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This documentation applies to the 8.1 version of Service Desk, which is in "End of Version Support." You will not be able to leave comments.

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Remedy Service Desk 8.1 ... Using Using flashboards Using the KPI flashboards KPI flashboard variables

Incident Management KPI flashboard variables

Unknown macro: {multi-excerpt} The following tables list the Incident Management KPI graph types and the active variable names, and describes the information they provide. This helps you to understand the effects of hiding or displaying a specific variable.

Incidents resolved

Graph type

Variable name

Data displayed by the variable

Historical

HPD:INC:KPI_Incident_ResolvedHistory_V1

Displays 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

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

Real Time

HPD:INC:KPI_Incident_Resolved_Real

Displays 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

Displays 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

Displays 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

Displays 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

Displays 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

Displays 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

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

Note: 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. It displays 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

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

Historical

HPD:INC:KPI_ServiceDeskHistory

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

Real Time

HPD:INC:KPI_ServiceDesk_V1

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

Real Time

HPD:INC:KPI_ServiceDesk

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

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Last modified by Bruce Cane on Jan 02, 2013
reference kpi_flashboards variables active_variables kpis

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