Legacy: Major incident overview dashboard

Major Incident Overview module provides two versions of the Performance Analytics (PA) Dashboard to review major incident information at a glance.

중요사항:

Starting in Xanadu release, the Major incident overview dashboard is deprecated. Users can use Major incident dashboard to view the process and communication related metrics for Open and Closed major incidents.

Users with itil, sn_incident_write, major_incident_manager or communication_manager role can access the dashboard.

The two versions of the Performance Analytics (PA) Dashboard are normal and premium. You must activate the Incident Management - Major Incident Management plugin (com.snc.incident.mim) to view the normal dashboard. To access the premium version of Major Incident Overview dashboard, activate Performance Analytics – Content Pack for Major Incident Management (com.snc.pa.incident.mim).

You can navigate to the dashboard in the following ways:

• Incident > Major Incidents > Overview
• Self – Service > Dashboard > Major Incident Overview

Major incident overview

그림 1. Major Incident Overview dashboard

Major Incident Overview module provides information on the following content:

#	UI component	Description
1	Dashboard controls	Provides options to create, duplicate, or delete a dashboard. You can copy the dashboard URL or duplicate the dashboard. In addition, you can add the dashboard in your favorite list, create a tab, or reset filters in the dashboard.
2	Dashboard overview	Takes you to the UI page where you view the recently accessed dashboard, dashboards owned or shared by you, or all the dashboards in the system. To create a new dashboard, click New.
3	Dashboard choice list	Provides options to select between different dashboards in the system.
4	Add widgets	Provides option to add widgets. You can drag to move or resize the widget on the dashboard.
5	Sharing	Provides option to specify groups, users, and roles for the dashboard.
6	Configuration	Provides the configuration pane to select a layout to snap the widgets against or to modify a layout as required.
7	Tabs	Major Incidents Nearing Breach: Number of active major incidents where the Major incident state is Accepted and the response or resolution SLA has reached 75% of the allotted time. Major Incidents Overdue: Number of active major incidents where the Major incident state is Accepted and the response or resolution SLA has breached. Unassigned Major Incidents: Number of active major incidents where Assigned to is empty. Open Major Incidents: Major incidents which are open and has major incident state as Accepted. Major Incidents Opened Today: Major incident state is Accepted and the major incident is created on the current day. 주: Major incidents opened for that day includes both active and inactive incidents. Major Incidents Resolved Today: Major incidents that are resolved on the current day and have the state as Resolved. Open Major Incidents – Grouped: You can filter these incidents based on Group by and Stacked by. Open Major Incidents Older Than 7 Days – Grouped: You can filter these incidents based on Group by and Stacked by. Major Incidents by Priority and State Major Incidents by Priority and State Older than 7 Days Major Incidents Opened per Week Major Incidents Closed per Week

Major Incident Overview – Premium

Major Incident Overview – Premium provides the following additional functions:

• Process KPIs: Provides information on Active Major Incidents, Number of resolved major incidents, Average resolution time of Major Incidents, and New Major Incidents Vs Resolved.
• Interactive filters: Helps to filter incidents based on category, priority, assignment group, and state.

그림 2. Major Incident Overview – Premium dashboard

관련 개념

• Major incident workbench

관련 정보

• Create and use dashboards