Incident Management KPI flashboard variables
The following tables list the Incident Management KPI graph types and the active variable names, and describes the information they provide. This helps you to understand the effects of hiding or displaying a specific variable.
Incidents resolved
Graph type | Variable name | Data displayed by the variable |
|---|---|---|
Historical | HPD:INC:KPI_Incident_ResolvedHistory_V1 | Displays the number of escalated incident requests that were closed in the past year. This data is shown in the blue portion of the graph. |
Historical | HPD:INC:KPI_Incident_ResolvedHistory | Displays the number of non-escalated incident requests that were closed in the past year |
Real Time | HPD:INC:KPI_Incident_Resolved_Real | Displays all of the closed incidents for the User Service Restoration service type that were closed without breaching the target date. This data is shown in the blue portion of the graph. |
Real Time | HPD:INC:KPI_Incident_Resolved_Real_V1 | Displays all of the escalated closed incidents for the User Service Restoration service type. This data is shown in the yellow portion of the graph. |
Rejected solutions
Graph type | Variable name | Data displayed by the variable |
|---|---|---|
Historical | HPD:INC:KPI_Rejected_SolnHistory | Displays the number of rejected solutions for the past year. This data is shown in the blue portion of the graph. |
Historical | HPD:INC:KPI_Rejected_SolnHistory_V1 | Displays the number of resolved incidents for the past year. This data is shown in the yellow portion of the graph. |
Real Time | HPD:INC:KPI_Rejected_Soln | Displays the number of rejected solutions for the current reporting period. This data is shown in the blue portion of the graph. |
Real Time | HPD:INC:KPI_Rejected_Soln_V1 | Displays the number of resolved incidents for the current reporting period. This data is shown in the yellow portion of the graph. |
Incident backlog
Graph type | Variable name | Data displayed by the variable |
|---|---|---|
Historical | HPD:INC:KPI_BacklogHistory | Displays the number of incident requests that do not yet have Resolved, Closed, or Canceled status for the past year. This graph uses only one variable. Hiding this variable prevents the graph from displaying any information. |
Real Time | You cannot select active variables for this graph. | This real time graph does not use active variables. It displays the number of incident requests that do not have Resolved, Closed, or Canceled status for the current reporting period. |
Service desk resolutions
Graph type | Variable name | Data displayed by the variable |
|---|---|---|
Historical | HPD:INC:KPI_ServiceDeskHistory_v1 | Displays the number of incident requests that were created by the service desk during the past year. This data is shown in the yellow portion of the graph. |
Historical | HPD:INC:KPI_ServiceDeskHistory | Displays the number of incident requests that were created and resolved by the service desk during the past year. This data is shown in the blue portion of the graph. |
Real Time | HPD:INC:KPI_ServiceDesk_V1 | Displays the number of incident requests that were created by the service desk during the reporting period. This data is shown in the blue portion of the graph. |
Real Time | HPD:INC:KPI_ServiceDesk | Displays the number of incident requests that were created and resolved by the service desk during the reporting period. This data is shown in the yellow portion of the graph. |