CA Clarity PPM stores the incident data as part of the Key Metrics object (child of the Subscriptions object). This object has general attributes of code, name, type, and start and finish dates with a target value and an actual value. The Service Desk data is displayed in monthly increments. Only the past six months plus the current month of Service Desk incident information is used. Two key metrics types exist for incidents: Created Incidents and Closed Incidents. Open incidents are handled separately as only a total count of open incidents is needed.
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