Cool Solutions

Service Desk Dashboard



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May 13, 2016 4:32 pm

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Cool tool updated on June ‎09, ‎2016

For information about the update please click here.

Introduction

Micro Focus Service Desk has reports that provide information about the performance of Service Desk to Supervisors and users in a graphical snapshot. The reports can be accessed easily and they can be exported to Excel and PDF formats.

Service Desk has many reports on KPI, Requests, Service Agreements, and Configuration Items and on teams that are required for the day-to-day operations performed by supervisors and managers.

The Custom report builder enables supervisors to customize reports and get the required fields in the reports.

Most of the Service Desk reports are for staff and a few reports for the executives. Existing reports are static, non-drillable, and cannot be updated automatically.

This Dashboard report is designed mainly for executives. This report enables executives to view the Service Desk performance. The dashboard can be displayed on a large screen for monitoring.

This reports are drillable and updates every 10 minutes.

Setting up the Dashboard on Windows

Setting up the Dashboard on SLES

SA_Home

 

SA_drill

Setting up the Dashboard on Windows:

  1. Download the ServiceAnalysis.zip file from the Service Analysis Setup link.
  1. Extract the zip file.
  1. Copy the ServiceAnalysis folder and the conf file into C:\ drive.
  1. Go to the Apache Haus (https://www.apachehaus.com/cgi-bin/download.plx), search for the Apache 2.4 vc9, and then download Apache 2.4 VC 9 32-Bit zip
  1. Extract the Apache 2.4 VC 9 32-Bit zip file to C:\
  1. Execute the httpd.exe –k install command from C:\Apache24\bin, and then start apache24 service from services.msc.

Important: If Windows 2008 Server is being used, then download the Microsoft Visual C++ 2008.

  1. Download Python http://www.activestate.com/activepython/downloads, and install the Python 2.7.x 32 bit version.
  2. Upgrade the pip by executing the pip install -U pip
    A clean up exception might be displayed that can be ignored.
  3. Install Django by executing the pip install Django==1.6.2 command
  1. Execute the following commands:
    • For Postgresql DB, run the Pip install psycopg2
    • For MS SQL DB, run the pip install pyodbc
  1. Go to Python Extension Packages http://www.lfd.uci.edu/~gohlke/pythonlibs/ , search for mod_wsgi, click the link, and choose the mod_wsgi-4.4.23+ap24vc9-cp27-cp27m-win32.whl file and download.
  2. Install mod_wsgi-4.4.23+ap24vc9-cp27-cp27m-win32.whl by executing pip install mod_wsgi-4.4.23+ap24vc9-cp27-cp27m-win32.whl
    After installation, the mod_wsgi.so file will be generated at C:\python27.
  3. Copy the .so file and paste into the C:\Apache24\modules folder.
  4. Go to C:\Apache24\conf folder, open the conf and then add the text ‘LoadModule wsgi_module modules/mod_wsgi.so’ under LoadModule lines.
  1. Create the Service Analysis=C:\ServiceAnalysis system environment variable and restart the device.
  1. Go to C:\ServiceAnalysis\ServiceAnalysis, search for the wsgi.py file.
  1. Open the wsgi.py file, replace the text “root folder path for the project” with “C:/ServiceAnalysis
  1. Copy the content from the conf file (refer step3) and go to C:\Apache24\conf, open the httpd.conf file, paste the content at the end.
  1. Configure the database:
    • Go to C:\ServiceAnalysis\Configuration folder, open the db_conf.ini file, and update the database information.
    • Go to C:\ServiceAnalysis\ServiceAnalysis folder, open the settings.py file, search for database section, and update database information.
  2. Download amcharts from its website and extract amcharts folder into C:\ServiceAnalysis\ServiceAnalysis\homepage\static folder .
  3. In the command prompt run the python manage.py collectstatic command from C:\ServiceAnalysis path, and type yes when prompts.
  4. Execute the Pip install south command prompt.
  5. In the command prompt run the python manage.py syncdb command from C:\ServiceAnalysis.
  6. In the command prompt change the directory to C:\ServiceAnalysis\Lib and run the python get_data.py
    The python get_data.py file has to be running always for dynamic update of the overall request report chart.
  7. In the browser type the device IP and check for the dashboard (as shown in snippet attached).

