---
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 Premium dashboard

# Legacy: Incident Premium dashboard {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 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 Premium dashboard

The Legacy Incident Premium dashboard consolidates comprehensive insights into the Incident management process using Workbench widgets and advanced Platform Analytics features.
It provides a centralized view of incident metrics, trends, and performance indicators to help IT teams monitor, prioritize, and manage incidents effectively.
Note that starting with the Xanadu release, this dashboard is deprecated; customers are encouraged to use the Incident management dashboard instead for similar functionalities.
Show full answer Show less  

## Access and Roles

Access the dashboard via **All \> Self-Service \> Dashboard** and search for "Incident Premium dashboard".

* **IT Agents** : View assigned and group work, reports, and prioritize workload. Required roles: `itil`, `snincidentread`, `pacontributor`, `paviewer`.
* **IT Managers** : View group work, reports, and can edit data and dashboard layout. Additional roles: `paadmin`, `papoweruser`.

## Key Indicators

The dashboard tracks critical incident metrics including:

* Number of open, new, closed, and resolved incidents (daily counts).
* Average age of open incidents and average time since last update.
* Average reassignment count for open incidents.
* Percentages of incidents not updated within 5 or 30 days.
* Percentage of new critical incidents, incidents resolved without reassignment, incidents closed via self-service, and incidents resolved the same day they were opened.
* Average time to close incidents and percentage of incidents not solved.
* Percent of open incidents reassigned at least once.

These indicators allow IT teams to monitor incident lifecycle efficiency, responsiveness, and quality of resolution.

## Data Visualizations

The dashboard includes a variety of visual components to display incident data, such as:

* Single score widgets showing counts of incidents opened today, unassigned incidents, overdue incidents, and incidents not updated recently.
* Bar charts and heatmaps grouping incidents by priority, state, assignment group, and age (including those older than 30 days).
* Trend area charts showing incidents opened and closed weekly.
* Special heatmaps highlighting open incidents assigned to inactive users or linked to closed problems.

## Filters

Users can filter dashboard data by:

* Incident Priority
* Incident State
* Incident Assignment Group
* Incident Category
* Incident Opened Date

This flexible filtering enables targeted analysis tailored to specific operational or reporting needs.

## Practical Benefits for ServiceNow Customers

This dashboard enables IT teams to:

* Gain a holistic and real-time view of incident management performance.
* Identify bottlenecks such as stale or overdue incidents and frequent reassignments.
* Monitor incident resolution quality and speed with actionable metrics.
* Customize views and reports through filters for focused insights.

As the Incident Premium dashboard is deprecated starting Xanadu release, customers should transition to the Incident management dashboard to continue leveraging these advanced analytics and Workbench widgets within the platform.  
This dashboard uses Workbench widgets and other advanced Platform Analytics features to give you all the information about the Incident process in one place.  
Important:  
Starting in Xanadu release, the Incident Premium 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.") for Workbench widgets and other advanced Platform Analytics features to know about the Incident process in one place.
Figure 1. Tabs of the Incident Premium dashboard

## Access the Incident Premium dashboard {#incident-premium-dashboard__section_s2d_pqs_rrb}

To access the Incident Premium dashboard, navigate to AllSelf-ServiceDashboard. On the Dashboards Overview, search for Incident Premium dashboard.

## End user and roles {#incident-premium-dashboard__section_upb_qj4_2fb}

{#incident-premium-dashboard__table_dvp_m42_hsb__entry__3}

| End user | Description | Required role |
|-|-|-|
| IT Agent | Views the assigned work and group work, reports, and prioritize workload | * itil * sn_incident_read * pa_contributor * pa_viewer {#incident-premium-dashboard__ul_v24_xyj_hsb} |
| IT Manager | Views the group work and reports and also can edit the required data and dashboard layout | * itil * sn_incident_read * pa_contributor * pa_viewer * pa_admin * pa_power_user {#incident-premium-dashboard__ul_oyd_fzj_hsb} |
[ ]

{#incident-premium-dashboard__table_dvp_m42_hsb}

## Indicators {#incident-premium-dashboard__section_nm4_hk4_2fb}

Number of open incidents
:   Daily count of the number of incidents that do not have a resolution date. This indicator is used as the basis of several other indicators on this dashboard.

Number of new incidents
:   Daily count of the number of incidents opened 'today.'

Number of closed incidents
:   Daily count of indicators with State = Closed.

Number of resolved incidents
:   Daily count of indicators with State = Resolved.

Average age of open incidents
:   The average age in days in which an incident has been open. The score is calculated according to the formula \[\[Summed age of open incidents\]\]/(\[\[Number of open incidents\]\]\*24).

