Legacy: ITIL dashboard
Summarize
Summary of Legacy: ITIL Dashboard
The ITIL dashboard enables users to manage and track tasks and incidents related to the IT service desk. However, it is important to note that starting with the Xanadu release, the ITIL dashboard is deprecated, and users are encouraged to transition to the IT Agent dashboard for Service Operations Workspace for these functions.
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Access the ITIL dashboard
To access the ITIL dashboard, navigate to All > Self-Service > Dashboard and search for the ITIL dashboard on the Dashboards Overview page.
End User and Roles
- IT Agent: Can view, open, update, track, and close incidents and tasks related to customer issues. Required role: itil
- IT Agent Admin: Can perform all IT agent activities, as well as modify data and layout. Required role: itiladmin
Data Visualizations
The dashboard features various visualizations that help in monitoring tasks and incidents:
- Critical Tasks: Total number of open critical task records with Priority set to 1.
- Unassigned Tasks: Total number of open tasks that remain unassigned.
- Tasks Assigned to Me: Total number of tasks assigned to the logged-in user.
- Active Incidents Older Than 7 Days: Total number of active incidents logged more than seven days ago.
- Incident SLA Breached: Total number of incidents exceeding their SLA.
- Incident SLAs at Risk: Total number of active incidents at 75% of SLA duration but not yet breached.
- My Groups Work List: Outstanding tasks for the logged-in user's group.
- My Work List: Outstanding tasks for the logged-in user.
Use this dashboard to view, maintain, and track the tasks and incidents for operating the IT service desk.
Starting in Xanadu release, the ITIL dashboard is deprecated. Users can use IT Agent dashboard for Service Operations Workspace to view, maintain, and track the tasks and incidents for operating the IT service desk.
Access the ITIL dashboard
To access the ITIL dashboard, navigate to . On the Dashboards Overview, search for ITIL dashboard.
End user and roles
| End User | Description | Required role |
|---|---|---|
| IT Agent | Views, opens, updates, tracks, and closes incidents and tasks for managing customer issues. | itil |
| IT Agent Admin | Can perform all the activities of an IT agent. In addition, the admin can also modify the data and layout. | itil_admin |
Data visualizations
| Title | Type | Description |
|---|---|---|
| Critical Tasks | Single score ( ) |
Total number of open critical task records for which Priority is set to 1. |
| Unassigned Tasks | Single score () |
Total number of open tasks that are still not assigned. |
| Tasks assigned to me | Single score () |
Total number of tasks assigned to the logged-user of the dashboard. |
| Active Incidents older than 7 days | Single score () |
Total number of active incidents logged before seven days. |
| Incident SLA Breached | Single score () |
Total number of incidents that exceed its SLA. |
| Incident SLAs at Risk | Single score () |
Total number of active incidents that have not yet exceeded an SLA but have elapsed 75% of the duration of the SLA. |
| My Groups Work | List ( ) |
Outstanding work load (tasks) of the logged-in user's group. |
| My Work | List () |
The logged-in user's outstanding work load (tasks). |