--- 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: Major incident overview dashboard # Legacy: Major incident overview dashboard {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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: Major incident overview dashboard The Major Incident Overview module offers two versions of Performance Analytics (PA) dashboards---normal and premium---to help ServiceNow users quickly review and analyze major incident data. Note that starting with the Xanadu release, this legacy dashboard is deprecated and replaced by the Major Incident dashboard, which provides enhanced process and communication metrics for both open and closed major incidents. Show full answer Show less Access to these dashboards requires specific roles such as itil, snincidentwrite, majorincidentmanager, or communicationmanager. Activation of specific plugins is also necessary: the Incident Management - Major Incident Management plugin (com.snc.incident.mim) for the normal dashboard, and Performance Analytics -- Content Pack for Major Incident Management (com.snc.pa.incident.mim) for the premium version. ## Key Features * **Dashboard Controls:** Create, duplicate, delete dashboards, copy URLs, add dashboards to favorites, create tabs, and reset filters. * **Dashboard Overview:** View recently accessed dashboards, owned/shared dashboards, and create new dashboards. * **Dashboard Selection:** Choose from multiple dashboards within the system. * **Widget Management:** Add, move, and resize widgets on dashboards for customized views. * **Sharing:** Share dashboards with users, groups, or roles to facilitate collaboration. * **Configuration:** Select or modify dashboard layouts for optimal widget arrangement. * **Tabs with Incident Metrics:** * Major Incidents Nearing Breach (75% SLA elapsed) * Major Incidents Overdue (SLA breached) * Unassigned Major Incidents * Open Major Incidents * Major Incidents Opened Today (includes active and inactive) * Major Incidents Resolved Today * Grouped views of open incidents and those older than 7 days * Major Incidents by Priority and State * Weekly opened and closed major incident trends ## Premium Dashboard Enhancements * **Process KPIs:** Track active major incidents, resolved incidents, average resolution time, and trends comparing new versus resolved incidents. * **Interactive Filters:** Filter incidents by category, priority, assignment group, and state for tailored analysis. ## Practical Use for ServiceNow Customers This dashboard enables incident managers and related roles to monitor the status, workload, and SLA compliance of major incidents efficiently. With real-time metrics and filtering options, teams can prioritize efforts on incidents nearing or breaching SLA targets, identify unassigned incidents, and analyze incident patterns over time to improve response strategies. Activating the required plugins and assigning appropriate roles ensures seamless access and utilization of these dashboards, supporting proactive major incident management within the ServiceNow platform. Major Incident Overview module provides two versions of the Performance Analytics (PA) Dashboard to review major incident information at a glance. Important: Starting in Xanadu release, the Major incident overview dashboard is deprecated. Users can use [Major incident dashboard](https://www.servicenow.com/docs/vHAK9cYF27ktT1SJi9kUrw "Dashboard providing a view into the process and communication related metrics for Open and Closed major incidents.") to view the process and communication related metrics for Open and Closed major incidents. Users with itil, sn_incident_write, major_incident_manager or communication_manager role can access the dashboard. The two versions of the Performance Analytics (PA) Dashboard are normal and premium. You must activate the Incident Management - Major Incident Management plugin (com.snc.incident.mim) to view the normal dashboard. To access the premium version of Major Incident Overview dashboard, activate Performance Analytics -- Content Pack for Major Incident Management (com.snc.pa.incident.mim). You can navigate to the dashboard in the following ways: * IncidentMajor IncidentsOverview * Self -- ServiceDashboardMajor Incident Overview {#major-incident-overview__ul_zyr_hwp_kbb} ## Major incident overview {#major-incident-overview__section_s15_hgn_dlb} Figure 1. Major Incident Overview dashboard Major Incident Overview module provides information on the following content: {#major-incident-overview__table_xcw_qrv_kbb__entry__3} | # | UI component | Description | |-|-|-| | 1 | Dashboard controls | Provides options to create, duplicate, or delete a dashboard. You can copy the dashboard URL or duplicate the dashboard. In addition, you can add the dashboard in your favorite list, create a tab, or reset filters in the dashboard. | | 2 | Dashboard overview | Takes you to the UI page where you view the recently accessed dashboard, dashboards owned or shared by you, or all the dashboards in the system. To create a new dashboard, click New. | | 3 | Dashboard choice list | Provides options to select between different dashboards in the system. | | 4 | Add widgets | Provides option to add widgets. You can drag to move or resize the widget on the dashboard. | | 5 | Sharing | Provides option to specify groups, users, and roles for the dashboard. | | 6 | Configuration | Provides the configuration pane to select a layout to snap the widgets against or to modify a layout as required. | | 7 | Tabs | * Major Incidents Nearing Breach: Number of active major incidents where the Major incident state is Accepted and the response or resolution SLA has reached 75% of the allotted time. * Major Incidents Overdue: Number of active major incidents where the Major incident state is Accepted and the response or resolution SLA has breached. * Unassigned Major Incidents: Number of active major incidents where Assigned to is empty. * Open Major Incidents: Major incidents which are open and has major incident state as Accepted. * Major Incidents Opened Today: Major incident state is Accepted and the major incident is created on the current day. Note: Major incidents opened for that day includes both active and inactive incidents. * Major Incidents Resolved Today: Major incidents that are resolved on the current day and have the state as Resolved. * Open Major Incidents -- Grouped: You can filter these incidents based on Group by and Stacked by. * Open Major Incidents Older Than 7 Days -- Grouped: You can filter these incidents based on Group by and Stacked by. * Major Incidents by Priority and State * Major Incidents by Priority and State Older than 7 Days * Major Incidents Opened per Week * Major Incidents Closed per Week {#major-incident-overview__ul_s44_h4x_xdb} | [ ] {#major-incident-overview__table_xcw_qrv_kbb} ## Major Incident Overview -- Premium {#major-incident-overview__section_df5_bgn_dlb} Major Incident Overview -- Premium provides the following additional functions: * Process KPIs: Provides information on Active Major Incidents, Number of resolved major incidents, Average resolution time of Major Incidents, and New Major Incidents Vs Resolved. * Interactive filters: Helps to filter incidents based on category, priority, assignment group, and state. {#major-incident-overview__ul_v5t_vcq_kbb} Figure 2. Major Incident Overview -- Premium dashboard **Related concepts** * [Major incident workbench](https://www.servicenow.com/docs/yNK~Z85ThIm3niX4O~7sFw "The major incident workbench is a single pane view designed for major incident managers, communication managers, and resolver groups. The workbench helps to manage major incidents by aggregating and providing actionable information.") **Related topics** * [Create and use dashboards](https://www.servicenow.com/docs/access?context=create-and-edit-dashboards&version=brazil&pubname=brazil-now-intelligence&ft:locale=en-US) *[\>]: and then