BMC Helix ITSM Open Incident Analysis dashboard

As a Service Desk Manager, you can use the Open Incident Analysis dashboard to view the following KPIs:

The total number of open incidents, open incidents that relate to problems, Critical Services, Major Incidents, and Service CIs
The total number of open incidents grouped by Operational Categorization
Top services with most open major incidents
Top support groups with most open incidents
Top CIs with most open incidents
Top services with most open incidents
Total number of incidents grouped by Problem Status

As a Service Desk Manager, you can use the Open Incident analysis dashboard to view the KPIs, such as problem investigations, major incidents, critical services CIs, operational categorization, of open incidents. Open incidents include all incidents that have the following statuses:

New
Assigned
In Progress
Pending

For instructions about creating or editing dashboards, see Configuring dashboards, panels, and queries. For information about dashboard concepts, see Setting up dashboards.

Example: View open incidents for the business service

After the recent operating system update, the BS-Green service for most of the employees is not working. Susan, the Service Desk Manager, wants to know the number of open incidents for the BS-Green service.

To view the dashboard

In the left navigation pane, hover your mouse over Dashboards and click Manage.
Click the Helix ITSM folder and then click Open Incident Analysis.
Tip

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 Open Incident Analysis dashboard

Panels	Description	Example
Dashboard filters	Displays the filters to view the information on the dashboard. You can filter the data on the Open Incident Analysis dashboard by Company.
Open Incidents	Displays total number of open incidents.
Open Incidents related to Problems	Displays the number of open incidents that relate to problem investigations.
Open Incidents related to Critical Services	Displays the number of open incidents that relate to critical service CIs. In Critical Service CIs, Urgency of a CI is set to Critical.
Open Major Incidents	(Applicable to Helix ITSM 21.3 or later) Displays the number of open major incidents. In major incidents, the Major Incident field is set to Yes. Note: If you are using Helix ITSM version 21.2 or earlier, an error is displayed in the panel.
Open Incidents related to Service CIs	Displays the number of incidents that relate to a Service CI.
Open Incidents by Operational Categorization	Displays the number of open incidents grouped by operational categories. Click the No Category legend to view the open incidents that are without any operational category.
Top 5 Services with Most open Major Incidents	(Applicable to Helix ITSM 21.3 or later) Displays top five services with the most number of open major incidents. Note: If you are using Helix ITSM version 21.2 or earlier, an error is displayed in the panel.
Top 10 Support Groups with Most Open Incidents	Displays the number of open incidents grouped by Support Groups. Click on the support group legend to hide or view the open incidents for that support group.
Top 5 CIs with Most Open Incidents	Displays top five CIs with the highest number of open incidents.
Top 5 Services with Most Open Incidents	Displays top five Services with the highest number of open incidents.
Open Incidents by Problem Status	Displays the number of open incidents grouped by Problem Investigation status. Click on the Problem investigation status to hide or view the open incidents for that status.

BMC Helix ITSM Open Incident Analysis dashboard

Example: View open incidents for the business service

To view the dashboard

Panels in the Open Incident Analysis dashboard

Comments