--- 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 --- # Legacy: Incident Overview dashboard # Legacy: Incident Overview dashboard {#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 Legacy: Incident Overview dashboard The Legacy Incident Overview dashboard provides ServiceNow users with a comprehensive view of incident status to aid in planning, prioritizing, and managing customer issues. It consolidates key incident metrics and visualizations to help IT Agents monitor and take action effectively. Note that this dashboard is deprecated starting with the Xanadu release; users should transition to the Incident Management dashboard for equivalent functionality. Show full answer Show less ## Access and Roles * **Access:** Navigate to *All \> Incident \> Overview* or *All \> Self-Service \> Dashboard* and search for "Incident Overview dashboard." * **Required Role:** IT Agents with the *itil* and *snincidentread* roles can open, view, update, track, and close incidents to manage customer issues. ## Key Features The dashboard features several single-score metrics and visualizations that provide insight into incident status, including: * Total incidents opened today * Unassigned incidents * Overdue incidents (exceeding SLA) * Open incidents without resolution dates * Incidents not updated for more than 7 days * Open incidents older than 30 days * Grouped visualizations by priority and state, including heatmaps and bar charts * Incidents opened or closed per week (area chart) Filters enable users to refine visualizations by priority, state, assignment group, category, and incident opened date, allowing focused analysis of incident data. ## Practical Application for ServiceNow Customers This dashboard equips IT Agents with real-time incident data to prioritize workload, identify bottlenecks, and ensure timely resolution aligned with SLAs. The visualizations help quickly spot critical issues, aging incidents, and unassigned tickets to improve incident management efficiency. Customers should note the deprecation and plan to adopt the Incident Management dashboard for ongoing support and updates. Use this dashboard to view the status of the incidents for planning, prioritizing, and managing customer issues. Important: Starting in Xanadu release, the Incident Overview dashboard is deprecated. Users can use [Incident management dashboard](https://www.servicenow.com/docs/qoQh1W9UYpOG3ujByKfLew "Dashboard providing a view into process metrics related to Open and Closed incidents.") to view the status of the incidents for planning, prioritizing, and managing customer issues. Figure 1. Incident Overview Dashboard ## Access the Incident Overview dashboard {#incident-overview-dashboard__section_vgg_ygy_2sb} To access the Incident Overview dashboard, navigate to AllIncidentOverview. Alternatively, navigate to AllSelf-ServiceDashboard. On the Dashboards Overview, search for Incident Overview dashboard. ## End user and roles {#incident-overview-dashboard__section_t2d_pqs_rrb} {#incident-overview-dashboard__table_wdd_n2w_gsb__entry__3} | End user | Description | Required role | |-|-|-| | IT Agent | Opens, views, updates, tracks, and closes the incidents for managing customer issues. | * itil * sn_incident_read {#incident-overview-dashboard__ul_gjk_q2w_gsb} | [ ] {#incident-overview-dashboard__table_wdd_n2w_gsb} ## Data visualizations {#incident-overview-dashboard__section_bhg_ygy_2sb} The dashboard includes the following visualizations:{#incident-overview-dashboard__table_chg_ygy_2sb__entry__3} | Title | Type | Description | |-|-|-| | Incidents Opened Today | Single score (![Singe score icon]()) | Total number of incidents created on the current date. | | Unassigned Incidents | Single score (![Singe score icon]()) | Total number of incidents that are still not assigned. | | Overdue Incidents | Single score (![Singe score icon]()) | Total number of incidents that exceed its SLA. | | Open Incidents | Single score (![Singe score icon]()) | Total number of incidents that do not have a resolution date. | | Incidents not updated for 7 days | Single score (![Singe score icon]()) | Total number of incidents that were updated more than 7 days ago. | | Open Incidents older than 30 Days | Single score (![Singe score icon]()) | Total number of open incidents that were created 30 days ago. | | Open Incidents-Grouped | Vertical bar (![Vertical bar]()) | Total number of open incidents grouped by priority. | | Open Incidents older than 30 Days-Grouped | Horizontal bar (![Horizontal bar]()) | Total number of open incidents that were created more than 30 days ago. | | Incidents by Priority and State | Heatmap icon (![Heatmap icon]()) | Total number of incidents grouped by priority and state. | | Incidents by Priority and State older than 30 Days | Heatmap icon (![Heatmap icon]()) | Total number of incidents grouped by priority and state that were created more than 30 days ago. | | Incidents per week | Area icon (![Area icon]()) | Total number of incidents opened or closed in each week. | [ ] {#incident-overview-dashboard__table_chg_ygy_2sb} ## Filters {#incident-overview-dashboard__section_dhg_ygy_2sb} The dashboard includes the following filters: {#incident-overview-dashboard__table_ehg_ygy_2sb__entry__3} | 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. | [ ] {#incident-overview-dashboard__table_ehg_ygy_2sb} Note: This dashboard displays the incident-related information from the Overview tab of the Incident Premium dashboard. *[\>]: and then