As an ITIL User, I want a dashboard that easily provides me information about incidents.

[abhisek]

As an ITIL User, I would like to have access to a dashboard that easily provides me information about the Incidents that are assigned to me and my groups so that I can efficiently manage my workload throughout the day.

The ITIL User dashboard should contain the following items specific to Incident Management - My Work, My Groups Work, Incidents with SLA at 80% or more assigned to me - the list view columns for each should include - Number, State, Assignment Group, Priority, Task Type, Short Description. My Groups Work should also contain Assigned To after Assignment Group."

I have to implement the above requirement in my personal development instance.

Can anyone please help me out.

Thanks in advance.

Regards,

Abhisek Chattaraj.

[AndersBGS · Accepted solution]

Hi  ,

1. Create a report based in the incident table

2. Create the filter as below:

Save the report with the columns you would like and add to your preferred dashboard.

3. Create a report based in the incident table

4. Create the filter as below:

Save the report with the columns you would like and add to your preferred dashboard.

5. Create a report based in the incident_sla table

6. Create the filter as below:

Save the report with the columns you would like and add to your preferred dashboard.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[abhisek]

Hi Anders,

It is working. Thanks for your help. 😊

Regards,

Abhisek Chattaraj.

[Riya Verma]

Hi @abhisek  ,

Hope you are doing great.

To achieve this, please follow these steps:

1. Navigate to the ServiceNow platform.
2. Go to the dashboard customization area.
3. Create a new dashboard named "ITIL User Dashboard."
4. Add three sections to the dashboard: "My Work," "My Groups Work," and "Incidents with SLA at 80% or more assigned to me."
5. Configure the "My Work" section to display a list view with the desired columns: Number, State, Assignment Group, Priority, Task Type, and Short Description. 
6. Configure the "My Groups Work" section to display a list view with the columns: Number, State, Assignment Group, Priority, Task Type, Short Description, and Assigned To. 
7. Configure the "Incidents with SLA at 80% or more assigned to me" section to display a list view with the columns: Number, State, Assignment Group, Priority, Task Type, and Short Description. 
8. Save and publish the dashboard.