With "Service Groups" we allow any authenticated Dashboard user to define custom groups as a type of "Custom Filter Set" to apply to Dashboard widgets. These groups can break out of the usual "Organization Unit" visibility approach, allow to share data sets that would be otherwise inaccessible to other Dashboard users.
"Service Group" expand the traditional filter method on Dashboard Widgets such as:
- Service KPI
- Service KPI Chart
- Service KPI Tabular
- Agent States Availability Chart
How to enable: Refer the Dashboard "Settings" menu entry which allows access to "Service Group Management" for each individual user.
- Service Groups are used as opt-in filters for Service-type Widgets and define the group of data for which data is aggregated and displayed.
- Each Service Group will later represent a row in the widget table titled: "Service Groups"
- Users can define a custom title for each Service Group which can be used for later identification
User can add filter for each Service Group, by criteria such as:
- Organization - based on Service OU names
- Service(s) - based on Service names
Services selected will adhere to the OU inheritance concept:
- Only Services that are assigned to the selected OU or any child OU can be selected.
- If Services from other then the selected OU or any child OU are already selected but then moved to another OU, a "Non-Path Dependency Warning" will be shown. You may keep the services in your groups until deselected, after which the new OU restriction will apply. This guarantees that existing groups are not "stripped" of their existing service info when an OU assignment changes.
- A service group always belongs to it's creator (owner). This owner can't be changed due to OU affiliation and involved data security being tied to a service group upon creation. When a Dashboard with custom Service groups changes ownership, the new Dashboard owner may
- If a service group is used to filter or aggregate the group filters are applied as follows:
- If only OU's are selected for a service group, all services belonging to those groups are taken
- A selected OU will act as filter for the available and selected services. If an OU is deselected, related service will be removed as well from the list of selected services (immediately)
Service groups take a special role in filtering Dashboards, as they allow their owners to (willingly) share information with other users.
How are Groups different to OU-based filters?
Group filters are "owned" by their creators. They act as a "opt-in" to allow other visitors (anonymous or authenticated) to see widget contents on the board. The board owner needs to define and assign Filter Groups (during Board layout setup). This 2-step method prevents accidental disclosure/exposure of all service groups made by that owner owner by accident.
Contrary to anonymous users not seeing any data in a widget - due to their "non or different OU affiliation" - a "Service Group" filtering option allows any board owner to allow specified service data to be shown to a wider audience without disclosing everything in the OU at once (or having to assign OU permissions to every user).
These "expanded" visibility and sharing rules are explained in the following.
|Type of Access||Description|
(not logged in)
If you access the dashboard with anonymous access - either with "Service Groups" as filter or containing one or more Service Group KPI Tabular Widgets:
(logged in but not the board owner)
If you access a dashboard not as the owner (but authenticated) a set of rules is applied as follows:
|(New) Board Owner|
If you become the new owner of a dashboard using previously "not-owned" ServiceGroups
Service Groups and their interaction with OU / Service based filters
The usage of filters for either "Organization Unit(s)" / "Service(s)" or "Service Group(s)" is mutually exclusive:
- Selecting either option will disable the filtering for the other.
- Filter mouse-overs on the widgets will reflect the current applied option