetry service to leverage the raw data.
(Optional) Task 3: To create a data source mapping
If you do not want to use the out-of-the-box data source mapping, you can create a new mapping for your data source. You map an alias (a placeholder for tenant-specific data source configuration) with the appropriate data source so that the appropriate data source configuration is used when you access data by using external record definitions.
(Optional) Task 4: To create a document definition
If you do not want to use the out-of-the-box document definition, you can create a new definition to define the structure in which you want to receive data from the web API call.
To perform the steps to create a document definition, see
Defining a document schema
.
(Optional) Task 5: To create a web API request service definition
If you do not want to use the out-of-the-box web API request service definition, you can create a service definition to receive data over a REST API call.
- Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
- Select BMC Helix Virtual Agent.
- On the Web APIs tab, click New.
On the Properties
tab, provide a name for the RESTful Service, for example, Get Telemetry Data.On the New Web API page, perform one of the following steps:
To add a web request to an existing Web API, click the Web API name.
To create a new Web API, click New.
On the Settings
tab, complete the fields as described in the following table:Field
Description
Example
Name Type a name for the web request. Get Telemetry Raw Data Request Request Method Select the HTTP method of the web request. GET (Optional) Multipart Request
If you want a request to be of the multipart type, then select this toggle key.
Note: You do not require this field while configuring the web API for chatbot reports.None
Path Specify the URL path on which the method is invoked.
Format of the URL: /rest/api//rest/api/latest/issue/{issueid} (Optional) Body From the list, select the document definition that you created earlier from which you want to copy the body in JSON format. Typically, this is needed for the POST or PUT methods and might not be required for other methods.
Note: You do not require this field while configuring the web API for chatbot reports.None
(Optional) Response From the list, select the document definition that you created earlier from which you want to copy the response in JSON format.
None (Optional) Add Headers Add the headers for this web request. None (Optional) Query Parameters Add the query parameters for this web request. None
(Optional) Task 6: To create an external or a join record definition
If you do not want to use the out-of-the-box record definitions, you can create an external record definition to access the Telemetry service data.
To create an external record definition, see
Creating external record definitions
.
Notes
- When you create an external record definition for a web API, the system generates the fields for header, query parameters, path parameters, and body in the web API. For a system generated field, if you give a default value, at run time, the default value is used. If you want to override this value, you can define different values at run time.
In BMC Helix ITSM: Smart Reporting, while creating a report, you can define values for system generated fields by using filters. - If you are creating a report for a custom event statistics, a regular record definition is automatically created. However, if you are creating a report for a custom event, you need to create an external record definition.
If you want to combine data from multiple external record definitions, you can create a join record definition.
To perform the steps to create a join record definition, see
Creating join record definitions
.
Note
While creating a join record definition, on the Field Selection tab, ensure that you select the fields that the system generates for the web API header, query parameters, path parameters, and body.
Task 6: To create a report
You must first create a view for a report and then add the data that you want to display in the report.
- Log in to BMC Helix Innovation Studio and click Reports.
- Click
and select View. - In the Create New View dialog box, complete the following fields:
- Select AR System as the data source.
- Select Single Table as your view type.
- From the Select Table list, search for the required external record definition.
Note: The Select Table list shows the available out-of-the-box and custom external record definitions for the Telemetry service raw data. - Enter the view name and description.
- From the Create Analysis list, either select Save & Close, or select Create Analysis to start creating the report using this view.
- Log in to BMC Helix Innovation Studio and click Reports.
- Click and select Report.
- In the New Report dialog box, select a view for your report, and start creating the report.
Note: In the Data section, the Dimensions list shows the fields from the record definition that you selected while creating the view.
For information about how to create a report, see Creating custom reports and charts
. - After you create the report, perform any of the following actions:
- To save the report, click the Report tab, and click Save or Save as.
The Save Report dialog box is displayed. - To publish the report, click the Publish tab.
The Save Report dialog box is displayed.
. - To save the report, click the Report tab, and click Save or Save as.
The following image shows the fields from an external record definition in the report as filters, rows, or columns:
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