A Service view, is a technical view which provides the access to products managed by the service team, which can be an organization or a partner entity.
This feature is available for the following modules:
SMART AFTER SALES & ADVANCED SERVICES
Understanding the default Service View
The initial configuration of your DPS already contains a Service View you can use as a starting point.
The default service view is composed by the following pages:
Overview
This is the home page of a service user that access the DPS, it is designed to provide a glance of the overall status of the install-base.
It includes the Active Alert List widget displaying the presence of active alerts visible by the technician, including these details:
machine ID
customer and location
alert title and short description
duration (the time the alert is active)
takeover status related to the event
By clicking on a row, the user can access the alert details page, which provides all the information about the event that generated the alert.
The overview page also contains the Map widget which provide a map with the geolocated markers of the machines managed by the service.
Markers can be highlighted according to the presence of failures and anomalies.
Customers
This page allows technicians to efficiently manage and search customers they are responsible for.
It includes a Customer List of customers visible by the service, including these details:
customer name
presence of active failures
Machines
This page allows technicians to efficiently track, monitor, and search the machines they are responsible for.
It includes a Thing List of machines visible by the technician, including these details:
machine ID
customer and location
connection status (offline/online)
operating status (standby, working, error)
presence of active failures
the presence of a service contract
Actions
This page helps technicians efficiently manage their workload by listing pending actions (scheduled maintenance, urgent repairs).
It includes the Action List widget displaying all the pending actions the technician must perform, including these details:
machine ID
customer and location
action name
due date
priority
By clicking on a row, the technician can access the action details page which provides all the information about the tasks to perform.
Configuring a General Service View
In case the default service view is not enough you can create a new one (e.g. for your partners) by following these steps:
Enter the Interfaces / Views page.
Select the General tab.
Click the Add View button.
Select the Service type.
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The view is created, and now you can configure it.
Select the Service User Types that will access the view.
Add the pages that your service users (e.g. Technicians) will use during their activities.
You can copy them from the default service view and add new ones.
Configuring the Thing Definition Service View
Other than configuring the General Service Views, you have also to create the service view for your thing definitions.
We suggest you to define the common view structure in the top level thing definition, and into each specific thing definition just override the templates.
Enter the Interfaces / Views page.
Select the Thing Definition tab.
Select the top level thing definition (e.g. Base).
Click the Add View button.
Select the Service type.
The view is created, and now you can configure it.
Select the Service User Types that will access the view.
Add the tabs (sub-pages) that your service will use during their activities.
For instance: Overview, Events, Diagnostic, Configuration, Maintenance, Testing.
Overview
This is the main tab when entering the machine details page, it should provide a glance of all the main machine information including:
the machine identity information
the synthetic value or index of all the main aspect to take care (e.g. Connection, Presence of failures or anomalies, and any other relevant insight).
the presence of alerts and pending actions.
The Thing Details widget can be used to display the machine main information, such as:
Serial Number: the serial number uniquely identifying the machine, it can be helpful when dealing with the support and technicians.
Product Model: the name of the product model.
Connection Status: the current connection status (OFFLINE, ONLINE).
Operating Status: the current operating status (STANDBY, WORKING).
Any additional property that can halp the service user.
By placing the Value widget multiple times you can display the current value of the metrics that are more relevant to service users.
This widget is automatically highlighted according to metric thresholds, so that when the user enters the page, he can see immediately whether there is something to take care of.
In addition to be more effective, we suggest you also to include the list of active alerts and actions related to the machine.
Events
The tab providing access to all machine events (active and historical).
Within the Bar Chart, the Pareto Line can be visualized to determine which events (Failures and Anomalies) the machine spends most time on, and focus only on them.
Diagnostic
The tab providing access to machine data through charts (Time Series Chart, Bar Chart) and tables (Multi Metric List) widgets.
For more details about the contents of this tab refer to the Remote Diagnostic article.
Configuration
The tab to remotely manage configuration parameters and execute commands.
Maintenance
The tab where the user can:
access the maintenance registry and edit new maintenance activity notes
perform the firmware update
execute maintenance commands (e.g. Clean and Reset)