Predefined formula indicators

Performance Analytics for Incident Management includes the following formula indicators. Formula indicators are calculated based on automated indicators.

Table 1. Formula indicators
Indicator Breakdown
% of incidents resolved by first assignment group

by priority

by category

% of new critical incidents No breakdowns
% of open incidents not updated in the last 5 days

by age

by assignment group

by category

by priority

by state

% of open incidents not updated in the last 30 days

by priority

by category

by assignment group

by state

by age

Incident backlog growth

by priority

by category

Average age open incidents

by priority

by category

by assignment group

by state

Average resolution time of resolved incidents

by priority

by category

by assignment group