Setting up the Dashboard on SLES:

  1. Download the ServiceAnalysis.zip file from the Service Analysis Setup link.
  1. Extract the zip file.
  1. Copy the ServiceAnalysis folder and the conf file into /srv/www folder.
  1. Provide root permission on this folder for all user with chmod -R 777 parent directory name.
  2. Install Apache:
    1. Launch YaST choose Software and then click Software Management.
    2. In the Yast, View > click Patterns.
    3. In the Pattern panel, choose Web and LAMP Server in the Primary Functions, and then click Accept.
    4. Open port 80 in firewall.
  3. Start Apache:
    1. Execute the chkconfig -a apache2
    2. Launch YaST choose System and then click System Services (Runlevel).
    3. Search for apache2 and click Enable.
  4. Verify the Apache installation:
    1. Launch a web browser and specify the http://localhost/
      If the Apache is up and running, the test page is displayed with “IT works!”
  5. Go to https://pip.pypa.io/en/stable/installing/ , download the get-pip.py file and execute the python get-pip.py
  6. Execute the pip install Django==1.6.2 the command to install Django.
  7. Install the mod wsgi package from the following URLs :
  8. Open the wsgi.py file, replace the text “root folder path for the project” with “/srv/www/ServiceAnalysis
  9. Create an environment variable permanently for all users:
    1. Append the environment variable ServiceAnalysis=/srv/www/ServiceAnalysis to /etc/environment.
    2. Execute the source /etc/environment
  10. Copy the ServiceAnalysis_sles.conf file that is extracted in step 2 and paste into /etc/apache2/vhosts.d
  11. Install psycopg2 from following URL:
  12. Execute the Pip install south command.
  13. Go to srv/www/ServiceAnalysis directory and execute the python manage.py syncdb
  14. Configure the database details:
    1. Go to /srv/www/ServiceAnalysis/Configuration and update the ini file with database information.
    2. Go to /srv/www/ServiceAnalysis/ServiceAnalysis/settings.py and update the py file with the database information.
  15. Download amcharts from its website and extract amcharts folder to  ‘ /srv/www/ServiceAnalysis/ServiceAnalysis\homepage\static’ folder .
  16. Go to /srv/www/ServiceAnalysis and execute the python manage.py collectstatic.
  17. Type yes when prompts.
  18. In the command prompt change the directory to /srv/www/ServiceAnalysis/Lib and run the python get_data.py
    The python get_data.py file has to be running always for dynamic update of the overall request report chart.
  19. In the browser type the device IP and check for the dashboard (as shown in snippet attached).

 

What is new in the update:

  1. Team wise Drill down in Dashboard is enabled. On clicking a team in the Team wise requests chart, the page will be redirected to a new page where it has information about that team.
  2. Tables with detailed report have two more columns added with Item type and Classification details.

For those who are using the previous version of this dashboard:

  1. Backup settings.pywsgi.py and db_conf.ini file.
  2. Download ServiceAnalysis.zip file from the Service Analysis Setup link.
  3. Extract the zip file and copy  ServiceAnalysis folder and replace the previously configured ServiceAnalysis folder with this updated folder.
  4. Replace settings.py , wsgi.py and db_conf.ini files with the respective backed up files.
  5. Then restart the Apache server and try loading the dashboard and check for new changes which are mentioned above.
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Categories: Cool Tools, Endpoint Protection Suite, Service Desk, Technical, Unified Endpoint Management

Disclaimer: This content is not supported by Micro Focus. It was contributed by a community member and is published "as is." It seems to have worked for at least one person, and might work for you. But please be sure to test it thoroughly before using it in a production environment.

3 Comments

  1. By:wjterveld

    Hi,
    Can you help me with a MSSQL environment?

  2. By:wjterveld

    I run into trouble after 17:!
    What DB are you referring to?

  3. By:ggunasheela

    Hi ,

    This post was for POSTGRE SQL DB ,
    as well as MSSQL DB , follow the check with bellow few steps ,
    1.In settings.py file DB database default engine should be ‘sqlserver_ado’ .
    2.In db_conf.ini file under configuration folder , say DB type = mssql
    3.Configure Development environment for pyodbc python .

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