Grafana dashboard: OTRS - Inicio
Description: Overview of state of an Operations Service using OTRS as the main application

This panel is used to track all the work of an IT Operations Service and helps to comply with the service level agreement (SLA) agreed with the client.

{
  "__inputs": [
    {
      "name": "DS_OTRS",
      "label": "OTRS",
      "description": "MySQL connection to OTRS database",
      "type": "datasource",
      "pluginId": "mysql",
      "pluginName": "MySQL"
    },
    {
      "name": "DS_ZABBIX",
      "label": "zabbix",
      "description": "",
      "type": "datasource",
      "pluginId": "alexanderzobnin-zabbix-datasource",
      "pluginName": "Zabbix"
    }
  ],
  "__requires": [
    {
      "type": "datasource",
      "id": "alexanderzobnin-zabbix-datasource",
      "name": "Zabbix",
      "version": "1.0.0"
    },
    {
      "type": "panel",
      "id": "dashlist",
      "name": "Dashboard list",
      "version": "5.0.0"
    },
    {
      "type": "grafana",
      "id": "grafana",
      "name": "Grafana",
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    },
    {
      "type": "panel",
      "id": "graph",
      "name": "Graph",
      "version": "5.0.0"
    },
    {
      "type": "datasource",
      "id": "mysql",
      "name": "MySQL",
      "version": "5.0.0"
    },
    {
      "type": "panel",
      "id": "singlestat",
      "name": "Singlestat",
      "version": "5.0.0"
    },
    {
      "type": "panel",
      "id": "table",
      "name": "Table",
      "version": "5.0.0"
    }
  ],
  "annotations": {
    "list": [
      {
        "builtIn": 1,
        "datasource": "-- Grafana --",
        "enable": true,
        "hide": true,
        "iconColor": "rgba(0, 211, 255, 1)",
        "name": "Annotations & Alerts",
        "type": "dashboard"
      }
    ]
  },
  "editable": true,
  "gnetId": 7855,
  "graphTooltip": 0,
  "id": null,
  "links": [],
  "panels": [
    {
      "collapsed": false,
      "gridPos": {
        "h": 1,
        "w": 24,
        "x": 0,
        "y": 0
      },
      "id": 33,
      "panels": [],
      "repeat": null,
      "title": "Accesos Directos",
      "type": "row"
    },
    {
      "folderId": null,
      "gridPos": {
        "h": 6,
        "w": 12,
        "x": 0,
        "y": 1
      },
      "headings": false,
      "id": 1,
      "limit": 10,
      "links": [],
      "query": "",
      "recent": false,
      "search": true,
      "starred": false,
      "tags": [
        "micope"
      ],
      "title": "Micro y Operaciones",
      "type": "dashlist"
    },
    {
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      "gridPos": {
        "h": 6,
        "w": 12,
        "x": 12,
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      "headings": false,
      "id": 2,
      "limit": 10,
      "links": [],
      "query": "",
      "recent": false,
      "search": true,
      "starred": false,
      "tags": [
        "sistemas"
      ],
      "title": "Sistemas",
      "type": "dashlist"
    },
    {
      "collapsed": false,
      "gridPos": {
        "h": 1,
        "w": 24,
        "x": 0,
        "y": 7
      },
      "id": 34,
      "panels": [],
      "repeat": null,
      "title": "Indicadores",
      "type": "row"
    },
    {
      "cacheTimeout": null,
      "colorBackground": false,
      "colorValue": false,
      "colors": [
        "rgba(50, 172, 45, 0.97)",
        "rgba(237, 129, 40, 0.89)",
        "rgba(245, 54, 54, 0.9)"
      ],
      "datasource": "${DS_OTRS}",
      "format": "none",
      "gauge": {
        "maxValue": 700,
        "minValue": 0,
        "show": true,
        "thresholdLabels": false,
        "thresholdMarkers": true
      },
      "gridPos": {
        "h": 8,
        "w": 6,
        "x": 0,
        "y": 8
      },
      "id": 3,
      "interval": null,
      "links": [
        {
          "dashUri": "db/cesic-gestion",
