*Please note this is in progress according to the ongoing Dashboard improvements*

Table of Contents

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

1. Introduction

Welcome to the DT DASH - Data Availability Starts Here. 

The goal of this dashboard is to prvide day to day useful DT information from a user friendly perspective, in near real time (1h refresh) 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, so additional features are expected to be added, enhancing its analytical capabilities).

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

To access this Qlik Sense dashboard, follow these steps:

1. Open your web browser and go to Qlik Sense Solvay Hub- link here.
2. Log in using your company credentials.
3. Once logged in, you can search for DT DASH.

By default, you will have access to the page called DT DASH: Your Single Point of Contact with DT. 

Depending on your role within Solvay, you can eventually ask to have access to other pages - currently available: DT DASH: Site Control Tower (for Site Managers and Country Managers). Planned pages: DT Owner / Manager View.

Tip: You can add this dashboard to your Qlik favorites by clicking on the star in the up right corner of the DT DASH image:

Installing DT DASH on Mobile

To install DT DASH on your mobile device:

1. Enter the Personal Area in your phone and scan the QRCode.

    

2. Click on the Plus button.

         3. Copy the following link: https://qliksensedesign.solvay.com/solvay/sense/app/a558632d-7a0c-4324-aafc-ad6f404c9ab5/sheet/bca3d89f-c5b5-4f72-b960-e8664ac1c197/state/analysis

         4. Tap on the Enter button and enter your login, password, and third-level authentication details.

Tip: You can rename the dashboard for a better user experience.

3. Navigating the Dashboard

PAGE FOR ALL USERS >  DT DASH: Your Single Point of Contact with DT

• DT DASH starts by showing you the overall status of DT services and applications with clear indicators.

Information is updated every hour - you can check the last reload time on the top right:

Ongoing and Resolved Major Incidents

Imagine starting your day knowing exactly what’s happening in DT. Here you’ll find any ongoing major incidents and those resolved within the last 24 hours. It’s your go-to spot for staying updated on critical issues affecting DT services.

DT Weather

Just like a weather forecast, this section gives you an overview of the health and performance of all DT services with the related details.

Network Speed

Need to know how fast things are moving in your site? This gauge shows you the current network speed for your site, like checking the speedometer of a car. If it’s in the green, you’re good to go!

Coming Soon:

Maintenance: Future updates will be posted here, giving you a heads-up on upcoming maintenance schedules.

Application Status (Coming Soon): Ever wonder if an app is having issues? This section lists the status of various applications, so you know if everything’s running smoothly or if there’s an issue.

• Then you have a section dedicated to your requests, with a user-friendly interface to manage your requests efficiently. Here are the functionalities available:

Three filters to quickly access the tickets list and its details

• • • All My Requests: by clicking here, you can see all the requests you have created. This includes both incidents, cases and service requests (including the requests closed in the last 2 months)
    • Requests Needing my Action: This filter allows you to see the requests that are pending from your action or feedback. It helps prioritise tasks that are pending from response or action. 

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

Below it, you find a table with more details about the corresponding requests, resulting from the selection done in the three previous filters:

• • • Service One Request: This column shows the Request ID reference created automatically in Service One when you raised the ticket. This is an unique identifier that can be alphanumeric (e.g., REQ000000xxxxxx or CASE-000xxxxxxx) or purely numeric (e.g., 1234567).
    • Fulfilment Number: A specific reference associated with the technical process, for technical teams use.
    • Priority: Shows the priority level of each request (e.g., Low, Medium, High, Fastlaned).
    • Status: Indicates the current status of the request (e.g., Pending, Cancelled, Closed).
    • Description: Provides a brief description or purpose of request, usually the same as the one entered by you upon its creation, but can have additional info according to the technical fulfilment process.
    • Submit Date: The date the request was submitted.
    • Expected Resolution date :  The estimated date for your request to be resolved, according to the average time for the same request type in the last 2 months.
    • Resolved Date: The date the request was resolved.

Tips: You can move the order of the columns to better fit your needs - just click and move it. And besides the quick filters, you 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 request page 

The Service One Request column contains a direct hyperlink for each request. This feature is designed to streamline your 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, you are taken directly to the corresponding page in Service One.

Benefits

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

• The user site is automatically identified upon the user SSO profile - any information related to the pre-defined user site is also filtered accordingly.

