Incident Metrics Dashboard in ServiceNow - ITSM App Only

The ITSM App includes a dashboard to understand metrics about Incidents.

Two filters apply to all Alert charts:

• ServiceNow Incident Creation Time filter: Sets the time interval for the time at which incidents were created in Carbon Black Cloud.
• Profile filter: Only data pertaining to selected profiles is included in the charts.

The Incident Metrics Dashboard includes the following charts:

• Alerts with Manual Incidents: Shows the number of alerts that had an incident created manually.
• Alerts with Automatic Incidents: Shows the number of alerts that had an incident created automatically.
• Alerts with Open Incidents: Shows the number of alerts associated with an open incident. An incident is Open if it is one of the following states:
  • New
  • In Progress
  • On Hold
  • Resolved
• Alerts with Closed Incidents: Shows the number of alerts associated with a closed incident. An incident is Closed if it is one of the following states:
  • Closed
  • Cancelled
• Open Alerts with Closed Incidents: Shows the number of open alerts associated with a closed incident. An alert is considered Open if it is one of the following states:
  • Open
  • In Progress

  An Incident is Closed if it is in one of the following states:

  • Closed
  • Cancelled
• Assets with Incident: Shows the number of assets associated with incidents.
• Alerts to Incident Creation: Shows the number of alerts associated with incidents. This chart includes the following filters:
  • Group by one of Type, Severity, Manual Incident, Incident State
  • Stack by one of Type, Manual Incident, Incident State
• Incident Creation Trend: Shows the number of incidents created over time.
• Longest Open Incidents: Shows the list of Incidents that have been open for the longest period of time.