Legacy: Incident Overview dashboard
Summarize
Summary of Legacy: Incident Overview dashboard
The Legacy Incident Overview dashboard enables ServiceNow users to monitor and manage the status of incidents for effective planning, prioritization, and resolution of customer issues. It provides a range of visual insights into incident metrics, helping IT agents track performance and SLA adherence.
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Important: Starting with the Xanadu release, this dashboard is deprecated. Users should transition to the Incident Management dashboard for similar functionality.
Access and Roles
To access the Incident Overview dashboard, navigate via All > Incident > Overview or All > Self-Service > Dashboard and search for "Incident Overview dashboard."
The primary end users are IT Agents responsible for incident lifecycle management, requiring the itil and snincidentread roles to open, view, update, track, and close incidents.
Key Features
- Data visualizations: The dashboard presents multiple incident metrics including:
- Total incidents opened today, unassigned incidents, overdue incidents, and open incidents without resolution dates.
- Incidents not updated for over 7 days and open incidents older than 30 days.
- Grouped visualizations by priority and age, including vertical and horizontal bar charts, heatmaps, and area charts showing trends over weeks.
- Filters: Users can tailor visualizations using filters for Incident Priority, State, Assignment Group, Category, and Opened Date, enabling focused analysis on specific incident subsets.
Practical Use for ServiceNow Customers
This dashboard aids IT agents in quickly identifying critical incident metrics such as backlog, SLA breaches, and priority distributions, facilitating proactive incident resolution and resource allocation. Although deprecated, understanding this dashboard's capabilities provides context for transitioning to the Incident Management dashboard, ensuring continued effective incident oversight.
Use this dashboard to view the status of the incidents for planning, prioritizing, and managing customer issues.
Starting in Xanadu release, the Incident Overview dashboard is deprecated. Users can use Incident management dashboard to view the status of the incidents for planning, prioritizing, and managing customer issues.
Access the Incident Overview dashboard
To access the Incident Overview dashboard, navigate to .
Alternatively, navigate to . On the Dashboards Overview, search for Incident Overview dashboard.
End user and roles
| End user | Description | Required role |
|---|---|---|
| IT Agent | Opens, views, updates, tracks, and closes the incidents for managing customer issues. |
|
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. |
Filters
| Name | Type | Description |
|---|---|---|
| Incident Priority | Choice list | Filter the report visualizations based on the Priority of the incident record. |
| Incident State | Choice list | Filter the report visualizations based on the State of the incident record. |
| Incident Assignment Group | Reference | Filter the report visualizations based on the Assignment group associated with the incident record. |
| Incident Category | Choice list | Filter the report visualizations based on the Category of the incident record. |
| Incident Opened | Date | Filter the report visualizations based on the date when the incident is created. |