Incident Summary iCube enables you to create ad hoc reports that helps you analyze the aggregated incidents. You can use the Incident iCube to create and view the aggregated incident reports for analysis.
Note: With the help of Incident iCube , you can view the incident details at the granularity level. For more information on the usage details of the Incident Summary iCube , see Incident iCube .
Attribute Name | Description |
---|---|
Assigned To | Person primarily responsible for working on the Incident |
Assignment Group | Group or team of people primarily responsible for working on the Incident |
Assignment Group Level 1 | Group or team of people primarily responsible for working on the Incident |
Assignment Group Level 2 | Group or team of people primarily responsible for working on the Incident |
Assignment Group Level 3 | Group or team of people primarily responsible for working on the Incident |
Assignment Group Level 4 | Group or team of people primarily responsible for working on the Incident |
Calendar Month | Gregorian calendar month |
Calendar Week | Gregorian calendar week |
Configuration Item | Configuration item associated with the Incident |
Configuration Item Class | Classification of the configuration item. For example, Business Service, Application, Server, Computer, and Hardware. Computer can be a child class of Hardware, Server can be a sub class of Computer. |
Customer | Customer who is impacted by the Incident |
Domain | Domain of the source system instance in which the Incident is raised |
Incident Category | Category to which the Incident belongs |
Incident Priority (Source) | Priority of the Incident at the source level |
Incident Priority Code | Priority code that is associated with the Incident |
Incident State (Source) | Current state of the Incident at the source level |
Incident SubCategory | Sub category of the Incident |
Metric Name | Description | Formula | Expected Values |
---|---|---|---|
% Change Incident Backlog Last 30 Days | Percentage change in Incident backlog between last to last month and last month | [Incident Backlog % - Last 30 Days] - [Incident Backlog % - Last to Last 30 Days] | 0-100 |
% Change MTTR Last 30 Days | Percentage change in Incident MTTR between last to last month and last month | ([MTTR (Days) - Last 30 Days] - [MTTR (Days) - Last to Last 30 Days]) / [MTTR (Days) - Last to Last 30 Days] | 0-100 |
% First Call Resolution Rate Last 30 Days | Percentage change in Incidents that were resolved within 30 mins compared between last to last month and last month | [First Call Resolution Rate - Last 30 Days] - [First Call Resolution Rate - Last to Last 30 Days] | 0-100 |
% Opened Incidents last to last 30 days | Percentage change in Opened Incidents between last to last month and last month | ([Opened Incidents-Last 30 Days] - [Opened Incidents Last to last 30 days]) / [Opened Incidents Last to last 30 days] | 0-100 |
% Priority Escalated Incidents last to last 30 days | Percentage change in Priority Escalated Incidents between last to last month and last month | ([Priority Escalated Incidents-Last 30 Days] - [Priority Escalated Incidents Last to last 30 days]) / [Priority Escalated Incidents Last to last 30 days] | 0-100 |
% Reopened Incidents last to last 30 days | Percentage change in Opened Incidents between last to last month and last month | ([Reopened Incidents-Last 30 Days] - [Reopened Incidents Last to last 30 days]) / [Reopened Incidents Last to last 30 days] | 0-100 |
% Resolved Incidents last to last 30 days | Percentage change in Resolved Incidents between last to last month and last month | ([Resolved Incidents - Last 30 Days] - [Resolved Incidents - Last to Last 30 Days]) / [Resolved Incidents - Last to Last 30 Days] | 0-100 |
Assigned Incident Backlog % | Percentage of Backlog Incidents that are assigned to people | [Incident Backlog] / [Assigned Incidents] | 0-100 |
Avg Incidents Age - Current Open Incidents (Days) | Average age of Incidents that are currently open | [Sum of Age of Incidents - Current Open Incidents (Days)] / [Incident Backlog] | >=0 |
Closed Incidents |
The total number of Incidents closed in a period of time. Closed Incidents mark the final status in the life cycle of an Incident. |
Count (Closed Incidents) | >=0 |
Escalated Incident Backlog | Total number of Incidents that are currently open and whose priority has been escalated | Count([Opened Incidents])<[Incident Open & Escalated]> | >=0 |
