--- 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: Overdue by State dashboard # Legacy: Overdue by State 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: Overdue by State dashboard The Legacy: Overdue by State dashboard provides visibility into incidents overdue by SLA, categorized by the states New, In Progress, and On Hold. It helps track key metrics such as the average age of overdue incidents, reassignment frequency, and the average duration since the last update. The dashboard also supports grouping data by common breakdowns like Priority and Assignment Group. Show full answer Show less **Important:** This dashboard is deprecated starting with the Xanadu release. ServiceNow customers are encouraged to use the Incident Management dashboard for similar SLA overdue incident insights. By default, the dashboard is inactive and requires activation by a Performance Analytics administrator or power user who must assign an owner and mark it as Active before use. ## Key Features * Displays the number of open and overdue incidents related to SLA tasks that have exceeded their SLA time (percentage elapsed over 100%) and are not cancelled. * Calculates average age of open and overdue incidents by dividing the total age by the number of incidents expected to be resolved on time. * Shows average reassignment count for open and overdue incidents to highlight incident handling complexity. * Measures the average time since the last update on overdue incidents to indicate potential delays in incident resolution progress. * Supports breakdowns by incident State, Priority, Age, Assignment Group, and SLA for detailed analysis. ## Key Outcomes Service Level Managers and other SLA-focused roles can utilize this dashboard to monitor overdue incidents effectively, identify bottlenecks in incident resolution, and track reassignment patterns. This enables better SLA compliance management and helps prioritize incident handling based on state and other key factors. With the deprecation notice, customers should plan to transition to the Incident Management dashboard to maintain access to these critical SLA overdue insights in upcoming releases. This dashboard lets you see incidents that are overdue according to an SLA, divided by the New, In Progress, and On Hold states. Important: Starting in Xanadu release, the Overdue by State 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 the incidents that are overdue according to an SLA, divided by the New, In Progress, and On Hold states. You use this dashboard to view the average age of the incidents, the average number of times they have been reassigned, and how long on average since the last update. You can also group them by standard breakdowns like Priority and Assignment Group. This dashboard is inactive by default. Before using this dashboard, a Performance Analytics administrator or power user must open the Dashboard Properties, assign an owner, and select Active. ## End user and roles {#overdue-state-dashboard__section_upb_qj4_2fb} {#overdue-state-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 | [ ] {#overdue-state-dashboard__table_ov2_tj4_2fb} ## Indicators {#overdue-state-dashboard__section_nm4_hk4_2fb} Number of open and overdue incidents : The number of incidents on the Incident.SLA.Open indicator source 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%. {#overdue-state-dashboard__ul_ocx_lsd_clb} Average age open and overdue incidents : The score is calculated according to the following formula: \[\[Summed age of open and overdue incidents\]\] / \[\[Number of open incidents that should be resolved in time\]\] Average reassignments of open and overdue incidents : The score is calculated according to the following formula: \[\[Summed reassignments of open and overdue incidents\]\] / \[\[Number of open and overdue incidents\]\] Average age of updated since of open and overdue incidents : The average length of time in days since the last update of open, overdue incidents. The score is calculated according to the following formula: \[\[Summed age of updated since of open and overdue incidents\]\] / \[\[Number of open and overdue incidents\]\] / 24 The following indicators are used to calculate formulas but are not displayed directly on the dashboard: 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) {#overdue-state-dashboard__ul_bd3_5sd_clb} Summed age of open and overdue incidents : Summed age of open incidents related to an SLA task 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%. {#overdue-state-dashboard__ul_open-overdue} Summed age of updated since of open and overdue incidents : Sum of hours since the last update of all open and overdue incidents. Summed reassignments of open and overdue incidents : The sum of the Reassignment Count field of all open and overdue incidents. ## Breakdowns {#overdue-state-dashboard__section_yfw_qk4_2fb} * State * Priority * Age * Assignment Group * SLA {#overdue-state-dashboard__ul_ulw_dl4_2fb}