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Opened Incidents Volume

This section displays trend of the reopened and escalated Incidents as compared to the opened incidents volume.

View by Status

You can choose one of the following tabs to view the related Opened Incident details:

Reopened: to view the Reopened Incidents trend compared to the Opened Incidents volume.
Escalated: to view the Escalated Incidents trend compared to the Opened Incidents volume.

This section displays the following details:

KPIs – volume of opened incidents, reopened incidents, and escalated incidents.
Incident Volume Trend Graph – trend graph of the reopened or escalated incidents as compared to the volume of the opened incidents. In the graph, horizontal axis represents the time slice and vertical axis represents volume of the opened incidents and reopened incidents.

Note: The Horizontal axis contributors are based on your choice of the time slice tabs in the Opened Incidents Trend dashboard.

Metric Name	Description
Opened Incidents	The total number of incidents raised (opened) in a time frame.
MTTR	The elapsed time between the Incident creation and resolution. The elapsed time is measured as the total time open.
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.

Related concepts

Related references