Filter Scope Expanded for Dashboards

When a filter is being defined for a report, the options are limited to the ones that match at least one record that could be included in the report.  But when a dashboard is created, it is not yet known which records may in the future be included in the reports of this dashboard.  Hence, for dashboards the scope of the records that could be selected as a filter was simply all records of the 4me account in which the dashboard was registered.

So, for example, when the Service filter was applied to a dashboard that contained the ‘All Requests’ report, the suggested services were only those of the dashboard’s 4me account, even though the ‘All Requests’ report can contain many requests that are related to services of other accounts.

That is why some adjustments have been made to expand the scope of filters in dashboards.  Specifically, the organization filters in dashboards now allow the selection of:

• all organizations that are registered in the account in which the dashboard is registered and its directory account, and
• all organizations that are the service provider of an active SLA which customer account is the account in which the dashboard is registered, and
• all organizations that are selected in the Customer field of an active SLA that is registered in the account in which the dashboard is registered.

In addition, the service, service instance and service level agreement filters in the dashboards now show:

• all services, service instances and SLAs that are registered in the account in which the dashboard is registered, and
• all services and service instances that are linked to an active SLA which customer account is the account in which the dashboard is registered, and
• all active SLAs which customer account is the account in which the dashboard is registered.

This wider scope should give support organizations the filter options they need when they are preparing their dashboards.  They allow a support organization to create dashboards that visualize what they provide to their customers (one level up) and what they obtain from their providers (one level down).