BMC Helix ITSM - Count of ITSM Tickets and Requests dashboard

As a Service Desk Manager, you can access the Count of ITSM Tickets and Requests dashboard to view the data of all the ITSM process tickets and requests that are logged. The data displayed here help you to track the total count of tickets and requests, the count of tickets and requests based on status or priority, and the trend of the number of tickets and requests for a selected time range.

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

Example: View logged ITSM tickets

Susan, a Service Desk Manager uses the Count of ITSM Tickets and Requests dashboard to view the tickets and requests that are logged for a SaaS customer for a selected time range.

To view the dashboard

  1. From the navigation menu , click Dashboards.
  2. Click the Helix ITSM folder and then click Count of ITSM Tickets and Requests.

    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 Count of ITSM Tickets and Requests dashboard

PanelDescriptionExample
Incident countDisplays the count of total number of incidents that are logged in the selected time range.

Incidents by priorityDisplays the pie chart representation of the number of logged incidents, sorted by priority.

Incident trend for last 12 monthsDisplays the trend of number of incidents that are logged in the past 12 months.

Change request countDisplays the count of total number of change requests that are logged in the selected time range.

Change requests by priorityDisplays the pie chart representation of the number of change requests, sorted by priority.

Change request trend for last 12 monthsDisplays the trend of number of change requests that are logged in the past 12 months.

SRM Service request countDisplays the count of total number of service requests that are logged in the selected time range.

SRM Service requests by priorityDisplays the pie chart representation of the number of logged SRM service requests, sorted by priority.

SRM Service request trend for last 12 monthsDisplays the trend of number of SRM service requests that are logged in the past 12 months.

DWPC Service requests countDisplays the count of total number of DWPC service requests that are logged in the selected time range.

DWPC Service requests by statusDisplays the pie chart representation of the number of logged DWPC service requests, sorted by status.

DWPC Service requests trend last 12 monthsDisplays the trend of number of DWPC service requests that are logged in the past 12 months.

Problem investigations countDisplays the count of total number of problem investigations that are logged in the selected time range.

Problem investigations by priorityDisplays the pie chart representation of the number of logged problem investigations, sorted by priority.

Problem investigation trend for last 12 monthsDisplays the trend of number of problem investigations that are logged in the past 12 months.

Known errors countDisplays the count of total number of known errors that are logged in the selected time range.

Known errors by priorityDisplays the pie chart representation of the number of logged known errors, sorted by priority.

Known errors trend for last 12 monthsDisplays the trend of number of known errors that are logged in the past 12 months.

Work order countDisplays the count of total number of work orders that are logged in the selected time range.

Work orders by priorityDisplays the pie chart representation of the number of logged work orders, sorted by priority.

Work orders trend for last 12 monthsDisplays the trend of number of number of work orders that are logged in the past 12 months.

Release request countDisplays the count of total number of release requests that are logged in the selected time range.

Release requests by priorityDisplays the pie chart representation of the number of logged release requests, sorted by priority.

Release requests trend for last 12 monthsDisplays the trend of number of number of release requests that are logged in the past 12 months.

Purchase request countDisplays the count of total number of purchase requests that are logged in the selected time range.

Purchase request by statusDisplays the pie chart representation of the number of logged purchase requests, sorted by status.

Purchase requests trend for last 12 monthsDisplays the trend of number of purchase requests that are logged in the past 12 months.

Receiving record countDisplays the count of total number of received records in the selected time range.

Receiving records by statusDisplays the pie chart representation of the number of received records,, sorted by status.

Receiving record trend for last 12 monthsDisplays the trend of number of received records that are logged in the past 12 months.

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