(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 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 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

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):

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

LOCAL (Site: <user site>)

Here the user can find the below KPIs:

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 (like REQ000000xxxxxx or CASE-000xxxxxxx) or numeric (like 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.

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