This documentation supports the 21.3 version of BMC Helix ITSM: Service Desk.

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

KPI flashboard variables

KPI flashboards use variables to fetch the data that is used to create the flashboard graphs for the selected company. In most cases, you can control what data appears in the graph.

Incident Management KPI flashboard variables

The following tables list the Incident Management KPI graph types and active variable names.

Incidents resolved

Graph type

Variable name

Data displayed by the variable

Historical

HPD:INC:KPI_Incident_ResolvedHistory_V1

The number of escalated incident requests that were closed in the past year. This data is shown in the blue portion of the graph.

Historical

HPD:INC:KPI_Incident_ResolvedHistory

The number of non-escalated incident requests that were closed in the past year.

Real Time

HPD:INC:KPI_Incident_Resolved_Real

All of the closed incidents for the User Service Restoration service type that were closed without breaching the target date. This data is shown in the blue portion of the graph.

Real Time

HPD:INC:KPI_Incident_Resolved_Real_V1

All of the escalated closed incidents for the User Service Restoration service type. This data is shown in the yellow portion of the graph.

Rejected solutions

Graph type

Variable name

Data displayed by the variable

Historical

HPD:INC:KPI_Rejected_SolnHistory

The number of rejected solutions for the past year. This data is shown in the blue portion of the graph.

Historical

HPD:INC:KPI_Rejected_SolnHistory_V1

The number of resolved incidents for the past year. This data is shown in the yellow portion of the graph.

Real Time

HPD:INC:KPI_Rejected_Soln

The number of rejected solutions for the current reporting period. This data is shown in the blue portion of the graph.

Real Time

HPD:INC:KPI_Rejected_Soln_V1

The number of resolved incidents for the current reporting period. This data is shown in the yellow portion of the graph.

Incident backlog

Graph type

Variable name

Data displayed by the variable

Historical

HPD:INC:KPI_BacklogHistory

The number of incident requests that do not yet have Resolved, Closed, or Canceled status for the past year.

This graph uses only one variable. Hiding this variable prevents the graph from displaying any information.

Real Time

You cannot select active variables for this graph.

This real-time graph does not use active variables. The graphs shows the number of incident requests that do not have Resolved, Closed, or Canceled status for the current reporting period.

Service desk resolutions

Graph type

Variable name

Data displayed by the variable

Historical

HPD:INC:KPI_ServiceDeskHistory_v1

The number of incident requests that the service desk created during the past year. This data is shown in the yellow portion of the graph.

Historical

HPD:INC:KPI_ServiceDeskHistory

The number of incident requests that the service desk created and resolved during the past year. This data is shown in the blue portion of the graph.

Real Time

HPD:INC:KPI_ServiceDesk_V1

The number of incident requests that the service desk created during the reporting period. This data is shown in the blue portion of the graph.

Real Time

HPD:INC:KPI_ServiceDesk

The number of incident requests that the service desk created and resolved during the reporting period. This data is shown in the yellow portion of the graph.

Problem Management KPI flashboard variables

The following tables list the Problem Management KPI graph types and active variable names.

Problem Management KPI flashboards variables for incidents reported

Graph type

Variable name

Data displayed by the variable

Historical

PBM:PBI:KPI_ReportedIncidentsHistory

The number of registered incident requests that had the Service Type set to User Service Restoration or Infrastructure Restoration during the shown reporting period.

This graph uses only one variable. Hiding this variable prevents the graph from displaying any information.

Real time

You cannot select active variables for this graph.

This real-time graph does not use active variables. The graphs shows the number of registered incident requests with the Service Type set to User Service Restoration or Infrastructure Restoration.

Problem Management KPI flashboards variables for Problem Backlog

Graph type

Variable name

Data displayed by the variable

Historical

PBM:PBI:KPI_BacklogHistory

The number of problem investigations that were still open during the shown reporting period.

This graph uses only one variable. Hiding this variable prevents the graph from displaying any information.

Real time

You cannot select active variables for this graph.

This real-time graph does not use active variables. The graphs shows the number of problem investigations that are still open.

Problem Management KPI flashboards variables for Problem Management Activity

Graph type

Variable name

Data displayed by the variable

Historical

PBM:PBI:KPI_ActivityHistory

The number of problem investigations that were still open during the shown reporting period. This data is shown in the blue portion of the graph.

Historical

PBM:PBI:KPI_ActivityHistory_V1

The number of problem investigations that were closed during the shown reporting period. This data is shown in the yellow portion of the graph.

Real time

PBM:PBI:KPI_Activity

The number of problem investigations that are still open. This data is shown in the blue portion of the graph.

Real time

PBM:PBI:KPI_Activity_V1

The number of problem investigations that are closed. This data is shown in the yellow portion of the graph.

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