SR Dashboard

Service Requests (SR) Dashboards provide a consolidated and visual representation of key metrics and information related to service requests within an organization. This dashboard is designed to offer a quick and comprehensive overview of the status, performance, and trends associated with service requests. 

The dashboards provide multiple integrated reports that let you filter data according to your organization's needs. 

Service Request Overview Dashboard

You may see an overview of all the service requests that have been created by using the Service Request Overview Dashboard. It's a dashboard featuring several charts, including pie and bar charts, and numerical data. 

To view the Service Request Overview Dashboard, perform the following steps,

1.  Navigate to Service Management > Reports.
   
2. Select Dashboards. Select the module as Service Request.
   The available dashboards are displayed.
   Figure: SR overview dashboard
   
   
3.  Click SR Overview Dashboard to open and view the dashboard. You can select filters such as tenants, status, workgroups, medium, priority, requestor location, category, analyst, and date. 
   The SR overview dashboard details page is displayed.
   Figure: Details of the SR overview Dashboard.

The following table explains the reports available in the dashboard.

Dashboard	Description
Metric dashboard	Displays the count of open requests, SRs logged today, SRs logged for the month, SRs pending approval, Resolution SLA met requests, Open VIP requests, VIP requests logged today, VIP requests logged this month, resolved requests, and resolution missed SLA.
Graphical Dashboard
Open Requests by Status	Displays the status and count of the service requests. It shows the count of SRs in new, in progress, assigned, and pending status.
Open Requests by Priority	Displays the count of service requests with the priority. It shows the count of SRs with different priorities.
Top 10 Analyst by Workload	Displays the workload of the top 10 analysts. The color legend is
Top 10 Workgroups by Workload	Displays the workload of the top 10 workgroups. The count of new, assigned, in progress, and pending. The color legend is
Top 10 Categories	Displays the count of the top 10 SR categories. The color legend is
Aging by Workgroup	Displays the count of SRs that are aging in the different workgroups. The color legend is
Request Backlog Summary	Displays the count of the backlog SRs for a particular month.
Resolution SLA Compliance by Priority	Displays the count of SRs by priority that are compliant with the resolution SLA. It shows the count of SRs met and missed resolution SLA. The color legend is
Requests Logged vs Resolved	Displays the count of SRs logged and resolved for the particular month. The color legend is
Requests by Medium	Displays the count of SRs logged via different mediums such as web or chatbot. The color legend is
MTTR(Mean Time taken to Resolve)  by Priority	Displays the average time taken to resolve the SRs. The color legend is
Analysts by location	Displays the count of SRs per analysts by location.
Resolution SLA Compliance Trend	Displays the count of SRs that have met the resolution SLA.
Requests Within SLA and Violated SLA	Displays the count of the SRs that are within SLA and have violated the SLA. The color legend is

Inspect Data

The inspect data option is available on the data item in the dashboard.
Figure: Inspect data

The inspect data opens a window that displays raw or aggregated data. 

• Aggregated data - It displays the aggregated data retrieved from the dashboard item's data storage. 
• Raw data - It displays the underlying raw data from the dashboard item. 

Export To

The entire dashboard or a single card in the dashboard can be exported. The available options to export are:

• PDF - You can export the dashboard or a single card to PDF format. 
• Image - You can export the dashboard or a single card to Image format. 
• Excel - You can export the dashboard or a single card to Excel format. 

Figure: Export to

To maximize the card, click icon.
Figure: Maximize

To minimize the card, click icon.
Figure: Minimize