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General information

General description

The Footprints QV Dashboard is used to provide indicators to analyse statistics on the User Requests (UR) created in Footprints{{footnote}}Footprints is the web tool used by the IS function to log in all the user tickets or any work done by the IS function (support, developpments or projets{{/footnote}} and therefore the target audience is only the IS function users.

Today the dashboard is mainly designed around the "SAP Applications, Helpdesk and Non-SAP Applications" Footprints spaces but could be improved to satisfy other spaces needs.

The data comes exclusively from Footprints.

Fields definition

Below is a list of some of the fields used in the report as filters or as analysis axis. If not in the list, the field comes directly from Footprints as is.

Level

• Usage : This field is used to help quickly select a perimeter of UR's based the team, or "level" of the request. There are 4 values
  1. Helpdesk : All UR's in the Helpdesk Project
  2. Support : All UR's for "level 2" support.
  3. CC Dev : All UR's for "level 3" support, or that required a developpment.
  4. Security : All UR's in the Security Project
• Definition : The value is hard-coded for a combinaison of Footprints Workspace + UR Type + Subtype.

info
The mapping for this can be checked in the "Mappings" sheet in the dashboard.
/info

Region

This is the region of the user : AP, LA, NA or EU

Note that :

• For SMIO : in Footprints the zone for SMIO are prefixed by "SMIO". This is removed in Qlikview.
• Only the AP, LA, NA, EU values are displayed in the left side filter. Other values exist for some footprints projects.

* Tool*

Usage : This field is used to regroup UR's based on the requierements of some users (It's basically the equivalent of the "Sort field" in SAP). Today it is defined for the few users that requested it.

• Definition : A UR can only be in 1 Group. The value is hard-coded for a combinaison of Project + UR Type + Subtype

info
The mapping for this can be checked in the "Mappings" sheet in the dashboard.
/info

SLA Days

• Usage : This field is used calculate SLA indicators.
• Definition : The value is hard-coded for a combinaison of Project + UR Type + Subtype.

info
The mapping for this can be checked in the "Mappings" sheet in the dashboard.
/info

Status Types

• Usage : The objective of this field is to summarize the Footprints status and regroup it in very few values to allow easier selection/filtering. Only 4 values :
  1. Completed
  2. Rejected
  3. Open
  4. Transferred (to another project)
• Definition : The value is hard-coded for each footprints status.

info
The mapping for this can be checked in the "Mappings" sheet in the dashboard.
/info

Waiting Type

• Usage : This field is used to summarize the footprints status based on * ho the UR is waiting for the next step*. Objective is to simplify the reading compared to the multiple and complex footprints status.
• Definition : The value is hard-coded for each Footprints status.

info
The mapping for this can be checked in the "Mappings" sheet in the dashboard.
/info

BIM Outsourced

• Usage : This field is used to split the analysis between UR that are outsourced to Tivit and URs completed in-house. * nly works for the BIM / Non-SAP Application projects.*Values are YES or NO.
• Definition : Comes directly from a Footprints system field.

Subtask

• Usage : Allows to include or exclude Sub-URs from the analysis.
• Definition : Value is calculated based on a Footprints technical field (REF_TO_MR contains P)

Important notice for Helpdesk

warning
For Helpdesk UR, when the UR's has been transfered, the status is automatically set to "Transfered-HDA"

/warning

The reason we do this is because when a UR is transfered from the helpdesk to another project, the HDA UR will copy the status of the UR in the transfered project.

While this is interresting in Footprints (it allows the user to see the overall status of his request in the Helpdesk), for HDA KPI's it is important to be able to segragate between UR's completed by the HDA and UR's transfered by the HDA (in this case the work of the helpdesk is done).

Sheets documentation

Current view

The objective is this page is to provide an overview of the current situation : it only shows OPEN User requests

Currently Open UR by Status

!Attachment Library^OpenURByStatus.png|cleanup="null" kids="null" pendingsrc="null" !

Shows the number of URs which currently have a status of the "Open" type (Status Type = Open).

Aging by Type

• Open = Number of open UR.
• AvgD = Average number of days since UR was submitted (Today - Submittion date)
• Aging Buckets (0-3...) : number of URs that were submitted between 0 and 3 days ago.

Ex : if a UR is still open today and was submitted 5 days ago, it will count as 1 in the "4-10" bucket.

In the picture, there are 5 UR for Basic Support in BW/BIM that are still open and have been submitted since 31 and 90 days ago.

Currently open UR by Submit Month

+* *

Shows the number of UR opened by month of submition.

In the Picture, we still have 1 UR open today that was subtmitted in 10.2009.

Aging by Technician

+ +
Shows the number of UR which are currently open by Technician assigned.

The Aging Buckets (0-3...) correspond to the number of URs that were submitted between 0 and 3 days ago.

Ex : In the picture, David has 14 open UR assigned to him, from which 1 is older than 180 days (was submitted at least 181 days ago)

No technician assigned

!Attachment Library^NoTechnicianAssigned.png|cleanup="null" kids="null" pendingsrc="null" !

Counts the number of Open User request which have no technician assigned.

TIVIT No Accepted Date

!Attachment Library^TIVITNoAcceptedDate.png|cleanup="null" kids="null" pendingsrc="null" !

Counts the number of user requests which are managed by TIVIT (Outsourced = YES) and for which the Production Due date is empty.

Evolution Overview

Completed by Month*+ +*

Shows the number of UR's completed by month (whatever the data at which the UR was submitted)

The X axis corresponds to the month of :

• • Completion of the UR*

• Transfer of the UR (if the UR was transfered).

• Rejection of the UR if the UR was rejected)

By default the number of UR is splitted by the status type which shows how the UR was completed : by transfering or rejecting or actual completion.

Submitted by month

Counts the number of UR submitted by month.

By default, the indicator is split by the current status of the user request.

Avg Open Days to Complete/Transfer

Measures the average working days between the submition date and completion/transfer date.

The result is displayed by month of completion or transfer (NOT submit date)
Ex : a UR submitted in 01.2012 and completed in 02.2012 will be counted in the 02.2012 average.

Avg Open Days to Complete/Transfer (Table)

+ +
Measures the average working days between the submition date and completion/transfer date.

The result is displayed by month of completion or transfer (NOT submit date)
Ex : a UR submitted in 01.2012 and completed in 02.2012 will be counted in the 02.2012 average

Note : The result is the same as on the graphic (bar) display. This table is only used to get a detail.

12M Open UR as End of Month

This KPI shows the number of User Requests that were still open at the end of each month (12 rolling months). It's basically the backlog remaining at the end of each month.

Ex : At the end of January 2011 there were 66 Open UR but at end of February 2011 only 55 UR.

warning
For this KPI to work correctly, please remove any filter on the Submit year and submit month.
/warning

End of Month Open Assigned UR (Workload)

+ +
This table gives the same KPI as the "12M Open UR as End of Month" graphic but on a table format with detail (Technician Assigned or submitter).

This KPI shows the number of User Requests that were still open at the end of each month (12 rolling months). It's basically the backlog remaining at the end of each month.

Ex : At the end of January 2011 there were 66 Open UR but at end of February 2011 only 55 UR.

putFootnotes/