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New Member

Real Time Data in Request Center

Real Time Data in Request Center

Our Help desk need real time data from the database to support their business. I heard from NewScale that, data was encrypted and it is not accessible from Database. Is there a way we can get the real time data in Request Center? If not, how do you guys publish real time metrics in Request Center?

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New Member

Real Time Data in Request Center

Service form data is encrypted.  However, transactional data is not.  Depending on your version, there is the possibility of making even form data accessible to reporting tools.

What version are you on? What is your server environment?  Which database server are you using?

When posting here it's a little easier for others to help if you include some of that in your post.

Thanks!

New Member

Real Time Data in Request Center

Thank you. Here is the details.

NewScale Version: 8.1

Server Information: Linux

Database Server: Sql Server.

Yes, there are some metrics available in reporting. But it is not real time. Since ETL is taking more time we can not run every 15 min. So the customer wants real time data every15 min to publish their reports. We are ok to provide the database access, but this is not help since data was encrypted.

 

Thank you for your help.

Rao

Real Time Data in Request Center

The metrics available in the newScale reporting solution are:

  • Actual Duration (Task and Service)
  • Standard Duration (Task and Service)
  • On-Time % (Task and Service)
  • Standard Compliance % (Task and Service)
  • Service Volume
  • Task Volume
  • Service Cost and Price
  • Planned Effort
  • Actual Effort

These metrics are described in the Service Reporting and Analytics Data Mart Guide.

New Member

Real Time Data in Request Center

Thank you Satish.

 

I heard that KPI's also pointed to the datamart not to the Request Center Database. If so, it will not be real time. If I was wrong please let me know.

 

Thank you

Rao

New Member

Real Time Data in Request Center

Hi Rao,

To answer your second question. "How do you publish real time metrics in RequestCenter?"

We do that through KPIs. KPIs are accessible from the dashboard tab of Reporting module. These can be configured to be real-time.

Here is the description of KPI from the online help.

"Key Performance Indicators (KPIs) are pre-defined, best practice metrics that help you monitor and manage service reliability, effectiveness, and efficiency. KPI reports can be run, saved and printed from

New Member

Real Time Data in Request Center

You could potentially query or run reports against the transactional db as well.  The views that the ETL jobs use are exposed there.  That could of course potentially impact performance to the production transactional database though.

New Member

Real Time Data in Request Center

Hi Rao,

You are right. By default KPI's are pointed to datamart, but can be customized to  so that they point to RequestCenter database.

 

Here is how we can change this, go to

Administration--> settings--> Customizations

The first setting that you see there would be  "kpiSourceOfData"

Change this setting to "Views"

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