BMC ProactiveNet Performance Management Reporting contains the following predefined templates for event to incident correlation reports. For each report, you must specify the dates to include.
Event to incident correlation reports are created using universes of both BMC ProactiveNet Performance Management Reporting and BMC Analytics for Business Service Management. To view these reports, ensure that the following requirements are met:
- BMC ProactiveNet Performance Management and BMC Remedy IT Service Management applications are successfully integrated using the Integrating with BMC Remedy Service Desk.
- BMC Analytics for Business Service Management is installed.
- BMC ProactiveNet Performance Management Reporting and BMC Analytics for Business Service Management use the same installation of BusinessObjects.
The versions supported for this integration are:
- BMC IT Service Management version 8.1
- BMC Analytics for Business Service Management version 7.6.06 Patch 3, 8.1.
| Report | Description | Screenshot |
|---|---|---|
| Escalated Incident | This report displays the percentage of events that are escalated within the support organization. The data is presented by severity and location. Escalated incidents are those events that are closed by anyone other than Level 1 Support and where the Escalated flag is set to Yes. This report can be used by IT Operations managers to identify areas that generate more escalated incidents and therefore require a closer look to find out the reasons for this high volume. |  |
| Event To Incident | This report displays the percent of events that became incidents. The data is presented by service and location. This report can be used by IT Operations managers to track the rate of escalation in terms of events that require manual handling through the support process. |  |
| Scorecard Summary | The report is a summary health report indicating event-related metrics for the last 24 hours. The data is presented for events and incidents associated with them. This report can be used by IT Operations managers and executives to provide a single snapshot of the services health from the events perspective. Executives can compare the current rates to the average rates over the last 30 days and check if there is an abnormal rate that requires the special attention. |  |
Note
Event to incident correlation report folder contains sub-folders according to ITSM databases - ITSM ORACLE and ITSM SQLSERVER. You must refresh the reports from the respective folder depending on the ITSM database used.
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