---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Incident management dashboard

# Incident management dashboard {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Dashboard providing a view into process metrics related to Open and Closed incidents.  
{#incident__table_cq3_wbt_c1c__entry__3}

| Data Visualization | Description | KPI (Performance Analytics Indicator) |
|-|-|-|
| Overdue incidents | Number of open incidents that are pass the due date. | Number of open and overdue incidents |
| Incidents nearing SLA | Percentage of the incidents nearing the SLA threshold. This is based on the percentage of SLA elapsed where the elapsed percentage is between 50-75%,76- 85%, 86-95%, above 95%. | Incidents nearing SLA threshold |
| Open incidents not updated | Number of open incidents that aren't updated as per the age. This is categorized as per the age of an incident that are between 1-5, 6-10, 10-30, and greater than 30 days. | Number of open incidents |
| Incidents created (by priority) | Distribution of the Incidents created priority wise | Number of incidents created |
| Incidents by activity channel | Total number of closed incidents created from different sources. | Number of resolved incidents |
| Mean time to resolve an incident (by priority) | Mean time to resolve the incidents priority wise | Incident MTTR |
| Average incident reassignment | Average number of times that incidents were reassigned. | Average incident reassignment |
| % high priority incidents | Percentage of P1 and P2 incidents that are successfully closed | % high priority incidents |
| Average number of incidents created per user | Average number of the incidents that are created by a specific user | Average number of incidents created per user |
| % Incidents associated with Problem | Percentage of the incidents that are associated with problem | % Incidents with associated Problem |
| Total outages due to incidents | Total outages in hours because of incidents. | Total outages due to incidents |
[Table 1. Incident]

{#incident__table_cq3_wbt_c1c}