This documentation supports releases of BMC Helix Dashboards up to December 31, 2021. To view the latest version, select the version from the Product version menu.

Service Request Overview dashboard

As a tenant administrator, editor, or viewer, use the Service Request Overview dashboard to see a high-level summary of service requests raised over a given period, as well as other statistics, such as:

  • The total number of service requests, active requests, failed requests, closed requests, the average time taken to resolve each request, average age of requests,  so on.
  • The trend of service request closure by channels, and by days for BMC Helix ITSM and BMC Helix Business Workflows.
  • The top ten intents requested by end-users in chatbot.

Minimum requirement

To view data in this dashboard, ensure that at least one service is present in BMC Helix ITSM.

Related topics

Roles-and-permissions

Channel-dashboard

Configuring-dashboards-panels-and-queries

Setting-up-dashboards

Example: Service Request Overview dashboard

John, the service delivery manager, wants to know how many active and failed requests were logged the previous day. He accesses the Service Request Overview dashboard to get the data for the previous day.

The following image shows the Service Request Overview dashboard with sample data:

SRODMainPage4.png


To view the dashboard

  1. Log into BMC Helix Dashboards.
  2. On the navigation pane, hover your mouse over the Dashboards icon  dashboard_icon.png  and click Manage.
  3. Click the Helix ITSM folder and then click Request Overview Dashboard.

Tip:
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 Service Request Overview dashboard