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:

Note

By default, the panels and filters that appear in the BMC Helix ITSM Incident dashboard are refreshed based on the time range filters.



To view the dashboard

  1. From the navigation menu , click Dashboards.
  2. 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:

PanelsDescriptionExample
Dashboard filters

Displays the following custom filters to view the incident management information on the dashboard:

  • Company
  • Assigned group
  • Priority

Additional global filter to get your expected search result:

  • Date and time range

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:

  • Unassigned
  • Overdue
  • Open
  • SLA breached
  • Average incidents re-assignments
  • Average open incidents age


Incident trend

Displays the number of incidents for the selected date and time range based on the following status values:

  • Created
  • Open
  • Critical
  • Resolved
  • Closed

These values are fetched from BMC Helix ITSM. You can click the status values in the chart to get the incident trend graph.

Incident status by assigned group

Displays the number of incidents based on the following status values:

  • Resolved
  • Open

You can click the bar charts to view the Priority and Status report in the Incident Details - Drill-through dashboard.



Open incidents cross-tab - Priority and Status

Displays the number of open incidents based on the following status values:

  • Priority
  • Status

You can click the number of open incidents to view the Priority and Status report in the Incident Details - Drill-through report.

Incidents assignment heatmap

Displays the number of incidents based on the following details:

  • Assigned support company
  • Assigned group
  • Status
  • Priority

You can click the number of incidents to view the Incident Details - Drill-through 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.

For a list of icons and operations that are common across dashboards, see BMC Helix Dashboards overview.

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