BMC Helix ITSM Incident dashboard
The Incident dashboard displays the Incident Management ticket information. For instructions about creating or editing dashboards, see Configuring dashboards, panels, and queries. For information about dashboard concepts, see Setting up dashboards.
The following image shows the statistics for incidents created in the Incident dashboard, including incident trend, incident status by support group, priority and status of incidents, and incidents assignment heatmap with sample data:
For a list of icons and operations that are common across dashboards, see Navigating dashboards.
To view the dashboard
- On the left navigation pane, hover your mouse over the Dashboards icon
and click Manage. Click the Helix ITSM folder and then click Incident Dashboard.
Tip: Quick access from the home page
To quickly open the dashboard from the home page, mark it as a favorite by using the star icon. Additionally, after you open a dashboard, it is available under Recently viewed dashboards on the home page.
Panels in the Incident dashboard
The following table describes the panels in the Incident dashboard:
| Panels | Description | Example |
|---|---|---|
| Dashboard filters | Displays the following custom filters to view the incident management information on the dashboard:
Additional global filter to get your expected search result:
By default, the search result displays the relevant information of last 30 days. |
|
| Incident statistics | Displays the number of incidents based on the following status values:
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| Incident trend | Displays the number of incidents for the selected date and time range based on the following status values:
These values are fetched from BMC Helix ITSM. You can click the status values in the chart to get the incident trend graph. |
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| Incident status by assigned group | Displays the number of incidents based on the following status values:
You can click the bar charts to view the Priority and Status report in the Drill through Incident Details dashboard. |  |
| Open incidents cross-tab - Priority and Status | Displays the number of open incidents based on the following status values:
You can click the number of open incidents to view the Priority and Status report in the Incident Details report. |
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| Incidents assignment heatmap | Displays the number of incidents based on the following details:
You can click the number of incidents to view the Incident Details report for incidents with the specific status and priority. For example, in the adjoining image, if you click 9, you can view the number of new incidents with High priority for CA Support 2 group. |
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