Written By: |
Grace Orende |
|---|---|
Incident Management
The Incident Management Dashboard provides customers with end-to-end visibility into their ticketing environment. It helps track the lifecycle of support cases, prioritize resolution efforts, identify recurring issues, and evaluate response performance. By organizing incident data across status, priority, location, and equipment, this dashboard supports smarter resource allocation and continuous service improvement.
Incident Management Dashboard
1. Open Cases
Displays the number of support cases currently active and unresolved. This gives a snapshot of current workload and helps ensure timely follow-up.
2. Pending Cases
Shows cases that are awaiting a next step—such as additional information or action. This helps customers track bottlenecks and keep workflows moving forward.
3. Merged Cases
Captures how many cases were merged due to duplication or relation. This helps reduce clutter in the system and consolidate support efforts for better case handling.
4. Closed Cases
Reflects the total number of incidents that have been fully resolved. It offers an indicator of support team throughput and incident resolution success.
5. Monthly New Tickets by Status
Tracks how many tickets are created over time and categorizes them by status (open, closed, pending, etc.). This helps to spot trends, such as seasonal spikes or backlogs, in ticket volume.
6. Priority of Open and Pending Tickets
Visualizes open and pending cases grouped by urgency level (urgent, high, normal, low). This assists in prioritizing resource allocation and addressing the most critical issues first.
7. Incident Type
Breaks down tickets by classification such as task, problem, or other types. Understanding the nature of incidents helps align the right teams and solutions.
8. Ticket Count by Priority
Displays the overall volume of tickets sorted by priority level over time. This helps monitor if high-priority issues are increasing and informs escalation readiness.
9. Monthly Auto Resolved Cases
Shows tickets that were automatically resolved without manual intervention. This panel highlights system intelligence and automation effectiveness in reducing operational overhead.
10. Alarm Tickets by Location
Maps out which physical or logical locations are generating the most incident tickets. It allows teams to identify high-risk or problematic sites that may need proactive support or maintenance.
11. Ticket Data
Presents a detailed, searchable table of individual tickets, including status, priority, subject, and description. This allows for quick case reference, audit preparation, and root cause analysis.
12. Tickets by Product
Displays ticket distribution by product or platform (e.g., core systems, appliances). It helps identify which technologies are more prone to generating support issues.
13. Asset Ticket Breakdown
Provides a visual distribution of tickets by asset. It helps customers pinpoint which specific devices or servers are repeatedly causing issues.
14. Top Tickets by Equipment
Lists the equipment generating the highest number of tickets. It helps prioritize asset maintenance or replacement planning based on historical impact.
15. Top Tickets by Maintenance Object
Categorizes tickets by the affected maintenance objects or subsystems. This enables teams to focus on components with recurring faults, reducing long-term risk.