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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Reporting incidents

# Reporting incidents {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Reporting incidents

ServiceNow enables service desk and IT managers to efficiently monitor and track incident status and service levels using dashboards and reports.
TheIncident \> Overviewdashboard provides a real-time, interactive view of open incidents, highlighting key metrics such as critical, unassigned, and overdue incidents.
Incidents are visually grouped by priority, state, and other factors to facilitate quick analysis.
Show full answer Show less  

## Incident Reports

The platform offers a variety of prebuilt incident reports accessible via **Reports \> View / Run**. These reports can be customized or new ones created to meet specific needs. Report types include:

* **Basic charts:** Bar or pie charts showing incidents by assignment group, location, priority, or state to evaluate staffing and workload distribution.
* **Time series reports:** Such as Incident Trend by Configuration Item, helping identify recurring problems based on closed incidents.
* **Multidimensional reports:** For example, Incidents by Priority and State older than 30 Days, useful for spotting service level gaps like unresolved low-priority incidents.

## Incident Metrics

By activating the **Metric Definition** plugin (com.glide.metrics), customers can define and track key performance metrics for incident management. Metrics support generating detailed reports that can be added to dashboards or scheduled for automatic distribution. This data-driven approach enables continuous process improvement, including refining assignment rules, SLAs, and inactivity monitors.

To reduce unnecessary incidents, users are encouraged to consult the knowledge base beforehand, supported by the related search results feature on the Incident form.

## Performance Analytics for Incident Management

The platform includes **Complimentary Performance Analytics for Incident Management** enabled by default. This offering aggregates incident data over time and provides a dashboard with 15 indicators to assess organizational performance comprehensively.

Additional benefits of a Performance Analytics subscription include access to **In-form analytics**, which embed performance insights directly within Incident records, helping users make informed decisions contextually.

## Legacy Analytics Solutions

Legacy **Platform Analytics Solutions** for Incident Management provide preconfigured dashboards with actionable visualizations to enhance business processes and practices. These include specific solutions focused on Incident SLA Management.  
Service desk and other IT managers can use dashboards and reports to monitor and track
incident status and service levels.

## Incident Overview

The IncidentOverview dashboard provides a quick glance at the current state of open incidents. At the
top, single score widgets enumerate the open incident statuses, such as critical incidents,
unassigned incidents, and overdue incidents. Charts in the dashboard group incidents by factors
such as priority and state. The incident overview is fully interactive and configurable.

## Incident reports

Various incident reports are available in the base system, and you can modify the existing
reports or create new ones. Navigate to ReportsView / Run and enter <kbd class="ph userinput">incident</kbd> in the search box to view all incident
reports. Base system reports include the following:  
* Basic bar or pie chart reports, such as incidents by assignment group, location, priority, or state. These reports help you analyze a specific data point, for example, whether enough staff is allocated to an assignment group.
* Time series reports, such as Incident Trend by Configuration Item. This report lets you analyze closed incidents by configuration item (CI) to identify potential problems.
* Multidimensional reports, such as Incidents by Priority and State older than 30 Days. This report can help you identify gaps in service levels. For example, if a high number of low-priority incidents are still in New state after being open more than 30 days.
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## Incident metric definition {#incident-monitor-track__section_chc_mkn_2gb}

A metric measures and evaluates the effectiveness of IT service management processes. The
service desk can improve the incident management process using information gathered within the
platform. You can activate the Metric Definition plugin (com.glide.metrics) and define the
metrics to monitor within the system. With these metrics, and the information within the
database, it is possible to
[generate reports](https://www.servicenow.com/docs/access?context=t_CreateYourOwnReport&version=brazil&pubname=brazil-now-intelligence&ft:locale=en-US)
that can be
[added to dashboards](https://www.servicenow.com/docs/access?context=add-report-to-dashboard&version=brazil&pubname=brazil-now-intelligence&ft:locale=en-US)
or [automatically generated and
distributed](https://www.servicenow.com/docs/access?context=t_CreateAScheduledJob&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US).

Using this information, it is possible to refine automatic rules such as the assignment rules,
service level agreements, or inactivity monitors to better suit the unique environment of the
service desk. Unnecessary incidents can be avoided by encouraging users to consult the knowledge
base before creating an incident. The related search results function in the Incident form
assists with this strategy.

## Complimentary Performance Analytics for Incident Management

Complimentary Performance Analytics for Incident Management and
aggregates data over time, and is enabled by default for Incident Management. Complimentary Performance Analytics for Incident Management provides an
Incident Management dashboard with 15 indicators to help you assess organizational performance.
For more information, see
[Performance Analytics for Incident
Management](https://www.servicenow.com/docs/access?context=r_StUpPAInctMgmt&version=brazil&pubname=brazil-now-intelligence&ft:locale=en-US).

A subscription to Performance Analytics also gives you access to In-form analytics. In-form analytics integrate performance insights into Incident records so that users can access important metrics in context and make better decisions.
* **[Legacy: Incident Management Platform Analytics Solutions](https://www.servicenow.com/docs/ObivMh2o_LfdbiqDkgF5XQ)**   
  Platform Analytics Solutions and in-form analytics contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
* **[Legacy: Incident SLA Management Platform Analytics Solutions](https://www.servicenow.com/docs/cp3DbrvXpgyre5Em6AMhZA)**   
  Platform Analytics Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

**Related concepts**   

* [Insights and Opportunities for Incident dashboard](https://www.servicenow.com/docs/Z~HUeumDiyZbhpss65bICA "The Insights and Opportunities for Incident dashboard in Service Operations Workspace gives service desk managers and incident managers a unified view of incident trends, SLA compliance, sentiment, and operational patterns to support data-driven decisions.")  
**Related topics**   

* [Creating reports](https://www.servicenow.com/docs/access?context=report-types-creation-details-rd&version=brazil&pubname=brazil-now-intelligence&ft:locale=en-US)

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