Managing Your Business, Service, and IT Units › Provider Portal (BRM Accelerator) › Incidents (BRM Accelerator)

Incidents (BRM Accelerator)

You can track incidents using external systems including CA Unicenter Service Desk. The incident data can be manually entered in CA Clarity PPM, imported through XOG, or the Import Unicenter Service Desk Data job.

The Incidents page contains the following portlets:

Open Incidents by Service

Displays the number of open incidents for each service that the IT executive or manager own. The data is imported from Service Desk. Data appears in this portlet as a pie chart. Each pie slice represents a service. The width of the pie represents the number of incidents for that service. Mouseover a pie slice (a service) to view the number of open incidents for that service.

Services Incident Watch

Displays the relationship between individual services with number of subscribing customers and their incident counts and SLA violations. The data comes from all the services owned by the IT executive or manager. The portlet displays a bubble graph with each graph bubble representing one service. Only those services are included that this provider supports. The following provides details about the graph:

• The X-axis displays charges, part of the Subscriptions object aggregated across customers for the service.
• The Y-axis displays number of customers subscribing to the service.
• The bubble size represents incident count (that is, all open incidents for that service). The higher the incident count, the larger the bubble. This number is aggregated across all customers using the service.
• The bubble color represents SLA violations. The violation is determined based on the subscribing customer SLA violations aggregated for each service. This information is derived from the SLA violation fields on the Subscription Properties: Main page. The customer manually enters the field values.

  The following stoplights appear:

  • Red. The customer is over their threshold limit.
  • Yellow. The customer is not over their threshold. The customer is between 1 and their threshold limit. For example, if threshold is 3, then the numbers for using a yellow bubble can be 1, 2 and 3.
  • Green. The number of SLA violations is 0 for the customer.
• When you mouseover a bubble, the service name that this bubble represents, appears.

Open Incidents by Customer

Displays the number of open incidents for each customer across all the services that the IT executive or manager owns. The data is imported from Service Desk. Data in the portlet appears as a pie chart. Each pie slice represents a customer department and the pie width represents the number of incidents for that customer department. Mouseover a pie slice (a customer) to view the number of open incidents for that customer.

Open and Closed Incidents

Compares the number of open incidents to the number of closed incidents for a specific time period. The data comes from all the services that the IT executive or manager owns. The portlet displays a column graph with two columns for each time period. One column represents open Incidents and the other represents closed incidents. The X-axis displays the past six months starting from the current date. The Y-axis displays the number of incidents.

More information:

Service Desk Integration