--- sourceDocument: Store Version History Release Notes sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/store-release-notes Release : - store ft:locale : - en-US ft:publication_title : - Store Version History Release Notes ft:clusterId : - rnst bundleId : - rnst --- # ITSM Success Dashboard indicators release notes # ITSM Success Dashboard indicators release notes {#ariaid-title1} Release version: Store Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Version history for the ITSM Success Dashboard indicators application on the ServiceNow Store. Important: For details on system requirements and family compatibility, view the application listing on the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website. ## Version history Version 9.1.5 - September 2026 : Fixed: Data collection job errors fixed. Version 9.1.2 - June 2026 : * Fixed: * Security vulnerability in 'Assign role to user' page. * Fixed filter condition for Requested Items submitted using the catalog conversation in VA using NLU/Now Assist. * Changed filter conditions on "ITSM issue self-solved using Now Assist VA" KPI Version 9.1.1 - April 2026 : * Fixed: * Data collection job warnings * Incorrect breakdown mappings * Accessibility issues {#store-rn-itsm-success-dashboard-indicators__ul_uw3_344_53c} {#store-rn-itsm-success-dashboard-indicators__ul_bqr_h44_53c} Version 9.0.0 - December 2025 : * Fixed: * UI and accessibility fixes * Support multiple filters in Operation Dashboard {#store-rn-itsm-success-dashboard-indicators__ul_av4_dxg_nhc} Version 8.1.2 - August 2025 : * Fixed: * Enhanced performance with updated Self-solved deflection jobs. * Fixed the localization and translation issues on both the Success Dashboard and Benchmarks dashboard. {#store-rn-itsm-success-dashboard-indicators__ul_bn3_2q5_bgc} Version 8.1.0 - May 2025 : * New: * New KPIs are added to the Call deflection - percentage. * This new primary indicator helps you understand the number of Incidents that were created using Proactive Engagement. * This new primary indicator helps you understand the number of Incidents that were created using of Digital End-user Experience (DEX) Self-service. * New KPI is added to Self solved - percentage. This primary indicator shows how many times the employees resolve their endpoint related issues using DEX Self-service through channels like Desktop Assistant, Employee Portal, and Now Assist Panel. {#store-rn-itsm-success-dashboard-indicators__latest-store-rn-itsm-success-dashboard-indicators} {#store-rn-itsm-success-dashboard-indicators__latest-store-rn-itsm-success-dashboard-indicators} Version 6.2.0 - August 2024 : * New KPI added to Self-solved percentage and Call deflection percentage to measure deflection from AI Search * New KPI added to Self-solved percentage and Call deflection percentage to measure deflection from Proactive Engagement for DEX Version 6.0.5 - July 2024 : * Admin Experience Console * Guided and comprehensive Admin Experienceto get started with Success Dashboard * FAQs for each configuration * Get started with Success Dashboard * Assign roles * Customize the instrumentation available with base system * Knowledge base deflection * Virtual Agent deflection * Fully automated catalog items * * Activate the required Performance Analytics jobs for data collection * Add Process Mining to the KPIs that you would like to improve * Advanced options * Customize the KPIs * Add/edit contributing indicators * Add/edit time savings attributed to contributing indicators * Add/edit more information for the indicators * Customize the dashboard behaviour using System Properties * Get started with Operational Success(Next Experience dashboards for ITSM) * Assign roles * Review the OOB ITSM dashboards available on Success Dashboard * Customize Operational Success dashboard * Get started with Benchmarks * Assign roles * Benchmarksopt-inandopt-out * KPIsopt-inandopt-out * Customize the KPI/indicator definition * Operational Success dashboard for Walk-up Experience and Password Reset to manage the KPIs and optimize the performance. Version 6.0.3 - June 2024 : * New: Admin Experience Console * Guided and comprehensive Admin Experience to get started with Success Dashboard * FAQs for each configuration * Get started with Success Dashboard * Assign roles * Customize the instrumentation available with base system * Knowledge base deflection * Virtual Agent deflection * Fully automated catalog items * Activate the required Performance Analytics jobs for data collection * Add Process Mining to the KPIs that you would like to improve * Advanced options * Customize the KPIs * Add/edit contributing indicators * Add/edit time savings attributed to contributing indicators * Add/edit more information for the indicators * Customize the dashboard behaviour using System Properties * Get started with Operational Success (Next Experience dashboards for ITSM) * Assign roles * Review the OOB ITSM dashboards available on Success Dashboard * Customize Operational Success dashboard * Get started with Benchmarks * Assign roles * Benchmarksopt-inandopt-out * KPIsopt-inandopt-out * Customize the KPI/indicator definition * New: Operational Success dashboard for Walk-up Experience and Password Reset to manage the KPIs and optimize the performance. Version 6.0.0 - May 2024 : * New: Admin Experience Console * Guided and comprehensive Admin Experienceto get started with Success Dashboard * FAQs for each configuration * Get started with Success Dashboard * Assign roles * Customize the instrumentation available with base system * Knowledge base deflection * Virtual Agent deflection * Fully automated catalog items * Activate the required Performance Analytics jobs for data collection * Add Process Mining to the KPIs that you would like to improve * Advanced options * Customize the KPIs * Add/edit contributing indicators * Add/edit time savings attributed to contributing indicators * Add/edit more information for the indicators * Customize the dashboard behaviour using System Properties * Get started with Operational Success(Next Experience dashboards for ITSM) * Assign roles * Review the OOB ITSM dashboards available on Success Dashboard * Customize Operational Success dashboard * Get started with Benchmarks * Assign roles * Benchmarksopt-inandopt-out * KPIsopt-inandopt-out * Customize the KPI/indicator definition * New: Operational Success dashboard for Walk-up Experience and Password Reset to manage the KPIs and optimize the performance. Version 5.2.0 - February 2024 : * ITSM Success Dashboard indicators provides insights to the IT leadership teams and process owners to measure the performance and improvement of their ITSM implementation using the KPIs defined by ServiceNow. * You can visualize metrics and interactions to better understand call deflections, self-service, and other key metrics. * The IT leadership teams can get the following insights: * How many times are users able to solve their problems on their own? * How many times are users able to submit their requests and issues without the help of tier 1 agents? * Which channels (knowledge articles, virtual agent conversations, catalog submissions) are contributing to self-solve and call deflection? * How many times did Predictive Intelligence successfully predict an incident field, which in turn has a downstream impact on the resolution time? * What are the formulae and definitions of the data being presented? * How is the data trending month on month or year on year? {#store-rn-itsm-success-dashboard-indicators__ul_isf_5x5_21c} * Additionally, process owners can view the records that contribute to these insights, do a deep dive analysis, and drive improvement plans. {#store-rn-itsm-success-dashboard-indicators__ul_kjx_sx5_21c}