---
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 SLA Management dashboard

# Legacy: Incident SLA Management dashboard {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 Minuten Lesedauer

See how well the incidents that are subject to a Service Level Agreement meet the
deadlines of those SLAs.  
Wichtig:  
Starting in Xanadu release, the Incident SLA Management 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.") to view whether the incidents that are subject to a Service Level Agreement, meet the deadlines of those SLAs.  
The dashboard title indicates that it is inactive because you activate the solution after configuration and data collection.Abbildung : 1. Tabs of the Incident SLA Management dashboard

## End user and roles {#incident-sla-mgmt-dashboard__section_upb_qj4_2fb}

{#incident-sla-mgmt-dashboard__table_ov2_tj4_2fb__entry__2}

| End user and goal | Required role |
|-|-|
| Service Level Manager who is responsible for seeing that incident resolution meets the service level agreements. | sla_manager, and pa_viewer for the Incident SLA Assignment tab |
[ ]

{#incident-sla-mgmt-dashboard__table_ov2_tj4_2fb}

## Indicators {#incident-sla-mgmt-dashboard__section_nm4_hk4_2fb}

Number of open and overdue incidents
:   The number of open incidents with the following characteristics:

    * Related to an SLA task of type 'SLA' (contract_sla.type)
    * Not in stage 'Cancelled' (task_sla.stage)
    * The amount of time taken to work on the task is over the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value more than 100%.
    {#incident-sla-mgmt-dashboard__ul_ocx_lsd_clb}

Number of open incidents that should be resolved in time
:   The number of open incidents with the following characteristics:

    * Related to an SLA task of type 'SLA' (contract_sla.type)
    * Not in stage 'Cancelled' (task_sla.stage)
    {#incident-sla-mgmt-dashboard__ul_bd3_5sd_clb}

% open and overdue incidents
:   The percentage of open incidents that are overdue. The score is calculated according
    to the formula ( \[\[Number of open and overdue incidents\]\] / \[\[Number of open incidents
    that should be resolved in time\]\] ) \* 100.

Number of incidents resolved in time
:   The number of SLA tasks related to an incident with the following characteristics:

    * The resolution date (incident.resolved_at) is the date that the score is collected.
    * The type is 'SLA' (contract_sla.type).
    * The stage is not 'cancelled' (task_sla.stage).
    * The amount of time taken to close the task is under the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value less than or equal to 100%.
    {#incident-sla-mgmt-dashboard__ul_dnl_3td_clb}

Number of incidents resolved that should have been resolved in time

:   Number of incidents resolved that should have been resolved in time is measured
    daily as unit #.

    The goal for this indicator is to maximize.  
    The score is the COUNT DISTINCT on the data source Incidents.SLA.Resolved, which is using the table Incident SLA \[incident_sla\] with the following conditions:

    * The resolution date (incident.resolved_at) is the date that the score is collected.
    * The type is 'SLA' (contract_sla.type).
    * The stage is not 'cancelled' (task_sla.stage).
    {#incident-sla-mgmt-dashboard__ul_kvs_bvd_clb}

% incidents resolved in time
:   The percentage of resolved incidents that were resolved in time. The score is
    calculated according to the formula ( \[\[Number of incidents resolved in time\]\] /
    \[\[Number of resolved incidents that should be resolved in time\]\] ) \* 100.

Average Resolution Time In Hours For Resolved Incident SLA Tasks
:   The score is calculated according to the following formula: \[\[Summed duration time
    of resolved incident SLA tasks in hours\]\]/\[\[Total resolved Incident SLA tasks\]\].

Total resolved Incident SLA tasks
:   The score is the COUNT on the data source Incidents.SLA.Resolved, which is using the
    table Incident SLA \[incident_sla\] with the following conditions:

    * The resolution date (incident.resolved_at) is the date that the score is collected.
    * The type is 'SLA' (contract_sla.type).
    * The stage is not 'cancelled' (task_sla.stage).
    {#incident-sla-mgmt-dashboard__ul_kfd_gwd_clb}

Number of incident assignments responded to in time
:   The number of SLA tasks related to an incident with the following characteristics:

    * The close date (task_sla.end_time) is the date that the score is collected.
    * The type is 'OLA' (contract_sla.type), meaning that it is a response task.
    * The stage is not 'cancelled' (task_sla.stage).
    * The amount of time taken to close the task is under the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value less than or equal to 100%.
    {#incident-sla-mgmt-dashboard__ul_s5t_w2d_clb}

Number of incident assignments that should have been responded to in time
:   The number of SLA tasks related to an incident with the following characteristics:

    * The close date (task_sla.end_time) is the date that the score is collected.
    * The type is 'OLA' (contract_sla.type), meaning that it is a response task.
    * The stage is not 'cancelled' (task_sla.stage).
    {#incident-sla-mgmt-dashboard__ul_sbp_zfd_clb}

Number of open and overdue incident assignments
:   The number of SLA tasks related to an incident with the following characteristics:

    * The type is 'OLA' (contract_sla.type), meaning that it is a response task.
    * The stage is not 'cancelled' (task_sla.stage).
    * The amount of time taken to work on the task is over the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value more than 100%.
    {#incident-sla-mgmt-dashboard__ul_ahq_cgd_clb}

Number of open incident assignments that should be responded to in time
:   The number of open incidents related to an SLA task with the following
    characteristics:

    * The type is 'OLA' (contract_sla.type), meaning that it is a response task.
    * The stage is not 'cancelled' (task_sla.stage).
    * The response task is still open.
    {#incident-sla-mgmt-dashboard__ul_fwp_sxd_clb}

% incident assignments responded to in time
:   The percentage of response tasks that were responded to within the SLA limit. The
    score is calculated according to the following formula: ( \[\[Number of incident
    assignments responded to in time\]\] / \[\[Number of incident assignments that should have
    been responded to in time\]\] ) \* 100.

% open and overdue incident assignments
:   The percentage of open incident assignments that are overdue according to the SLA
    limit. The score is calculated according to the following formula: ( \[\[Number of open
    and overdue incident assignments\]\] / \[\[Number of open incident assignments that should
    be responded to in time\]\] ) \* 100.

Summed duration time of resolved incident SLA tasks in hours
:   This indicator sums the results of a script run on the Incident SLA \[incident_sla\]
    table that calculates the time it took for an incident SLA task to be resolved. This
    indicator is used to calculate formulas but is not displayed directly on the
    dashboard:

## Breakdowns {#incident-sla-mgmt-dashboard__section_yfw_qk4_2fb}

* State
* Priority
* Category
* Assignment Group
* Task SLA Breached Status
{#incident-sla-mgmt-dashboard__ul_ulw_dl4_2fb}