Configure resolved incident Benchmarks KPIs

The source for the KPIs containing resolved incident data is the resolved_at field in the Incident table, which may not exist in some environments. In this case, additional configuration is required to use these KPIs.

Before you begin

Role required: sn_bm_client.benchmark_admin
Note: If you have never tracked resolved incidents in your environment before, install the Incident Resolution Fields (com.snc.incident_resolution_fields) plugin, which automatically adds the resolved_at field to the Incident table. No further steps are required.

About this task

If you are receiving errors in the Benchmarks Data Collection job log for resolved incident KPIs because you are using a custom (user-created) field to track resolved incidents, the following procedure is required for successful data retrieval using these Benchmarks KPIs.
  • % of high priority incidents resolved
  • Average time to resolve a high priority incident
  • Average time to resolve an incident
  • % of incidents resolved on first assignment

Configure KPI conditions and script to use your custom field (instead of the default resolved_at field) for resolved incident Benchmarks KPIs.

Procedure

  1. Configure the Benchmarks.Incidents.Resolved indicator source condition with your custom field.
    1. Navigate to Performance Analytics > Sources > Indicator Sources.
    2. Select Benchmarks.Incidents.Resolved indicator source and enter edit mode.
    3. In the Conditions section, select your custom field from the list (custom field names are typically preceded by u_).
    4. Click Update.
  2. Configure the Benchmarks.Incident.ResolvedTime.Hours script with your custom field name.
    1. Navigate to Performance Analytics > Automation > Scripts.
    2. Select Benchmarks.Incident.ResolveTime.Hours script and enter edit mode.
    3. Replace the resolved_at field name occurrence within the script with the name of your custom field (custom field names are typically preceded by u_).
    4. Click Update.
  3. Verify that you are no longer receiving errors in the Benchmarks Data Collection job log.