Overdue Reports dashboard

See the currently open incidents that are subject to an SLA. You can view a list of the incidents or see how they break down in a heatmap or a pivot table.

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.

Figure 1. Overdue List tab

Figure 2. Overdue Pivot tab

Figure 3. Overdue Heatmap tab

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

Data visualizations

Title	Type	Description
Overdue list	List ()	List of all incident records for overdue open incidents
Overdue pivot	Pivot ()	Table letting you explore the number of open and overdue incidents by any combination of state, assignment group, category, and priority, for any age bucket or for all ages.
Overdue heatmap	Heatmap ()	Heatmap letting you explore the number of open and overdue incidents by any combination of state, assignment group, category, and priority, for any age bucket or for all ages.