You can find in that section information related to the average time that your site teams are taking to resolve requests:

You also have direct links to this User Guide, and to Service One pages to report IT issues - for any application (Report an IT issue) or for this dashboard (DT DASH Hypercare Issue):

This Dashboard is in continuous development to answer your needs, so your inputs are critical - you can use the GForm to provide feedback and any extra information you would like to see here:

Here the user can find the below KPIs:

******************************************************************************************************************************************************************************************************************************************************************************************************************

- SITE MANAGEMENT VIEW -

The Site Management View is designed specifically for Site Management team members and other site management related 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 site management user can select other sites under his perimeter in 'Change site' , and the dashboard will show cumulative results.

Site-Specific Insights:

TO UPDATE WITH THE 2 SEPARATE SECTIONS + THE TREND KPI

In the table included below the KPIs, the site management user can find the list of all the tickets related to the selected site(s). 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 prioritise 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 Service Request and the Fulfilment Ticket Number column contains a direct hyperlink for each ticket. This feature is designed to streamline user interaction and improve efficiency.

How It Works

• Each Service Request and fulfilment 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 Fulfilment 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

*Please note this is in progress according to the ongoing Dashboard improvements*

Table of Contents

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

1. Introduction

Welcome to the DT DASH - Data Availability Starts Here. 

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) 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, so additional features are expected to be added, enhancing its analytical capabilities).

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

To access this Qlik Sense dashboard, follow these steps:

1. Open your web browser and go to Qlik Sense Solvay Hub- link here.
2. Log in using your company credentials.
3. Once logged in, you can search for DT DASH.

By default, you will have access to the page called DT DASH: Your Single Point of Contact with DT. 

Depending on your role within Solvay, you can eventually ask to have access to other pages - currently available: DT DASH: Site Control Tower (for Site Managers and Country Managers). Planned pages: DT Owner / Manager View.

Tip: You can add this dashboard to your Qlik favorites by clicking on the star in the up right corner of the DT DASH image:

Installing DT DASH on Mobile

To install DT DASH on your mobile device:

1. Enter the Personal Area in your phone and scan the QRCode.

    

2. Click on the Plus button.

         3. Copy the following link: https://qliksensedesign.solvay.com/solvay/sense/app/a558632d-7a0c-4324-aafc-ad6f404c9ab5/sheet/bca3d89f-c5b5-4f72-b960-e8664ac1c197/state/analysis

         4. Tap on the Enter button and enter your login, password, and third-level authentication details.

Tip:You can rename the dashboard for a better user experience.

3. Navigating the Dashboard

• FOR ALL USERS: DT DASH: Your Single Point of Contact with DT

The information displayed is organised into three main areas: GLOBAL, LOCAL and My Requests 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 the user SSO profile site 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 Requests 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:

Total Incidents Today

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

Total Submitted Incidents Today

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

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

Here the user can find the below KPIs:

USER VIEW > MY REQUESTS

This section provides a user-friendly interface to manage the user's requests 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 Requests: by clicking this section, the user can view all the requests created. This includes both incidents, cases and service requests (including the tickets closed in the last month)
  • Requests Needing my Action: This filter allows the user to see the requests that require immediate attention and action. It helps prioritise tasks that are pending from response or action. 

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

TO UPDATE with screenshot including Expected Resolution Date upon its development

• 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.
  • Fulfilment 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.
  • Expected Resolution date :  xxxx

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 request page 

In the User View of the DT DASH, the Service One Request ID column contains a direct hyperlink for each incident / request. 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 incident / request 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 incident / request 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 incident / request that requires their feedback, they can simply click on the Service One Request ID hyperlink to open the incident / request in Service One, provide the necessary feedback, and update the incident / request, 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 incident / request management.

******************************************************************************************************************************************************************************************************************************************************************************************************************

- SITE MANAGEMENT VIEW -

The Site Management View is designed specifically for Site Management team members and other site management related 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 site management user can select other sites under his perimeter in 'Change site' , and the dashboard will show cumulative results.

Site-Specific Insights:

TO UPDATE WITH THE 2 SEPARATE SECTIONS + THE TREND KPI

In the table included below the KPIs, the site management user can find the list of all the tickets related to the selected site(s). 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 prioritise 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 Service Request and 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

• Each Service Request and fulfilment 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 Fulfilment 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