Incident Management Dashboards

Dashboard reports are available in the SSM - Incident Management snapshot. This topic describes the reports in three of the dashboards.

Note: The dashboard reports are multi-view reports. You can add additional views to improve your incident management process. Multi-view reports can be edited from the Reports pane in the SBM User Workspace.

Tip: Set a dashboard report as the home page report by opening the Incidents application in the User Workspace, clicking the Application Settings icon (

), and choosing the report under Home Page Report.

Incidents Dashboard

The Incidents Dashboard is designed to give managers and staff an overview of existing incidents and possible problem areas. It includes the following reports.

Active Incidents by Type gives an overall view of the distribution of incidents based on their type.
Active Incidents by State shows incidents and whether the number of incidents has reached a threshold. This graph allows the team to be proactive in addressing issues and keeping them under the critical threshold.
Incidents Time in State (SLA) shows the duration of time that incidents remain in each state. Incidents are grouped by priority.
Incidents Resolved by Level and Priority shows at which support level incoming incidents have been resolved.
Unresolved High Priority Incidents lists existing high priority incidents. These incidents may be a cause for alarm, because they are high priority and have not been addressed.

Satisfaction Dashboard

The Satisfaction Dashboard is designed to give managers and staff an overview of how quickly incidents are being addressed and the responses to the satisfaction surveys for the incidents. It includes the following reports.

Surveys by Level and Request Type shows the incidents that have completed surveys based on level and type. You can drill down to the incident to view the survey.
Survey Scores by Request Type shows the average score and the number of surveys that were received for each incident type.
Completed Survey Ratio shows the number of incidents with completed surveys compared to the number of incidents where surveys were not completed.
Week on Week First Call Resolution Rates shows the number of incidents that were resolved on the first call, broken down by weeks.

Worklist Dashboard

The Worklist Dashboard is designed to give technicians easy visibility into incidents waiting in a queue and incidents for which they are the primary owner or a secondary owner. It supports the Group Queues feature, and includes the following reports:

Unassigned Incidents in Queue States shows the number of incidents that are in each queue state, and therefore not assigned to a technician.
My Incident Worklist lists each incident for which the current user is the primary owner.
Incidents where I am Secondary Owner lists each incident for which the current user is a secondary owner. An incident can be assigned to anyone who is a secondary owner.