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How to Build an Incident Management Dashboard for Resolution Time in PowerBI

Last modified: November 26, 2019
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Estimated reading time: 7 min


How to Build an Incident Management Dashboard for Resolution Time in PowerBI


In this article, we will make a report to examine the metric resolution time. By using a treemap with an assignment hierarchy, we can drill down and see more specific data. We’ll also create several slicers to allow us to dynamically filter the report.

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

Step 2: Select an ‘INC – Incident Management’ cube

Step 3: Select the ‘OK’ button

Step 4: Select the search field now so we can add some filters to the report. Type in ‘assignment group’

Step 5: Click and hold the ‘Assignment Group’ field

Step 6: Drag it over to the ‘Filters on all pages’ area

Step 7: Select the ‘Select all’ checkbox

Step 8: Deselect the checkbox with the empty name so we ignore values where the assignment group is not specified

Step 9: Select the search field, delete the last query, and type in ‘opened date’

Step 10: Click and hold on the ‘Date.Value’ field

Step 11: Drag it over to the ‘Filter on all pages’ section

Step 12: Select the dropdown menu under ‘Filter type’

Step 13: Select the ‘Advanced filtering’ option

Step 14: Select the dropdown chart under ‘Show items when the value:’

Step 15: Select the ‘is before’ option

Step 16: Select the text field titled ‘M/d/yyyy’ and type in a date. We’ll use ‘8/1/2017’

Step 17: Select the ‘Apply filter’ button at the bottom of the filter

Step 18: Select the side bar arrow for the whole ‘Filters’ sections

KPI

Step 19: Now to begin building the report, select the ‘KPI’ option from under ‘Visualizations’

Step 20: Click and hold on the ‘Months’ field

Step 21: Drag it over to the ‘Trend axis’ section

Step 22: Select the search bar, delete the last query, and type in ‘average business hours to resolve’

Step 23: Click and hold on the ‘Value’ field from under the ‘Average Business Hours to Resolve’ KPI

Step 24: Drag it over to the ‘Indicator’ section

Step 25: Click and hold on the ‘Goal’ field

Step 26: Drag it over to the ‘Target goals’ section

Step 27: Now select the ‘Format’ section for the KPI

Step 28: Select the dropdown arrow from under ‘Color coding’

Step 29: Select the dropdown menu from under ‘Direction’

Step 30: Select the ‘Low is good’ option

Step 31: Click and hold the KPI to drag it around the report

Stacked bar chart

Step 32: Select the ‘Stacked bar chart’ from under ‘Visualizations’

Step 33: Select the search bar, delete the last query, and type in ‘customer department’

Step 34: Click and hold the ‘Customer Department’ field from under ‘Personnel’

Step 35: Drag it over to the ‘Axis’ section

Step 36: Select the search field, delete the last query, and type in ‘average business hours’

Step 37: Click and hold on the ‘Average Business Hours to Resolve’ field from under ‘Performance Metrics’

Step 38: Drag it over to the ‘Value’ section

Step 39: Select the search field, delete the last query, and type in ‘incidents resolved’

Step 40: Click and hold on the ‘Incidents Resolved’ field

Step 41: Drag it over to the ‘Tooltips’ section

Step 42: Select the arrow for the ‘Filters’ pane

Step 43: Select the dropdown arrow for the ‘Incidents Resolved’ filter

Step 44: Select the dropdown chart under ‘Show items when the value:’

Step 45: Select the ‘is greater than’ option

Step 46: Select the text field under the last section and type in ‘2’

Step 47: Select the ‘Apply filter’ button

Step 48: Select the arrow for the ‘Filters’ pane to close it

Step 49: Select the ‘Format’ section represented by a paint roller icon

Step 50: Select the switch for the ‘Data labels’ section

Step 51: Click and hold on the ‘Stacked bar chart’ to move it around the report

Step 52: Drag the edges of the chart to resize it

Scatter chart

Step 53: Now select the ‘Scatter chart’ from under ‘Visualizations’

Step 54: Select the search field, delete the last query, and type in ‘assignment group’

Step 55: Click and hold on the ‘Assignment group’ field from under ‘Personnel’

 

Step 56: Drag it over to the ‘Legend’ section

Step 57: Select the search field, delete the last query, and type in ‘incidents per day’

Step 58: Click and hold on the ‘Incidents per Day – Rolling 7’ field

Step 59: Drag it over to the ‘X Axis’ section

Step 60: Select the search field, delete the last query, and type in ‘arrange hours to resolve’

Step 61: Click and hold on the ‘Value’ section

Step 62: Drag it over to the ‘Y Axis’ section

Step 63: Select the search field, delete the last query, and type in ‘incidents total’

Step 64: Click and hold on the ‘Incidents Total’ field

Step 65: Drag it over to the ‘Size’ section

Step 66: Select the search field, delete the last query, and type in ‘date.value’

Step 67: Click and hold on the ‘Date.Value’ field from under ‘Time – Opened Date’

Step 68: Drag it over to the ‘Play Axis’ section

Step 69: Click and hold on the scatter chart to move it around the report. From now on, we’ll be rearranging and resizing the different visualizations in between the steps

