Documentation forSolarWinds Service Desk

Incident Management

The reports in this section help you better understand the health of your ticketing/IT service management processes and overall IT environment. Gain better insight by slicing and dicing the data provided from the incidents in your SWSD.

We offer a variety of reports that focus on specific fields of interest.

For example:

New Incidents Age Distribution Report

The data in this report helps you determine if your ticket distribution is healthy and focus your attention on resolving older tickets.

This report focuses on all open incidents across your organization over a period of time and allows you to drill down into specific incidents that have been open for an extended period of time

Utilize this report to analyze your team’s workload and understand if you’re carrying debt. In addition, this report can help ensure that older incidents are quickly resolved and are not forgotten.

Created/Resolved Trend

This report provides an extension of the data collected in the Incidents Over Time report.

In short, the Incidents Over Time provides a view of how many incidents were created/assigned/resolved/etc, per chosen time frame, stacked by your field of interest.

The trend reports provides the ability to further analyze the trends by putting 2 time scopes in one report. The first scope is:

  • Created Over Time

While the second scope is based on user selection. Select between:

  • Resolved Time
  • Closed Time

Understanding the data

Notice the results reflected in grey. This marks how many incident were open during the resolution period (day/week/month).

Calculating the data:

For each incident we input 2 timestamps:

  • Creation date
  • Not Open date

Not Open date is calculated as follows:

  • The time the incident was resolved
  • The time the incident was closed
  • The time the incident was opened and closed

Defining Open Incidents:

  • When the creation date is before the end of the resolution period and

  • The ‘not open’ date is after the beginning of the resolution period

Therefore, an incident that was closed on a certain date may not be taken into account due to the resolution date, however there are also incidents that are closed yet not resolved (such as Open as closed or closed via the API).