          "dashboard": "CESIC - Gestion",
          "title": "CESIC - Gestion",
          "type": "dashboard"
        }
      ],
      "mappingType": 1,
      "mappingTypes": [
        {
          "name": "value to text",
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        },
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        }
      ],
      "maxDataPoints": 100,
      "nullPointMode": "connected",
      "nullText": null,
      "postfix": "",
      "postfixFontSize": "50%",
      "prefix": "",
      "prefixFontSize": "50%",
      "rangeMaps": [
        {
          "from": "null",
          "text": "N/A",
          "to": "null"
        }
      ],
      "sparkline": {
        "fillColor": "rgba(31, 118, 189, 0.18)",
        "full": false,
        "lineColor": "rgb(31, 120, 193)",
        "show": false
      },
      "tableColumn": "count(tn)",
      "targets": [
        {
          "alias": "",
          "format": "table",
          "hide": false,
          "rawSql": "select count(tn) from CESIC_Open\nwhere contar=1 and\nQueue<>'2 - Administración sistemas - Seguridad'",
          "refId": "A"
        }
      ],
      "thresholds": "500,600",
      "title": "Grupos UTE Iecisa/DMS",
      "type": "singlestat",
      "valueFontSize": "80%",
      "valueMaps": [
        {
          "op": "=",
          "text": "N/A",
          "value": "null"
        }
      ],
      "valueName": "avg"
    },
    {
      "cacheTimeout": null,
      "colorBackground": false,
      "colorValue": false,
      "colors": [
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      ],
      "datasource": "${DS_OTRS}",
      "format": "none",
      "gauge": {
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        "minValue": 0,
        "show": true,
        "thresholdLabels": false,
        "thresholdMarkers": true
      },
      "gridPos": {
        "h": 8,
        "w": 6,
        "x": 6,
        "y": 8
      },
      "id": 21,
      "interval": null,
      "links": [
        {
          "dashUri": "db/detalle-de-casos",
          "dashboard": "Detalle de Casos",
          "params": "var-Cola=2 - Administración sistemas - Seguridad&var-Estado=All&var-Tipo=All&var-Prioridad=All&var-Centro=All",
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          "type": "dashboard"
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      ],
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      "maxDataPoints": 100,
      "nullPointMode": "connected",
      "nullText": null,
      "postfix": "",
      "postfixFontSize": "50%",
      "prefix": "",
      "prefixFontSize": "50%",
      "rangeMaps": [
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      ],
      "sparkline": {
        "fillColor": "rgba(31, 118, 189, 0.18)",
        "full": false,
        "lineColor": "rgb(31, 120, 193)",
        "show": false
      },
      "tableColumn": "count(tn)",
      "targets": [
        {
          "alias": "",
          "format": "table",
          "hide": false,
          "rawSql": "select count(tn) from CESIC_Open\nwhere contar=1 and\nQueue='2 - Administración sistemas - Seguridad'",
          "refId": "A"
        }
      ],
      "thresholds": "300,350",
      "title": "Seguridad",
      "type": "singlestat",
      "valueFontSize": "80%",
      "valueMaps": [
        {
          "op": "=",
          "text": "N/A",
          "value": "null"
        }
      ],
      "valueName": "avg"
    },
    {
      "columns": [],
      "datasource": "${DS_OTRS}",
      "fontSize": "100%",
      "gridPos": {
        "h": 8,
        "w": 6,
        "x": 12,
        "y": 8
      },
      "id": 5,
      "links": [],
      "pageSize": null,
      "scroll": true,
      "showHeader": true,
      "sort": {
        "col": 1,
        "desc": true
      },
      "styles": [
        {
          "alias": "Time",
          "dateFormat": "YYYY-MM-DD HH:mm:ss",
          "pattern": "Time",
          "type": "date"
