When you create a custom graph, all incident fields are available for selection,
including your custom fields. You can choose from multiple graph formats and you can configure the
graph to display trends over time.
About this task
Before you begin creating a custom graph, it is useful to design your graph in advance and define
the time range. Then, identify the filters and fields you need to narrow down the data that is
displayed. Typically, creating a graph requires some trial and error and fine-tuning. For example,
selecting a small time unit, such as minutes, over a longer period results in too many data points.
By changing the time units to a larger unit, such as days, the data that is displayed is more
useful. When you select the fields for your graphs, you can add a maximum of two fields for field
selection area.
To display the data values in the graph, you can toggle on or off the Data
Labels button in the Custom Incident Widget.
The following steps show an example of how to create a cases over time graph.
Procedure
-
Select Case Management > Analytics from the menu and click
Add Widget .
-
Click Custom Case Widget. You create the graph from this screen.
- Enter a title and select a size for the graph. Use Full size for
large graphs that span across the screen, while Half is useful for displaying
two smaller graphs side by side. For this example, select Full.
- If using any graph type except Table, use one of the following Sort
By options to determine the order in which the fields are presented:
- Label (Natural Order) sorts the fields' label; alphabetical
(case-sensitive) for strings where multi-digit numbers are ordered as a single character, oldest to
newest for dates, and ascending for numbers. Select Fields are an exception, these follow the order
in which the values are declared in the field definition. This is the default selection.
- Ascending sorts the fields by the total number of incidents within your
selected criteria. For example, a graph displays incidents by status per city, where Boston has 30
open incidents and 30 closed incidents for a total of 60, and London has 20 open incidents and 50
closed incidents for a total of 70. In ascending order, Boston would be first in the graph showing
open incidents although London has less open incidents.
- Descending also sorts by the fields by the total number of incidents
within your selected criteria. Using the previous example, London would be shown first.
- Use the filters at the top of the screen to focus on the data that you want to graph. For
example, from the Date Created filter, you can specify a time range, such as
the past 30 hours. For this scenario, select the following filters:
- Select All from the Date Created filter.
- Select Active from the Status filter and clear
Active, if necessary.
You can add other filters, as required, by using the
More...
option.
- If you want to toggle on the data values in the graph, enable the Data
Labels button. This button is not available for all type of graphs, for example, it is
not relevant for Table type graphs.
- From the Fields section, use the search to find and add the fields
that you want to include in the graph by dragging and dropping them to the Fields selection areas.
This controls the data that is displayed in the graph, for example, incident severity or incident
type. For this scenario, add Incident Type to the top section, and add
Date Created to the lower Fields selection area, as shown in the following
graphic.
For
some fields that you add, you can click the edit icon to configure the field values. For example,
for
Date Created you can change time units to days. To do this, click the
edit icon beside
Date Created and for the
Bucket Type,
select
Months.
- Click Save. The graph displays on the Analytics
Dashboard, similar to the following graphic.
