ServiceGrid Article - SD.Cockpit

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Contents

Overview

SD.cockpit provides customizable views on data and information in terms of business graphic reports, lists, documents, and links to external data sources.
The elements of SD.cockpit can be viewed by the cockpit user by browsing through a hierarchy of groups like sections in a book.
The collections of groups and elements are built together by the cockpit administrator for the different target groups of users. Thus, SD.cockpit is a tool to compose different views of information about status, service level, and of background information on service processes for service managers, support persons, and customers.

SD.Cockpit.png


SD.cockpit Users and Roles

  • The collection of data views and reports is provided to the cockpit users by the cockpit administrator.
  • The administrator designs and builds the different cockpit groups and elements and provide them to different groups of cockpit users. For more information, refer to the SD.Cockpit Setup document.
  • The cockpit users are workflow users who want to see the exact information (data, key performance indicators) they need for their business. Hence, cockpit users should have a compact and easy-to-use view of information. Cockpit users should have a simpler and faster way to navigate through the data by a click.

SD.cockpit Functions

The following table list the different cockpit functions:

Functions for users - SD.cockpit Usage
Functions for administrators  - SD. cockpit setup
  • Select a cockpit group.
  • Select a cockpit element.
  • Switch between graphic, list, and table presentation.
  • Change the Graphic Controls.


  • Add new cockpit top layer groups.
  • Add new cockpit groups.
  • Change or delete cockpit groups.
  • Definition of access permissions for cockpit groups.
  • Create new cockpit elements within a cockpit group.
  • Attaching documents as cockpit elements.
  • Integrating external applications through http URLs.
  • Defining the graphic presentation of business graphics.
  • Defining schedulers for automated mail and archive exports.


SD.Cockpit Usage

Following are a few things which a cockpit user should know:

SD.cockpit Demo

All the examples used in this document are taken from the Cisco ServiceGrid demo account, namely:

Cisco ServiceGrid Demo Account SD.Cockpit

SD.cockpit

SD.cockpit is a module of the Cisco ServiceGrid application.

The following are the features of SD.Cockpit:

  • To give the cockpit user a selection of date and information ordered in groups and subgroups like the sections in a book for easy to browse and navigate through.
  • The data information elements (called cockpit elements) may be either reports from the Cisco ServiceGrid database (for example, call volume reports, servicelevel reports, call lists, and so on) or external data like documents linked into the cockpit as attachments (for example, contracts documents, operating procedures, and so on) or data from other applications (monitoring data).
  • The content of the SD.cockpit is built together by the so-called cockpit administrator, who is responsible to collect and order the groups in the cockpit following the needs of the users.
  • The role of the cockpit administrator is comparable to the editor of a book.

Image1 SD.UsingCockpit.png

Cockpit top layer groups, sublayer groups and elements

The following are the two layers of cockpit groups:

  1. Top Layer- It is displayed on the menu bar.
  2. Sublayer groups- These are displayed in a tree on the left side of the screen.

Image2 SD.UsingCockpit.png

Within the cockpit groups, a number of cockpit elements hold the information (lists, graphics, links, attachments, and so on).

A cockpit user will see all cockpit groups for which the user has the permission to access (and not more than that).
Navigating through the cockpit is easily done by clicking on the cockpit group entries or elements.

Functions

The following are the functions for a cockpit user:

Functions
Description
Select a top-layer group
A top-layer group is selected by clicking on the group entry in the menu bar; the sublayers will be displayed as tree on the left side of the screen.
Select a sublayer group or element in the sublayer tree
You can navigate through the tree by clicking on group entries or elements.
Expand all or Collapse All
The tree can be expanded or collapsed by clicking on the links on top of the tree.
Dashboard View and Element View
The content of a cockpit group can be displayed in two ways:
  1. The dashboard view shows all elements of the group on the right side of the screen.
  2. The element view shows one element at a time on the right side of the screen.


Cockpit administrator defines whether a cockpit group could be displayed as dashboard.

In the dashboard view, the elements of the Cockpit group are displayed as dashboard tiles on the right side of the screen.