        },
        {
          "alias": "",
          "colorMode": "value",
          "colors": [
            "rgba(50, 172, 45, 0.97)",
            "rgba(237, 129, 40, 0.89)",
            "rgba(245, 54, 54, 0.9)"
          ],
          "dateFormat": "YYYY-MM-DD HH:mm:ss",
          "decimals": 0,
          "pattern": "numero",
          "thresholds": [
            "30",
            "50"
          ],
          "type": "number",
          "unit": "short"
        },
        {
          "alias": "",
          "colorMode": null,
          "colors": [
            "rgba(245, 54, 54, 0.9)",
            "rgba(237, 129, 40, 0.89)",
            "rgba(50, 172, 45, 0.97)"
          ],
          "dateFormat": "YYYY-MM-DD HH:mm:ss",
          "decimals": 2,
          "link": true,
          "linkTargetBlank": true,
          "linkTooltip": "Detalle",
          "linkUrl": "https://grafana.ssib.es/dashboard/db/detalle-de-casos?panelId=1&fullscreen&edit&orgId=1&var-Cola=$__cell&var-Estado=All&var-Tipo=All&var-Prioridad=All",
          "pattern": "cola",
          "thresholds": [],
          "type": "number",
          "unit": "short"
        },
        {
          "alias": "",
          "colorMode": null,
          "colors": [
            "rgba(245, 54, 54, 0.9)",
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            "rgba(50, 172, 45, 0.97)"
          ],
          "decimals": 2,
          "pattern": "/.*/",
          "thresholds": [],
          "type": "number",
          "unit": "short"
        }
      ],
      "targets": [
        {
          "alias": "",
          "format": "table",
          "hide": false,
          "rawSql": "SELECT\nqueue as cola,\ncount(tn) as numero\nFROM otrs.CESIC_Open\nwhere \ntipo='Microinformatica'\ngroup by queue\norder by numero desc\n\n",
          "refId": "A"
        }
      ],
      "title": "Microinformatica",
      "transform": "table",
      "type": "table"
    },
    {
      "columns": [],
      "datasource": "${DS_OTRS}",
      "fontSize": "100%",
      "gridPos": {
        "h": 8,
        "w": 6,
        "x": 18,
        "y": 8
      },
      "id": 6,
      "links": [
        {
          "dashUri": "db/detalle-de-incidencias",
          "dashboard": "Detalle de Incidencias",
          "params": "var-Cola=1 - Operaciones&var-Cola=2 - Administración VMWare&var-Cola=2 - Administración sistemas&var-Cola=2 - Administración sistemas - Seguridad&var-Cola=2 - Administración sistemas UNIX&var-Cola=2 - Administración sistemas Windows&var-Cola=2 - Almacenamiento&var-Cola=2 - Bases de Datos&var-Cola=2 - Bases de Datos::Informix&var-Cola=2 - Bases de Datos::Microsoft SQL Server&var-Cola=2 - Bases de Datos::MySQL&var-Cola=2 - Bases de Datos::Oracle&var-Cola=2 - Citrix&var-Cola=2 - Comunicaciones::CESIC&var-Cola=2 - Copia de Seguridad&var-Cola=2 - Correo Electrónico&var-Cola=2 - Intranet&var-Cola=2 - Inventario&var-Cola=2 - Monitorización&var-Estado=Nuevo&var-Estado=Abierto",
          "targetBlank": true,
          "title": "Incidencias abiertas",
          "type": "dashboard"
        },
        {
          "dashUri": "db/detalle-de-peticiones-de-servicio",
          "dashboard": "Detalle de Peticiones de Servicio",
          "params": "var-Cola=1 - Operaciones&var-Cola=2 - Administración VMWare&var-Cola=2 - Administración sistemas&var-Cola=2 - Administración sistemas UNIX&var-Cola=2 - Administración sistemas Windows&var-Cola=2 - Almacenamiento&var-Cola=2 - Bases de Datos&var-Cola=2 - Bases de Datos::Informix&var-Cola=2 - Bases de Datos::Microsoft SQL Server&var-Cola=2 - Bases de Datos::MySQL&var-Cola=2 - Bases de Datos::Oracle&var-Cola=2 - Citrix&var-Cola=2 - Comunicaciones::CESIC&var-Cola=2 - Copia de Seguridad&var-Cola=2 - Correo Electrónico&var-Cola=2 - Intranet&var-Cola=2 - Inventario&var-Cola=2 - Monitorización&var-Estado=Nuevo&var-Estado=Abierto",
          "targetBlank": true,
          "title": "Peticiones de servicio abiertas",
