Incident SLA Performance Archive dashboard

As a dashboard user, you can use the Incident SLA Performance Archive dashboard to track the performance of archived incident response and resolution SLAs and check whether the targeted SLAs were met or missed.

The archived dashboards ensure compliance with retention policies and have no impact on the system performance when you access archived records.

The Incident SLA Performance Archive Dashboard has the following two sections:

Incident Response SLA Performance
Incident Resolution SLA Performance

You can expand or collapse each section to get the metrics of incident response or resolution SLAs.

For instructions on creating or editing dashboards, see Configuring-dashboards-with-additional-customizations. For information about dashboard concepts, see Creating-and-customizing-dashboards.

Important
Archival policy in ITSM needs to be configured and enabled to view details in the Printable Archived Details dashboards. For more details, see BMC Helix ITSM data archiving.

Example: Incident SLA Performance Archive dashboard

Alex, the Service Level Manager, wants to view the performance of response SLAs for critical, archived incidents. To do this, Alex can access the Incident SLA Performance Archive dashboard to get the percentage of missed and met response SLAs for archived critical incidents.

The following image shows the Incident SLA Performance Archive dashboard with sample data:

For a list of icons and operations that are common across dashboards, see BMC-Helix-Dashboards-overview.

To view the Incident SLA Performance Archive dashboard

From the navigation menu , click Dashboards.
Click the Helix ITSM folder and then click Incident SLA Performance Archive.
Tip: Quick access from the home page
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 Incident SLA Performance Archive dashboard

Panels	Description	Example
Dashboard filters	Displays the filters to view the archived information on the dashboard. You can filter data on the Incident SLA Performance Archive dashboard by using the following filters: Assigned Support Company Assigned Support Organization Assigned Group Additionally, you can filter the data by using the date and time range global filter. By default, the search result displays the data of last 30 days.
Incident Response SLA performance
Response SLA performance by Incident Priority	Displays the percentage of archived Response SLAs that were met or missed for each priority of incident tickets in the past, such as Critical, High, Medium, and Low.
Response SLA performance by Incident Priority and Service Target	Displays the count of archived response service targets that were met or missed, for each priority of incident tickets in the past. The panel displays the data for the following parameters: Priority Service Target Title Measurement Status You can click the total numbers to view the archived incident SLA details. The incident SLA details are displayed in the Incident SLA Details - Drill-through dashboard.
Incident Resolution SLA performance
Resolution SLA performance by Incident Priority	Displays the percentage of archived Resolution SLAs that were met or missed for each priority of incident tickets in the past, such as Critical, High, Medium, and Low.
Resolution SLA performance by Incident Priority and Service Target	Displays the count of archived resolution service targets that were met or missed, for each priority of incident tickets in the past. The panel displays the data for the following parameters: Priority Service Target Title Measurement Status You can click the total numbers to view the incident SLA details. The incident SLA details are displayed in the Incident SLA Details - Drill-through dashboard.