Legacy: Incident Overview dashboard
Summarize
Summary of Legacy: Incident Overview dashboard
The Legacy Incident Overview dashboard enables ServiceNow users to monitor and manage incident statuses for planning, prioritizing, and addressing customer issues. It provides a consolidated view of key incident metrics to support effective incident management.
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Important: As of the Xanadu release, this dashboard is deprecated. Users should transition to the Incident Management dashboard for similar functionality.
Access and Roles
- Access: Navigate to All > Incident > Overview or All > Self-Service > Dashboard and search for "Incident Overview dashboard".
- Required Role: Users need the
itilandsnincidentreadroles to open, view, update, track, and close incidents.
Key Visualizations
The dashboard presents a variety of incident-related visualizations, including:
- Single Score Metrics: Totals for incidents opened today, unassigned incidents, overdue incidents (exceeding SLA), open incidents, incidents not updated for over 7 days, and open incidents older than 30 days.
- Grouped Bar Charts: Open incidents grouped by priority and open incidents older than 30 days.
- Heatmaps: Incidents categorized by priority and state, including those older than 30 days.
- Area Chart: Incident trends showing numbers opened or closed per week.
Filters
Users can refine dashboard data using filters based on:
- Incident Priority
- Incident State
- Incident Assignment Group
- Incident Category
- Incident Opened Date
These filters allow targeted analysis for better incident management decisions.
Additional Notes
This dashboard displays information derived from the Overview tab of the Incident Premium dashboard, providing a snapshot of incident status and trends.
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. |