How can I customize the scoreboard so that it shows the NSM generated tickets / Tickets generated by a specific analyst, separately?

Document ID : KB000054412
Last Modified Date : 14/02/2018
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Description

Many Service Desk administrators at site which have multiple CA products integrated with CA Service Desk complain about the problems they face when trying to identify the NSM / DSM generated tickets.

Solution

Here is an example where in we try to customize the scoreboard in manner that it lists the NSM generated tickets separately.

  • Log onto Service Desk as an administrator.

  • Click on 'Service Desk' tab

  • Click on File -> Choose 'Customize Scoreboard' .

  • Now, on the left hand side of this window (Under 'Select Item' ) click on Administrator (see Figure 1):

    Figure 1:
    Figure 1

  • In the Text box named 'Add New Node' Type - NSM GENERATED TICKETS (see Figure 2):

    Figure 2:
    Figure 2

  • Click on the look up link - 'Node's Stored Query'. (see Figure 3):

    Figure 3:
    Figure 3

  • This will open the Stored Query Search Page for you.

  • Click on the button 'Create New'

  • Give a Code, Label name and describe the Stored Query (see Figure 4):

    Figure 4:
    Figure 4

  • Select the Type from the Drop Down as - 'Request' (see Figure 5):

    Figure 5:
    Figure 5

  • Now the most important part the Where Clause - Type the following in the field (see Figure 6):

    log_agent=U\'195E4197F20E634DBAC8B79341D696D1\'

    Figure 6:
    Figure 6

    Where '195E4197F20E634DBAC8B79341D696D1' is the 'contact_uuid' of the specific analyst.

    In the above case it is for the NSM agent i.e. 'System_NSM_Generated'.

  • Now Click on Save .

  • Once back on the Customize Scoreboard Window , click on 'Add New Node' button.

  • Now Click on Finished button.

  • Log out and log back in.

  • Once back to the Service Desk, click on 'Update Counts' button. You can see the tickets that have been generated by NSM (see Figure 7):

    Figure 7:
    Figure 7

Note: This is applicable even in case say a manager wants to have a list of number of tickets opened by each the Analysts within his team / Group whichever applicable.