Enterprise internal IT Integration Series 5: IT service desk based on SharePoint

My previous articles have introduced:

The Help Desk page is as follows:

The structure of this site is actually very simple, mainly a custom list of service requests. A file list webpart is added below, and the file path is the printing server of the company. On the right side is a Web part of the organizational structure, which is a third party. It shows all users in an ou.

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Column name	Data Type	Description
ID	ID	Unique value, auto-Increment
Service Request	Single Line Text	A brief description of your problems
Fault description	Multi-Line Text	Detailed description of your problems
Employee name	User or user group	Only users can be selected. Because the website can be logged on anonymously, the identity of the employee should be indicated here, mainly because there is a need for reset of the password of the employee.
Department	Managed metadata	A tree-like pre-defined company Department structure
Station Number	Single Line Text	Employee seat number
Contact number	Single Line Text	Landline
MIS representative	User or user group	You can only select a user for the settings, and use helpdesk to pick up the list by yourself.
Request status	Option	Submitted, in solution, resolved, easy to view status

Handling process	Multi-Line Text	The handling process and reasons are mainly filled in by Helpdesk
Resolution time	Date and Time	Because many orders are completed after it processing, they come back to fill in the list for the user, so it is convenient to choose a solution time, so as to calculate the response time.
Response time	Date and Time	Resolution time minus Creation Time
Number of requests	Number	For example, a department assistant provides multiple system requests for a department.
Fault Type	Option	Such as network problems and hardware problems

With this list, we will input the ticket data into the background database for Dimension Data Mining.

Database Design:

Fact table:

Is each it work order

Dimension table:

Refer:

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That is, each work order can be mined based on four dimensions: time, fault, office area, and department.

The statistical content is the quantity and score. The quantity is the number in the list multiplied by the number in each list. The score is the fault weight * quantity.

Through the SSIS service, the data in the Sharepoint list is first formatted and then imported into the data warehouse:

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Because some data in the Sharepoint list is imported to the database, the # symbol is generated:

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After the data is normalized to the database, we can perform dimension analysis:

Here is the approximate table structure:

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The time table is automatically generated when you select a time dimension when creating a dimension.

This section describes how to create a dimension. For example, in MIS member in the preceding table, each MIS member has its own ID and group ID, and each group has its own group ID and group name, the Group basically represents the office area, because we were grouped by the office area at that time:

Create a dimension:

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Select to use existing table

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Select mismember:

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The system automatically detects external keywords and introduces the associated tables as follows:

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In this way, we get such a set of data:

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Next, set the recurrence relationship:

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Simply put, it is based on the person ID who can launch the product, but also in that office area.

View the structure:

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We can see who has several office areas and office areas. This shows that the structure is correct.

Create a cube and add all dimensions.

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Then you can preview the dimension analysis.

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This article is from the "absolute field" blog, please be sure to keep this source http://mingwang.blog.51cto.com/1997299/1532283