Legacy: Incident Premium dashboard
Summarize
Summary of Legacy: Incident Premium dashboard
The Incident Premium dashboard consolidates comprehensive incident management metrics and analytics in one interface using Workbench widgets and advanced Platform Analytics features. It provides detailed insights into the incident process, helping IT agents and managers monitor workload, priorities, and incident lifecycle performance.
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Important: This dashboard is deprecated starting with the Xanadu release. Users are advised to use the Incident management dashboard for similar Workbench and analytics functionality.
Access and Roles
To access the Incident Premium dashboard, navigate through All > Self-Service > Dashboard and search for the dashboard by name.
- IT Agent: Views assigned and group work, reports, and prioritizes workload. Required roles include itil, snincidentread, pacontributor, and paviewer.
- IT Manager: Views group work, reports, and can edit data and dashboard layout. Required roles include those for IT Agent plus paadmin and papoweruser.
Key Indicators
The dashboard tracks critical incident metrics, including:
- Open, new, closed, and resolved incidents: Daily counts and statuses.
- Average age and reassignment of open incidents: Measures how long incidents remain open and how often they are reassigned.
- Incident update timeliness: Percentage of open incidents not updated in the last 5 or 30 days.
- Priority and resolution metrics: Percentage of new critical incidents, incidents resolved same day, and incidents closed by self-service.
- Resolution quality metrics: Percentage of incidents resolved without reassignment and percentage not solved.
These indicators use formula-based calculations aggregating incident attributes like age, reassignment counts, and resolution times to provide actionable insights.
Data Visualizations
The dashboard includes multiple visualization types to analyze incident data effectively:
- Single score metrics for open, unassigned, overdue, and aged incidents.
- Vertical and horizontal bar charts grouping incidents by priority, age, and assignment groups.
- Heatmaps showing incidents by priority, state, assignment group, and other dimensions, including special cases like inactive assignees or linked closed problems.
- Area charts displaying incident trends over weeks.
Filters
Users can filter the dashboard visualizations by:
- Incident Priority, State, and Category: Choice lists for refined data views.
- Incident Assignment Group: Reference filter to focus on specific groups.
- Incident Opened Date: Date-based filtering to analyze incidents created within selected timeframes.
Practical Value for ServiceNow Customers
This dashboard enables IT teams to track incident management KPIs and trends, prioritize work effectively, and identify bottlenecks or overdue incidents. Understanding these indicators supports continuous service improvement and workload balancing. However, customers should transition to the Incident management dashboard starting with the Xanadu release for ongoing feature support.
This dashboard uses Workbench widgets and other advanced Platform Analytics features to give you all the information about the Incident process in one place.
Starting in Xanadu release, the Incident Premium dashboard is deprecated. Users can use Incident management dashboard for Workbench widgets and other advanced Platform Analytics features to know about the Incident process in one place.
Access the Incident Premium dashboard
To access the Incident Premium dashboard, navigate to . On the Dashboards Overview, search for Incident Premium dashboard.
Data visualizations
| Title | Type | Description |
|---|---|---|
| Incidents Opened Today | Single score ( ) |
Total number of incidents created on the current date. |
| Unassigned Incidents | Single score () |
Total number of incidents that are still not assigned. |
| Overdue Incidents | Single score () |
Total number of incidents that exceed its SLA. |
| Open Incidents | Single score () |
Total number of incidents that do not have a resolution date. |
| Incidents not updated for 7 days | Single score () |
Total number of incidents that were updated more than 7 days ago. |
| Open incidents older than 30 days | Single score () |
Total number of open incidents that were created 30 days ago. |
| Open Incidents - Grouped | Vertical bar ( ) |
Total number of open incidents grouped by priority. |
| Open incidents older than 30 days - Grouped | Horizontal bar ( ) |
Total number of open incidents that were created more than 30 days ago. |
| Incidents by Priority and State | Heatmap icon ( ) |
Total number of incidents grouped by priority and state. |
| Incidents by Priority and State older than 30 days | Heatmap icon () |
Total number of incidents grouped by priority and state that were created more than 30 days ago. |
| Incidents per week | Area icon ( ) |
Total number of incidents opened or closed in each week. |
| Open Incidents older than 30 days by Assignment Group and State | Heatmap icon () |
Total number of incidents opened more than 30 days ago and that are grouped by assignment group and state of the incident. |
| Open Incidents Not Updated In Last 30 Days by Assignment Group and State | Heatmap icon () |
Total number of open incidents updated more than 30 days ago and that are grouped by assignment group and state of the incident. |
| Open Incidents where assignee is not active | Heatmap icon () |
Total number of incidents where the user in the Assigned to field have an inactive status. |
| Open Incidents with closed Problem | Heatmap icon () |
Total number of open incidents that have an associated problem with closed status. |