Legacy: Overdue by State dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Legacy: Overdue by State dashboard

    The Overdue by State dashboard provides insights into incidents that are overdue based on Service Level Agreements (SLAs), categorizing them into New, In Progress, and On Hold states. Note that this dashboard will be deprecated starting from the Xanadu release, and users are encouraged to transition to the Incident Management dashboard for similar functionality.

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    Key Features

    • Incident Tracking: View the average age of overdue incidents, the number of times they have been reassigned, and the average time since their last update.
    • Grouping Options: Incidents can be grouped by Priority and Assignment Group for better analysis.
    • Custom Activation: The dashboard is inactive by default and requires a Performance Analytics administrator to activate it by setting the owner and marking it as active.

    Key Outcomes

    This dashboard is particularly useful for Service Level Managers who need to monitor the compliance of incident resolution with SLAs. Key indicators include the number of open and overdue incidents, average age of incidents, average reassignments, and time since the last update. Understanding these metrics helps in managing incident resolution more effectively and ensuring SLA compliance.

    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 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.

    Incident overdue by state dashboard with workbench widget

    End user and roles

    End user and goal Required role
    Service Level Manager who is responsible for seeing that incident resolution meets the service level agreements. sla_manager

    Indicators

    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%.
    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)
    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%.
    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

    • State
    • Priority
    • Age
    • Assignment Group
    • SLA