Side Panel Widgets

 
Author
Message
SysAid Technical Writer
1087
 

Settings

Service Desk

Insights Panel Widget List

The insights panel in the SR form displays graphic measurements that provide relevant information about the logged-in admin and/or the current SR. This page allows you to determine which charts are displayed in the panel and how they are displayed.

 

To display a widget in the SR form's insights panel, click the widget's row to open it's form.

 

To change the order in which widget's are displayed in the Insights Panel

  1. Select a widget's check box.
  2. Click Move Widget Up or Move Widget Down until the widget is in the desired position.

 

 

Available widgets

The following widgets are available out-of-the box.

 

Note: If you click on either of the segments of the donut chart, the relevant list displays up to 40 items.

 

Field Name

Description

SRs I Closed Today

Displays the number of SRs you closed today. The donut chart compares that number with the number of your active SRs.

 

This allows for easy access to you open and closed SR queues.

Current SR Group Recent Actions

Displays the number of SRs assigned to the same group as the current SR, that were closed today. The donut chart compares that number with the number of the group's active SRs.

This allows for easy access to your groups, open and closed SR queues.

Request Users SRs

Displays the number of all the open SRs requested by the request user of the current SR. The donut chart compares that number with the number of SRs requested by that user that were closed in the past 30 days.

 

This widget provides easy access to all of the request user's SRs. Some of the SRs may contain relevant information for resolving the current SR.

Similar SRs (Admin by Category) Displays the number of SRs with the same category as the current SR that were submitted in the past seven days. The donut chart divideds the SRs by their assigned admins.

This could help provide a big-picture look at which admins may have experience with the issue you are trying to resolve.

Similar SRs (by Sub Category)

Displays the number of SRs with the same sub-category as the current SR that were submitted in the past seven days. The donut chart divideds the SRs by their assigned admins.

This could help provide a more detailed look at which admins may have experience with the issue you are trying to resolve.

Timer 1

By default this timer is for Time to Repair. The widget displays the the current SRs timer value. The donut chart compares this number with the average value of this timer for SRs with the same category from the past 30 days.

This could provide a relevant measurement of how you're progressing in resolving the SR.

Timer 2

By default this timer is for Time to Respond. The widget displays the the current SRs timer value. The donut chart compares this number with the average value of this timer for SRs with the same category from the past 30 days.

 

This could provide a relevant method for measuring your response time for the SR.

Breach of Agreement

Displays the number of SRs approaching their defined due dates. The donut chart divides the SRs by time remaining until the due date.

This can help you determine the order in which you resolve your SRs, based on the amount of time you have left until their due dates.

My Active SRs by Priority

Displays the number of SRs assigned to you. The donut chart divides the SRs by priority.


This can help you determine the order in which you resolve your SRs, based on the their priority.

Unassigned SRs

Displays the number of all the SRs that have been assigned to one of your groups, but not to a specific admin. The donut chart divides the SRs by assigned group.

 

This can help you ensure that unassigned SRs are not forgotten.

Recently Modified Software Products

Displays the number of software changes made on the request user's asset in the 48 hours before the current SR was submitted. The donut chart compares this number to the number of changes made since the SR was submitted.

 

This can provide a picture of the recent changes in the user's system and allows you to potentially find relevant data for locating the source of the issue and/or resolving the SR.

Relevant KB

Displays the number of knowledge base articles that have the same category as the current SR.

 

This allows admins who open an SR to easily access a list of knowledge base articles with the same category to check if any of them contain information that could be helpful in resolving the SR.

 

SysAider
27
 
Hello,
I don't want to activate the side panel widgets. Now i have a blank space at the right.
How can I use the full width of the screen?


Regards,
Philip Raaijmakers
SysAider
3
 
I'd like to know this as well, as we don't want to use the widgets.
SysAider
18
 
Would also like to know the answer to this question. Also can the Insight Panel be disabled/removed per administrator? Some may want it and some may not.
SysAider
1
 
I agree, for most of us, the Insight Panel is useless. Is there a way to get rid of it? Preferably by user.
SysAider
31
 
I agree - I am already getting requests to remove the Side Panel Widgets altogether. How can we do this?
SysAider
1
 
Please post instructions on how to remove and disable the side panel widgets completely. I disabled each item as per the instructions and it still shows up every time I open an SR and REALLY slows down the whole process and does not provide any valuable information once it opens.
SysAider
1
 
I agree with the rest here. Please provide instructions on how to disable side widgets altogether AND reclaim the screen space
SysAider
5
 
Same request here - the KB panel is useful for Service Desk staff but not for other agents. Please advise how to disable per user.
SysAider
10
 
Same here. In the name of what UI rule do you choose to remove one quarter of the screen to force display some information most people don't need or not all the time.
Having this panel always displayed time or on demand should be obviously an user choice.
SysAider
4
 
Has anyone figured out how to remove these?