Incident Overview dashboard
Summarize
Summary of Incident Overview dashboard
The Incident Overview dashboard is a crucial tool within IT Service Management, designed to help users monitor and manage incidents effectively. It provides real-time insights into incident statuses for better planning and prioritization of customer issues.
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Access the Incident Overview dashboard
To access the dashboard, navigate to:
- All > Incident > Overview
- All > Self-Service > Dashboard and search for the Incident Overview dashboard.
End user and roles
The primary user of this dashboard is the IT Agent, who requires the role itil or snincidentread to open, view, update, track, and close incidents.
Data visualizations
The dashboard features several key visualizations that provide insights into incident management:
- Incidents Opened Today: Displays the total number of incidents created today.
- Unassigned Incidents: Shows the total number of unassigned incidents.
- Overdue Incidents: Indicates incidents that exceed their SLA.
- Open Incidents: Counts incidents without a resolution date.
- Incidents not updated for 7 days: Total incidents not updated in over a week.
- Open Incidents older than 30 Days: Counts open incidents created more than 30 days ago.
- Open Incidents-Grouped: Visualizes open incidents by priority.
- Incidents by Priority and State: Displays incidents grouped by priority and state.
- Incidents per week: Shows totals of opened or closed incidents for each week.
Filters
Users can refine the visualizations using the following filters:
- Incident Priority: Filter incidents by priority level.
- Incident State: Filter incidents based on their current state.
- Incident Assignment Group: Filter by the assignment group associated with the incident.
- Incident Category: Filter incidents based on their category.
- Incident Opened Date: Filter incidents by their creation date.
This dashboard aggregates information from the Overview tab of the Incident Premium dashboard, providing a comprehensive view of incident management for better decision-making and operational efficiency.
Use this dashboard to view the status of the incidents for planning, prioritizing, and managing customer issues.
Access the Incident Overview dashboard
To access the Incident Overview dashboard, navigate to .
Alternatively, navigate to . On the Dashboards Overview, search for Incident Overview dashboard.
End user and roles
| End user | Description | Required role |
|---|---|---|
| IT Agent | Opens, views, updates, tracks, and closes the incidents for managing customer issues. |
|
Data visualizations
| Title | Type | Description |
|---|---|---|
| Incidents Opened Today | Single score ( ) |
Total number of incidents created on the current date. |
| Unassigned Incidents | Single score () |
Total number of incidents that are still not assigned. |
| Overdue Incidents | Single score () |
Total number of incidents that exceed its SLA. |
| Open Incidents | Single score () |
Total number of incidents that do not have a resolution date. |
| Incidents not updated for 7 days | Single score () |
Total number of incidents that were updated more than 7 days ago. |
| Open Incidents older than 30 Days | Single score () |
Total number of open incidents that were created 30 days ago. |
| Open Incidents-Grouped | Vertical bar ( ) |
Total number of open incidents grouped by priority. |
| Open Incidents older than 30 Days-Grouped | Horizontal bar ( ) |
Total number of open incidents that were created more than 30 days ago. |
| Incidents by Priority and State | Heatmap icon ( ) |
Total number of incidents grouped by priority and state. |
| Incidents by Priority and State older than 30 Days | Heatmap icon () |
Total number of incidents grouped by priority and state that were created more than 30 days ago. |
| Incidents per week | Area icon ( ) |
Total number of incidents opened or closed in each week. |
Filters
| Name | Type | Description |
|---|---|---|
| Incident Priority | Choice list | Filter the report visualizations based on the Priority of the incident record. |
| Incident State | Choice list | Filter the report visualizations based on the State of the incident record. |
| Incident Assignment Group | Reference | Filter the report visualizations based on the Assignment group associated with the incident record. |
| Incident Category | Choice list | Filter the report visualizations based on the Category of the incident record. |
| Incident Opened | Date | Filter the report visualizations based on the date when the incident is created. |