---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/it-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Legacy: Incident Premium dashboard

# Legacy: Incident Premium dashboard {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 Minuten Lesedauer

This dashboard uses Workbench widgets and other advanced Platform Analytics features to give you all the information about the Incident process in one place.  
Wichtig:  
Starting in Xanadu release, the Incident Premium dashboard is deprecated. Users can use [Incident management dashboard](https://servicenow-prod.fluidtopics.net/zYdLd1oa1ivh9rsPD43iKA "Dashboard providing a view into process metrics related to Open and Closed incidents.") for Workbench widgets and other advanced Platform Analytics features to know about the Incident process in one place.
Abbildung : 1. Tabs of the Incident Premium dashboard

## Access the Incident Premium dashboard {#incident-premium-dashboard__section_s2d_pqs_rrb}

To access the Incident Premium dashboard, navigate to AllSelf-ServiceDashboard. On the Dashboards Overview, search for Incident Premium dashboard.

## End user and roles {#incident-premium-dashboard__section_upb_qj4_2fb}

{#incident-premium-dashboard__table_dvp_m42_hsb__entry__3}

| End user | Description | Required role |
|-|-|-|
| IT Agent | Views the assigned work and group work, reports, and prioritize workload | * itil * sn_incident_read * pa_contributor * pa_viewer {#incident-premium-dashboard__ul_v24_xyj_hsb} |
| IT Manager | Views the group work and reports and also can edit the required data and dashboard layout | * itil * sn_incident_read * pa_contributor * pa_viewer * pa_admin * pa_power_user {#incident-premium-dashboard__ul_oyd_fzj_hsb} |
[ ]

{#incident-premium-dashboard__table_dvp_m42_hsb}

## Indicators {#incident-premium-dashboard__section_nm4_hk4_2fb}

Number of open incidents
:   Daily count of the number of incidents that do not have a resolution date. This indicator is used as the basis of several other indicators on this dashboard.

Number of new incidents
:   Daily count of the number of incidents opened 'today.'

Number of closed incidents
:   Daily count of indicators with State = Closed.

Number of resolved incidents
:   Daily count of indicators with State = Resolved.

Average age of open incidents
:   The average age in days in which an incident has been open. The score is calculated according to the formula \[\[Summed age of open incidents\]\]/(\[\[Number of open incidents\]\]\*24).

Average reassignment of open incidents
:   The average number of times currently open incidents have been reassigned. This indicator is shown as 'Average re-assignment times' in the Process by State tab. The score is calculated according to the formula \[\[Summed
    re-assignment of open incidents\]\] / \[\[Number of open incidents\]\].

Average age of last update of open incidents
:   How long on average it has been since the last update to one of the currently open incidents, in days. The score is calculated according to the formula \[\[Summed age of last update of open incidents\]\] / (\[\[Number of
    open incidents\]\] \* 24)

% of incidents not updated in last 5 days
:   The percentage of currently open incidents that have not been updated for the last five days. The score is calculated according to the formula ( \[\[Number of open incidents not updated in last 5 days\]\] / \[\[Number of
    open incidents\]\] ) \* 100

% of incidents not updated in last 30 days
:   The percentage of currently open incidents that have not been updated for the last 30 days. The score is calculated according to the formula ( \[\[Number of open incidents not updated in last 30 days\]\] / \[\[Number of open
    incidents\]\] ) \* 100

% of new critical incidents
:   The percentage of new incidents filtered on the Priority breakdown with the breakdown element 1 - Critical. The score is calculated according to the formula ( \[\[Number of new incidents \> Priority = 1 - Critical\]\] /
    \[\[Number of new incidents\]\] ) \* 100.

Average close time of incidents
:   The average amount of time in days it takes to close an incident. The score is calculated according to the formula \[\[Summed duration of closed incidents\]\] / (\[\[Number of closed incidents\]\] / 24)

% of incidents resolved without reassigning
:   The percentage of incidents with a State of Resolved that were never reassigned from the first assignment group. The score is calculated according to the formula \[\[Number of resolved incidents by first assigned group\]\]
    / \[\[Number of resolved incidents\]\] \* 100.

