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

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

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:
  

  <Please see attached file for image>

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

  <Please see attached file for image>

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

  <Please see attached file for image>

  
  
  
• 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:
  

  <Please see attached file for image>

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

  <Please see attached file for image>

  
  
  
• Now the most important part the Where Clause - Type the following in the field (see Figure 6):
  
  log_agent=U\'195E4197F20E634DBAC8B79341D696D1\'
  
  Figure 6:
  

  <Please see attached file for image>

  
  
  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:
  

  <Please see attached file for image>

  

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.

Environment

Release:
Component: ARGIS