Legacy: IT Manager dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 8 minutes to read

    • Follow the daily and weekly progress of incidents, problems, and requests for your assignment groups.

    IT managers can use the ITSM Success Dashboards to view the metrics for their assignment groups.

    Animated tour of the tabs of the IT Manager dashboard

    End user and roles

    End user and goal Required role
    IT Manager - Needs to track the progress of their group in resolving incidents, problems, and requests pa_viewer is required to see lists of indicators

    Indicators

    % Closed Requests with Breached SLA
    The results of the formula ([[Number of Closed Requests with Breached SLAs]]/[[Number of closed requests]]) * 100
    % of incidents resolved by first assigned group
    The results of the formula ( [[Number of resolved incidents by first assigned group]] / [[Number of resolved incidents]] ) * 100
    % of open incidents missed SLA
    The percentage of open incidents that did not meet the SLA, as calculated by the formula [[Number of incidents missed SLA]] / [[Number of open incidents]] * 100
    % of open incidents not updated in last 5 days
    Number of open incidents not updated in last 5 days as a percentage of number of open incidents, according to the formula ( [[Number of open incidents not updated in last 5 days]] / [[Number of open incidents]] ) * 100.
    % of open incidents with problem
    The result of the formula [[Number of open incidents with problem]] / [[Number of open incidents]] * 100
    % of open problems not updated in last 30 days
    The result of the formula ( [[Number of open problems not updated in last 30 days]] / [[Number of open problems]] ) * 100
    % of open problems with at least one incident
    The result of the formula [[Number of open problems with at least one open incident]] / [[Number of open problems]] * 100
    % open and overdue incidents
    The result of the formula ( [[Number of open and overdue incidents]] / [[Number of open incidents that should be resolved in time]] ) * 100
    % Resolved Incidents with Breached SLA
    The result of the formula ([[Number of Resolved Incidents with Breached SLAs]]/[[Number of resolved incidents]]) * 100
    Active Breached SLAs Today
    The result in percentage of the formula ([[Number of breach task sla today]]/[[Number of active task sla]])*100
    Average age of open problems
    The result, in days, of the formula [[Summed age of open problems]] / [[Number of open problems]] / 24
    Average age of open requests
    The result, in days, of the formula [[Summed age of open requests]] / [[Number of open requests]] / 24
    Average age open incidents
    The result, in days, of the formula [[Summed age of open incidents]] / [[Number of open incidents]] / 24
    Average close time of requests
    The result, in days, of the formula [[Summed duration of closed requests]] / [[Number of closed requests]] / 24
    Average Cost per Incident
    The result of the formula [[Cost of Incidents Resolved]]/[[Number of resolved incidents]], when the number of resolved incidents is more than zero.
    Average Cost per Request
    The result of the formula [[Cost of Requests Completed]]/[[Number of completed requests]], when the number of completed requests is more than zero.
    Average Cost per Request - Weekly
    The result of the formula [[Cost of Requests Completed / By week SUM +]]/[[Number of completed requests / By week SUM +]]. In other words, the weekly sum of the cost of completed requests, including partial weeks, divided by the weekly sum of completed requests, including partial weeks.
    Average Cost per Resolved Incident - Weekly
    The result of the formula [[Cost of Incidents Resolved / By week SUM +]]/[[Number of resolved incidents / By week SUM +]]. In other words, the weekly sum of the cost of resolved incidents, including partial weeks, divided by the weekly sum of resolved incidents, including partial weeks.
    Average reassignments of open and overdue incidents
    The result of the formula [[Summed reassignments of open and overdue incidents]] / [[Number of open and overdue incidents]]
    Average resolution time of resolved incidents
    The result of the formula [[Summed duration of resolved incidents]] / [[Number of resolved incidents]] / 24
    Closed workload
    The result of the formula [[Number of closed incidents]] + [[Number of closed problems]] + [[Number of closed requests]]
    ITSM Average Overall Customer Satisfaction
    Average of the normalized score for the Customer Satisfaction survey, as a result of the formula [[ITSM normalized satisfaction score]] / [[ITSM survey instances]]
    New workload
    The result of the formula [[Number of new incidents]] + [[Number of new problems]] + [[Number of new requests]]
    Number of closed complete requests
    Number of requests closed today as complete (State = Complete)
    Number of closed incidents
    The number of incidents closed today
    Number of closed problems
    The number of probems closed today
    Number of closed requests
    The number of requests closed today
