Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Viewing the SLA dashboard for incidents

The Service level Agreement (SLA) dashboards for incidents shows various graphs that provide SLA related information for incidents. You can also customize the criteria that is applied for each graph as per your requirements.

For more information about these graphs and how to access the dashboard, see the following sections:

Types of SLA graphs

The following table describes each graph and their criteria. You can also modify the criteria if required.

Graph nameDescription
Service Target due Within 24 Hours

This graph shows all only those service targets that are due in 24 hours of your business hours. In case if any of them are cancelled or missed during this time, those service targets will not appear in the graph.

The following criteria is applied for this graph:

(Incident Service Target) Relative Remaining Time in Minutes <= 1440 AND

(Incident Service Target) Status != Met AND Status != Canceled

Service Targets Due in This Week

This graph shows the status of service targets that have end date falling in the current week. It shows due and missed service targets.

The following criteria is applied for this graph:

Range for Target End Date is This Week AND

(Incident Service Target) Status != Met AND Status != Canceled

Service Target Health for This Month

This graph shows the overall status of all service targets that are due in this month. For example, it shows service targets that are due, met, or missed in the current month.

The following criteria is applied for this graph:

Range for Target End Date is This Month

Monthly Trend (Met/Missed Targets)

This graph shows the monthly status of service targets that have end date falling in the current financial year. It shows met and missed service targets.

The following criteria is applied for this graph:

Range for Target End Date is Current FY AND

(Incident Service Target) Status = Met AND Status = Missed

Quarterly Trend (Met/Missed Targets)

This graph shows the quarterly status of service targets that have end date falling in the current financial year. It shows met and missed service targets.

The following criteria is applied for this graph:

Range for (Incident Service Target) Target End Date is Current FY AND

(Incident Service Target) Status = Met AND Status = Missed

Service Targets for Open Incidents

This graph shows the overall status of the service targets for incidents whose state is open.

The following criteria is applied for this graph:

(Incident) State Open = True

Top 10 Paused Service Targets

This graph shows top 10 service targets whose clock is paused for more than 24 hours.

The following criteria is applied for this graph:

(Incident Service Target) Clock = Paused AND

(Incident Service Target) Relative Paused Duration in Minutues > 1440

Long Paused Service Targets

This graph shows all service targets whose clock is paused for more than 24 hours.

The following criteria is applied for this graph:

(Incident Service Target) Clock = Paused AND

(Incident Service Target) Relative Paused Duration in Minutues > 1440

Top 5 Used SLAs

This graph shows top 5 agreements that are applied to incidents.

The following criteria is applied for this graph:

Range for (Incident Service Target) Created Date is Current CY AND

(Incident Service Target) Agreement != Blank

Top 10 Service Targets by Category

This graph shows top 10 categories of incidents where service targets are applied.

The following criteria is applied for this graph:

Range for (Incident Service Target) Created Date is Current CY

Top 5 Service Targets by Queue

This graph shows top 10 queues of incidents where service targets are applied.

The following criteria is applied for this graph:

Range for (Incident Service Target) Created Date is Current CY

(Incident) Queue != Blank

To view the SLA dashboard for incidents

  1. Navigate to the Dashboard tab.
  2. Under the Folders section, enter SLA Dashboard in the search box and press Enter.
  3. From the search result, click BMC Remedyforce Incident: SLA Dashboard.
  4. In the right pane, click SLA Dashboard: Incident and Service Request Management in the right pane.

Was this page helpful? Yes No Submitting... Thank you

Comments