Image3 SD.UsingCockpit..png

In the element view, the first element of the Cockpit group is displayed on the right side of the screen.

Image4 SD.UsingCockpit..png


Functions

The following are the functions of Dashboard View and Element View:

Functions
Description
Select an element from the dashboard
When clicking an element in the dashboard, the cockpit element will be displayed as a single element on the right side of the screen.
Select an element from the tree
When clicking an element in the tree, the cockpit element will be displayed as a single element on the right side of the screen.


Dashboard Update

Whenever a cockpit group is displayed in the dashboard view, the cockpit elements are taken from an archive to speed up the display on the screen. Hence, the dashboard view may not contain the actual data. Date and time of the last update is displayed on top of the dashboard:

To refresh the data, click on the Update function link.

The data will then be retrieved from the database which may take a few seconds, depending on the data volume.

Scheduled Mail Publications and Archives

Using the scheduler function, it is possible to send the content of cockpit groups per email to selected persons automatically or to store the content of a cockpit group automatically as a snap shot in an archive. This function has to be customized by the cockpit administrator.

For more details about customizing schedulers, refer to the SD Cockpit Setup document.

As a cockpit user, you may access the stored snap shots in the archive or check which content was sent automatically by email.
Within a cockpit group, additional elements in the tree appear if one or more than one schedulers exist.
By expanding the scheduler, you can see the content of the archive ordered by date and time.

Schedulers can only be changed or new schedulers can only be added by the cockpit administrator -> SD Cockpit Setup.

Selecting a top layer cockpit group

To select a top layer cockpit group, click on the name of the group.

When selecting a top layer cockpit group, the content of the group (dashboard or the first element of the group) will be displayed on the right side of the screen.

The sublayer tree of the group will be displayed as a tree on the left side of the screen.

Functions

Functions
Description
Select an element from the dashboard
When clicking on an element in the dashboard, the cockpit element will be displayed as a single element on the right side of the screen.
Select an element from the tree
When clicking on an element in the tree, the cockpit element will be displayed as a single element in the right side of the screen.
Expand all or Collapse all
The tree can be expanded or collapsed by clicking on the links on top of the tree.
Update
The elements in the dashboard are loaded from the archive.


To refresh the data, click on the Update link.

Selecting a sublayer cockpit group

The sublayer group is selected by clicking on the name of the group in the navigation tree.

When selecting a sublayer cockpit group, the content of the group (dashboard or the first element of the group) will be displayed on the right side of the screen.

Functions

Functions
Description
Select an element from the dashboard
When clicking on an element in the dashboard, the cockpit element will be displayed as a single element on the right side of the screen.
Select an element from the tree
When clicking on an element in the tree, the cockpit element will be displayed as a single element on the right side of the screen.
Expand all or Collapse all
The tree can be expanded or collapsed by clicking on the links on top of the tree.
Update
The elements in the dashboard are loaded from the archive.


To refresh the data, click on the Update link.

Selecting a cockpit element within a group

The element is selected by clicking the element name in the navigation tree.

When selecting a cockpit element, the element will be displayed on the right side of the screen. The presentation form depends on the type of the cockpit element.

There are four different types of Cockpit elements:

  • List elements
  • SD.reports
  • Weblinks (URLs)
  • Attachments

Depending on the type of the element, different functions are available.

List elements

List elements will be displayed initially either as a list, table or as a business graphic chart.

Switch between graphic, list and table presentation

Use the links List, Graphic, Table to switch between the three presentation forms:

  • List
  • Table
  • Graphic

Functions

Functions
Description
List
The list presentation is displayed. Within a list, you can change the filter values and drill down into the details of the data.
Graphic
The graphic presentation is displayed. Within the graphic presentation, the graphic control parameters can be changed.
Table
The table presentation is displayed.


Presentation form List

The list presentation displays the data records as defined in the underlying list setup. Navigation, selection, and sorting are possible in the same functionality as in the other modules of Cisco ServiceGrid (SD.call, SD.inventory, BasicData, and so on).

