Service Request Dashboards

Dashboard reports are available in the SRC - Service Request snapshot. This topic describes the reports in two of the dashboards.

Note: The dashboard reports are multi-view reports. You can add additional views to improve your request fulfillment process. Multi-view reports can be edited from the Reports pane in the SBM User Workspace.

Tip: Set a dashboard report as the home page report by opening the Service Request application in the User Workspace, clicking the Application Settings icon (

), and then choosing the report under Home Page Report.

Service Requests Dashboard

The Service Requests Dashboard is designed to give managers and staff an overview of existing requests and possible problem areas. It includes the following reports.

Active Requests by Type gives an overall view of the distribution of requests based on their type.
Active Requests by State shows requests and whether the number of requests has reached a threshold. This graph allows the team to be proactive in addressing issues and keeping them under the critical threshold.
Requests Time in State (SLA) shows the duration of time that requests remain in each state. Requests are grouped by priority.
Requests Elapsed Time by Type shows how long current requests have been in an open state such as Business Approval, Classification, or Fulfillment.

Worklist Dashboard

The Worklist Dashboard is designed to give fulfillers easy visibility into requests waiting in a queue and requests for which they are the primary owner or a secondary owner. It supports the Group Queues feature, and includes the following reports:

Unassigned Requests in Queue States shows the number of requests that are in each queue state, and therefore not assigned to a fulfiller.
My Request Worklist lists each request for which the current user is the primary owner.
Requests where I am the Secondary Owner lists each request for which the current user is a secondary owner. A request can be assigned to anyone who is a secondary owner.