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.

Figure 3‒44: "Accumulation data output to file" window

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.

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:
1. Select the All systems check box, and output accumulation data.
2. Open the file that the accumulation data was output to, and manually delete unnecessary data from the file.
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. Note that a process display name is displayed for the process.
Accumulation unit

You can select Day unit, Monthly unit, or Yearly unit as the basis of accumulation.
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:
- Day unit: 30 days before the previous day
- Monthly unit: Last 12 months
- Yearly unit: Last five years
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
(2) Downloading a macro file

(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.

A CSV file that is output consists of a header part and a data part. The output elements in the header part are shared by the Item data CSV file and code data CSV file.

The following table lists and describes the output elements in the header part of the Item data CSV file and code data CSV file.

Table 3‒50: Output elements in the header part of the Item data CSV file and code data CSV file
Element	Description
Product name	JP1/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
Process display name (incident management)^#	Process display name of the incident management process
Process display name (problem management)^#	Process display name of the problem management process
Process display name (change management)^#	Process display name of the change management process
Process display name (release management)^#	Process display name of the release management process

#: This element is output even when it is excluded from targets of output in the CSV file.

The following table lists and describes the output elements in the data part of an Item data CSV file.

Table 3‒51: Output elements in the data part of the Item 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. The default process display name is output. If you want to check the process display name, view the process names of the processes in the header part.
Output type^#	Integer from 1 to 8 indicating the type of data: 1: Number of registered Items The number of Items registered during the target period is output. This data is used to create, for example, a report on process-based analysis. 2: Number of Items whose status is not Close The number of Items that had a status other than Close when the target period ended is output. This data is used with the number of registered Items (output type 1) to create a report on analysis of the Item processing rate. 3: Number of closed Items The number of Items closed during the target period is output. This data is used to create, for example, a report on analysis of process-based trends of closed Items. 4: Average time required to process closed Items The average time that was required to process Items closed during the target period is output. This data is used to create, for example, a report on analysis of the average processing time for Items. 5: Number of closed Items for which a deadline was set The number of Items that were closed during the target period and for which a deadline was set is output. This data is used to create, for example, a report on analysis of the average processing time for Items. 6: Number of Items closed before the deadline The number of Items that were closed before their deadlines during the target period is output. This data is used, for example, to create a report on analysis of the processing rate for Items closed before the deadline. 7: Number of closed Items for which cost (actual) is set The number of Items that were closed during the target period and for which cost (actual) was set is output. This data is used with the total cost (actual) of closed Items (output type 8) to create, for example, a report on analysis of the average cost per Item. 8: Total cost (actual) of closed Items The total of the cost (actual) that was required to process the Items closed during the target period is output. This data is used with the number of closed Items for which cost (actual) is set (output type 7) to create, for example, a report on analysis of the average cost per Item.
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 status name Close here means the status whose ID is JIMSD_STAT_CLOSE. This status name might be changed by customization. For details about status customization see 3.15 Status management.

The following table lists and describes the output elements in the data part of the code data CSV file.

Table 3‒52: Output elements in the data part of a 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. The default process display name is output. If you want to check the process display name, view the process names of the processes in the header part.
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 13. 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.

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(2) Downloading a macro file

JP1/Service Support provides a sample macro file that allows you to create reports from a CSV file output by JP1/Service Support. You can download the macro file in the following ways:

Use the Download macro menu
Copy the jss_report.xls file located in JP1/SS-path\home\public\report\

You can modify the sample macro file or replace it with a macro file that you created.

Notes:

Only one macro file can be downloaded from JP1/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 JP1/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/Service Support window even if you store them in the above directory.
JP1/Service Support also provides a model file for the sample macro file (jss_report.xls.model in the JP1/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.

JP1/Service Support also provides a model file (path-of-JP1/SS\home\public\report\version-number_jss_report.xls.model) for the macro file that is compatible with the past versions of CSV file. When a past version of macro is executed, the version information (in the header part) of the CSV file must match the version number of the macro name. Note that past macro file versions cannot be down loaded by using the Accumulation data output to file window. Therefore, the administrator of the JP1/Service Support system must deliver the macro file whenever it is necessary.
While sample macros are running, they use the Clipboard. If you perform operations (such as Copy, Cut, or Paste) that use the Clipboard while a sample macro is running, the macro execution might not be completed correctly.
If you specify a system name or code display name that includes special characters, such as an equal sign (=), the name cannot be processed correctly.
The sample macros are provided as a reference. You can freely customize the sample macros, but we will not accept any questions about how to customize the sample macros.
Version 11-00's sample macro (jss_report.xls.model) now has additional functionality. However, an upgrade installation does not update the sample macro (jss_report.xls) in use. Thus, you need to copy the model file for the new sample macro and then save your copy with the name jss_report.xls.

Note that the old version's sample macro is stored by using the file name of Old version_Macro name.

The following figure shows an example of a report created by using the sample macro file.

Figure 3‒45: Example of a report created with accumulation data 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.

Table 3‒53: Types of reports that can be created by using the sample macro file
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

#1: If values that can be selected for Item settings are changed by customizing the Item form, the macro file might not operate correctly. When you customize an Item form, consider whether you must also customize the macro file.
#2: The unit of cost is not set because it depends on the users' operational requirements.

Note that a process display name is output in place of a process name in the report.

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