Legacy: Open Incidents Age Monitor dashboard
View average age and assignment times and breakdown incidents in different age buckets.
Important:
Starting in Xanadu release, the Open Incidents Age Monitor dashboard is deprecated. Users can use Incident management dashboard to view the average age and assignment times and breakdown incidents in different age buckets.
End user and roles
| End user and goal | Required role |
|---|---|
| Incident Manager: Needs to know how the incident management process is doing so they can plan for the future. | itil |
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.
- 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)
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
Breakdowns
- Priority
- Category
- Assignment Group
- State