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Relevant CA Clarity PPM Fields

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.

Customer-created incidents by service are stored 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:

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.

Closed Incidents by customer by service are also stored as key metrics. All closed incidents display the following attributes:

Key Metric ID or Name

Displays ID or name of the closed incident.

Actual Value

Displays the count of incidents by when they were closed (that is, by their close date or time).

The open incidents count is a snapshot (as of the last time the integration was run) of the number of incidents that do not have a close date or time. The count of open incidents by customer by service is stored in a scalar (that is, not time-scaled) format. The count is stored in the No. of Incidents attribute on the Subscription Properties: Main page. The target value is also a scalar attribute shown on this page (Incidents Threshold).