BRM Accelerator Setup › Service Desk Integration › Relevant CA Clarity PPM Fields › Created Incidents

Created Incidents

Customer-created incidents by service are stored in CA Clarity PPM as key metrics for the appropriate subscription. New subscriptions are created, if necessary, to hold this information.

Key metrics can represent both time-varying actual values and time-varying target values. The data import from Service Desk populates the actual values whereas you need manually enter, or otherwise import, the target values. The minimum granularity of this data in CA Clarity PPM is by month, because portlets are defined to show it at that level.

All created incidents display the following attributes in CA Clarity PPM:

Key Metric ID or Name

The ID or name of the created incident.

Note: The integration updates the key metric with the expected ID, not necessarily the expected name.

Actual Value

The count of incidents based on when they were created (that is, by their open date or time). Includes closed incidents from that date or time.