Show specific count of incidents in dashboard

[Vishal_Jaiswal]

I need to create a dashboard to show the count of incidents of the average difference between Created and Closed.

How to do this?

[OlaN]

Hi,

It is fairly simple to setup a dashboard showing the counters of Incidents created and Closed on a daily basis.

But getting an average difference is harder, then you would probably need a ITSM Pro license and store the values as a KPI and do calculations on the store value.

To do the first part, navigate to Platform analytics > Dashboards

Create a new dashboard 

Add a data visualisation

Use the single score setting (default)

Add a data source that filters incidents created on today.

Repeat the last three steps on the closed metric 

[OlaN]

And if you do have access to the Pro version of ITSM, then there is a preconfigured Indicator for this metric.

Check out the formula metric named "Workload backlog growth"

[prajaktajga]

Hello @Vishal_Jaiswal ,

1.Create a Report for Average Resolution Time
Go to:
1Reports → Create New
2.Configure it:

Table: Incident
Type: Single Score
Name: Average Time to Close
Condition:
State is Closed
(or Incident state = Closed)
3.In the “Select Aggregation” or “Trend by” section:
Choose:
Average

4.Then pick the field:

Resolution duration (or)
Calendar duration (or)
Business duration