In this scenario 3 types of reports will be created; charting functionality to display data relating to cases, a map to depict where
customers are located and a process map to show an overview of information related to all cases in the platform.
The Default Interface will be selected by default. Click on the Default Interface name to open it:
The Edit Interface Page will display. Navigate to the Top Tabs section where any Top Tabs created in the Interface will be
displayed. Click the edit option for the Management Information Top Tab (if the Top Tab needs to be created, click Add New).
As more than one Sub Tab is being created within this Viewport, ensure the Display Sub Tab Navigation option within the
Basics tab is ticked. Click Save
As with some of the Pages created previously, in this example a single Page is being created. Therefore, best practice is to
ensure the Visible option is left to its default setting of Disabled to prevent the Page name being displayed below the Sub Tab name
(as they are both the same).
The first chart will be configured to show a breakdown of all cases by created per month. To do this, click the pencil icon in the
top right-hand side of the Widget to access its Settings.
In the Essentials section of the Settings pane, the following areas can be added / configured:
In the Reported Data, Presentation and Logic sections of the Settings pane, the following areas can be added / configured:
The second Widget space will be configured to allow a search by a date range.
Add a Search Widget based on the TSG Helpdesk Case object and add a Heading 4, Collapsing element to this widget
From the Elements tab, add 2 Generic date fields from the filters section, these will be used to allow the end-user to specify
the start and end dates of the date range used to filter the chart;
Click on the first Generic date field and change its Main label to Date From and change its Comparator to Greater or equal
to.
Click on the second Generic date field and change its Main label to Date To and change its Comparator to Less or equal
to. Finally add a Submit button and change the Text to Search, make sure you also select the option to Show reset button.
The next Page to add within the Management Information Top Tab is a map to display customers by location.
When creating the Reports Page previously, a Viewport was created under the Management Information Top Tab. This same Viewport
will also be used to house the Sub Tab and Page required in order to display customers by location.
Edit the Reports Viewport. Edit the Map Sub tab has which has already been created.
As with the Page created previously, in this example a single Page is being created. Therefore, best practice is to ensure the
Visible option is left to its default setting of Disabled to prevent the Page name being displayed below the Sub Tab name (as they
are both the same).
This Page will be configured to display a map which will plot customers by location. To do this, ensure the Base Object of TSG
Helpdesk Call is selected from the Widget drop-down list on the right of the screen and double-click or drag and drop a Map
Widget into the Page.
Visualization: Selects how the data is shown on the map, in this example via a coloured marker
Location Field: Which Property field is to be displayed on the Widget. In this example, the Customer Object is
selected followed by the Postcode field
Label Field: Select the Property that is to be used as a label on the map, in this example the marker will display the
Case Reference Number when it is clicked on by the user
Constraint Subset: Places a restriction on being able to view records on the map if they are inside the specified
Subset
Destination Page: Defines what happens when a user clicks on a record displayed in the map. In this example it
has been set as the View Case Page.
The final Page to add within the Management Information Top Tab is a Widget to display the overall helpdesk process and
some key data about it.
As with the Page created previously, in this example a single Page is being created. Therefore, best practice is to ensure the
Visible option is left to its default setting of Disabled to prevent the Page name being displayed below the Sub Tab name (as they
are both the same).
This Page will be configured to display the overall TSG Helpdesk process. To do this, ensure the Base Object of TSG Helpdesk
Call is selected from the Widget drop-down list on the right of the screen and double-click or drag and drop a Process Analysis
Widget into the Page.
There is no further configuration required within this Widget (apart from giving it a title).
When viewing it as an end user, the Widget will display data related to the overall process and all cases that have travelled
through it. The Widget can be filtered to view various configurations including the percentage of cases that have completed a
stage and the average duration taken to complete stages in the process.