          "type": "dashboard"
        }
      ],
      "pageSize": null,
      "scroll": true,
      "showHeader": true,
      "sort": {
        "col": 1,
        "desc": true
      },
      "styles": [
        {
          "alias": "Time",
          "dateFormat": "YYYY-MM-DD HH:mm:ss",
          "pattern": "Time",
          "type": "date"
        },
        {
          "alias": "",
          "colorMode": "value",
          "colors": [
            "rgba(50, 172, 45, 0.97)",
            "rgba(237, 129, 40, 0.89)",
            "rgba(245, 54, 54, 0.9)"
          ],
          "dateFormat": "YYYY-MM-DD HH:mm:ss",
          "decimals": 0,
          "pattern": "numero",
          "thresholds": [
            "30",
            "50"
          ],
          "type": "number",
          "unit": "short"
        },
        {
          "alias": "",
          "colorMode": null,
          "colors": [
            "rgba(245, 54, 54, 0.9)",
            "rgba(237, 129, 40, 0.89)",
            "rgba(50, 172, 45, 0.97)"
          ],
          "dateFormat": "YYYY-MM-DD HH:mm:ss",
          "decimals": 2,
          "link": true,
          "linkTargetBlank": true,
          "linkTooltip": "Detalle",
          "linkUrl": "https://grafana.ssib.es/dashboard/db/detalle-de-casos?panelId=1&fullscreen&edit&orgId=1&var-Cola=$__cell&var-Estado=All&var-Tipo=All&var-Prioridad=All",
          "pattern": "cola",
          "thresholds": [],
          "type": "number",
          "unit": "short"
        },
        {
          "alias": "",
          "colorMode": null,
          "colors": [
            "rgba(245, 54, 54, 0.9)",
            "rgba(237, 129, 40, 0.89)",
            "rgba(50, 172, 45, 0.97)"
          ],
          "decimals": 2,
          "pattern": "/.*/",
          "thresholds": [],
          "type": "number",
          "unit": "short"
        }
      ],
      "targets": [
        {
          "alias": "",
          "format": "table",
          "hide": false,
          "rawSql": "SELECT\nqueue as cola,\ncount(tn) as numero\nFROM otrs.CESIC_Open\nwhere \ntipo='Administradores'\ngroup by queue\norder by numero desc\n\n",
          "refId": "A"
        }
      ],
      "title": "Sistemas",
      "transform": "table",
      "type": "table"
    },
    {
      "cacheTimeout": null,
      "colorBackground": false,
      "colorValue": true,
      "colors": [
        "rgba(50, 172, 45, 0.97)",
        "rgba(237, 129, 40, 0.89)",
        "rgba(245, 54, 54, 0.9)"
      ],
      "datasource": "${DS_OTRS}",
      "format": "none",
      "gauge": {
        "maxValue": 100,
        "minValue": 0,
        "show": true,
        "thresholdLabels": false,
        "thresholdMarkers": true
      },
      "gridPos": {
        "h": 8,
        "w": 4,
        "x": 0,
        "y": 16
      },
      "id": 24,
      "interval": null,
      "links": [],
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      "mappingTypes": [
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        },
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        }
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      "maxDataPoints": 100,
      "nullPointMode": "connected",
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      "postfix": "",
      "postfixFontSize": "50%",
      "prefix": "",
      "prefixFontSize": "50%",
      "rangeMaps": [
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      "sparkline": {
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        "lineColor": "rgb(31, 120, 193)",
        "show": false
      },
      "tableColumn": "num",
      "targets": [
        {
          "alias": "",
          "format": "table",
          "hide": false,
