(ongoing edition)

Table of Contents

1. Introduction
2. Accessing the Dashboard
3. Navigating the Dashboard
4. Troubleshooting
5. Support

1. Introducion

Welcome to the DT DASH - Data Availability Starts MHere. 

The goal of this dashboard is to provide day to day useful DT information from a user friendly perspective, in near real time (1h refresh or less) and at a click, hence improving transparency, supporting daily tasks and easing data-driven decision-making.

This guide will assist you in navigating and using the dashboard to access and analyse key DT data, based on insights provided (this is a continuous improvement Dashboard, starting with an MVP, so additional features are expected to be added, thereby enhancing its analytical capabilities).

2. Accessing the Dashboard (for all DT DASH views)

To access the Qlik Sense dashboard, follow these steps:

1. Open your web browser and go to Qlik Sense Hub.
2. Log in using your company credentials (LDAP, SSO).
3. Once logged in, you will have access to DT DASH. By default, you will have access to User View. Depending on your role within Solvay and its specific needs, you can eventually ask to have access to other Views (DSDS View, DT Owner / Manager View or LT View). (To refine according to final naming conventions.)

You can add this dashboard to your favorites by clicking on the star in the up right corner of the DT DASH icon.

3. Navigating the Dashboard

- USER VIEW -

The information displayed is organised into three main areas: GLOBAL, LOCAL and My tickets clearly identified by the below images:

The GLOBAL and LOCAL sections of the dashboard are designed to provide to all users information on current figures of useful daily information like support tickets backlog, network connectivity status and Major Incidents, reflecting Global status KPIs (totals from all sites) and Local status KPIs (from user local site).  

In the LOCAL section, the user site is  automatically identified upon user connection and the information shown is automatically filtered to the user profile corresponding site. This means that the user can be connecting in another site but the info displayed will be from its SSO profile site.

My tickets is fully dedicated to the tickets created by the user and it includes three filter buttons (described in detail further below):

USER VIEW > GLOBAL 

Here the user can find the below KPIs:

Backlog Incidents Today

• The total number of incidents that are yet not resolved, closed or cancelled, across all sites.

Submitted Incidents Today

• The total number of incidents that have been submitted today on a global scale, all sites.

TO ADD OTHER KPIS TO BE INCLUDED IN SPRINT 3

USER VIEW > LOCAL (Site: <user site>)

Here the user can find the below KPIs:

USER VIEW > MY TICKETS

This section provides a user-friendly interface to manage the user's tickets efficiently. Here are the functionalities available:

• Three easy access filters to quickly have access to the tickets list and its details according to the user needs:

• • All My Tickets: by clicking this section, the user can view all the tickets created. This includes both incidents, cases and requests (including the tickets closed in the last xxx months)
  • Tickets Needing my Action: This filter allows the user to see the tickets that require immediate attention and action. It helps prioritise tasks that are pending from response or action. 

  • My Fastlaned Tickets: This section lists all the tickets that have been tagged by the user as fastlaned for quicker resolution. It helps user to monitor the status and progress of high-priority tickets.

• Detailed My Tickets Information:

• • Service One Request: This column shows the Request ID reference created automatically in Service One when the user raises the ticket. This is an unique identifier that can be alphanumeric (e.g., REQ000000xxxxxx or CASE-000xxxxxxx) or purely numeric (e.g., 1234567).
  • Type: Indicates whether the ticket is an Incident, a WorkOrder or a Case.
  • Fulfillment Number: A specific number associated with the technical fulfilment process.
  • Priority: Shows the priority level of each ticket (e.g., Low, Medium, High, Fastlaned).
  • Status: Indicates the current status of the ticket (e.g., Cancelled, Closed).
  • Description: Provides a brief description or purpose of the ticket, usually the same as the one entered by the user upon its creation but can have additional info according to the technical fulfilment process.
  • Submit Date: The date the ticket was submitted.
  • Resolved Date: The date the ticket was resolved.

Cumulative to the quick filters, the user can search directly for any ticket using the magnifying glass on top of each column in the table.

Direct Hyperlink from Service Request ID to Service One ticket page 

In the User View of the DT DASH, the Service One Request ID column contains a direct hyperlink for each ticket. This feature is designed to streamline user interaction and improve efficiency.

How It Works

• Service One Request ID Hyperlink: Each request ID in the table is a clickable link.
• Functionality: By clicking on the hyperlink, users are taken directly to the corresponding page in Service One.

