Proactive problem management Advanced Analytics dashboard

As a problem coordinator, use the Proactive Problem Management Advanced Analytics dashboard to perform advanced analyses of Proactive problem management incidents. Leverage the filters and visual metrics in the dashboard for easy and seamless insights on Proactive problem management jobs.

The Proactive problem management Advanced Analytics dashboard is available only with 25.2.02 and later versions.
For instructions about creating or editing dashboards, see Configuring dashboards with additional customizations and Creating and customizing dashboards.

Scenario

Colin, the problem coordinator, working at Calbro Inc, is investigating multiple issues related to a specific support group. He wants to perform advanced analysis of all related major incidents spread across different Proactive problem management clusters.

He applies the relevant filters to view the visual metrics and the table to understand the volume of incidents and their resolution methods to further his problem investigation.

He views the following details on the dashboard:

Volume of Incidents by Assigned Group
Volume of Incidents by Service CI
Volume of Incidents by Operational Categorization Tier 1
Volume of Incidents by Product Categorization Tier 1
PPM Incident Detail based on applied filters

The following image shows the Proactive problem management Advanced Analytics dashboard with sample data:

Proactive problem management Advanced Analytics dashboard filters

Use the following filters to adjust the visual metrics and the table based on your requirements to understand the incident volume and their resolution methods:

PPM Job Name – Filter by the job.

When you select a job, the job and its lookback period of the incidents are displayed:
Priority – Filter by the incident priority.
Service type – Filter by the service type of the incidents.
Service CI – Select the configuration item based on which the incidents are created.
Status – Filter incidents based on their status.
Submitter – Filter by the submitter's name who created the incident.
Incident Submit Date – Select the date range within which the incident was created.
Incident resolved date – Select the date range within which the incident was resolved.

You can hide or add more filters based on the configuration. For more details, see Setting up variables for dashboard queries.

To view the dashboard

From the navigation menu , click Dashboards.
Click the Helix AI Service Management folder and then click Proactive problem management Advanced Analytics 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.

Widgets in the Proactive problem management Advanced Analytics dashboard

The following table describes the Proactive problem management Advanced Analytics dashboard widgets:

Widget	Description	Example
Volume of Incidents by Assigned Group	Displays the number of incidents for each assigned group. Based on your filter selection, all available assigned groups are displayed in different colors. Hover over a section of the assigned group in the widget to view its total incident count. The assigned groups appear under the widget in their respective color coding.
Volume of Incidents by Service CI	Displays the number of incidents for each service configuration item. Based on your filter selection, all available service configuration items are displayed in different colors. Hover over a section of the service configuration item to view its total incident count. The service CIs appear under the widget in their respective color coding.
Volume of Incidents by Operational Categorization Tier 1	Displays the number of incidents for each operational categorization tier 1. Based on your filter selection, all available operational categorization tier 1 details are displayed in different colors. Hover over a section of the operational categorization tier 1 to view its total incident count. The operational categorization tier 1 details appear under the widget in their respective color coding.
Volume of Incidents by Product Categorization Tier 1	Displays the number of incidents for each product categorization tier 1. Based on your filter selection, all available product categorization tier 1 details are displayed in different colors. Hover over a section of the product categorization tier 1 to view its total incident count. The product categorization tier 1 details appear under the widget in their respective color coding.

Note:

The widgets derive their details from the Proactive problem management job’s data set. By default, Assigned Group, Service CI, and Operational Categorization Tier 1 are selected in the data set.
However, to view the Volume of Incidents by Product Categorization Tier 1 widget, you must include Product Categorization Tier 1 in your job’s data set.
For more information, see Configuring Proactive problem management settings for recurring jobs and Configuring one-time job settings for proactive problem management.

To modify the incident range displayed in the widget

On the widget panel, click Edit.
On the Transform data tab, in the Filter data by values section, in the Value field, enter the number of incidents.

Other details on the dashboard

You can sort and filter the columns based on your requirements.
Based on the filters that you select on the dashboard, the incident details and their resolution methods are displayed:

Note:

By default, the table displays a maximum of 1000 incidents.

To configure the number of incidents to be displayed in the table and the widgets:

Click on the dashboard.
On the Settings page, on the Variables tab, in the incident_count variable, enter a value less than 10000.
The default value is 1000. However, you can set a value up to 10000.

To rename, hide, or show columns in the table:
1. On the table, click Edit.
2. On the Transform data tab, hide or add the columns.
3. (Optional) Rename the columns.