          "rawSql": "select \ncount(tn) as num\nfrom ticket a left join dynamic_field_value g on (a.id=g.object_id and g.field_id=12), ticket_priority b, ticket_state c, ticket_type d, users e, queue f\nwhere \na.ticket_priority_id=b.id and\na.ticket_state_id=c.id and\na.type_id = d.id and\na.user_id=e.id and\na.queue_id = f.id and\na.queue_id in\n(\n130,\n168,\n160,\n162,\n80,\n261,\n120,\n81,\n121,\n109,\n166,\n98,\n122,\n205,\n260,\n2,\n159,\n233,\n185,\n325,\n329)\nand \na.ticket_state_id in (19,11,18);",
          "refId": "A"
        }
      ],
      "thresholds": "50,75",
      "title": "Resueltos Micro",
      "type": "singlestat",
      "valueFontSize": "80%",
      "valueMaps": [
        {
          "op": "=",
          "text": "N/A",
          "value": "null"
        }
      ],
      "valueName": "avg"
    },
    {
      "cacheTimeout": null,
      "colorBackground": false,
      "colorValue": false,
      "colors": [
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      ],
      "datasource": "${DS_OTRS}",
      "format": "none",
      "gauge": {
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        "minValue": 0,
        "show": true,
        "thresholdLabels": false,
        "thresholdMarkers": true
      },
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      },
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      "prefixFontSize": "50%",
      "rangeMaps": [
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        "show": false
      },
      "tableColumn": "num",
      "targets": [
        {
          "alias": "",
          "format": "table",
          "hide": false,
          "rawSql": "select \ncount(tn) as num\nfrom ticket a left join dynamic_field_value g on (a.id=g.object_id and g.field_id=12), ticket_priority b, ticket_state c, ticket_type d, users e, queue f\nwhere \na.ticket_priority_id=b.id and\na.ticket_state_id=c.id and\na.type_id = d.id and\na.user_id=e.id and\na.queue_id = f.id and\na.queue_id in\n(44,\n225,\n147,\n360,\n2)\nand \na.ticket_state_id in (19,11,18)\n;",
          "refId": "A"
        }
      ],
      "thresholds": "10,25",
      "title": "Resueltos Operaciones",
      "type": "singlestat",
      "valueFontSize": "80%",
      "valueMaps": [
        {
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      "valueName": "avg"
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        "rgba(245, 54, 54, 0.9)"
      ],
      "datasource": "${DS_OTRS}",
      "format": "none",
      "gauge": {
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        "minValue": 0,
        "show": true,
        "thresholdLabels": false,
        "thresholdMarkers": true
      },
      "gridPos": {
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        "x": 8,
        "y": 16
      },
      "id": 23,
      "interval": null,
      "links": [],
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      "nullPointMode": "connected",
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      "rangeMaps": [
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        "show": false
      },
      "tableColumn": "num",
      "targets": [
        {
          "alias": "",
          "format": "table",
          "hide": false,
          "rawSql": "select \ncount(tn) as num\nfrom ticket a left join dynamic_field_value g on (a.id=g.object_id and g.field_id=12), ticket_priority b, ticket_state c, ticket_type d, users e, queue f\nwhere \na.ticket_priority_id=b.id and\na.ticket_state_id=c.id and\na.type_id = d.id and\na.user_id=e.id and\na.queue_id = f.id and\na.queue_id in\n(\n231,\n232,\n128,\n45,\n46,\n47,\n62,\n230,\n48,\n125,\n127,\n195,\n126,\n49,\n194,\n51,\n52,\n55,\n228,\n57,\n139,\n457,\n63)\nand \na.ticket_state_id in (19,11,18)\n;\n",
          "refId": "A"
        }
      ],
      "thresholds": "50,75",
      "title": "Resueltos Administradores",
      "type": "singlestat",
      "valueFontSize": "80%",
      "valueMaps": [
        {
          "op": "=",
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      "valueName": "avg"
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    {
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