Legacy: IT Agent dashboard

View the open incidents, problems, and requests that belong to you and your assignment groups through personalized reports. You can also see which incidents that belong to your assignment groups exceed the Spotlight threshold.

Agents can use IT Agent dashboard for Service Operations Workspace to see their own and their team's assignments and set priorities.

Figure 1. IT Agent dashboard

End user and roles

End user and goal	Required role
IT Agent - see only those incidents, problems, and requests that concern you	None, but to see Spotlight reports you need the pa_spotlight_viewer role.

Data visualizations

Title	Type	Description
Open unassigned incidents	Single score Figure 2. Single score icon	Incidents that belong to one of your assignment groups do not have a person assigned to them
Open requests	Single score Figure 3. Single score icon	Open requests that belong to you or one of your groups
Critical incidents	Single score Figure 4. Single score icon	Incidents with a Priority of 1 - Critical that belong to you or one of your groups
My open problems - Heatmap	Heatmap Figure 5. Heatmap icon	Your problems by assignment group and priority
Incidents above Spotlight threshold	Single score Figure 6. Single score icon	Incidents belonging to one of your groups that meet enough Spotlight criteria to exceed the Spotlight threshold
My open requests	Single score Figure 7. Single score icon	Open requests that belong to you
My open incidents - Heatmap	Heatmap Figure 8. Heatmap icon	Your incidents by assignment group and priority
Open incidents	Single score Figure 9. Single score icon	Open incidents that belong to you or one of your groups
Open incidents not updated in last 7 days	Single score Figure 10. Single score icon	Open incidents that belong to you or one of your groups and have not been updated for the last 7 days
My open requests - Heatmap	Heatmap Figure 11. Heatmap icon	Your requests by assignment group and priority
Open problems	Single score Figure 12. Single score icon	Open problems that belong to you or one of your groups
Spotlight incidents P1 - Critical	Single score Figure 13. Single score icon	Incidents belonging to your group that exceed the Spotlight threshold and have a priority of P1 - Critical
My open problems	Single score Figure 14. Single score icon	Open problems that belong to you
Spotlight incidents - Unassigned	Single score Figure 15. Single score icon	Incidents belonging to one of your groups that exceed the Spotlight threshold and have no one assigned to them
My open incidents	Single score Figure 16. Single score icon	Open incidents that belong to you
Incidents Spotlight - List	List	A list of all incidents that one of your groups own and that exceed the Spotlight threshold