In this section, you can use the following dimension tabs to view volume of opened incidents and reopened incidents based on the dimension of your choice (Assignment Group, Category, or Sub Category).
You can also use the Severity selector to view volume of the opened incidents and reopened incidents based on their severity.
You can further restrict the report to show only the following:
Top 10 or All - For example, you can select Assignment group to view opened incidents breakdown based on the assignment groups and click All to view all the assignment groups and not just the top 10.
Reopened or Escalated - For example, you can click Reopened to view the breakdown of reopened incidents in the chosen dimension.
The Opened Incidents Breakdown by Volume report displays the opened incident summary based on their severity. You can filter the incident summary based on any one of the Severity options (for example, Severity 1 - Critical, Severity 2 - High, Severity 3 - Moderate, Severity 4 - Normal, or UNKNOWN).
You can also use the Assignment Group, Category, and Subcategory options to filter contents of the
Furthermore, you can use the following options to filter the contents of the Opened Incidents Breakdown by Volume report
The Opened Incidents Breakdown by Volume report is displayed in the form of the following two graphs:
Opened Incident Summary by Dimension - Displays the incident summary based on the selected Assignment Group, Category, or Sub Category. In the graph, the horizontal axis depicts volume of the opened incidents and the vertical axis depicts contributors of the chosen dimension.
You can also filter contents of the graph using the following two selectors:
| Metric Name | Description |
|---|---|
| Opened Incidents |
The total number of incidents raised (opened) in a time frame. |
| 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. |
| Reopened Incidents |
The sum of Incidents that were reopened after they were closed. This is a configurable metric. Based on your business requirements, the Support team can configure the initial setup to tailor the metric suitably. |
| Opened Incidents Escalated |
The number of open Incidents with the Incident status - Escalated. This is a configurable metric. Based on your business requirements, the Support team can configure the initial setup to tailor the metric suitably. |
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