Request Fulfillment Dashboard

The Request Fulfillment Dashboard displays the cost savings after you automate frequently requested services from BMC Helix Digital Workplace Catalog. As a dashboard user, you view the cost-saving details for self-service requests, infrastructure requests, employee onboarding or offboarding requests, and account lock or unlock requests.

The following metrics are displayed in the Request Fulfillment Dashboard:

Type of service requests—Self-service requests, Infrastructure requests, Employee onboarding and offboarding requests, Account unlock requests
Total automation runs for each service request
Time saved in hours for each service request
Cost savings in US dollars for each service request

Example: View and analyze the cost-effectiveness of an automation run

Apex Global has implemented an automated resolution for some of its self-service requests, such as providing access to Jira and MS Teams. Hannah, a catalog administrator, wants to calculate the monthly cost savings as a result of this automation. She clicks the Hourly Rate in $ field to enter the hourly rate for an agent and filters the data for the last 30 days to obtain the cost savings per service request.

Request Fulfillment Dashboard filters

You can search for reports in the Request Fulfillment Dashboard by using the following filters:

Access type—Filter the self-service requests; for example, Jira.
Hourly rate—Filter by the hourly rate; for example, 40 dollars.

To view the Request Fulfillment Dashboard

From the navigation menu, click Dashboards.
In the Helix Digital Workplace folder, click Request Fulfillment Dashboard.

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 available under Recently viewed dashboards on the home page.

Panels in the Request Fulfillment Dashboard

Section	Panel	Description
Self-service requests	Total Automations	Number of unique automation runs completed to resolve all the service requests during the selected time period.
Self-service requests	Access type that is set up in your environment	Time and cost savings during the selected time period for the selected access type, for example, Jira access.
Infrastructure requests	Total Automations	Number of unique automation runs completed to resolve all the infrastructure requests during the selected time period.
Infrastructure requests	Successful Automation Stats	Time and cost savings during the selected time period for infrastructure requests.
Infrastructure requests	Server Admin Credentials	Status of the Server Admin Credentials requests during the selected time period. The following statuses are displayed: New Waiting for approval
Infrastructure requests	PC Refresh	Status of the PC Refresh requests during the selected time period. The following statuses are displayed: New Waiting for approval
Infrastructure requests	New laptop/Desktop Request	Status of the New laptop or Desktop requests during the selected time period. The following statuses are displayed: New Waiting for approval
Employee Onboarding/ Offboarding	Total Automations	Number of unique automation runs completed to resolve all the employee onboarding and offboarding requests during the selected time period.
Employee Onboarding/ Offboarding	Successful Automation Stats	Time and cost savings during the selected time period for employee onboarding or offboarding requests. View the following parameters: Automation runs Times saved in hours Cost saving in US dollars
Employee Onboarding/ Offboarding	New Employee Onboarding	Number of requests for employee onboarding during the selected time period.
Employee Onboarding/ Offboarding	Employee Resignations	Number of employee resignations during the selected time period.
Employee Onboarding/ Offboarding	Employee Offboarding	Number of employee offboarding requests during the selected time period.
Account Unlock/Lockout	Total Automations	Number of unique automation runs completed to resolve all the account unlock/ lockout requests during the selected time period.
Account Unlock/Lockout	Successful Automation Stats	Time and cost savings during the selected time period for Account Unlock/Lockout requests. View the following parameters: Automation runs Times saved in hours Cost saving in US dollars
Account Unlock/Lockout	Automatic Unlock	Number of account unlock requests resolved automatically during the selected time period.
Account Unlock/Lockout	Assisted Unlock	Number of account unlock requests that required manual intervention to resolve during the selected time period.
Account Unlock/Lockout	Yet to be unlocked	Number of account unlock requests that are yet to be processed during the selected time period.

To create custom panels in the 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 create custom panels in the dashboard by using the Service Management query type.