This documentation supports the 22.1 version of BMC Helix ITSM Insights.To view an earlier version, select the version from the Product version menu.

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.

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.

 

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