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Introduction

Advanced Analytics lets you use statistics, from simple to complex, in real-time. It allows you to analyze and crunch the data you already captured in your OTRS solution. You can setup individual filter criteria to make informed decisions and manage risks based on trends.

Advanced Analytics retrieves new data from the connected OTRS every minute. This data is used in the statistics and is also available for filters and full text search.

The user interface consists of:

Main area for the presentation of statistics.

Navigation bar and button bars.

Sidebar with the avatar menu.

After logging in to Advanced Analytics, the dashboard overview is displayed in the main area. The area is used to manage the different dashboards. On the initial login, this area is empty and must be filled with one or more dashboards. The dashboard permissions are global. All users have access to the same dashboards.

Dashboard Overview

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Usage

Create New Dashboard

New dashboards can be created by clicking the Create New Dashboard button on the dashboards overview.

New Empty Dashboard

After clicking the Create New Dashboard button, a new empty dashboard appears in the content area. Now, you can add panels to the dashboard.

Adding Visualization Panels

To add a visualization panel click on the button Add Panel.

Add Visualization Panel

Click on a visualization panel from the list. The visualization panel is automatically added to the current dashboard.

Click and hold the bottom right corner of a visualization panel to adjust the display size of the visualization panel.

All visualization panels can be moved within the content area of the dashboard via drag&drop by clicking on the header bar of a visualization panel.

Customizing Panels

Click on the gear icon in the top right corner of a panel and select Customize Panel to set a title for the panel or to reset the title to its default.

Customize Panel

Deleting Panels

Click on the gear icon in the top left corner and select Delete From Dashboard to delete the panel from a dashboard.

Click on the Save button in the navigation bar after finishing the arrangement and customization of the visualization panels in order to save the dashboard.

Save Dashboard Dialog

The option Store time with dashboard can be activated if you want to set the time filter to the current time each time the dashboard is loaded.

Adding Filters

Click on the Add a Filter button at the top of the content area to add filters.

Add Filter

Each of the available fields are subdivided according to the “objects” to which they belong. If there are e.g. ticket-related and appointment-related panels on a dashboard, the drop-down contains sections like otrs_ticket_analytics with fields from tickets and another section like otrs_appointment_analytics with fields from appointments.

Note

If one or more of the panels type does not match the selected filter, the panels will not display any data after applying the filter. This happens, e.g., for appointment data panels if the filter contains ticket related fields.

Using Dashboards

Click on a dashboard from the dashboards overview to display a dashboard. The displayed data in the panels of the dashboard is automatically refreshed depending on the refresh interval that has been selected.

Click on the gear icon at the top right corner of a panel to view the panel options.

Panel Options

Depending on the panel type there can be options like enlarging or inspecting a panel.

If you select Inspect, a widget opens on the right side. This widget displays additional data and requests.

Setting Time Range

Click on the clock icon in the top right of the navigation bar to set up the time range of the displayed data. There are several options to set the time range:

Quick

In this tab, you can quickly select pre-configured quick time ranges.

Quick Time Range

Absolute

In this tab you can select the absolute time range by using the calendar.

Absolute Time Range

Relative

In this tab you can select a relative time range seen. When you click on the tab, the system chooses the time when the tab was opened as the starting point for the time range.

Relative Time Range

Click on Set to Now if you want to set the time point to the current time.

Recent

In this tab you can select time ranges for recent times.

Recent Time Range

Setting Refresh Interval

Click on Auto-refresh in the top right of the navigation bar to set up the refresh interval of the displayed data.

Set Refresh Interval

It is also possible to switch the auto refreshment operations completely off.

Editing Dashboards

Click on Edit in the column Actions in the dashboards overview or in the navigation bar if a dashboard is already selected and displayed.

Cloning Dashboards

Click on Clone at the navigation bar to clone an existing dashboard.

Search

You can use the search bar to perform a full text search for filtering certain object data that is relevant to the displayed statistics of a dashboard. If the search term cannot be found in the data of any of the relevant objects the panel does not displays any data.

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Index