Abstract
Power BI can also be used for non-Office 365. An example that we have found helpful is in monitoring Remedy tickets. Remedy is an IT Service Management software that manages incidents, work orders, and other items. An important task is monitoring ticket status, how long they have been open, whether they have been assigned, and other tasks. Before Power BI, this had been accomplished by exporting data from Remedy to Excel and then creating charts. Not only was this labor-intensive, but the data was stale by the time it was presented at a staff meeting. Figure 83 shows one of our Power BI dashboards. It covers data from the previous 90 days and shows the number of tickets by support group (section), the status, the organization (Mission Element) with the issue, who submitted the ticket, who the ticket was assigned to, and so on.
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Notes
- 1.
As we will discuss later in the chapter, finding out the submitter for a ticket was a major issue. This was because technicians use their Common Access Card to log into the system. This in turn meant that the “login” info in Remedy was a number associated with this card. Going into the Remedy to view a ticket only showed this number. We fixed this with Power BI.
- 2.
This approach is not documented. After mentioning it to BMC personnel, I did a webinar for one of their support executives, who was excited about the possibilities and planned to show it to other customers.
- 3.
One problem was that Power BI has a limit of 10,000 tables/views. So I could actually select the views I wanted. Instead, just pick any table. Then go into the Advanced Editor and put the correct view name in there. Rename the query to match the correct view name.
- 4.
In a nutshell, incidents are things that are broken (like being unable to send an email), while work orders are new work (like creating an account).
- 5.
Since these were not documented, figuring out what each number represented meant looking in the database for the status and then looking that ticket up in the Remedy to see how its status was represented.
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© 2019 Jeffrey M. Rhodes
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Rhodes, J.M. (2019). Power BI Case Study: Monitoring BMC Remedy Help Tickets. In: Creating Business Applications with Office 365. Apress, Berkeley, CA. https://doi.org/10.1007/978-1-4842-5331-1_13
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DOI: https://doi.org/10.1007/978-1-4842-5331-1_13
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