---
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: IT Agent dashboard

# Legacy: IT Agent dashboard {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
View the open incidents, problems, and requests that belong to you and your assignment groups through personalized reports. You can also see which incidents that belong to your assignment groups exceed the Spotlight
threshold.

Agents can use [IT Agent dashboard for Service Operations Workspace](https://servicenow-prod.fluidtopics.net/7inKyQtgEUatg73jms0SJw "View the closed incidents that belong to you and your assignment groups through personalized metric visualization.") to see their own and their team's assignments and set priorities.
Figure 1. IT Agent dashboard

## End user and roles {#it-agent-dashboard__section_upb_qj4_2fb}

{#it-agent-dashboard__table_ov2_tj4_2fb__entry__2}

| End user and goal | Required role |
|-|-|
| IT Agent - see only those incidents, problems, and requests that concern you | None, but to see Spotlight reports you need the pa_spotlight_viewer role. |
[ ]

{#it-agent-dashboard__table_ov2_tj4_2fb}

## Data visualizations {#it-agent-dashboard__section_t5q_fl4_2fb}

{#it-agent-dashboard__table_xvt_hl4_2fb__entry__3}

| Title | Type | Description |
|-|-|-|
| Open unassigned incidents | Single scoreFigure 2. Single score icon ![Single score icon]() | Incidents that belong to one of your assignment groups do not have a person assigned to them |
| Open requests | Single scoreFigure 3. Single score icon ![Single score icon]() | Open requests that belong to you or one of your groups |
| Critical incidents | Single scoreFigure 4. Single score icon ![Single score icon]() | Incidents with a Priority of 1 - Critical that belong to you or one of your groups |
| My open problems - Heatmap | HeatmapFigure 5. Heatmap icon | Your problems by assignment group and priority |
| Incidents above Spotlight threshold | Single scoreFigure 6. Single score icon ![Single score icon]() | Incidents belonging to one of your groups that meet enough Spotlight criteria to exceed the Spotlight threshold |
| My open requests | Single scoreFigure 7. Single score icon ![Single score icon]() | Open requests that belong to you |
| My open incidents - Heatmap | HeatmapFigure 8. Heatmap icon | Your incidents by assignment group and priority |
| Open incidents | Single scoreFigure 9. Single score icon ![Single score icon]() | Open incidents that belong to you or one of your groups |
| Open incidents not updated in last 7 days | Single scoreFigure 10. Single score icon ![Single score icon]() | Open incidents that belong to you or one of your groups and have not been updated for the last 7 days |
| My open requests - Heatmap | HeatmapFigure 11. Heatmap icon | Your requests by assignment group and priority |
| Open problems | Single scoreFigure 12. Single score icon ![Single score icon]() | Open problems that belong to you or one of your groups |
| Spotlight incidents P1 - Critical | Single scoreFigure 13. Single score icon ![Single score icon]() | Incidents belonging to your group that exceed the Spotlight threshold and have a priority of P1 - Critical |
| My open problems | Single scoreFigure 14. Single score icon ![Single score icon]() | Open problems that belong to you |
| Spotlight incidents - Unassigned | Single scoreFigure 15. Single score icon ![Single score icon]() | Incidents belonging to one of your groups that exceed the Spotlight threshold and have no one assigned to them |
| My open incidents | Single scoreFigure 16. Single score icon ![Single score icon]() | Open incidents that belong to you |
| Incidents Spotlight - List | List | A list of all incidents that one of your groups own and that exceed the Spotlight threshold |
[ ]

{#it-agent-dashboard__table_xvt_hl4_2fb}