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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Legacy: Open Incidents Age Monitor dashboard

# Legacy: Open Incidents Age Monitor dashboard {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
View average age and assignment times and breakdown incidents in different age buckets.  
Important:  
Starting in Xanadu release, the Open Incidents Age Monitor dashboard is deprecated. Users can use [Incident management dashboard](https://servicenow-prod.fluidtopics.net/deRHO6VSBqYMVHT3Opobzg "Dashboard providing a view into process metrics related to Open and Closed incidents.") to view the average age and assignment times and breakdown incidents in different age buckets.
Figure 1. Open Incident Age Monitor

## End user and roles {#open-incident-age-monitor-dashboard__section_upb_qj4_2fb}

{#open-incident-age-monitor-dashboard__table_ov2_tj4_2fb__entry__2}

| End user and goal | Required role |
|-|-|
| Incident Manager: Needs to know how the incident management process is doing so they can plan for the future. | itil |
[ ]

{#open-incident-age-monitor-dashboard__table_ov2_tj4_2fb}

## Indicators {#open-incident-age-monitor-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.

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)  
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
{#open-incident-age-monitor-dashboard__ul_ov4_jvn_blb}

## Breakdowns {#open-incident-age-monitor-dashboard__section_yfw_qk4_2fb}

* Priority
* Category
* Assignment Group
* State
{#open-incident-age-monitor-dashboard__ul_ulw_dl4_2fb}