Legacy: Incident Premium dashboard
Summarize
Summary of Legacy: Incident Premium dashboard
The Legacy Incident Premium dashboard, available in the Zurich release, consolidates comprehensive information about the Incident process using Workbench widgets and advanced Platform Analytics features. It enables IT agents and managers to monitor, report, and prioritize incident workloads efficiently. Note that starting with the Xanadu release, this dashboard is deprecated; users are encouraged to switch to the Incident management dashboard for similar capabilities.
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Access and Roles
To access the Incident Premium dashboard, navigate to All > Self-Service > Dashboard and search for "Incident Premium dashboard".
- IT Agent: Views assigned and group work, reports, and prioritizes workload. Requires roles: itil, snincidentread, pacontributor, paviewer.
- IT Manager: Views group work and reports, and can edit data and dashboard layout. Requires additional roles: paadmin, papoweruser.
Key Indicators
The dashboard provides multiple incident-related metrics to track incident management performance, including:
- Number of open, new, closed, and resolved incidents: Daily counts of incidents by status.
- Average age and update frequency: Average age of open incidents, time since last update, and percentage of incidents not updated in 5 or 30 days.
- Reassignment metrics: Average reassignments of open incidents and the percentage of open incidents reassigned at least once.
- Resolution and closure quality: Average close time, percentage of incidents resolved without reassignment, closed by self-service, resolved same day opened, and incidents not solved.
- Priority-based metrics: Percentage of new critical incidents.
Several aggregated data points support these calculations, such as summed ages, reassignment counts, and resolution details.
Data Visualizations
The dashboard includes various visualization types to provide insights at a glance:
- Single score widgets: Total incidents opened today, unassigned, overdue, not updated for 7 days, and open incidents older than 30 days.
- Bar and area charts: Open incidents grouped by priority and weekly incident trends.
- Heatmaps: Incidents by priority and state, including those older than 30 days, grouped by assignment group and state, incidents with inactive assignees, and incidents linked to closed problems.
Filters
Users can filter dashboard visualizations based on key incident attributes to tailor insights:
- Incident Priority
- Incident State
- Incident Assignment Group
- Incident Category
- Incident Opened Date
Practical Implications for ServiceNow Customers
This dashboard empowers IT teams to monitor incident management comprehensively, identify bottlenecks, and improve response and resolution times through actionable metrics and visualizations. While valuable in Zurich and earlier releases, customers should plan to transition to the Incident management dashboard starting with the Xanadu release to maintain access to advanced analytics and Workbench features for incident processes.
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. |