---
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 SLA Management dashboard

# Legacy: Incident SLA Management dashboard {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 SLA Management dashboard

The Legacy Incident SLA Management dashboard helps ServiceNow users, particularly Service Level Managers, monitor how well incident tickets adhere to their Service Level Agreements (SLAs).
It tracks whether incidents meet SLA deadlines and provides various metrics related to incident resolution and response times.
Show full answer Show less  
**Important:** This dashboard is deprecated starting with the Xanadu release. Users should now use the Incident Management dashboard for similar SLA monitoring capabilities.

## Key Features

* **Incident SLA Metrics:** Tracks open and overdue incidents, those resolved on time, and calculates percentages showing compliance with SLA deadlines.
* **Response Time Metrics:** Measures incident assignment response times related to Operational Level Agreements (OLAs), including counts and percentages of timely responses and overdue assignments.
* **Resolution Time Calculations:** Calculates average resolution times in hours for resolved incident SLA tasks.
* **Data Breakdown:** Provides breakdowns by state, priority, category, assignment group, task SLA status, and breach status to help analyze SLA performance.
* **Role Requirements:** Intended for Service Level Managers with roles such as slamanager and paviewer to access and interpret SLA compliance data.

## Key Outcomes

* Enables Service Level Managers to monitor SLA adherence, identify overdue incidents, and evaluate incident handling performance.
* Supports data-driven decisions to improve incident resolution and response times within agreed service levels.
* Helps maximize the number of incidents resolved and assignments responded to within SLA limits, ensuring better service delivery.
* Facilitates detailed SLA performance analysis by various incident attributes, assisting in targeted process improvements.  
See how well the incidents that are subject to a Service Level Agreement meet the
deadlines of those SLAs.  
Important:  
Starting in Xanadu release, the Incident SLA Management 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 whether the incidents that are subject to a Service Level Agreement, meet the deadlines of those SLAs.  
The dashboard title indicates that it is inactive because you activate the solution after configuration and data collection.Figure 1. Tabs of the Incident SLA Management dashboard

## End user and roles {#incident-sla-mgmt-dashboard__section_upb_qj4_2fb}

{#incident-sla-mgmt-dashboard__table_ov2_tj4_2fb__entry__2}

| End user and goal | Required role |
|-|-|
| Service Level Manager who is responsible for seeing that incident resolution meets the service level agreements. | sla_manager, and pa_viewer for the Incident SLA Assignment tab |
[ ]

{#incident-sla-mgmt-dashboard__table_ov2_tj4_2fb}

## Indicators {#incident-sla-mgmt-dashboard__section_nm4_hk4_2fb}

Number of open and overdue incidents
:   The number of open incidents with the following characteristics:

    * Related to an SLA task of type 'SLA' (contract_sla.type)
    * Not in stage 'Cancelled' (task_sla.stage)
    * The amount of time taken to work on the task is over the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value more than 100%.
    {#incident-sla-mgmt-dashboard__ul_ocx_lsd_clb}

Number of open incidents that should be resolved in time
:   The number of open incidents with the following characteristics:

    * Related to an SLA task of type 'SLA' (contract_sla.type)
    * Not in stage 'Cancelled' (task_sla.stage)
    {#incident-sla-mgmt-dashboard__ul_bd3_5sd_clb}

% open and overdue incidents
:   The percentage of open incidents that are overdue. The score is calculated according
    to the formula ( \[\[Number of open and overdue incidents\]\] / \[\[Number of open incidents
    that should be resolved in time\]\] ) \* 100.

Number of incidents resolved in time
:   The number of SLA tasks related to an incident with the following characteristics:

    * The resolution date (incident.resolved_at) is the date that the score is collected.
    * The type is 'SLA' (contract_sla.type).
    * The stage is not 'cancelled' (task_sla.stage).
    * The amount of time taken to close the task is under the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value less than or equal to 100%.
    {#incident-sla-mgmt-dashboard__ul_dnl_3td_clb}

Number of incidents resolved that should have been resolved in time

:   Number of incidents resolved that should have been resolved in time is measured
    daily as unit #.

