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

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ROI active variables

The ROI flashboards use active variables to fetch the data that is used to create the graphs. The following tables list the Cost of Incident Handling and the Cost of Outages active variable names and the meaning of the information they provide.

The active variable used to determine the actual cost of incident handling and the actual cost of outages depends on which value the ROI administrator selects for the Effort Input parameter (for incident handling) and Outage Input parameter (for outages). For more information, see Configuring ROI flashboards.

Cost of Incident Handling active variables (Effort Input = Specify Effort Estimate)

Active variable name

Meaning

ROI:Costofcallhandling_Baseline

Baseline costs

ROI:Costofcallhandling_Actual

Actual costs

Cost of Incident Handling active variables (Effort Input = Use Projected Effort)

Active variable name

Meaning

ROI:Costofcallhandling_Baseline

Baseline costs

ROI:Costofcallhandling_UsingprojectedeffortActual costs

Cost of Incident Handling active variables (Effort Input = Calculate Cumulative Effort)

Active variable name

Meaning

ROI:Costofcallhandling_Baseline

Baseline costs

ROI:Costofcallhandling_Usingcumulativeeffort

Actual costs

Cost of Outages (Outage Input = Cumulative Resolution)

Active variable name

Meaning

ROI:CIUnavailability_Baseline

The projected cost. The values for the cost are selected from the configuration form.

ROI:CIUnavailability_INC

The actual cost. The values are selected from the Incident form and the configurations to arrive at the actual cost.

Cost of Outages (Outage Input = Specify Estimated Outages)

Active variable name

Meaning

ROI:CIUnavailability_Baseline

The projected cost. The values for the cost are selected from the configuration form.

ROI:CIUnavailability_Estimated

The actual cost. The values are selected directly from configuration forms for calculation.

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