ITIL dashboard
Use this dashboard to view, maintain, and track the tasks and incidents for operating the IT service desk.
Access the ITIL dashboard
To access the ITIL dashboard, navigate to . On the Dashboards Overview, search for ITIL dashboard.
End user and roles
| End User | Description | Required role |
|---|---|---|
| IT Agent | Views, opens, updates, tracks, and closes incidents and tasks for managing customer issues. | itil |
| IT Agent Admin | Can perform all the activities of an IT agent. In addition, the admin can also modify the data and layout. | itil_admin |
Data visualizations
The dashboard includes the following visualizations:
| Title | Type | Description |
|---|---|---|
| Critical Tasks | Single score ( ) |
Total number of open critical task records for which Priority is set to 1. |
| Unassigned Tasks | Single score () |
Total number of open tasks that are still not assigned. |
| Tasks assigned to me | Single score () |
Total number of tasks assigned to the logged-user of the dashboard. |
| Active Incidents older than 7 days | Single score () |
Total number of active incidents logged before seven days. |
| Incident SLA Breached | Single score () |
Total number of incidents that exceed its SLA. |
| Incident SLAs at Risk | Single score () |
Total number of active incidents that have not yet exceeded an SLA but have elapsed 75% of the duration of the SLA. |
| My Groups Work | List ( ) |
Outstanding work load (tasks) of the logged-in user's group. |
| My Work | List () |
The logged-in user's outstanding work load (tasks). |