BMC Helix ITSM Change Agent Dashboard
The Change Agent Dashboard shows metrics of all open change requests assigned to the logged-in change coordinator. The change coordinator can use the dashboard to analyze the current workload and prioritize the work accordingly.
Example: View the summary of your open change requests based on their class, status, and priority
Charlie, a change coordinator, wants to view the total number of open change requests assigned to him and their class, status, and priority. This information will help him analyze his workload and prioritize his work. For example, Charlie might want to first work on change requests with Critical priority.
Charlie uses the Change Agent Dashboard to view the metrics of his open change requests. He can also view the list of these change requests and open them from the dashboard.
To view the Change Agent Dashboard
- From the navigation menu
, click Dashboards. - Click the Helix ITSM folder and then click Change Agent Dashboard.
Panels in the Change Agent Dashboard
The following table describes the fixed panels in the Change Agent Dashboard:
Panels | Description | Example |
|---|---|---|
My Assigned Changes | Displays the total number of open change requests assigned to you. The color of the number changes based on the threshold values set for the number of open change requests. |
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My Changes by Class | Displays a pie chart representing the number of change requests based on their class out of your total open change requests. The panel also displays legends along with the number and percentage of change requests based on their class. For more information about change classes, see Change control process flows. |
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My Changes by Status | Displays a pie chart representing the number of change requests based on their status out of your total open change requests. The panel also displays legends along with the number and percentage of change requests based on their status. For more information about change request statuses, see Stages of a change request. |
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My Changes by Priority | Displays a pie chart representing the number of Critical, High, Medium, and Low priority change requests out of your total open change requests. The panel also displays legends along with the number and percentage of change requests based on their priority. |
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The following table describes the Dynamic Panel in the Change Agent Dashboard:
Panels | Description | Example |
|---|---|---|
Dynamic Panel | This panel displays change requests based on what you select in the fixed panel. For example, if you click the Critical portion in the pie chart in the My Changes by Priority panel, this panel displays the critical change requests. By default, the Dynamic Panel displays all open change requests assigned to you. |
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Working with the panels
You can perform the following actions in the panels:
- To view the list of open change requests assigned to you, click the displayed number in the My Assigned Changes panel. The list of open change requests is displayed in the Dynamic Panel.
- To include or exclude change requests belonging to a specific category from a pie chart, click the legend representing the category to include or exclude the category.
For example, to exclude the change requests that are in a Draft state from the pie chart in the My Changes by Status panel, click the Draft legend in the panel. - To view the list of change requests with a specific class, status, or priority, click the portion in the pie chart representing that class, status, or priority. The list of change requests with the specific class, status, or priority is displayed in the Dynamic Panel.
For example, to view the list of change requests with Emergency class, click the Emergency portion in the pie chart in the My Changes by Class panel. - To open a change request in BMC Helix ITSM, click its change request ID in the Dynamic Panel.