ITSM Tools
Use the ITSM Tools dashboard to produce an in-depth analysis on outbound integrations that are receiving BigPanda incidents.
The ITSM Tools Dashboard gives you a deep dive into how BigPanda is interacting with your ITSM tools including ticket automation, compression, and trending.
ITSM Tools Dashboard
Key Features
- Evaluate the effectiveness of automated ticketing for each ITSM tool
- View ticket volume trending to spot escalating issues or concerns
- Evaluate ticketing compression effectiveness through BigPanda
- Identify which applications are creating the most tickets
Widgets
The following widgets are available in the ITSM Tools Dashboard:
| Widget | Description |
|---|---|
| Tickets Created | The number of all outbound shares. |
| Ticket Creation % | The percentage of incidents that resulted in an outbound ticket. |
| Auto Tickets | The number of outbound shares triggered by AutoShare rules. |
| Manual Tickets | The number of outbound shares created manually by a user in the UI. |
| Ticket Compression % | The alert compression percentage for incidents that were shared. |
| Shares by Tool | The percentage of outbound ticket shares sent to individual tool integrations. Selecting the Others category in the chart will expand into a new pie chart listing only tools with smaller percentages. |
| Ticket Compression | The number of incidents that were shared, broken out by week. The trendline tracks the overall alert compression percentage for incidents shared each week. |
| Top Tickets by Host | Tickets that have the most updates to share tools, sorted by host system. |
| Shares Over Time | The number of tickets shared to each tool per week. |
Updated 22 days ago