Legacy: Incident Premium dashboard
Summarize
Summary of Legacy: Incident Premium dashboard
The Legacy Incident Premium dashboard, available in the Xanadu release, consolidates critical information about the Incident process into one view using Workbench widgets and advanced Platform Analytics features. However, this dashboard is now deprecated and replaced by the Incident management dashboard, which offers similar capabilities with Workbench widgets and analytics for incident tracking and management.
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To access the Incident Premium dashboard, navigate via All > Self-Service > Dashboard and search for "Incident Premium dashboard".
End User Roles and Permissions
- IT Agent: Can view assigned and group work, reports, and prioritize workload. Required roles include itil, snincidentread, pacontributor, and paviewer.
- IT Manager: Can view group work and reports, edit data, and modify dashboard layout. Requires additional roles paadmin and papoweruser.
Key Indicators
The dashboard tracks multiple vital incident metrics, including:
- Open, new, closed, and resolved incident counts (daily)
- Average age and reassignment frequency of open incidents
- Average time since last update on open incidents
- Percentages of incidents not updated in last 5 or 30 days
- Percent of new critical priority incidents
- Average incident close time
- Percent of incidents resolved without reassignment
- Percent of incidents closed via self-service
- Percent of open incidents reassigned at least once
- Percent of incidents resolved same day they were opened
- Percent of incidents closed as not solved
These indicators help customers monitor incident lifecycle health, responsiveness, and resolution efficiency.
Data Visualizations
The dashboard includes various visualization types to aid analysis, such as single scores, vertical and horizontal bar charts, heatmaps, and area charts. These visualizations cover aspects like:
- Incidents opened today, unassigned, overdue, and open
- Incidents not updated recently or older than 30 days
- Open incidents grouped by priority, assignment group, and state
- Incident trends by week
- Open incidents with inactive assignees or linked to closed problems
Filters
The dashboard provides filters to customize views based on:
- Incident Priority
- Incident State
- Incident Assignment Group
- Incident Category
- Incident Opened Date
These filters empower users to tailor the dashboard to focus on relevant segments of their incident data.
Practical Considerations for ServiceNow Customers
- Note the deprecation of Incident Premium dashboard in Xanadu; transition to the Incident management dashboard for continued use of advanced analytics and Workbench widgets.
- Use role assignments to control access and editing capabilities on the dashboard.
- Leverage key indicators and visualizations to proactively manage incident backlog, SLA adherence, and resolution efficiency.
- Apply filters to drill down into specific incident categories, priorities, or groups to identify bottlenecks or areas needing attention.
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. |