The user may drill down the list by clicking on a line in the list. The resulting selection is displayed as a new list.
The user may drill down to the detail by clicking on a line in the list. The detail will be displayed on the screen.

Presentation form Table

The presentation form table displays the data records in a simple table on the screen. Neither selection nor sorting is possible.

Presentation form Graphic

The presentation form graphic displays the grouped data records as a business graphic. The presentation form graphic can only be applied to grouped setups.

Changing the Graphic Controls

Graphic Controls are used to change the business graphic presentation of the data.

The following basic graphic types are available:

  • Bar chart
  • Bar chart horizontal
  • Line chart
  • Pie chart
  • Area chart
  • Dial chart

To change the graphic controls of a business graphic, use the Graphic Controls function link.

The graphic controls form will be displayed as a popup window.

To change the settings, follow these steps:

Step 1: Click the Graphic Controls function link.
Step 2: Change the settings.

Step 3: Click GO.

The data will be displayed in the selected business graphic type.

Graphic Control Parameters

Depending on the Graphic Type, a number of parameters are used to define the presentation of the business graphic:

Parameter Types
Bar Horizontal Pie Line Area Dial
Mode standard

The standard display mode showing each value separated.

Bar Horizontal Pie Line Area Dial
Mode standard

The standard display mode showing each value separated.

Yes Yes Yes Yes Yes No

Mode stacked

Values are stacked.

Yes Yes No No No No

Mode layered

Values are separated, but displayed as transparent layers.

Yes Yes No No No No

Width

The width of the graphic on the screen. Default value is 700 pt.

Yes Yes Yes Yes Yes Yes

Height

The height of the graphic on the screen. Default value is 528 pt.

Yes Yes Yes Yes Yes Yes

Percentage
The values are calculated and displayed as percentages.

Yes Yes Yes No No No

3D

3D effect.

Yes Yes Yes Yes No No

Values

Values are displayed.

Yes Yes Yes Yes Yes No

Legend

A legend is displayed.

Yes Yes Yes Yes Yes No

Average

The average per value set is calculated and displayed as a line.

Yes Yes No Yes Yes No

Low

Start value, color, and text of the low area of the dial.

No No No No No Yes

Medium

Start value, color, and text of the mid area of the dial.

No No No No No Yes

High

Start value, color, text, and end value of the high area of the dial.

No No No No No Yes


A set of samples is given in the following section.

Image5 SD.UsingCockpit..png


Image6 SD.UsingCockpit..png

Image7 SD.UsingCockpit..png

Image8 SD.UsingCockpit..png

SD.reports

SD.reports will be displayed in the same form as in the SD.report module.

Weblinks (URLs)

Weblinks allow access to other WEB (Internet or Intranet) pages. In this case, the content of the WEB page will be displayed either in a new browser window or on the right side of the screen.

Attachments

Attachments will be displayed in a new window or on the right side of the screen depending on the file type of the attachment:

  • JPG or HTML file types will be displayed on the right side of the screen.
  • All other file types will be displayed in a new window depending on the setups of the operating system being used.


SD.Cockpit Setup

The setup function is used by administrators to create or update the SD.cockpit view. The following functions and features are available within the setup function:

  • Add new cockpit top layer groups
  • Add new cockpit groups
  • Change or delete cockpit groups
  • Definition of access permissions for cockpit groups
  • Create new cockpit elements within a cockpit group
  • Defining the graphic presentation of business groups
  • Defining schedulers for automated mail and archive exports

SD.cockpit Setup

The administrator uses the SD.cockpit setup function to provide one or many cockpit views for different cockpit users. The following sections describe the steps and functions in detail.

Adding a New Top Layer Group or New Cockpit Group

The top layer groups are displayed in the menu bar on the screen. The Setup function is always displayed inthe first (left most) position.

To create a new top layer group/new cockpit group, follow these steps:

Step 1: To create a new top layer group, click on the top element of the tree. To create a new cockpit group, proceed with step 2.

Step 2: Click on the Add Cockpit Group. The master data form of the cockpit group is displayed.

Step 3: Enter the data in the fields.

Step 4: Click Save.

The new top layer group / cockpit group is created and displayed in the menu bar with the selected name and in the selected sequence.

Cockpit group master data fields and description

Field Name
Field Type
Field Description
ShortName
Mandatory
Short name of the cockpit group.
Name Mandatory
Name of the cockpit group displayed in the menu bar.
SeqNr
Mandatory
Sequence number in the menu bar.
Owner

Create the cockpit group and modify the group settings irrespective of the other permission settings.
Display Dashboard

A flag specifying whether the elements in the group are displayed as dashboard.
Nr of columns in the dashboard

Number of columns in the dashboard.
Title
Optional
Title of the cockpit group displayed in the title of the dashboard.
Subtitle
Optional
Displayed as subtitle in the dashboard.
Description
Optional
Text displayed below the subtitle in the dashboard.
Column Width

Column width used in the dashboard .
Row Height

Row height used in the dashboard.


Changing a Cockpit group

To change the cockpit group master data settings, follow these steps:

Step 1: Click on the cockpit group in the tree.

Step 2: Click the Change Cockpit Group function link.

Step 3: Change the data in the desired fields.

Step 4: Click on the Save button to save the changes or click Cancel to discard the changes.

Deleting a Cockpit Group

To delete a cockpit group, follow these steps:

Step 1: Click on the cockpit group in the tree.

Step 2: Click the Delete Cockpit Group function link.

Step 3: Click the Save button to confirm the deletion task or click Cancel to discard the deletion task.

Defining Permissions of Cockpit Groups

Viewing permissions of cockpit groups depends on the permission group of the user and the membership in organizations. Each user can see only the cockpit groups,

  • for which the user is granted permission
  • for the organizations where the user is a member

This function allows the cockpit administrator to manage users in an organization to view the cockpit groups they have access to.

Setting Permissions of Cockpit group

By default, a new cockpit is visible only to the owner of the cockpit group who originally created the group. The group owners can grant permissions in two ways for other users to view the cockpit group:

  • Setting organizational permissions
  • Setting permission group permissions

Setting organizational permissions

To set organizational permissions, follow these steps:

Step 1: Click the cockpit group in the tree.

Step 2: Click the Set Permissions function link. The form to set the organizational permission will be displayed on the screen.

Step 3: Click the flag of those organizations that should have access to the cockpit group.

Step 4: Select Change Organizations Permissions available at the bottom of the list.

Step 5: Click the Submit button to submit the settings. The form to set the permission group is displayed.

Setting permission group permissions

Step 6: Click the flag of those permission groups that should have access to the cockpit group.

Step 7: Select Change Group Permissions available at the bottom of the list

Step 8: Click the Submit button to submit the settings.

The cockpit group permissions are set now and the cockpit group is available for all users in the selected organizations and the selected permission groups.

Viewing and changing permissions of a cockpit group

The existing permissions of a cockpit group can be changed. To view and change the permissions of a cockpit group, follow these steps:

Step 1: Click the cockpit group entry in the tree.

Step 2: Click the View Permissions.

Step 3: Click the Change Organizations function link to change the organizational permissions.

Step 4: Click the Change Permissions function link to change the permission group permissions.

Creating New Cockpit Elements within a Cockpit Group

Managing cockpit elements in a cockpit group

Within a top layer cockpit group, one or many cockpit elements can be added. A cockpit element can be

  • a cockpit group (providing a hierarchical structure)
  • a list or business graphic generated out of a list group
  • a SD.report
  • a URL link
  • an attachment

To add a new cockpit element, follow these steps:

Step 1: Click the cockpit group in the tree.

Step 2: Click the Add an element function link. A new form will all available element types will be displayed.

Step 3: Select an element type to add through the function links.

Adding a report to a cockpit group

To add a report to a cockpit group, follow these steps:

Step 1: Click the SD.report element in the tree.

Step 2: Click the Add a report function link.

Step 3: Select the SD.report type to add a new SD.report as cockpit element.

Step 4: Enter the data in the fields displayed in the SD.report detail form.

Step 5: Click the Save button.

For more details about SD.report, refere to the document SD Report.

Changing or Deleting a report from the cockpit group

To change the SD.report parameter settings, follow these steps:

Step 1: Click the SD. report element in the tree.

Step 2: Change the data in the fields.

Step 3: Click the Save button to save the changes or click Cancel.

To delete a SD.report, follow these steps:

Step 1: Click the SD.report element in the tree.

Step 2: Click the Delete report function link.

Step 3: Click the Save button to confirm the deletion task or click Cancel to cancel the deletion task.

Adding a list to a cockpit group

To add a list to a cockpit group, follow these steps:

Step 1: Click the cockpit group in the tree.

Step 2: Click the Add a list function link. the available list setups as follows will be displayed.

  • All standard setups provided by ServiceGrid (marked iwth a * symbol in the ShortName).
  • All customer specific setups marked as "Available for Cockpit" or "Available for Both".

Step 3: Enter the search parameters to search for a list setup.

Step 4: Click the GO button.

Step 5: Click the name of the desired setup.

Step 6: Enter the fields in the master form that will be displayed.

Step 7: Click the Save button to save the changes or click Cancel to discard the changes.

Field Names and Descriptions for List Setups

Field Names
Field Description
SetUpID
Internal ID of the list setup used. This is a read-only field.
SetUpShortName
Short name of the list setup used. This is a read-only field.
SetUpName
Name of the list setup used. This is a read-only field.
ListType
Displays the list type. This is a read-only field.
Name
Name of the list displayed in the tree on the left side. This is a mandatory field.
SubTitle
Subtitle of the list displayed in the title of the list. This is an optional field.
Description
Text displayed below the subtitle in the list. This is an optional field.
SeqNr
Sequence number in the cockpit group. This is a mandatory field.
IsPartOfDashboard
A flag specifying whether the list is displayed in the dashboard provided that the group is a dashboard group.
DisplayFilterValues
A flag specifying whether the filter values of the setup are displayed in the graphics and table view.
ListLink
A flag specifying whether the List function link is available in the graphics and table view.
TableLink
A flag specifying whether the Table function linkk is available in the graphics and list view.
GraphicLink
A flag specifying whether the Graphic function link is available in the table and list view.
TreeLink
A flag specifying whether the Tree function link is available in the list view.
GraphicControls
A graphics control setting can be selected. All standard graphic controls and all customer specific graphic controls are listed.


Standard List setups

More than 300 standard list setups are available for SD.cockpit. Standard list setups are provided by ServiceGrid. The list setup name of the standard setups contains keywords describing the content of the list setup.

List Setups by Keyword Description

List Setup Name
Description by Keyword
Call List setups
Analyzing the call volume in the categories of Incident, Problem, Change, Release, Service.
Incidents List setups
Analyzing Incidents
Problems List setups
Analyzing Problems
Changes List setups
Analyzing Changes
Release List setups
Analyzing Release
Orders List setups
Analyzing Orders
Services List setups
Analyzing Services
Volume List setups
Analyzing the volume in different categories and different timelines.
Open List setups
Analyzing open calls
Closed List setups
Analyzing closed calls
Servicetime List setups
Analyzing the service time (Acknowledge, Response, Recovery)
SL List setups
Analyzing the service level (Response, Recovery)


List Setup by Name Description

List Setup Name
Description by Name
Calls Volume 1 Month
Summarizes the call volume in the last month.
Calls Open per Queue SL Recovery
Analyzes all open calls per queue and calculates the service level for recovery time

Incident Volume per Category 12 Months
Summarizes the incident volume per category in the last 12 months.
Incidents Open per Level
Calculates the open incidents per level (1/2/3).
Problems Servicetime 3 Months
Calculates the average service time for all problems in the last 3 months.
Changes closed per queue
Analyzes the number of change requests closed per queue .


Defining the graphic presentation of business groups

Changing the graphic controls

The graphic controls specify the business graphics presentation in the graphics view. The standard list setups have a graphic control record already assigned. If you want to change the graphic control assigned to a list setup, you can select another graphic controls record. There are two types of Graphic Control records:

Standard Graphic Controls provided by ServiceGrid (marked with a * symbol in the ShortName).
Customer specific Graphic Controls can be created for the company by the administrator.

To change a Graphic Control record (standard or customer specific), follow these steps:

Step 1: Click the cockpit element.

Step 2: Click the Change List function link.

Step 3: Select another Graphic Control record.

Step 4: Click the GO button to save the changes.

NOTE: If you don't assign another Graphic Control record, the Graphic Control assigned to the selected list setup is used.

Standard Graphic Controls

A number of ServiceGrid specific standard Graphic Control settings are available.

  • ARN Area
  • ARS Area Stacked
  • BVN Bar vertical
  • BVP Bar vertical percentage
  • BVS Bar vertical stacked
  • BHN Bar horizontal
  • BHP Bar horizontal percentage
  • BHS Bar horizontal stacked
  • BVP Bar percentage
  • BVS Bar stacked
  • LIN Line
  • PNV Pie with no values
  • PWV Pie with values

Creating Company specific Graphic Controls

To create your own (company specific) graphic controls, follow these steps:

Step 1: Go to BasicData/MyCompany/Setups.

Step 2: Select the Graphic Control menu item.

A list of all already defined company specific graphic controls will be displayed. Click on the ShortName of a line in the list to change an existing company specific graphic control or use the Create a new Graphic Control functionlink to create a new company specific graphic control.

Graphic Control Parameters

Depending on the Graphic type, a number of parameters are used to define the presentation of the business graphic.

Parameter Type
Description
Values
Bar, Horizontal, Pie, Line, Area, Dial
-
-

Mode standard
Values are separated in the standard display mode.
Yes Yes Yes Yes Yes No
Mode stacked
Values are stacked.
Yes Yes No No No No
Mode layered
Values are separated but displayed as transparent layers.
Yes Yes No No No No
Width
The width of the graphic on the screen. Default value is 700 pt.
Yes Yes Yes Yes Yes Yes Yes
Height
The height of the graphic on the screen. Default value is 528 pt.
Yes Yes Yes Yes Yes Yes Yes
Percentage
The values are calculated and displayed as percentages.
Yes Yes Yes No No No
3D
Displays the graphic with 3D effect.
Yes Yes Yes Yes No No
Values
Values are displayed.
Yes Yes Yes Yes Yes No
Legend
A legend is displayed.
Yes Yes Yes Yes Yes No
Average
The average per value set is calculated and displayed as line.
Yes Yes No Yes Yes No
Low Start
Value, color and text of the low area of the dial
No No No No No Yes
Medium Start
Value, color and text of the mid area of the dial.
No No No No No Yes
High Start
Value, color, text and end value of the high area of the dial.
No No No No No Yes


IsDefault flag: A custom graphic control set can have the flag IsDefault activated. If this flag is checked, any cockpit element that doesn't have its own graphic control set being defined, will use the default graphic control. Selecting another graphic control in the list setup master data overrides the default flag. If a second custom cockpit group is defined as default, the first one will be automatically set to "No" for the IsDefault flag.

Changing a list

The list master data can be changed or deleted.

To change the list data settings, follow these steps:

Step 1: Click on the list entry in the tree.

Step 2: Click the Change List function link.

Step 3: Change the data in the fields. Another list setup can be selected.

Step 4: Click Save to save the changes or click Cancel to discard the changes.

Deleting a list

To delete a list, follow these steps:

Step 1: Click on the list entry in the tree.

Step 2: Click the Delete List function link.

Step 3: Click the Delete button to confirm the deletiion task or click Cancel button to cancel the deletion task.

NOTE: Deleting a list means ONLY deleting the reference to the list. In other words, the list setup will still exist in the database and can be used further.

