Glossary
The following glossary contains terms that are relevant to BMC Helix ITSM Insights:
Average priority
Average priority is calculated by adding the priority values and dividing by the total number of tickets in the cluster.
Trend
Refers to the average percentage daily increase or decrease in number of incidents created within a cluster.
Example:
You have 100 tickets that are divided into 3 clusters and the look back period is biweekly. The clusters are formed in this manner:
- Cluster 1: 30 tickets
- Cluster 2: 45 tickets
- Cluster 3: 25 tickets
Calculation for each cluster
To determine the average daily trend inside every cluster, the calculation is done in the following manner:
(Difference in the number of tickets created as compared to the previous day/Total tickets created on the previous day) *100
Day | Tickets created per day | Difference in the number of tickets created as compared to the previous day | Percentage increase or decrease w.r.t tickets on previous day |
|---|---|---|---|
Day 1 | 3 | - | - |
Day 2 | 0 | -3 | (-3 / 3 ) * 100 = -100% |
Day 3 | 5 | +5 | (+5 / 1 ) *100 = +500% |
……. | …. | …. | |
Day 13 | 7 | +3 | ~ -65% |
Day14 | 2 | -5 | (-5 /7 ) *100 = -71.42% |
The average percentage change in daily ticket creation for a cluster is then calculated in this manner: Trend Percentage / 13
Total Resolution Time
Refers to total time from when an incident is reported until the incident is resolved. This value indicates the total time taken for ticket resolution and is calculated by adding the resolution time for all tickets.
Total Effort
Indicates the total time spent when working on incidents in a cluster and is calculated if the customer is using the effort log. This value is calculated by using the values in the Total Time Spent field in Remedy ITSM.
Stop words
Commonly used words that will be ignored when the text is processed. For the purpose of analyzing text data, these words do not add much value. Generally, the most common stop words are “the”, “is”, “in”, “for”, “where”, “when”, “to”, “at” etc.
Look back time period
The time period used to search for incident data for a job run. For example, a look back period of 1 month means that the job uses a month's data till the day the job is run.
Look back date field
Date field that is used to search for incidents within the look back time period.