3.16.3 Outputting accumulated Item data to a file
You can download a CSV file that contains accumulated Item status data from the Accumulation data output to file window shown in the following figure. If view permissions for individual Items are enabled, Items for which you are not an Item view permissions owner contribute to the totals in the CSV file.
Set the conditions for filtering the accumulation data to be output to a file, and then click the Download data button.
The following describes the conditions for filtering the accumulation data to be output to a file.
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System
Select the check boxes of target systems for which you want to output data. You can select target systems that you are permitted to view. If you select the All systems check box, all systems are selected implicitly, and the check boxes for the individual systems are disabled.
Note that an attempt to output Item accumulation data by selecting many target system check boxes might fail with the message This page can't be displayed. If this message appears, take action as follows:
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Select the All systems check box, and output accumulation data.
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Open the file that the accumulation data was output to, and manually delete unnecessary data from the file.
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Process
Select the check boxes for the processes for which you want to output data. You can select only processes that you are permitted to view.
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Accumulation unit
You can select Day unit, Monthly unit, or Yearly unit as the basis of accumulation.
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Accumulation range
In accordance with the Accumulation unit specification, specify the accumulation range. Note that you can specify a range that ends with the previous day or an earlier day because data that can be output to a CSV file is data collected by the jsscollectdata command beforehand.
If you specify no range, the data for the following periods is accumulated:
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Day unit: 30 days before the previous day
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Monthly unit: Last 12 months
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Yearly unit: Last five years
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Data type
Select either Item data CSV or Code data CSV as the type of CSV file.
- Organization of this subsection
(1) Information output to a CSV file
You can output the Item data CSV file (OutputItemData.csv) or the code data CSV file (OutputItemCodeData.csv) from the Accumulation data output to file window.
The following table describes the information output to the Item data CSV file.
Element |
Description |
---|---|
Product name |
JP1/IM - Service Support |
Version information |
Version of the output file |
Encoding |
Character encoding of output files |
Accumulation date |
Date that the accumulation command was executed |
Accumulation unit |
Basis of accumulation |
System ID |
ID of a system for which accumulation data was output |
System name |
Name of a system for which accumulation data was output |
Process name |
Name of a process for which accumulation data was output |
Output type# |
Integer from 1 to 8 indicating the type of data:
|
Accumulation period |
The number of Items for which data was accumulated during the accumulation period, the average time required to process an Item, or the cost (actual) |
The following table describes the information output to the code data CSV file.
Element |
Description |
---|---|
System ID |
ID of a system for which accumulation data was output |
System name |
Name of a system for which accumulation data was output |
Process name |
Name of a process for which accumulation data was output |
Form ID |
Item form ID |
Form VR |
Form version |
Code type |
For details about the code type, actual code, and code display name, see Code mapping file (jp1imss_itemimport_codemap.conf) in Chapter 12. Definition Files. In the code type (JIMSD_CODE_XXXX) the XXXX part corresponds to the section, the actual code corresponds to the value, and the code display name corresponds to the key. |
Actual code |
|
Code display name |
|
Accumulation period |
The number of Items for which data was accumulated during the accumulation period |
Note that only Items that were closed during the target period are subject to accumulation.
If codes are added by customizing the Item form, the added codes are also output.
(2) Downloading a macro file
JP1/IM - Service Support provides a sample macro file that allows you to create reports from a CSV file output by JP1/IM - Service Support. You can download the macro file in the following ways:
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Use the Download macro menu
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Copy the jss_report.xls file located in IM-SS-path\home\public\report\
You can modify the sample macro file or replace it with a macro file that you created.
- Notes:
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Only one macro file can be downloaded from JP1/IM - Service Support. If you want to replace the existing macro file with a macro file that you created, delete the jss_report.xls file in the IM-SS-path\home\public\report\ directory, and then store the new macro file with the same name as the file you deleted. The macro file name is fixed to jss_report.xls. Other macro files cannot be downloaded from a JP1/IM - Service Support window even if you store them in the above directory.
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JP1/IM - Service Support also provides a model file for the sample macro file (jss_report.xls.model in the IM-SS-path\home\public\report\ directory). Use the model file when you want to initialize the macro file after customization. To initialize the macro file, delete the existing jss_report.xls file, copy the model file to the same directory, and then rename the model file to jss_report.xls.
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The following figure shows an example of a report created by using the sample macro file.
The sample macro file allows you to create 10 types of reports. The following table describes the types of reports that can be created.
No. |
Type |
Description |
Target process |
---|---|---|---|
1 |
Total number of Items |
The total number of Items in all statuses is calculated, except the Items for which the registration date and time is not set. This report can be used to analyze the trends of Item occurrence for each process. |
All processes for which data has been output to a CSV file |
2 |
Average required time for item processing (hour) |
The total time required to process Items in a certain period divided by the number of Items is calculated. Here, the difference between the update time and registration time of a closed Item is assumed to be the time required to process the Item. Note that the Items for which the registration date and time is not set are excluded from calculation. This report can be used to estimate how long a reply will take from the average time required to handle an Item in the process. |
All processes for which data has been output to a CSV file |
3 |
Processing rate within deadline (%) |
The percentage of Items that were closed before their deadlines is calculated. This report can be used to set an index for determining the deadline for replies. |
All processes for which data has been output to a CSV file |
4 |
Solution rate of primary support (%)#1 |
The percentage of closed Items whose solution category is set to Knowledge or Document is calculated. This report can be used to check the quality of support for Items being processed. |
Incident management |
5 |
Breakdown of problem domain (item and %)#1 |
For closed Items for which the problem domain is set, the percentage of Items for each problem domain is calculated. This report can be used to analyze the trends of each system. |
Incident management and problem management |
6 |
Breakdown of result (item and %)#1 |
For closed Items for which a result is set, the percentage of Items for each result is calculated. This report can be used to analyze the trends of each system. |
All processes for which data has been output to a CSV file |
7 |
Breakdown of cause (item and %)#1 |
For closed Items for which a cause is set, the percentage of Items for each cause is calculated. This report can be used to analyze the trends of each system. |
All processes for which data has been output to a CSV file |
8 |
Average cost for use per item (undefined)#2 |
For closed Items for which cost (actual) is set, the average cost per Item is calculated. This report can be used to check the cost per Item or for all Items. |
Change management and release management |
9 |
Processing rate of item (%) |
The number of Items closed in a certain period divided by the number of all registered Items is calculated. This report is used to check the efficiency of work. |
All processes for which data has been output to a CSV file |
10 |
Similar item rate (%)#1 |
The number of closed Items whose cause is set to Known software error or Known hardware error is calculated. This report can be used to check the trends of occurrences of similar Items. |
Incident management and problem management |