Overdue by State dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Overdue by State Dashboard

    The Overdue by State dashboard allows users to monitor incidents that are overdue based on Service Level Agreements (SLAs). It categorizes incidents into states such as New, In Progress, and On Hold, providing insights into their average age, reassignment frequency, and time since the last update. This dashboard is inactive by default and requires activation by a Performance Analytics administrator or power user.

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    Key Features

    • Incident Grouping: Incidents can be grouped by standard categories like Priority and Assignment Group.
    • Performance Indicators: Key metrics include the number of open and overdue incidents, average age of incidents, average reassignments, and the average time since the last update.
    • Customization: Dashboard properties can be configured to assign ownership and activate the dashboard for use.

    Key Outcomes

    Using this dashboard, Service Level Managers can effectively track incident performance against SLAs, identify overdue incidents, and make informed decisions to enhance service delivery. By analyzing the provided metrics, organizations can optimize incident management processes and improve overall service level compliance.

    This dashboard lets you see incidents that are overdue according to an SLA, divided by the New, In Progress, and On Hold states.

    You use this dashboard to view the average age of the incidents, the average number of times they have been reassigned, and how long on average since the last update. You can also group them by standard breakdowns like Priority and Assignment Group. 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.

    Incident overdue by state dashboard with workbench widget

    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

    Indicators

    Number of open and overdue incidents
    The number of incidents on the Incident.SLA.Open indicator source with the following characteristics:
    • Related to an SLA task of type 'SLA' (contract_sla.type)
    • Not in stage 'Cancelled' (task_sla.stage)
    • The amount of time taken to work on the task is over the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value more than 100%.
    Average age open and overdue incidents
    The score is calculated according to the following formula: [[Summed age of open and overdue incidents]] / [[Number of open incidents that should be resolved in time]]
    Average reassignments of open and overdue incidents
    The score is calculated according to the following formula: [[Summed reassignments of open and overdue incidents]] / [[Number of open and overdue incidents]]
    Average age of updated since of open and overdue incidents
    The average length of time in days since the last update of open, overdue incidents. The score is calculated according to the following formula: [[Summed age of updated since of open and overdue incidents]] / [[Number of open and overdue incidents]] / 24
    The following indicators are used to calculate formulas but are not displayed directly on the dashboard:
    Number of open incidents that should be resolved in time
    The number of open incidents with the following characteristics:
    • Related to an SLA task of type 'SLA' (contract_sla.type)
    • Not in stage 'Cancelled' (task_sla.stage)
    Summed age of open and overdue incidents
    Summed age of open incidents related to an SLA task with the following characteristics:
    • Related to an SLA task of type 'SLA' (contract_sla.type)
    • Not in stage 'Cancelled' (task_sla.stage)
    • The amount of time taken to work on the task is over the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value more than 100%.
    Summed age of updated since of open and overdue incidents
    Sum of hours since the last update of all open and overdue incidents.
    Summed reassignments of open and overdue incidents
    The sum of the Reassignment Count field of all open and overdue incidents.

    Breakdowns

    • State
    • Priority
    • Age
    • Assignment Group
    • SLA