This article describes the needed steps to get HappySignals demo to run with your own data.
HappySignals Lightweight POC allows you to import your operational ticket data categories from your ticketing system to the HappySignals Platform. This is done to understand exactly how HappySignals would work for your organization. But don't worry—no personal data or ticket content is transferred.
The only thing from you as a customer is that you or your ITSM-tool delivery partner will run one report in your system and send that data to HappySignals. We will then prepare the demo for you to see and share in your organization.
If you are not yet a customer and would like to discuss the POC further, please email support@happysignals.com.
Steps for successful data export
1. Review this article and get ready for the ticket data export
2. Gather the necessary data from your ticketing system
3. Format and review the exported data
4. (Optional) Include additional information to enhance your demonstration
5. Send the data to HappySignals
6. HappySignals sets up the environment and prepare your demo
General Requirements
Export category data from a minimum of 500 tickets, with a recommended range of 1.000 to 10.000 tickets over a period of 1 to 3 months.
To ensure the most comprehensive data, please confirm that all tickets are in a closed state.
While the export is typically conducted from Incident records, you may also include data from your Request process, if applicable.
Exporting Incident Data
Look at the Incident Sample CSV file which contains an example of what to collect for POC data. You can import this data from your ticketing system, but pay attention to the data definitions below.
Keep in mind that your data model may differ, and you might not possess information for all fields listed. Additionally, you have the option to incorporate extra data fields into your POC environment as needed.
If you are a ServiceNow customer, typically the export is done from Incident table.
Mandatory:
| Caller Country | Select the Caller's Country here, typically found in Location or User records |
| Case's Contact Type | Select the Case's contact type, e.g. Phone, Portal |
| Case's Reassignment Count | Select the Reassignment count of the Case |
You probably have these:
| Ticket Number | Case's ID |
| Case's Category | The highest level of categorization like "Inquiry/Help" |
| Caller Location | Select the Caller's Location title here, typically Street name or similar |
| Caller Company | Select Caller's Company, business unit or department. You can also add multiple fields to present your organisational structure |
| Caller Language | Callers Preferred Language |
| Assignment Group | Which group handled the case - select the group. |
| Priority of the Case | Select the priority from the Case data |
| Ticket creation time | Timestamp when a ticket was created |
| Ticket resolution time | Timestamp when a ticket was resolved |
You might have these fields:
| Case's business Service | Select Business Service or Service Offering here |
| Case's Secondary Category | If there is more categorization available, select what you want here. |
| Catalog/Configuration Item | If your Cmdb data is not sensitive, send the cases item name here |
| Vendor Name | If Case knows it's Vendor, add it here |
| Case's Third Category | There might even be a 3rd category available. Choose what you are interested in. |
| Region | If a region is defined, use this field |
| Caller Job Role / Persona | If you have more detailed information about the end-user which describes their job function / role / persona. You can add that into your data export |
| Caller Employment start time | Timestamp when end-user started to work in your organization. Typically you can use end-user (caller) record creation timestamp (created_at) |
Exporting Request Data
Exporting requested item data is similar to exporting the incident above. If you are a ServiceNow customer, the export is typically done from the Requested Item table.
Additional data points
The data you export above will be instrumental in helping us create demo data for your Ticket-based Measurement areas. Plus, we’ll also utilize user and caller-related data points to craft demo data for other important measurement areas.
To ensure we provide you with the most accurate demo data for your Enterprise Applications, Laptops & Computers, or Mobile Devices, you can also include the following information alongside your data export.
Laptop & Computers
5-10 examples of devices your employees typically uses:
- Device model and Manufacturer
- Typical lifetime of the device (e.g. device leasing time is 3 years)
- Operating system
- Information if the model is mainly used by a specific department or job role
E.g. Apple Macbook Pro 14" M4, 4 years, macOS Sequoia, used mainly by our Sales department
Mobile Devices
5-10 examples of devices your employees typically use:
- Device model and Manufacturer
- Typical lifetime of the device (e.g. device leasing time is 3 years)
- Operating system
- Information if the model is mainly used by a specific department or job role
E.g. Apple iPhone 16 Pro, 3 years, latest iOS, used mainly by our managers
Enterprise Applications
5-10 examples of enterprise applications your employees are using that are important for your business and that you would like to get more detailed insights from users.
- Application name
- Information on who typically uses the application
E.g. Microsoft Teams (all employees), Salesforce (mainly used by sales and finance department)
Please note that the additional information above is not mandatory but will give you a better demonstration of the HappySignals platform and its value to your organization. It can be simply added to an email or in any format you would like. It doesn't need to be a CSV export from your ITSM tool.