BMC Helix ITSM - Count of ITSM Tickets and Requests dashboard

As a Service Desk Manager, you can access the Count of ITSM Tickets and Requests dashboard to view the data of all the ITSM process tickets and requests that are logged. The data displayed here help you to track the total count of tickets and requests, the count of tickets and requests based on status or priority, and the trend of the number of tickets and requests for a selected time range.

For instructions about creating or editing dashboards, see Configuring dashboards, panels, and queries. For information about dashboard concepts, see Setting up dashboards.

Example: View logged ITSM tickets

Susan, a Service Desk Manager uses the Count of ITSM Tickets and Requests dashboard to view the tickets and requests that are logged for a SaaS customer for a selected time range.

apr22_itsm_usage_dashboard.png

To view the dashboard

  1. In the left navigation pane, hover over Dashboards dashboard_icon_dec_push.pngand click Browse.

  2. Click the Helix ITSM folder and then click Count of ITSM Tickets and Requests.

    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.

Panels in the Count of ITSM Tickets and Requests dashboard

Panel

Description

Example

Incident count

Displays the count of total number of incidents that are logged in the selected time range.

apr22_itsm_usage_incident_count.png

Incidents by priority

Displays the pie chart representation of the number of logged incidents, sorted by priority.

apr22_itsm_usage_incident_priority.png

Incident trend for last 12 months

Displays the trend of number of incidents that are logged in the past 12 months.

apr22_itsm_usage_incident_trend.png

Change request count

Displays the count of total number of change requests that are logged in the selected time range.

apr22_itsm_usage_change_req_count.png

Change requests by priority

Displays the pie chart representation of the number of change requests, sorted by priority.

apr22_itsm_usage_change_req_priority.png

Change request trend for last 12 months

Displays the trend of number of change requests that are logged in the past 12 months.

apr22_itsm_usage_change_req_trend.png

SRM Service request count

Displays the count of total number of service requests that are logged in the selected time range.

apr22_itsm_usage_srm_count.png

SRM Service requests by priority

Displays the pie chart representation of the number of logged SRM service requests, sorted by priority.

apr22_itsm_usage_srm_priority.png

SRM Service request trend for last 12 months

Displays the trend of number of SRM service requests that are logged in the past 12 months.

apr22_itsm_usage_srm_trend.png

DWPC Service requests count

Displays the count of total number of DWPC service requests that are logged in the selected time range.

apr22_itsm_usage_dwpc_count.png

DWPC Service requests by status

Displays the pie chart representation of the number of logged DWPC service requests, sorted by status.

apr22_itsm_usage_dwpc_status.png

DWPC Service requests trend last 12 months

Displays the trend of number of DWPC service requests that are logged in the past 12 months.

apr22_itsm_usage_dwpc_trend.png

Problem investigations count

Displays the count of total number of problem investigations that are logged in the selected time range.

apr22_itsm_usage_prob_invest_count.png

Problem investigations by priority

Displays the pie chart representation of the number of logged problem investigations, sorted by priority.

apr22_itsm_usage_prob_invest_priority.png

Problem investigation trend for last 12 months

Displays the trend of number of problem investigations that are logged in the past 12 months.

apr22_itsm_usage_prob_invest_trend.png

Known errors count

Displays the count of total number of known errors that are logged in the selected time range.

apr22_itsm_usage_known_error_count.png

Known errors by priority

Displays the pie chart representation of the number of logged known errors, sorted by priority.

apr22_itsm_usage_known_error_priority.png

Known errors trend for last 12 months

Displays the trend of number of known errors that are logged in the past 12 months.

apr22_itsm_usage_known_error_trend.png

Work order count

Displays the count of total number of work orders that are logged in the selected time range.

apr22_itsm_usage_workorder_count.png

Work orders by priority

Displays the pie chart representation of the number of logged work orders, sorted by priority.

apr22_itsm_usage_workorder_priority.png

Work orders trend for last 12 months

Displays the trend of number of number of work orders that are logged in the past 12 months.

apr22_itsm_usage_workorder_trend.png

Release request count

Displays the count of total number of release requests that are logged in the selected time range.

apr22_itsm_usage_release_request_count.png

Release requests by priority

Displays the pie chart representation of the number of logged release requests, sorted by priority.

apr22_itsm_usage_release_request_priority.png

Release requests trend for last 12 months

Displays the trend of number of number of release requests that are logged in the past 12 months.

apr22_itsm_usage_release_request_trend.png

Purchase request count

Displays the count of total number of purchase requests that are logged in the selected time range.

apr22_itsm_usage_purchase_req_count.png

Purchase request by status

Displays the pie chart representation of the number of logged purchase requests, sorted by status.

apr22_itsm_usage_purchase_req_status.png

Purchase requests trend for last 12 months

Displays the trend of number of purchase requests that are logged in the past 12 months.

apr22_itsm_usage_purchase_req_trend.png

Receiving record count

Displays the count of total number of received records in the selected time range.

apr22_itsm_usage_receiving_record_count.png

Receiving records by status

Displays the pie chart representation of the number of received records,, sorted by status.

apr22_itsm_usage_receiving_record_status.png

Receiving record trend for last 12 months

Displays the trend of number of received records that are logged in the past 12 months.

apr22_itsm_usage_receiving_record_trend.png

 

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