Benefits

• Quick Access: Users can instantly access detailed information about a specific ticket without having to manually search for it in Service One.
• Ease of Updates: This feature allows users to quickly provide requested feedback or update the ticket status as needed.
• Improved Efficiency: Saves time by reducing the number of steps needed to navigate between the DT DASH and Service One.

Example Scenario

If a user sees a ticket that requires their feedback, they can simply click on the Service One Request ID hyperlink to open the ticket in Service One, provide the necessary feedback, and update the ticket, all in a few quick steps.

This direct hyperlink feature is aimed at enhancing user experience by providing a seamless connection between the DT DASH and Service One, ensuring timely updates and efficient ticket management.

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- DSDS VIEW -

The DSDS View is designed specifically for DSDS team members and other site related management users.

Each section provides specific insights and data points essential for monitoring and managing service operations.

The user site is  automatically identified upon user connection and the information shown is automatically filtered to the user profile corresponding site. However, in this DT DASH view the user can select other sites under his perimeter in 'Change site' , and the dashboard will show cumulative results.

Site-Specific Insights:

In the table included below the KPIs, the user can find the list of all the tickets related to the site(s) selected. Each entry provides detailed information including:

Dynamic Table Functionality

In the DSDS View of the DT DASHboard, the table displaying detailed ticket information is designed to be dynamic and responsive to user interactions with the pie charts. Specifically, the table data updates according to the selections made in the following pie charts:

1. Unassigned Incidents Backlog (%)
2. Pending - Sub State Wise Backlog Volume

How It Works

1. Unassigned Incidents Backlog (%)

   • Functionality: This pie chart shows the percentage of incidents that are unassigned versus assigned.
   • Interaction: When a user clicks on a segment of the pie chart (e.g., the "Unassigned" segment), the table below will dynamically update to display only the tickets that are currently unassigned. This allows users to focus on incidents that need to be assigned to a team member for resolution.

2. Pending - Sub State Wise Backlog Volume

   • Functionality: This pie chart categorises pending incidents based on their sub-state, such as "Infrastructure Change," "Client Hold," "Third Party Action Required," and "Client Action Required."
   • Interaction: When a user selects a segment of the pie chart (e.g., "Client Action Required"), the table below will filter and display only those tickets that are in the selected sub-state. This helps users quickly identify and manage specific types of pending incidents based on their current status.

Benefits of Dynamic Interaction

• Focused Analysis: Users can drill down into specific categories of incidents or work orders, making it easier to identify and prioritize tasks that require immediate attention.
• Enhanced Transparency: By dynamically updating the table based on pie chart selections, users can gain a clearer understanding of the current backlog and status of incidents, leading to better decision-making.
• Efficiency: This interactive functionality reduces the time spent searching for specific tickets, as users can quickly filter the data to meet their needs.

Example Scenario

If a site manager notices that a significant percentage of incidents are unassigned, they can click on the "Unassigned" segment of the pie chart to view all unassigned tickets in the table. This allows them to take prompt action to assign these incidents to the appropriate team members.

Similarly, if there is a backlog in a specific sub-state like "Client Action Required," the manager can click on that segment to see all relevant tickets, enabling them to address any bottlenecks or follow up with clients as needed.

Direct Hyperlink from Fulfillment Ticket to Helix Platform

In the DSDS View of the DT DASH, the Fulfillment Ticket Number column contains a direct hyperlink for each ticket. This feature is designed to streamline user interaction and improve efficiency.

How It Works

• Fulfillment Ticket Hyperlink: Each fulfillment ticket number in the table is a clickable link.
• Functionality: By clicking on the hyperlink, users are taken directly to the corresponding page in the Helix platform.

Benefits

• Quick Access: Users can instantly access detailed information about a specific ticket without having to manually search for it in Helix.
• Ease of Updates: This feature allows users to quickly provide requested feedback or update the ticket status as needed.
• Improved Efficiency: Saves time by reducing the number of steps needed to navigate between the DT DASHboard and Helix.

Example Scenario

If a DSDS user sees a ticket that requires action or deep analysis, they can simply click on the Fulfillment Ticket hyperlink to open the ticket in Helix, provide the necessary feedback, and update the ticket, all in a few quick steps.

This direct hyperlink feature is aimed at enhancing user experience by providing a seamless connection between the DT DASHboard and the Helix platform, ensuring timely updates and efficient ticket management.

3. Troubleshooting

4. Support

For Access request, please raise a Service One request xxxxxx

For any issue or data inaccuracy identified, please raise an INCIDENT in Service One xxxxxx