Legacy: Incident Premium dashboard

Release version: Australia

Updated March 12, 2026

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Summary of Legacy: Incident Premium dashboard

The Legacy: Incident Premium dashboard, updated on March 12, 2026, utilizes Workbench widgets and advanced Platform Analytics features to consolidate incident process information. Note that this dashboard is deprecated starting from 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 > Self-Service > Dashboard to find the Incident Premium dashboard.
User Roles:
- IT Agent: Requires roles like itil, snincidentread, pacontributor, paviewer.
- IT Manager: Requires additional roles including paadmin, papoweruser.
Indicators: Key metrics include the number of open, new, closed, and resolved incidents, average age of incidents, reassignment rates, and update frequencies.
Data Visualizations: Various visual formats such as single scores, grouped bars, and heatmaps allow users to quickly assess incident statistics.
Filters: Users can filter reports based on incident priority, state, assignment group, category, and opened date.

Key Outcomes

By utilizing the Incident Premium dashboard, users can effectively monitor incident management performance, identify areas needing attention, and track compliance with service level agreements (SLAs). Transitioning to the Incident Management dashboard will ensure continued access to these insights as the legacy dashboard is phased out.

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 for Workbench widgets and other advanced Platform Analytics features to know about the Incident process in one place.

Incident Premium dashboard tabs — Figure 1. Tabs of the Incident Premium dashboard

Access the Incident Premium dashboard

To access the Incident Premium dashboard, navigate to All > Self-Service > Dashboard. On the Dashboards Overview, search for Incident Premium dashboard.

Incident premium dashboard search on dashboards

End user and roles


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
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

Indicators

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

Breakdowns

Priority
Category
Assignment Group
State

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.
Open Incidents older than 30 days by Assignment Group and State	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 ()	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 ()	Total number of incidents where the user in the Assigned to field have an inactive status.
Open Incidents with closed Problem	Heatmap icon ()	Total number of open incidents that have an associated problem with closed status.

Filters

The dashboard includes the following 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.