Add an attachment to a cockpit group

To add an attachement to a cockpit group, follow these steps:

Step 1: Click on the cockpit group in the tree.

Step 2: Click the Add an attachment function link. The upload form will be displayed.

Step 3: Click the Search button to select a file from the local file system (s) accsessible through the network. This is function is an OS function.

Step 4: Update the attachment master data, if needed.

Step 5: Click Save to save the changes or click Cancel to discard the changes.

Field Name
Field Description
FileName
Name of the file attachment.
FileSize
Size of the file attachment.
Name
Name of the file attachment displayed in the tree on the left side.
SeqNr
Sequence number in the cockpit group.
IsPartOfDashboard
A flag specifying whether the attachment is part of the dashboard.


Changing Attachments

To change the attachment master data setting, follow these steps:

Step 1: Click on the cockpit group in the tree.

Step 2: Click the Change Attachment function link.

Step 3: Change the data in the fields.

Step 4: Click Save to save the changes or click Cancel to discard the changes.

Deleting Attachments

To delete an attachment, follow these steps:

Step 1: Click on the cockpit group in the tree.

Step 2: Click the Delete Attachment function link.

Step 3: Click Save to confirm the deletion task or click Cancel to discard the deletion task.

Adding an URL to a cockpit group

To add an URL to a cockpit group, follow these steps:

Step 1: Click on the URL entry in the tree.

Step 2: Click the Add an URL function link.The master data form will be displayed.

Step 3: Enter the data in the form fields.

Step 4: Click Save to save the changes.The new URL will be created and displayed in the tree with the selected name and in the selected sequence.

Field Name
Field Description
ID
Internal ID of the URL.
Link
Web link URL. The syntax of the URL should be http:// or https://
Name
Name of the URL displayed in the tree on the left side. This field is mandatory.
SeqNr
Sequence number in the cockpit group.
IsPartOfDashboard
A flag specifying whether the URL is part of the dashboard.
OpenInSame Window
A flag specifying whether the web page will be opened in the same browser window in the left side or a new windows will be opened. The flag is set for security reasons and should be commited by the editor of the URL master data.
Editor Editor of the URL master data.
EditTime
Edit time of the URL master data.


Changing an URL

To change the URL master data settings, follow these steps:

Step 1: Click on the URL entry in the tree.

Step 2: Click the Change URL function link.

Step 3: Change the data in the fields.

Step 4: Click Save to save the changes or click Cancel to discard the changes.

Deleting an URL

To delete an URL, follow these steps:

Step 1: Click on the cockpit group in the tree.

Step 2: Click the Delete URL function link.

Step 3: Click Save to confirm the deletion task or click Cancel to discard the deletion task.

Defining schedulers for automated mail and archive exports

The scheduler function provides a scheduled publicatio of cockpit elements per mail or a schedule storage of cockpit elements in the archive.

Adding a scheduler to a cockpit group

To add a new scheduler to a cockpit group, follow these steps:

Step 1: Click on the cockpit group in the tree.

Step 2: Click the Add a Scheduler function link.

Step 3: Enter the fields in the scheduler master data record.

Step 4: Click Save to save the changes or click Cancel to discard the changes.

Field Name
Field Description
CockpitGroup
Name of the cockpit group is set automatically.
ID
Internal ID of the scheduler.
Name
Name of the scheduler.
IsActive
A flag specifying whether the scheduler is active.
Destination
Destination of the data will be "Mail" or "Archive".
Format of Reports (Mail)
Format of the data will be PDF or CSV.
FieldSeparator of List
Field separator in case of CSV format.
TextSeparator of List
Text separator in case of CSV format.
Period
Period between the scheduled publications will be Daily or Weekly or Monthly or Yearly.
StartTime
Start time of ths Scheduler.
StartMonth
Start Month if the period is "Yearly".
StartWeekDay
Start week day if the period is "Weekly".
StartDay
Start day if the period is "Monthly".
EMFrom
Sender mail address to be used if the destination in "Email".
EMSubject
Email subject if the destination is "Email".
Description
A description of the scheduler.
Max Number of Archives
Maximum number of archive records to be stored before deleting old records.
IncludeChildGroups
A flag specifying whether child groups should be included in the publication.
NextStart
Next start date and time is calculated automatically.
LastStart
Last start date and time is set automatically.


