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Incident State Change

Incident State Change iCube enables you to create ad-hoc reports that help you analyze information related to the various states that an Incident progresses through and the time duration in each of these states.

Description

The left panel, titled DASHBOARD DATA SETS contains the most common attributes and metrics used for analysis.

You can start your analysis in a variety of ways.  For example:

1. From the right panel, select a visualization type.  
   Each visualization automatically pulls in enough attributes and metrics to properly depict the chart type.
2. To achieve the desired analysis, from the DASHBOARD DATA SETS,drag-and-drop attributes or metrics.
   Alternatively, you can also begin the analysis by double-clicking the desired attributes and metrics from DASHBOARD DATA SETS to add these items into a grid in the visualization canvas. 
   Once you have added the desired attributes and metrics, in the right panel, you can change visualization to convert the grid into the desired chart type.
   Note: Some visualizations may require a minimum combination of attributes and metrics in order to deliver the expected results.
3. To remove a metric or an attribute, under the Visualization panel, right-click on the desired metric or attribute and click Remove.

Usage Example

The following examples illustrate one of the many analyses you can perform using the Incident State Change iCube:

If you want to find the State Duration for the Parent Incident, perform the below steps:

1. From the DASHBOARD DATA SETS panel,
   1. Double-click Parent Incident attribute to add it to the grid.
   2. Double-click the Avg Duration for State (Days) metric to add to the grid.

Note: You can also drag the metrics and attributes and drop them on the Visualization column or under the Visualization 1 (blank page) to add them to the grid.

2. To change the grid to a chart, in the right panel, from the visualization options, select Bar Chart.
3. Now drag the metrics and drop them to the Color By section to apply colors to the metric values in the chart.

Tip: You can customize view of any particular parameter, right-click the parameter and modify to the required format.

Attributes

Expand this link to view the Incident State Change iCube attributes:

Attribute Name	Description
Assigned To	Person primarily responsible for working on the Incident
Assigned To Manager	Manager of the assignee
Assignment Group	Group or team that is primarily responsible for working on the Incident
Assignment Group Manager	Manager of the Assignment group
Closed Date	Date when the Incident is closed
Configuration Item	Configuration item that is associated with the Incident
Current State	Current State of the Incident
Incident Number	Unique identifier of the Incident
Major Incident Flag	Flag that indicates if the Incident is a major incident
Next State	Next state of the Incident
Opened Date	Date when the Incident is opened
Parent Incident Number	Unique identifier of the parent Incident number
Priority	Indicates the priority of the Incident. For example, Critical, High, or Low
Reopened Flag	Flag that indicates if the Incident is reopened
Resolved Date	Date when the Incident is resolved
Short Description	Short description of the Incident in the source system
State	Current state of the Incident. For example, In-progress, Resolved, or Closed
State Change Count	Count of state change that an incident has been through
State Change Date	Date when the state change of the Incident occured
State Sequence Number	Sequence in which the State has changed for a particular Request Item

Metrics

Expand this link to view the Incident State Change iCube metrics:

Metric Name	DescriptionSequence in which the State has changed for a particular Request Item	Formula	Expected Values
Avg State Change Count	Displays the average count of the state changes that an incident has been through.	Max([Avg Incident State Change Count]){~+}	> 0
Avg State Duration (Days)	Displays an average of the time taken by an incident in a particular state.	[Incident State Duration (Days)] / [Incident Count from Activity]	> 0
Incident State Change Count {Incident Number}	Displays the number of state changes that an incident has been through.	Max([Avg Incident State Change Count]){[Incident Number]+}	0 or >0
Max Duration for State (Days)	Displays the maximum duration of a state that an incident has been in. This metric is measured at the State level and provides the maximum duration of a state across all the incidents.	Max(([Incident State Duration] / 86400)){[Incident From State (Source)]+}	0 or >0
Min Duration for State (Days)	Displays the minimum duration of a state that an incident has been in. This metric is measured at the State level and provides the minimum duration of a state across all the incidents.	Min(([Incident State Duration] / 86400)){[Incident From State (Source)]+}	0 or >0
State Duration (Days)	Displays the total time taken by an incident in a particular state.	Sum(([Incident State Duration] / 86400)){~+}	0 or >0