Step 70: Select the ‘Treemap’ from under ‘Visualizations’

Step 71: Select the arrow to open the ‘Filter’ pane again

Step 72: Select the search field, delete the last query, and type in ‘configuration item’

Step 73: Click and hold on the ‘Configuration Item’ field

Step 74: Drag it over to the ‘Filters on this visual’ section

Step 75: Select the dropdown chart under ‘Filter type’

Step 76: Select the ‘Top N’ option

Step 77: Select the text field that comes next and type in ‘20’

Step 78: Select the search field, delete the last query, and type in ‘incidents total’

Step 79: Click and hold on the ‘Incidents Total’ field

Step 80: Drag it over to the ‘By value’ section in the ‘Configuration Item’ filter

Step 81: Select the ‘Apply filter’ button and then close the ‘Filters’ pane

Treemap

Step 82: Select the ‘Treemap’ option from under ‘Visualizations’

Step 83: Select the search field, delete the last query, and type in ‘hierarchy – assignee’

Step 84: Click and hold on the ‘Hierarchy – Assignee’ field

Step 85: Drag it over to the ‘Group’ section

Step 86: Delete the ‘Number’ field from the hierarchy

Step 87: Select the search field, delete the last query, and type in ‘incidents resolved’

Step 88: Click and hold on the ‘Incidents Resolved’ field

Step 89: Drag it over to the ‘Values’ section

Step 90: Select the search field, delete the last query, and type in ‘average business hours’

Step 91: Click and hold on the ‘Average Business Hours to Resolve’ field from under ‘Performance Metrics’

Step 92: Drag it over to the ‘Tooltips’ section

Step 93: Select the paint roller icon to go to the ‘Format’ section

Step 94: Select the dropdown arrow for ‘Data colors’ so we can color code the Treemap. We’ll be showing all the steps to color code it manually

Step 95: Select the ‘Advanced controls’ option

Step 96: Select the dropdown chart under ‘Based on field’

Step 97: Select the search bar and type in ‘average business hours’. (Note that in between steps here, we went to the Treemap and drilled down to the ‘Assigned To’ layer of the Hierarchy. To do this, select the down arrow in the Treemap multiple times. The down arrow is circled in red)

Step 98: Select the ‘Average Business Hours to Resolve’ field

Step 99: Select the checkbox next to ‘Diverging’

Step 100: Select the color for the Lowest values

Step 101: Select the ‘Custom color’ option

Step 102: Select the text field to enter a hexadecimal color or pick a color from the spectrum. We’ll use #27AE60 as our green color

Step 103: Now select the ‘Back’ button

Step 104: Select the color for the Middle values and follow the same process. We’ll change the color to #F1C40F

Step 105: Select the color for the Highest values and follow the same process. We’ll change the color to #C0392B

Step 106: Select the ‘OK’ button

Slicer

Step 107: Now we’re going to add a bunch of slicers that let us filter the data in the chart. Select the ‘Slicer’ option from under ‘Visualizations’

Step 108: Select the search bar, delete the last query, and type in ‘opened date’

Step 109: Select the ‘Date.Value’ field

Step 110: Select the first date field to enter a new date, we’ll use the date ‘11/04/2015’

Slicer

Step 111: Select another ‘Slicer’ from under ‘Visualizations’

Step 112: Select the search bar, delete the last query, and type in ‘category’

Step 113: Select the ‘Category’ option from under ‘Classification’

Step 114: Select the dropdown arrow for the slicer

Step 115: Select the ‘Dropdown’ option

Slicer

Step 116: Select another ‘Slicer’

Step 117: Select the search bar, delete the last query, and type in ‘configuration item’

Step 118: Select the ‘Configuration Item’ field

Step 119: Select the dropdown arrow for the slicer

Step 120: Select the ‘Dropdown’ option

Slicer

Step 121: Select the ‘Slicer’ option

Step 122: Select the search bar, delete the last query, and type in ‘assigned support company’

Step 123: Select the ‘Assigned Support Company’ field from under ‘Personnel’

Step 124: Select the dropdown arrow in the top right corner of the slicer

Step 125: Select the ‘Dropdown’ option

Slicer

Step 126: Select the ‘Slicer’ option

Step 127: Select the search bar, delete the last query, and type in ‘assigned support organization’

Step 128: Select the ‘Assigned Support Organization’ field from under ‘Personnel’

Step 129: Select the dropdown arrow in the top right corner of the chart

Step 130: Select the ‘Dropdown’ option

Slicer

Step 131: Select the final ‘Slicer’ option

Step 132: Select the search bar, delete the last query, and type in ‘assignment group’

Step 133: Select the ‘assignment group’ option from under ‘Personnel’

Step 134: Select the dropdown arrow in the top right corner of the chart

Step 135: Select the ‘Dropdown’ option

Step 136: Notice that we can also select areas on the Treemap to see them highlighted in the rest of the report

Step 137: Select the same part of the Treemap to remove the highlighting

Step 138: Now we have all the slicers set up and the report is fully dynamic and adaptable

 


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