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Incident Reassignment Analysis

The Incident Reassignment Analysis dashboard helps you to analyze the reassignment of incidents between the Assignment Groups.

You can use the Gantt chart in the dashboard to perform further analysis on the incident.

The chart is plotted against the incident reassignment status and the reassignment duration, within the Assignment Groups.

You can view the last six months' comparison of the Incidents.

Note: The Response and Resolution SLA times displayed on the dashboard indicates one of the following SLA statuses: achieved, breached, or pending.

You can use this dashboard to view the following incident reassignment details:

Number of Reassignments of the incident between Assignment Groups.
Average count of similar incident reassignments.
Number of Updates for the incident.
Average count of similar incident updates
Number of hours the Incident has spent assigned to the Assignment Groups.
Average number of hours spent by similar incidents within the Assignment Groups.

You can click on the incident number to view the corresponding incident details in the source system.

Metrics Used

Metric Name	Description
Duration	The amount of time an incident has been opened.
Reassignment	Number of incident reassignments from one Assignment Group to another. Note: The initial assignment is not counted as a reassignment. Also, changing an assignment from Group A to Unassigned to Group B will count as one rather than two.
Updates	Total number of updates per incident.

Metric Name

Description

Duration

The amount of time an incident has been opened.

Reassignment

Number of incident reassignments from one Assignment Group to another.

Note: The initial assignment is not counted as a reassignment. Also, changing an assignment from Group A to Unassigned to Group B will count as one rather than two.

Updates

Total number of updates per incident.

Related references

Incident Metrics

Incident Analytics