BMC Helix ITSM Incident dashboard - Documentation for BMC Helix Dashboards 21.3

PanelsDescriptionExampleDashboard filters

Displays the following custom filters to view the incident management information on the dashboard:

• Company
• Assigned group
• Priority

Additional global filter to get your expected search result:

• Date and time range

By default, the search result displays the relevant information of last 30 days.

Incident statistics

Displays the number of incidents based on the following status values:

• Unassigned
• Overdue
• Open
• SLA breached
• Average incidents re-assignments
• Average open incidents age

Incident trend

Displays the number of incidents for the selected date and time range based on the following status values:

• Created
• Open
• Critical
• Resolved
• Closed

These values are fetched from BMC Helix ITSM. You can click the status values in the chart to get the incident trend graph.

Incident status by assigned group

Displays the number of incidents based on the following status values:

• Resolved
• Open

You can click the bar charts to view the Priority and Status report in the Drill through Incident Details dashboard.

Open incidents cross-tab - Priority and Status

Displays the number of open incidents based on the following status values:

• Priority
• Status

You can click the number of open incidents to view the Priority and Status report in the Incident Details report.

Incidents assignment heatmap

Displays the number of incidents based on the following details:

• Assigned support company
• Assigned group
• Status
• Priority

You can click the number of incidents to view the Incident Details report for incidents with the specific status and priority. For example, in the adjoining image, if you click 9, you can view the number of new incidents with High priority for CA Support 2 group.