Legacy: Open Incident State Monitor dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • View average age and number of reassignments and breakdown incidents in the New, In Progress, and On Hold states.

    Important:

    Starting in Xanadu release, the Open Incident State Monitor dashboard is deprecated. Users can use Incident management dashboard to view the average age and number of reassignments and breakdown incidents in the New, In Progress, and On Hold states.

    Figure 1. Open Incident State Monitor
    Open Incident State Monitor workbench widget

    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)
    % 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
    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

    Breakdowns

    • Priority
    • Category
    • Assignment Group
    • State