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How to Build an Incident Management Dashboard for Breached Service Targets in PowerBI Report Builder

Last modified: November 26, 2019
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Estimated reading time: 4 min


How to Build an Incident Management Dashboard for Breached Service Targets in PowerBI Report Builder


In this article, we will make a report to show the incidents breaching service targets. We use Power BI Report Builder, which you can download here. It is free and utilizes cloud databases.

To learn more about Northcraft, take a look at our Resources page.

This video provides step-by-step instruction, or you can follow the steps listed here.

Or you can follow these steps:

Step 1: To begin, select the ‘Chart Wizard’ option

Step 2: Select the ‘Next >’ button to begin creating a dataset

Step 3: Now select the ‘New…’ button

Step 4: Now select the dropdown arrow under ‘Select connection type:’

Step 5: Select the ‘Microsoft SQL Server Analysis Services’

Step 6: Select the ‘Build…’ button

Step 7: Select the text field under ‘Server name:’ and type in your SaaS server name (ex: https://public.xxxxxxxxx.com)

Step 8: Now select the dropdown arrow under ‘Select or enter a database name:’

Step 9: Select a Remedy database with an incident management cube. Select ‘ITIL Metric for ITSM 4075 – RemDash’

Step 10: Select the ‘OK’ button

Step 11: Select ‘OK’ again

Step 12: Now that we have the new data source, select the ‘Next >’

Step 13: Go into the ‘Cube Selection’ menu by selecting the ellipsis icon near the top of the page. From there, select an ‘Incident Management Cube’ like the one here

Step 14: Now select the ‘OK’ button

Step 15: Type ‘closed incidents’ into the search bar, then drag the ‘Closed Incident’ field into the main query area on the right

Step 16: Now after deleting the last query, type ‘service targets missed’ into the search bar, then drag the ‘Service Targets Missed’ field into the main query area on the right

Step 17: Delete the last query, type ‘submit date.month’ into the search bar, then drag the ‘Submit Date.Month’ into the main query area on the right

Step 18: Finally, type ‘product categorization tier 1’ into the search bar, drag the ‘Product Categorization Tier 1’ into the ‘<Select dimension>’ area near the top of the page

Step 19: Drag the scroll bar on the bottom of the top section to the right

Step 20: Select the checkbox under ‘Parameter’

Step 21: Select the area under ‘Filter Expression’

Step 22: Select the ‘+’ button next to expand the area under ‘All’

Step 23: Select the checkbox next to the filter you want to use. We’ll use ‘Accounting’

Step 24: Now select the ‘OK’ button

 Step 25: Now select the ‘Next >’ button

Column Chart

Step 26: Make sure the ‘Column’ option is selected

Step 27: Select the ‘Next >’ button

Step 28: Now click and hold on the ‘Month’ field

Step 29: Now drag it over to the ‘Categories’ field

Step 30: Now click and hold on ‘Closed_Incidents’ and ‘Service_Targets_Missed’

Step 31: Drag both of them over to the ‘Values’ section

Step 32: Now select the ‘Next >’ button

Step 33: Select the ‘Finish >>’ button

Step 34: Resize the chart to an appropriate size

Step 35: Select the area where it says, ‘Click to add title’. We’ll use Closed Incidents Breaching ST’s’

Step 36: Add a chart title too by selecting the ‘Chart Title’ section. We’ll use ‘Closed Inc. & ST’s’

Step 37: Select the ‘Run’ button to check on the chart

Step 38: Things look okay now, but we’re going to add extra features to the chart. Select the ‘Design’ button near the top of the page

Line Chart

Step 39: Right click on a bar from the ‘Service Targets Missed’ series

Step 40: Select ‘Change Chart Type…’

Step 41: Select the ‘Line’ option

Step 42: Select the ‘OK’ button to confirm

Step 43: Now right click on the line chart

Step 44: Select ‘Show Data Labels…’

Step 45: Now right click on the line again

Step 46: Select the ‘Series Properties…’ section

Step 47: Select the ‘Axes and Chart Area’ section

Step 48: Select the ‘Secondary’ option under ‘Vertical axis’

Step 49: Now select the ‘OK’ button

Step 50: Select the ‘Run’ button to check on the chart

Step 51: Now we can see the line and data labels. Select the ‘Design’ button now

Step 52: Now we’re going to add a table with extra queries, so select the ‘+’ symbol next to ‘Datasets’

Step 53: Now right click on ‘DataSet1’

Step 54: Select the ‘Query…’ option

Step 55: Type ‘hierarchy – product categorization’ into the search bar, then drag the ‘Hierarchy – Product Categorization’ field from ‘INC – Incident Management’ over into the main query area on the right

Step 56: After deleting the last query, type ‘summary’ into the search field, and then drag it over into the main query area on the right

Step 57: Delete the last query, type in ‘priority’ to the search field, then drag the ‘Priority’ field over into the main query area on the right

Step 58: Select the ‘OK’ button

Table

Step 59: Now select the ‘Insert’ tab at the top of the page

Step 60: Now select the ‘Table’ icon

Step 61: Select the ‘Table Wizard…’option

Step 62: Select ‘DataSet1’

Step 63: Select the ‘Next >’ button

Step 64: Now click and hold on ‘Product_Categorization_Tier-‘ 1, 2, and 3.

Step 65: Drag all three into the ‘Row groups’ area

Step 66: Also click and hold on the ‘Incident Number’ field

Step 67: Drag it over to the ‘Row groups’ area as well

Step 68: Now click and hold on the ‘Service_Targets_Missed’ field

Step 69: Now drag the selection over to the ‘Values’ section

Step 70: Select the ‘Next >’ button

Step 71: Select the ‘Stepped, subtotal above’ option

Step 72: Now select the ‘Next >’ button

Step 73: Select the ‘Finish >>’ button

Step 74: Drag the table to the bottom of the page and resize it. It may be hidden behind the chart we’ve made

Step 75: Now click and hold on the ‘Priority’ field

Step 76: Drag it into the table

Step 77: Now click and hold on ‘Summary’

Step 78: Now drag it over into the table as well

Step 79: Select the ‘Run’ button near the top of the page

Step 80: Select the ‘+’ symbols next to ‘Business Services’ to expand the chart. The select the ‘+’ symbol for each of the new sections that shows up until you hit the bottom

Step 81: Now we can see the finished product with the whole table and chart showing the closed incidents breaching service targets

 


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