BMC Helix ITSM Aging Incident Analysis dashboard

As a Service Desk Manager, you can use the Aging Incident Analysis dashboard to view the following KPIs of open incidents:

  • The incidents that are open for more than 7, 14, and 30 days
  • The average number of times the incidents are reassigned
  • The open incidents that are categorized by support groups
  • The number of open incidents categorized by priority and the number of days open


For instructions about creating or editing dashboards, see Configuring-dashboards-panels-and-queries. For information about dashboard concepts, see Setting-up-dashboards.

Example: View incidents open for more than 30 days

Susan, the Service Desk Manager, wants to view all the incidents that are open for more than 30 days and are assigned to the HR support group. Susan can access the Aging Incident Analysis dashboard to view the count of incidents that are open for more than 30 days and are categorized by support groups.

Aging Incid Analysis Dashboard.png

To view the dashboard

  1. From the navigation menu menu_icon.png, click Dashboards.

  2. Click the Helix ITSM folder and then click Aging Incident Analysis.

    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 Aging Incident Analysis dashboard

Panel

Description

Example

Dashboard filters

Displays the filters to view the information on the dashboard. You can filter the data on the Aging Incident Analysis dashboard by Company, Assigned Group, and Priority.

Aging incident filter.png

Open Incidents > 7 days and <= 14 days

Displays incidents that are open for more than 7 days and less than or equal to 14 days.

Open incidents more then 7 days.png

Open Incidents > 14 days and <= 30 days

Displays incidents that are open for more than 14 days and less than or equal to 30 days.

Open incidents more then 14 days.png

Open Incidents > 30 days

Displays incidents that are open for more than 30 days.

Open incidents more then 30 days.png

Avg Incident Re-assignment

Displays the average number of times that an open incident is reassigned.

avg incident reassigned.png

Open Incidents by Assigned Group (> 7 days and <= 14 days)

Displays incidents that are open for more than 7 days and less than or equal to 14 days categorized by assigned group.

Click on the assigned group legend to hide or view the open incidents for the assigned group.

Open incidents by assigned group more then 7 days.png

Open Incidents by Assigned group (> 14 days and <= 30 days)

Displays incidents that are open for more than 14 days and less than or equal to 30 days categorized by assigned group.

Click on the assigned group legend to hide or view the open incidents for the assigned group.

Open incidents by assigned group more then 14 days.png

Open Incidents by Assigned Group (> 30 days)

Displays incidents that are open for more than 30 days categorized by assigned group.

Click on the assigned group legend to hide or view the open incidents for the assigned group.

Open incidents by assigned group more then 30 days.png

Average Re-assignments of incidents

Displays the average number of times that an open incident is reassigned categorized by number of days open.

avg incident reassigned in days.png

Count of Open Incidents by Aging and Priority

Displays the number of incidents categorized by Priority and number of days open.

Note

The rows and columns are displayed dynamically based on the selection made in the Company filter. The row or column is not displayed if there is no data available.

count of incidents by age and priority.png

 

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