    Number of Closed Requests with Breached SLAs
    Count Distinct of SLA tasks [task_sla] with a task type of Request, Has breached = true, Stage != Cancelled, and closed today
    Number of new incidents
    The number of incidents opened today
    Number of new problems
    The number of incidents opened today
    Number of new requests
    The number of incidents opened today
    Number of open changes planned in the next 7d
    The number of Change Request [change_request] records opened today with a Planned Start date between today and the end of next week
    Number of open incident unassigned
    The number of open incidents not assigned to anyone
    Number of open incidents
    Number of incidents with no Resolved date
    Number of open incidents not updated in last 5 days
    Number of open incidents with an Updated date of more than five days ago
    Number of open and overdue incidents
    The number of open incidents related to an SLA task that is not in the Cancelled stage (task_sla.stage) and has an actual elapsed percentage greater than 100% (task_sla.percentage).
    Number of open incidents that should be resolved in time
    The count distinct of open incidents associated with an SLA task [task_sla] that is not in the Cancelled stage.
    Number of open incidents with problem
    The number of open incidents with a value in the Problem field
    Number of open problems
    The number of problems opened on or before today and not yet closed.
    Number of open problems not updated in last 30 days
    Number of open problems with an Updated date of more than 30 days ago
    Number of open problems with at least one open incident
    The count distinct of open incidents where the Problem Active field value is true.
    Number of open requests
    Number of requests opened on or before today and not yet closed
    Number of requests closed after due date
    Number of requests that are closed after request due date (sc_request.closed_at > sc_request.due_date)
    Number of resolved incidents
    Number of incidents with a value in the Resolved date field
    Number of resolved incidents by first assigned group
    Number of incidents that were resolved by the first group assigned to them
    Open workload
    The result of the formula [[Number of open incidents]] + [[Number of open problems]] + [[Number of open requests]]
    Predicted Average Cost of Open Incidents
    The result of the formula [[Cost of Incidents Resolved / By week SUM +]]/[[Number of resolved incidents / By week SUM +]] * [[Number of open incidents]]
    Predicted Average Cost of Open Requests
    The result of the formula [[Cost of Requests Completed / By week SUM +]]/[[Number of requests completed / By week SUM +]] * [[Number of open requests]]
    Workload backlog growth
    The result of the formula [[New workload]] - [[Closed workload]]
    The following indicators do not appear on the dashboard but are used in formulas:
    Cost of Incidents Resolved
    The daily sum of the Value field of incident_metric records where the Definition field value is Incident Resolution Fixed Cost.
    Cost of Requests Completed
    The daily sum of the Value field of sc_request_metric records where the Definition field value is Request Resolution Fixed Cost .
    ITSM normalized satisfaction score
    Sum of the normalized score of metric results for the Customer Satisfaction survey
    ITSM survey instances
    Number of the survey instances of the Customer Satisfaction survey
    Number of active task sla
    The count of active SLA tasks on task_sla with a start time before today and a stop time after today.
    Number of breach task sla
    The count of active SLA tasks on task_sla with a breach time before today
    Number of incidents missed SLA
    The number of records on the incident_sla table created on or before today, not yet closed, and that have breached SLA
    Number of open incidents with problem
    The count of open incidents with a Problem referenced in the Problem field.
    Number of Resolved Incidents with Breached SLAs
    Number of Incident-type SLA tasks that are not cancelled, that were resolved today, and where Has Breached is true
    Summed age of open incidents
    The sum of hours between the time an incident was opened and now
    Summed age of open problems
    The sum of hours between the time a problem was opened and now
    Summed age of open requests
    The sum of hours between the time a request was opened and now
    Summed duration of closed requests
    The sum of hours between the time a request was opened and the time it was closed
    Summed duration of resolved incidents
    The sum of hours between the time an incident was opened and the time it was resolved
    Summed reassignments of open and overdue incidents
    The summed reassignment count of all open Incident SLAs

    Breakdowns

    • Age (Request, Incident, Problem, and Change)
    • Assignment Group
    • Category (Incident, Change)
    • Contact Type (Incident, Request)
    • Location
    • Priority (Request, Incident, Problem, and Change)
    • Risk (Change)
    • SLA
    • SLA Definition
    • State (Change, Request, Problem)