Average reassignment of open incidents
:   The average number of times currently open incidents have been reassigned. This indicator is shown as 'Average re-assignment times' in the Process by State tab. The score is calculated according to the formula \[\[Summed
    re-assignment of open incidents\]\] / \[\[Number of open incidents\]\].

Average age of last update of open incidents
:   How long on average it has been since the last update to one of the currently open incidents, in days. The score is calculated according to the formula \[\[Summed age of last update of open incidents\]\] / (\[\[Number of
    open incidents\]\] \* 24)

% of incidents not updated in last 5 days
:   The percentage of currently open incidents that have not been updated for the last five days. The score is calculated according to the formula ( \[\[Number of open incidents not updated in last 5 days\]\] / \[\[Number of
    open incidents\]\] ) \* 100

% of incidents not updated in last 30 days
:   The percentage of currently open incidents that have not been updated for the last 30 days. The score is calculated according to the formula ( \[\[Number of open incidents not updated in last 30 days\]\] / \[\[Number of open
    incidents\]\] ) \* 100

% of new critical incidents
:   The percentage of new incidents filtered on the Priority breakdown with the breakdown element 1 - Critical. The score is calculated according to the formula ( \[\[Number of new incidents \> Priority = 1 - Critical\]\] /
    \[\[Number of new incidents\]\] ) \* 100.

Average close time of incidents
:   The average amount of time in days it takes to close an incident. The score is calculated according to the formula \[\[Summed duration of closed incidents\]\] / (\[\[Number of closed incidents\]\] / 24)

% of incidents resolved without reassigning
:   The percentage of incidents with a State of Resolved that were never reassigned from the first assignment group. The score is calculated according to the formula \[\[Number of resolved incidents by first assigned group\]\]
    / \[\[Number of resolved incidents\]\] \* 100.

% of incidents closed by self-service
:   The percentage of incidents with State = Closed and Close code = Closed/Resolved by Caller. The score is calculated according to the formula \[\[Number of incidents closed by self-service\]\] / \[\[Number of closed
    incidents\]\] \* 100.

% of open incidents reassigned at least once
:   The percentage of incidents that are open and that have been transferred at least once. The score is calculated according to the formula \[\[Number of reassigned open incidents\]\] / \[\[Number of open incidents\]\] \* 100

% of incidents resolved same day opened
:   The percentage of incidents with State = Resolved where the day in the Resolved field is the same as the day in the Opened field. The score is calculated according to the formula \[\[Number of incidents resolved on the
    same day opened\]\] / \[\[Number of resolved incidents\]\] \* 100.

% of incidents not solved
:   The percentage of closed incidents where Close code = Not Solved (Not Reproducible) or Not Solved (Too Costly). The score is calculated according to the formula \[\[Number of incidents not solved\]\] / \[\[Number of closed
incidents\]\] \* 100.  
The following indicators are not shown directly on the dashboard but are used in calculating formulas:

* Summed age of open incidents
* Summed re-assignment of open incidents
* Summed age of last update of open incidents
* Number of open incidents not updated in last 5 days
* Number of open incidents not updated in last 30 days
* Summed duration of closed incidents
* Number of resolved incidents by first assigned group
* Number of incidents closed by self-service
* Number of reassigned open incidents
* Number of incidents resolved on the same day opened
* Number of incidents not solved
{#incident-premium-dashboard__ul_ov4_jvn_blb}

## Breakdowns {#incident-premium-dashboard__section_yfw_qk4_2fb}

* Priority
* Category
* Assignment Group
* State
{#incident-premium-dashboard__ul_ulw_dl4_2fb}

## Data visualizations {#incident-premium-dashboard__section_t5q_fl4_2fb}

{#incident-premium-dashboard__table_xvt_hl4_2fb__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. |
| Open Incidents older than 30 days by Assignment Group and State | Heatmap icon (![Heatmap icon]()) | Total number of incidents opened more than 30 days ago and that are grouped by assignment group and state of the incident. |
| Open Incidents Not Updated In Last 30 Days by Assignment Group and State | Heatmap icon (![Heatmap icon]()) | Total number of open incidents updated more than 30 days ago and that are grouped by assignment group and state of the incident. |
| Open Incidents where assignee is not active | Heatmap icon (![Heatmap icon]()) | Total number of incidents where the user in the Assigned to field have an inactive status. |
| Open Incidents with closed Problem | Heatmap icon (![Heatmap icon]()) | Total number of open incidents that have an associated problem with closed status. |
[ ]

{#incident-premium-dashboard__table_xvt_hl4_2fb}

## Filters {#incident-premium-dashboard__section_dhg_ygy_2sb}

The dashboard includes the following filters: {#incident-premium-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-premium-dashboard__table_ehg_ygy_2sb}

*[\>]: and then