Changing a scheduler

To change the scheduler settings, follow these steps:

Step 1: Click on the scheduler name entry in the tree.

Step 2: Click the Change the Scheduler master data function link.

Step 3: Change the data in the fields.

Step 4: Click Save to save the changes or click Cancel to discard the changes.

Deleting a scheduler

To delete a scheduler, follow these steps:

Step 1: Click on the scheduler name entry in the tree.

Step 2: Click the Delete Scheduler function link.

Step 3: Click Save to save the changes or click Cancel to discard the changes.

Add mail receivers to a mail scheduler

The receivers of a mail scheduler should be set separately. Only the creator of the scheduler is assigned as receiver to the mail scheduler initially and can be able to add other receivers to the mail scheduler.

To add other receivers to a mail scheduler, follow these steps:

Step 1: Click the Change receivers function link.

Step 2: Mark all users who are to be added as receivers.

Step 3: Select Change receivers of scheduler.

Step 4: Click the Submit button.

The selected users will be added as receivers to the mail scheduler.


For more information on user's functions, refer to the SD.Cockpit Usage document.

For more information on administrator's functions, refer to the SD.Cockpit Setup document.

SD.cockpit Use Cases

The following are the cockpit use cases:

  • Build a reporting platform for the different service processes in your organization.
  • Design a comprehensive view of all service KPIs.
  • Integrate or attach process documentation in the reporting platform.
  • Integrate external applications through http URLs.
  • Provide cockpit views to your service partners or service customers.
  • Use drill down functions to analyze specific situations.
  • Present the KPIs in different business graphics.
  • Provide an easy-to-use monitoring tool for end users or customers.
  • Collect the most importent KPIs for the management in one dashboard.

SD.cockpit important Features

The following are some of the important cockpit features:

  • Data and Information presented in the SD.cockpit can be retrieved from different data sources. Hence, SD.cockpit is used to collect and provide information from different data sources inside the Cisco ServiceGrid database and from data sources outside Cisco ServiceGrid.
  • Data from the Cisco ServiceGrid Database (Calls, Locations, Users, Devices) is the base for SD.reports and lists, tables, and business graphics. These information sources are used to provide service level reports, volume reports, and all kinds of service process KPIs.
  • External documents can be integrated as attachments to provide documentation to the cockpit user.
  • External data sources through web-links (URLs) are used to link to other applications, to provide data from monitoring or alerting systems, or to access documents through web links from document servers.

SD.cockpit and SD.report compared

The following table describes the comparison between SD.report and SD.cockpit:

SD.report
SD.cockpit
SD.report was released in 2003 and provides easy-to-handle KPI reports on call volumes, service levels, and service time. Since the release of SD.report, a large number of new functions and data objects have been integrated into the Cisco ServiceGrid application. If integration becomes more important, generating requirements for integrating different types of KPI (based on internal and external data) in one reporting tool becomes important.
SD.cockpit provides much more functionality than the classic SD.report. Within SD.cockpit, an enhanced set of data views (setups) can be applied compared to SD.report. Cockpit elements can be documents (attachments) or links to other data sources (URLs).
SD.report is limited to call volume, service time, and service level-reports. Within these reports, only a limited number of fields can be used for selection and grouping.
SD.cockpit provides full access to all fields of Calls, Locations, Devices, and Users. SD.cockpit elements can be attachments or links to other applications or data sources.
SD.cockpit provides functions to order and structure information into groups and subgroups. SD.cockpit provides functions to enable or disable the access to groups of cockpit elements for certain permission groups and/or organizations. The classic SD.reports can be integrated as cockpit elements: the functionality of SD.report is contained in SD.cockpit.
Within SD.cockpit, the administrator may build hierarchical collections of data, like sections in a book, and provide them to different groups of users.


For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.



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