Open Incident State Monitor dashboard

Release version: Washingtondc

Updated February 1, 2024

1 minute to read

View average age and number of reassignments and breakdown incidents in the New, In Progress, and On Hold states.

End user and roles


End user and goal	Required role
Incident Manager: Needs to know how the incident management process is doing so they can plan for the future.	itil

Number of open incidents: Daily count of the number of incidents that do not have a resolution date. This indicator is used as the basis of several other indicators on this dashboard.
Average age of open incidents: The average age in days in which an incident has been open. The score is calculated according to the formula [[Summed age of open incidents]]/([[Number of open incidents]]*24).
Average reassignment of open incidents: The average number of times currently open incidents have been reassigned. This indicator is shown as 'Average re-assignment times' in the Process by State tab. The score is calculated according to the formula [[Summed re-assignment of open incidents]] / [[Number of open incidents]].
Average age of last update of open incidents: How long on average it has been since the last update to one of the currently open incidents, in days. The score is calculated according to the formula [[Summed age of last update of open incidents]] / ([[Number of open incidents]] * 24)
% of incidents not updated in last 5 days: The percentage of currently open incidents that have not been updated for the last five days. The score is calculated according to the formula ( [[Number of open incidents not updated in last 5 days]] / [[Number of open incidents]] ) * 100

The following indicators are not shown directly on the dashboard but are used in calculating formulas: