Ticket Resolver Value Dashboard

The Ticket Resolver Value dashboard compares key incident metrics, including resolution rates, MTTR, SLA breaches, response times, and usage trends between incidents with and without Ticket Resolver. The comparative metrics highlight the value Ticket Resolver delivers in incident management.

You can use filters to view the metrics for a specific company, support group, and date range.

To view the Ticket Resolver Value dashboard

Log in to BMC Helix Dashboards.
Expand the left navigation pane, and click Dashboards.
Search for the HelixGPT folder and click it.
Click Ticket Resolver Value Dashboard.
Select a time range for data.
The dashboard displays data for the last 30 days.

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.

The following figure shows a sample of the Ticket Resolver Value Dashboard:

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

Ticket Resolver Value Dashboard in BMC Helix ITSM filters

Use the following filters to adjust the incident KPIs and the table based on your requirements:

Company—Filter the metrics by a company.
Support Group—Filter the metrics by a support group.
Date range—Filter the metrics by a date range.

Panels in the Ticket Resolver Value Dashboard in BMC Helix ITSM

The following table describes the panels in the Ticket Resolver Value dashboard:

Panels	Description	Example
Total Incidents	Displays the total number of incidents for the selected company and support group.
# of Incidents with vs. without Ticket Resolver	Compares the percentage and the number of incidents with and without Ticket Resolver activated. Hover over the cursor on the pie chart to view the count of incidents.
Ticket Resolver Skills Usage	Displays the percentage of skills used by Ticket Resolver.
MTTR
MTTR with Ticket Resolver (Hrs)	Displays the time taken (in hours) between incident submission and its last resolution when Ticket Resolver is activated.
MTTR without Ticket Resolver (Hrs)	Displays the time taken (in hours) between incident submission and its resolution when Ticket Resolver is not activated.
MTTR Trend (Hrs)	Displays a trend graph comparing the average incident resolution time (in hours) with and without Ticket Resolver activated. Hover over the cursor on the graph to view the MTTR count.
# of Incidents with SLA Breached
SLA Breached Count with Ticket Resolver	Displays the count of breached SLAs when Ticket Resolver is activated.
SLA Breached Count without Ticket Resolver	Displays the count of breached SLAs when Ticket Resolver is not activated.
SLA Breached Trend (Hrs)	Displays a trend graph comparing the breached SLAs (in hours) with and without Ticket Resolver activated. Hover over the cursor on the graph to view the breached count.
Usage Trends
# of Unique Users interacted with Ticket Resolver	Displays the number of unique users who use Ticket Resolver.
Ticket Resolver Usage Trend (Days)	Displays a trend graph (in days) comparing the number of unique users and the number of new users using Ticket Resolver in the selected interval. Hover over the cursor on the graph to view the count of unique users and conversions.