First Call Resolution Rate - Last 30 Days | Percentage of Incidents that have been resolved within 30 mins of opening as compared to all Resolved Incidents | [First Call Resolution Incidents - Last 30 Days] / [Resolved Incidents - Last 30 Days] | >=0 |
Incident - AG Level 1 Excl Unknown & Unspecified | Level 1 Assignment Groups excluding Unknown & Unspecified values | - | - |
Incident - AG Level 2 Excl Unknown & Unspecified | Level 2 Assignment Groups excluding Unknown & Unspecified values | - | - |
Incident - AG Level 3 Excl Unknown & Unspecified | Level 3 Assignment Groups excluding Unknown & Unspecified values | - | - |
Incident - AG Level 4 Excl Unknown & Unspecified | Level 4 Assignment Groups excluding Unknown & Unspecified values | - | - |
Incident Backlog | Total number of Incidents that are currenty open | Count([Opened Incidents])<[Backlog]> | >=0 |
Incident Backlog % | Percentage of Incidents that are in the backlog | [Incident Backlog] / [Opened Incidents] | 0-100 |
Incident Backlog % - Last 30 Days | Percentage of Incidents that are in the backlog as compared to all Incidents that are opened in the last 30 days | [Incident Backlog Last 30 Days] / [Opened Incidents-Last 30 Days] | 0-100 |
Incidents Breached Resolution SLA | Total number of Incidents whose resolution has breached at least one SLA | Count([Opened Incidents])<[Incident Resolution SLA Breached]> | >=0 |
Incidents Breached Response SLA | Total number of Incidents whose response has breached at least one SLA | Count([Opened Incidents])<[Incident Response SLA Breached]> | >=0 |
Incidents Met All SLAs % | Total number of Incidents that have met all SLAs | [Incidents Met All SLAs] / [All Incidents] | >=0 |
Incidents Resolution SLA Met % | Percentage of Incidents whose resolution has met all SLAs | [Incidents Resolution SLA Met] / [All Incidents] | >=0 |
Incidents Response SLA Met % | Percentage of Incidents whose response has met all SLAs | [Incidents Response SLA Met] / [All Incidents] | >=0 |
Major Incidents | Total number of Incidents whose priority is 1 | Count([Opened Incidents])<[Incident Major]> | >=0 |
MTTR (Days) |
The elapsed time between the Incident creation and resolution. The elapsed time is measured as the total time open. |
(([Sum of Open to Resolve Duration (Days)] / [Resolved Incidents])) | 0 or >0 |
MTTR (Days) - Last 30 Days |
The elapsed time between the Incident creation and resolution. The elapsed time is measured as the total time open. |
(([Sum of Open to Resolve Duration (Days)] / [Resolved Incidents])) | 0 or >0 |
Opened Incidents |
The total number of incidents raised (opened) in a time frame. |
Count ([Opened Incidents]) | >=0 |
Opened Incidents - last 30 Days | Total number of Incidents that are opened in the last 30 days | Count([Opened Incidents])<[Incident - Last 30 days (Lagging Count)]> | |
Overdue Incident Backlog | Total number of Incidents that are currently open and have passed their due date | Count([Opened Incidents])<[Open & Overdue]> | >=0 |
Priority Escalated Incidents |
The count of Incidents whose priority is changed to a higher level. |
Count ([Opened Incidents])<[Priority Escalated]> | >=0 |
Reopened Incidents |
The sum of Incidents that were reopened after they were closed. This is a configurable metric. Based on your business requirements, the administrator can configure the initial setup to tailor the metric suitably. |
Count ([Opened Incidents])<[Reopened] | >=0 |
Resolved Incidents |
The number of Incidents with the Incident status - Resolved as on a specific time period. Incidents that are resolved and subsequently moved to the Closed state within the time period are also included in the count. |
Count ([Resolved Incidents]) | >=0 |
Resolved Incidents Met All SLAs % | Percentage of Resolved Incidents that have met all SLAs | [Resolved Incidents Met All SLAs] / [Resolved Incidents] | 0-100 |
Resolved Incidents Met All SLAs % vs Last 30 Days | Percentage change in Resolved Incidents that have met all SLAs between last to last month and last month | [Resolved Incidents Met All SLAs Percent - Last 30 Days] - [Resolved Incidents Met All SLAs Percent - Last to Last 30 Days] | 0-100 |
Resolved Incidents Met All SLAs Percent - Last 30 Days | Percentage of Resolved Incidents in the last 30 days that have met all SLAs | [Resolved Incidents Met All SLAs - Last 30 Days] / [Resolved Incidents - Last 30 Days] | 0-100 |
Resolved Incidents Missed Any SLA | Total number of Resolved Incidents that have missed at least one SLA | Count([Resolved Incidents])<[SLA Missed]> | >=0 |
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