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

[Kevin83]

Marks answer is correct, but you may also be interested in this thread that talks about how to configure the script that populates the data visualizations https://www.servicenow.com/community/now-platform-forum/configuring-sow-oob-components-ui-builder-pr...

[Manuel16]

I am looking for exactly the same option.

We are in the same situation and also need the option for the application services in the Service Dashboard to change color when incidents are opened. Currently, everything remains green, even though we know that we have an outage/downtime.

[RobQ]

I have been going on to ServiceNow about this for a while, the Service Dashboard on operates on the back of Alerts from Event Management. Manually raised incidents, even though its links to the correct Service and CI, have no impact on the board.

At one point I created a 'Dummy' Alert on the back of an Manually raised incident, which works, but it was really just a hack.