% of incidents closed by self-service
:   The percentage of incidents with State = Closed and Close code = Closed/Resolved by Caller. The score is calculated according to the formula \[\[Number of incidents closed by self-service\]\] / \[\[Number of closed
    incidents\]\] \* 100.

% of open incidents reassigned at least once
:   The percentage of incidents that are open and that have been transferred at least once. The score is calculated according to the formula \[\[Number of reassigned open incidents\]\] / \[\[Number of open incidents\]\] \* 100

% of incidents resolved same day opened
:   The percentage of incidents with State = Resolved where the day in the Resolved field is the same as the day in the Opened field. The score is calculated according to the formula \[\[Number of incidents resolved on the
    same day opened\]\] / \[\[Number of resolved incidents\]\] \* 100.

% of incidents not solved
:   The percentage of closed incidents where Close code = Not Solved (Not Reproducible) or Not Solved (Too Costly). The score is calculated according to the formula \[\[Number of incidents not solved\]\] / \[\[Number of closed
incidents\]\] \* 100.  
The following indicators are not shown directly on the dashboard but are used in calculating formulas:

* Summed age of open incidents
* Summed re-assignment of open incidents
* Summed age of last update of open incidents
* Number of open incidents not updated in last 5 days
* Number of open incidents not updated in last 30 days
* Summed duration of closed incidents
* Number of resolved incidents by first assigned group
* Number of incidents closed by self-service
* Number of reassigned open incidents
* Number of incidents resolved on the same day opened
* Number of incidents not solved
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## Breakdowns {#incident-premium-dashboard__section_yfw_qk4_2fb}

* Priority
* Category
* Assignment Group
* State
{#incident-premium-dashboard__ul_ulw_dl4_2fb}

## Data visualizations {#incident-premium-dashboard__section_t5q_fl4_2fb}

{#incident-premium-dashboard__table_xvt_hl4_2fb__entry__3}

| Title | Type | Description |
|-|-|-|
| Incidents Opened Today | Single score (![Singe score icon]()) | Total number of incidents created on the current date. |
| Unassigned Incidents | Single score (![Singe score icon]()) | Total number of incidents that are still not assigned. |
| Overdue Incidents | Single score (![Singe score icon]()) | Total number of incidents that exceed its SLA. |
| Open Incidents | Single score (![Singe score icon]()) | Total number of incidents that do not have a resolution date. |
| Incidents not updated for 7 days | Single score (![Singe score icon]()) | Total number of incidents that were updated more than 7 days ago. |
| Open incidents older than 30 days | Single score (![Singe score icon]()) | Total number of open incidents that were created 30 days ago. |
| Open Incidents - Grouped | Vertical bar (![Vertical bar]()) | Total number of open incidents grouped by priority. |
| Open incidents older than 30 days - Grouped | Horizontal bar (![Horizontal bar]()) | Total number of open incidents that were created more than 30 days ago. |
| Incidents by Priority and State | Heatmap icon (![Heatmap icon]()) | Total number of incidents grouped by priority and state. |
| Incidents by Priority and State older than 30 days | Heatmap icon (![Heatmap icon]()) | Total number of incidents grouped by priority and state that were created more than 30 days ago. |
| Incidents per week | Area icon (![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 (![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 (![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 (![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 (![Heatmap icon]()) | Total number of open incidents that have an associated problem with closed status. |
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{#incident-premium-dashboard__table_xvt_hl4_2fb}

## Filters {#incident-premium-dashboard__section_dhg_ygy_2sb}

The dashboard includes the following filters: {#incident-premium-dashboard__table_ehg_ygy_2sb__entry__3}

| 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. |
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{#incident-premium-dashboard__table_ehg_ygy_2sb}