Legacy: Overdue by State dashboard
Summarize
Summary of Legacy: Overdue by State dashboard
The Legacy: Overdue by State dashboard, available in the Xanadu release but now deprecated, provides ServiceNow users with a detailed view of incidents overdue according to SLAs. It categorizes incidents by their states: New, In Progress, and On Hold. The dashboard helps Service Level Managers monitor incident resolution performance against agreed SLAs.
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Note that starting with the Xanadu release, this dashboard is deprecated. Users are encouraged to utilize the Incident Management dashboard for similar insights on SLA-overdue incidents grouped by state.
Key Features
- Incident Overdue Tracking: Displays the number of open incidents overdue per SLA, excluding cancelled tasks and filtering only SLA-related tasks.
- Average Incident Age: Calculates the average age of open and overdue incidents to help understand resolution delays.
- Reassignment Metrics: Reports the average number of times overdue incidents have been reassigned, indicating handoff frequency.
- Update Recency: Shows the average time since the last update on overdue incidents, highlighting potential stagnation.
- Breakdowns: Allows grouping by State, Priority, Age, Assignment Group, and SLA for granular analysis.
- Dashboard Activation: This dashboard is inactive by default; a Performance Analytics administrator or power user must activate it by assigning an owner and setting it to Active via Dashboard Properties.
Indicators and Calculations
The dashboard uses several key indicators to compute metrics, including:
- Number of Open and Overdue Incidents: Incidents related to active SLA tasks with elapsed time exceeding SLA limits.
- Average Age of Incidents: Total age of open and overdue incidents divided by the count of incidents expected to be resolved within SLA.
- Average Reassignments: Total reassignments divided by the count of open and overdue incidents.
- Average Age Since Last Update: The sum of hours since the last update divided by the number of overdue incidents and converted to days.
Supporting indicators used for calculations but not displayed include the count of open incidents expected to be resolved on time and summed ages of overdue incidents.
Practical Implications for ServiceNow Customers
Service Level Managers can use this dashboard to proactively identify and manage SLA breaches by monitoring overdue incidents and their lifecycle metrics. However, since the dashboard is deprecated in the Xanadu release, customers should transition to the Incident Management dashboard for ongoing SLA monitoring with similar functionality. Activating this dashboard requires administrative steps, so planning for migration and dashboard management is essential.
This dashboard lets you see incidents that are overdue according to an SLA, divided by the New, In Progress, and On Hold states.
Starting in Xanadu release, the Overdue by State dashboard is deprecated. Users can use Incident management dashboard to view the incidents that are overdue according to an SLA, divided by the New, In Progress, and On Hold states.
You use this dashboard to view the average age of the incidents, the average number of times they have been reassigned, and how long on average since the last update. You can also group them by standard breakdowns like Priority and Assignment Group. This dashboard is inactive by default. Before using this dashboard, a Performance Analytics administrator or power user must open the Dashboard Properties, assign an owner, and select Active.
End user and roles
| End user and goal | Required role |
|---|---|
| Service Level Manager who is responsible for seeing that incident resolution meets the service level agreements. | sla_manager |
Indicators
- Number of open and overdue incidents
- The number of incidents on the Incident.SLA.Open indicator source with the following characteristics:
- Related to an SLA task of type 'SLA' (contract_sla.type)
- Not in stage 'Cancelled' (task_sla.stage)
- The amount of time taken to work on the task is over the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value more than 100%.
- Average age open and overdue incidents
- The score is calculated according to the following formula: [[Summed age of open and overdue incidents]] / [[Number of open incidents that should be resolved in time]]
- Average reassignments of open and overdue incidents
- The score is calculated according to the following formula: [[Summed reassignments of open and overdue incidents]] / [[Number of open and overdue incidents]]
- Average age of updated since of open and overdue incidents
- The average length of time in days since the last update of open, overdue incidents. The score is calculated according to the following formula: [[Summed age of updated since of open and overdue incidents]] / [[Number of open and overdue incidents]] / 24
- Number of open incidents that should be resolved in time
- The number of open incidents with the following characteristics:
- Related to an SLA task of type 'SLA' (contract_sla.type)
- Not in stage 'Cancelled' (task_sla.stage)
- Summed age of open and overdue incidents
- Summed age of open incidents related to an SLA task with the following characteristics:
- Related to an SLA task of type 'SLA' (contract_sla.type)
- Not in stage 'Cancelled' (task_sla.stage)
- The amount of time taken to work on the task is over the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value more than 100%.
- Summed age of updated since of open and overdue incidents
- Sum of hours since the last update of all open and overdue incidents.
- Summed reassignments of open and overdue incidents
- The sum of the Reassignment Count field of all open and overdue incidents.
Breakdowns
- State
- Priority
- Age
- Assignment Group
- SLA