Legacy: Incident Overview dashboard
Summarize
Summary of Legacy: Incident Overview dashboard
The Legacy Incident Overview dashboard allows users to monitor and manage incidents effectively, aiding in planning and prioritizing customer issues. However, note that this dashboard is deprecated starting with the Xanadu release, and users are encouraged to transition to the Incident Management dashboard for similar functionalities.
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Key Features
- Access: Navigate to All > Incident > Overview or All > Self-Service > Dashboard to find the Incident Overview dashboard.
- User Roles: IT Agents can open, view, update, track, and close incidents; required role is itil and snincidentread.
- Visualizations: The dashboard includes various visualizations such as:
- Incidents Opened Today
- Unassigned Incidents
- Overdue Incidents
- Open Incidents
- Incidents not updated for 7 days
- Open Incidents older than 30 Days
- Grouped views by priority
- Incidents per week
- Filters: Users can filter visualizations based on:
- Incident Priority
- Incident State
- Incident Assignment Group
- Incident Category
- Incident Opened Date
Key Outcomes
This dashboard provides a comprehensive view of incident statuses, enabling IT Agents to prioritize workload effectively and ensure timely resolution of customer issues. Transitioning to the Incident Management dashboard will ensure continued access to these essential features and visualizations.
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. |