Legacy: Incident Overview dashboard
Summarize
Summary of Legacy: Incident Overview dashboard
The Legacy Incident Overview dashboard provides a comprehensive view of incident statuses to help ServiceNow customers plan, prioritize, and manage customer issues effectively. It aggregates key incident metrics and visualizations in a single interface for IT agents responsible for incident management. Note that this dashboard is deprecated starting with the Xanadu release, and customers are encouraged to transition to the Incident Management dashboard for similar functionality.
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Access and Roles
- Access: Navigate to
All > Incident > OvervieworAll > Self-Service > Dashboardand search for the Incident Overview dashboard. - Required Role: Users must have the
itilandsnincidentreadroles to open, view, update, track, and close incidents.
Key Features
- Incident Metrics: Displays single-score visualizations such as incidents opened today, unassigned incidents, overdue incidents (SLA breaches), open incidents, incidents not updated for 7 days, and open incidents older than 30 days.
- Grouped Visualizations: Includes vertical and horizontal bar charts showing open incidents grouped by priority and age (older than 30 days).
- Heatmaps: Show incidents grouped by priority and state, including those older than 30 days, providing insight into incident distribution and aging.
- Trend Analysis: Area chart visualizes the number of incidents opened or closed weekly to identify workload trends.
- Filters: Enables filtering of all visualizations by incident priority, state, assignment group, category, and opened date, allowing users to tailor views to specific needs and focus areas.
Practical Benefits
This dashboard empowers IT agents to quickly assess the current incident landscape, identify bottlenecks such as unassigned or overdue incidents, and monitor aging tickets to improve incident resolution efficiency. The filtering options facilitate targeted analysis across different incident attributes, helping teams prioritize effectively and maintain service levels.
Given its deprecation in the Xanadu release, customers should plan to migrate to the Incident Management dashboard to continue leveraging incident status insights with updated features and support.
Use this dashboard to view the status of the incidents for planning, prioritizing, and managing customer issues.
Starting in Xanadu release, the Incident Overview dashboard is deprecated. Users can use Incident management 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. |