BMC Helix ITSM Incident Agent Dashboard
The Incident Agent Dashboard shows metrics of all open incidents assigned to the logged-in service desk agent, regardless of the support group to which the agent belongs. The agent can use the dashboard to analyze the current workload and prioritize the work accordingly.
Example: View the summary of your open incidents based on their status, SLA status, and priority
Carl, a service desk agent, wants to view the total number of open incidents assigned to him and their status, SLA status, and priority. This information will help him analyze his workload and prioritize his work. For example, Carl might want to first work on incidents with Critical priority.
Carl uses the Incident Agent Dashboard to view the metrics of his open incidents. He can also view the list of these incidents and open these incidents from the dashboard.
To view the Incident Agent Dashboard
- From the navigation menu
, click Dashboards. - Click the Helix ITSM folder and then click Incident Agent Dashboard.
Panels in the Incident Agent Dashboard
The following table describes the fixed panels in the Incident Agent Dashboard:
Panels | Description | Example |
|---|---|---|
All Assigned To Me | Displays the total number of open incidents assigned to you. The color of the number changes based on the threshold values set for the number of open incidents. |
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My Assigned Incidents per Status | Displays a pie chart representing the number of incidents in Assigned, In Progress, and Pending status out of your total open incidents. The panel also displays legends along with the number and percentage of Assigned, In Progress, and Pending incidents. |
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Resolution SLA Status | Displays a pie chart representing the number of incidents in the following resolution SLA statuses:
The panel also displays legends along with the number and percentage of incidents in each SLA status. The total number of incidents in the Resolution SLA Status panel might differ from the total number of your open incidents because some open incidents might not have an SLA. |
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My Assigned Incidents Per Priority | Displays a pie chart representing the number of Critical, High, Medium, and Low priority incidents out of your total open incidents. The panel also displays legends along with the number and percentage of incidents based on incident priority. |
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The following table describes the Dynamic Panel in the Incident Agent Dashboard:
Panels | Description | Example |
|---|---|---|
Dynamic Panel | This panel displays incidents based on what you select in the fixed panel. For example, if you click the Already Missed portion in the pie chart in the Resolution SLA Status panel, this panel displays incidents that have breached the SLA. By default, the Dynamic Panel displays all open incidents 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 incidents assigned to you, click the displayed number in the All Assigned To Me panel. The list of open incidents is displayed in the Dynamic Panel.
- To include or exclude incidents 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 incidents with Stopped Clock SLA status from the pie chart in the Resolution SLA Status panel, click the Stopped Clock legend in the panel. - To view the list of incidents with a specific status or priority, click the portion in the pie chart representing that status or priority. The list of incidents with the specific status or priority is displayed in the Dynamic Panel.
For example, to view the list of incidents in an Assigned status, click the Assigned portion in the pie chart in the My Assigned Incidents per Status panel. - To open an incident in BMC Helix ITSM, click its incident ID in the Dynamic Panel.