Admin Workspace for Service Providers overview

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Admin Workspace for Service Providers overview

    The Admin Workspace for Service Providers offers a centralized interface for service provider administrators to analyze customer service usage and make informed decisions based on data. It allows SP admins to monitor service consumption, ticket volumes, and customer details efficiently.

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    Key Features

    • Landing Page: Displays an overview of services, customer cases, breached SLAs, trends, and key performance indicators (KPIs).
    • Client Details Page: Provides insights into service cases, SLAs, trends, and client-specific KPIs.
    • Quick Links: Facilitates easy navigation to essential tasks like domain and customer creation and user management.
    • Domain Separation: Supports viewing KPIs and trends across multiple domains, requiring global domain access for SP admins.

    Key Outcomes

    SP admins, using this workspace, can expect to enhance their operational efficiency by accessing a comprehensive view of service demands and consumption patterns. This capability leads to better decision-making and improved service delivery to customers.

    Additional Information

    SP admins must ensure proper access control lists (ACLs) are in place for data visibility and that they run indicator jobs at the start of each month to maintain accurate data reporting. The application is designed for on-premise use and is scoped to maintain data integrity across domains.

    HR Admin Service Provider is a consolidated view of customers service usage and consumption, which gives service provider admins the opportunity to make data driven decisions.

    SP admins can perform the following functions:
    • View different aspects of the service consumption such as the number of services consumed per customer and the ticket volume per service.
    • View customer details including the number of services and HR users.
    • Access quick links related to daily work tasks such as domain and customer creations, and user management.
    • Access quick links for specific domain on the customer details page.
      Note:
      SP Admin (sn_sp_admin_ws.admin) can access workspace and see a consolidated view of the demand and consumption of services offered to customers. This enables data driven decision making and access to portfolio level links.
    Admin Workspace for Service Providers gives SP admins a centralized workspace to see a consolidated view of the demands and consumption of services offered to customers using KPIs.
    Table 1. Page overview details
    Page Description
    Landing Page Shows an overview of services, customer cases, customer details, breached SLAs, trends over time and includes customer data, KPIs and portfolio level useful links.
    Client Details Page Shows an overview of cases er service, breached SLAs, trends over time,. and includes client (domain) specific KPIs, contact details and useful links.
    Note:
    If HR service list doesn't show on the client details page , you might need to add read ACL on sn_hr_core_service table for SP admin.
    Table 2. Feature and application details
    Feature Description
    Lexicon Taxonomy Name Admin Workspace for Service Providers (SPs)
    Release Vehicle Store
    PRB Management Group Dev-App-HR
    Does it support mobile interface No
    Plugin or scoped app Scoped app
    License requirement Yes
    On-Prem support Yes
    Link to troubleshooting NA
    Link to FAQ NA
    Domain seperation Yes
    Note:
    To see the KPIs, trends across all domains in the workspace dashboard for SP admin need to be in global domain.
    Table 3. Troubleshooting details
    Item Description
    Application (UI) Issues If application (UI) issues occur, you can start by checking the builder for SP admin workspace and 2 controllers in the MSP Dashboard and the MSP Client Page.
    Data Frequency Changes Some data visualization components such as KPIs, trends, and indicator scorecards are collecting current month data and some aren't, which might cause some data to change.
    Note:
    It's recommended that you run indicator jobs at the start of the month and collect data for previous months only, not for the current month.
    Table 4. Existing table details
    Table Description
    Domain (domain) Has all the data about the domain, which is to pull domains and customer data.
    Company (core_company) Has all the data about the company and might have multiple companies associated with it. This pulls all points of contact in domain data.
    HR Service (sn_hr_core_service) Has all the service data and shows services about domains on the client details page.
    Note:
    There is a plugin dependency on Domain Support - Domain Extensions Installer
    Table 5. SP Admin role details
    Role Description
    SP Admin (sn_sp_admin_ws.admin) SP Admins are scoped adminitrators for the application and can access workspace, dashboards, KPIs, indicators and portfolio level useful links.
    Table 6. ACL details
    ACLs Description
    Experience (4 ACLs)
    • 2 ACLs for read/write for UX page access
    • 2 ACLs for read/write for UX route access.
    SP Admin Read (4 ACLs)
    • 1 ACL for sn_hr_core_service
    • 1 ACL for report_view
    • 1 ACL for sn_hr_core_case table
    • 1 ACL for sp_admin role.
    Pa Tag Read (2 ACLs)
    • 1 ACL for pa_tag and pa_m2m_indicator_tags table
    • 1 ACL for pa_indicators_breakdowns m2m table.
    Execute (1 ACL) 1 ACL for data broker sn_sp_admin_ws.MSPUtil
    Note:
    ACLs are enforced access levels and only SP admins can access the application, workspace, and modules.
    Table 7. UIB Controller details
    Page Description
    Service Provider Primary controller that encapsulates all business logic for MSP dashboard features such as create or update KPI, data and links, which need to be shown on the MSP dashboard.
    Service Provider Client Controller that encapsulates all business logic for MSP dashboard client details page features such as create or update KPI, data and links, which need to be shown on the client details page.