Configure Service Dashboard in SOW

[RobQ]

Hi,

Has anyone configured the Service Dashboard in Service Operations Dashboard to respond to ‘Incidents’ as well as Alerts?

Currently, the Service Dashboard only reacts to the severity of Alerts raised through Event Management for a specific Service and CI. However, I want to include the severity of Incidents raised directly in the ITSM, whether through email or manually, still linked to the Service. This way, critical ITSM incidents (non-ITOM) can be displayed on the Service Dashboard, providing a true representation of the current state of the Service.

Any information would be helpful.

Thanks

Rob

[Mark Manders]

You can simply open the Workspace in UI builder and make a duplicate of the landing page. Then you can add any data visualizations you want.

[RobQ]

Hi, thanks for the reply, but I'm not talking about the SOW landing page, I was meaning this dashboard

It only tracks against alerts raised in Event Management and wanted this to also track user raised, non EVM incident against each service

[jaguthrie]

Were you ever able to get this figured out?  I'm in the same situation where we would like to indicate on both Alerts and Incidents.

[RobQ]

No, unfortunately not. Even the new Unified version only operates on ITOM-raised incidents—those generated from alerts. Incidents raised manually by users will not appear, even if they are linked to a mapped service.

I’m in ongoing communication with ServiceNow to explore whether they’re developing a truly unified view that integrates both ITOM and ITSM. However, nothing has materialised so far.

As a workaround, I did manage to create an alert based on a user-raised incident, which technically worked. That said, my organisation is reluctant to adopt non–out-of-the-box (OOTB) solutions.