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How to Build an Incident Management Dashboard for Percentage of Incidents Using Knowledge Articles in PowerBI

Last modified: November 26, 2019
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Estimated reading time: 3 min


How to Build an Incident Management Dashboard for Percentage of Incidents Using Knowledge Articles in PowerBI


In this article, we will examine the percentage of incidents using knowledge articles. We will be using multiple different visualizations in building this report, including slicers, a table, and a bar chart.

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Step 1: To begin, select your multidimensional database (MDB)

Step 2: Select an ‘Incident Management Cube’

Step 3: Select the ‘OK’ button

Step 4: Select the search field and type in ‘knowledge’

Card

Step 5: Select the field ‘Percentage of Incidents Using Knowledge Articles’

Step 6: Drag the edges of the chart to move it and resize it

Step 7: Select the ‘Card’ option from under ‘Visualizations’

Step 8: Select the search field, delete the last query, and type in ‘total incidents’

Card

Step 9: Select the ‘Total Incidents’ field

Step 10: Drag edges of the chart to rearrange

Step 11: Select the ‘Card’ from under ‘Visualizations’ again

Slicer

Step 12: Select the search field, delete the last query, and type in ‘date.value’

Step 13: Select the ‘Date.Value’ search field

Step 14: Now select the ‘Slicer’ from under ‘Visualizations’

Step 15: Drag the edges of the chart to move and resize it

Step 16: Select the small dropdown chart in the corner of the slicer

Step 17: Select the ‘Relative’ option

Step 18: Select the dropdown chart under ‘Select’

Step 19: Select the ‘Year’ option

Table

Step 20: Now select the ‘Table’ option from under ‘Visualization’

Step 21: Drag the edges of the chart to move it and resize it

Step 22: Select the search field, delete the last query, and type in ‘number’

Step 23: Select the ‘Incident Number’ field from under ‘Incident Request Information’

Step 24: Select the search field, delete the last query, and type in ‘assign’

Step 25: Select the ‘Assigned Group’ field to add it to the chart

Step 26: Select the ‘Assignee’ option to add it to the table

Step 27: Select the search field, delete the last query, and type in ‘time’

Step 28: Select the ‘Resolution Time’ option from under ‘Incident Durations’

Step 29: Now after deleting the last query, select the search field and type in ‘summary’

Step 30: Select the ‘Summary’ field now to add it to the table

Step 31: Select the search field, delete the last query, and type in ‘using’

Step 32: Select the field titled ‘Using Knowledge Article’

Card

Step 33: Select the search field, delete the last query, and type in ‘average time to close after resolution’

Step 34: Select ‘Average Time to Close After Resolution’ from under ‘Performance Metrics’

Step 35: Select the ‘Card’ option from under ‘Visualizations’

Step 36: Drag the chart to move it

Slicer

Step 37: Select the search field, delete the last query, and type in ‘using’

Step 38: Click and hold on the ‘Using Knowledge Article’

Step 39: Drag it over into the report area

Step 40: Select the ‘Slicer’ option from under ‘Visualizations’

Step 41: Now select the top right corner of the slicer

Step 42: Select the ‘Dropdown’ option

Step 43: Drag the slicer up to the corner

Step 44: Select the dropdown chart in the slicer

Step 45: Select the ‘Yes’ option so we can filter the table data

Step 46: Simply select the filter again to remove it

Stacked Column Chart

Step 47: Now select the ‘Stacked Column Chart’ from under ‘Visualizations’

Step 48: Drag the edges of the chart to resize it

Step 49: Select the search bar, delete the last query, and type in ‘title’

Step 50: Select the ‘Title’ field

Step 51: Select the search field, delete the last query, and type in ‘total’

Step 52: Select the ‘Total Incidents’ field from under ‘Incident Counts’

Step 53: Now right-click on the ‘Not Specified’ field so we can exclude it. It’s so large that it makes it difficult to see the other incident categories

Step 54: Select the ‘Exclude’ option

Step 55: Select the search field, delete the last query, and type in ‘title’ again

Step 56: Click and hold on the ‘Title’ field

Step 57: Drag it over into the chart section

Step 58: Now we can select different incident categories on the bar chart to focus in on that incident’s data in the rest of the report

Step 59: Select the same bar to remove the focus from the report

 


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