    The goal for this indicator is to maximize.  
    The score is the COUNT DISTINCT on the data source Incidents.SLA.Resolved, which is using the table Incident SLA \[incident_sla\] with the following conditions:

    * The resolution date (incident.resolved_at) is the date that the score is collected.
    * The type is 'SLA' (contract_sla.type).
    * The stage is not 'cancelled' (task_sla.stage).
    {#incident-sla-mgmt-dashboard__ul_kvs_bvd_clb}

% incidents resolved in time
:   The percentage of resolved incidents that were resolved in time. The score is
    calculated according to the formula ( \[\[Number of incidents resolved in time\]\] /
    \[\[Number of resolved incidents that should be resolved in time\]\] ) \* 100.

Average Resolution Time In Hours For Resolved Incident SLA Tasks
:   The score is calculated according to the following formula: \[\[Summed duration time
    of resolved incident SLA tasks in hours\]\]/\[\[Total resolved Incident SLA tasks\]\].

Total resolved Incident SLA tasks
:   The score is the COUNT on the data source Incidents.SLA.Resolved, which is using the
    table Incident SLA \[incident_sla\] with the following conditions:

    * The resolution date (incident.resolved_at) is the date that the score is collected.
    * The type is 'SLA' (contract_sla.type).
    * The stage is not 'cancelled' (task_sla.stage).
    {#incident-sla-mgmt-dashboard__ul_kfd_gwd_clb}

Number of incident assignments responded to in time
:   The number of SLA tasks related to an incident with the following characteristics:

    * The close date (task_sla.end_time) is the date that the score is collected.
    * The type is 'OLA' (contract_sla.type), meaning that it is a response task.
    * The stage is not 'cancelled' (task_sla.stage).
    * The amount of time taken to close the task is under the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value less than or equal to 100%.
    {#incident-sla-mgmt-dashboard__ul_s5t_w2d_clb}

Number of incident assignments that should have been responded to in time
:   The number of SLA tasks related to an incident with the following characteristics:

    * The close date (task_sla.end_time) is the date that the score is collected.
    * The type is 'OLA' (contract_sla.type), meaning that it is a response task.
    * The stage is not 'cancelled' (task_sla.stage).
    {#incident-sla-mgmt-dashboard__ul_sbp_zfd_clb}

Number of open and overdue incident assignments
:   The number of SLA tasks related to an incident with the following characteristics:

    * The type is 'OLA' (contract_sla.type), meaning that it is a response task.
    * The stage is not 'cancelled' (task_sla.stage).
    * The amount of time taken to work on the task is over the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value more than 100%.
    {#incident-sla-mgmt-dashboard__ul_ahq_cgd_clb}

Number of open incident assignments that should be responded to in time
:   The number of open incidents related to an SLA task with the following
    characteristics:

    * The type is 'OLA' (contract_sla.type), meaning that it is a response task.
    * The stage is not 'cancelled' (task_sla.stage).
    * The response task is still open.
    {#incident-sla-mgmt-dashboard__ul_fwp_sxd_clb}

% incident assignments responded to in time
:   The percentage of response tasks that were responded to within the SLA limit. The
    score is calculated according to the following formula: ( \[\[Number of incident
    assignments responded to in time\]\] / \[\[Number of incident assignments that should have
    been responded to in time\]\] ) \* 100.

% open and overdue incident assignments
:   The percentage of open incident assignments that are overdue according to the SLA
    limit. The score is calculated according to the following formula: ( \[\[Number of open
    and overdue incident assignments\]\] / \[\[Number of open incident assignments that should
    be responded to in time\]\] ) \* 100.

Summed duration time of resolved incident SLA tasks in hours
:   This indicator sums the results of a script run on the Incident SLA \[incident_sla\]
    table that calculates the time it took for an incident SLA task to be resolved. This
    indicator is used to calculate formulas but is not displayed directly on the
    dashboard:

## Breakdowns {#incident-sla-mgmt-dashboard__section_yfw_qk4_2fb}

* State
* Priority
* Category
* Assignment Group
* Task SLA Breached Status
{#incident-sla-mgmt-dashboard__ul_ulw_dl4_2fb}