Legacy: Major incident overview dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Legacy: Major incident overview dashboard

    The Major Incident Overview module offers two versions of a Performance Analytics (PA) dashboard—normal and premium—for reviewing major incident data quickly. Note that from the Xanadu release onward, this legacy dashboard is deprecated; users should instead use the Major Incident dashboard to track process and communication metrics for open and closed major incidents.

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    Access to the dashboard requires the itil, snincidentwrite, majorincidentmanager, or communicationmanager roles. Activation of specific plugins is needed depending on the dashboard version:

    • Normal dashboard: Incident Management - Major Incident Management plugin (com.snc.incident.mim)
    • Premium dashboard: Performance Analytics – Content Pack for Major Incident Management (com.snc.pa.incident.mim)

    Dashboards can be accessed via the Incident > Major Incidents > Overview or Self-Service > Dashboard > Major Incident Overview navigation paths.

    Key Features

    • Dashboard Controls: Create, duplicate, delete dashboards; manage URLs; add to favorites; create tabs; reset filters.
    • Dashboard Overview: View recently accessed, owned, shared, or all system dashboards; create new dashboards.
    • Dashboard Choice List: Select among different dashboards available in the system.
    • Add Widgets: Add, move, and resize widgets on the dashboard to customize views.
    • Sharing: Specify user groups, individuals, or roles for dashboard access.
    • Configuration: Choose or modify dashboard layouts for widget placement.
    • Tabs for Incident Metrics: Displays key major incident statistics such as:
      • Major Incidents Nearing Breach (SLA at 75%)
      • Major Incidents Overdue (SLA breached)
      • Unassigned Major Incidents
      • Open Major Incidents
      • Major Incidents Opened or Resolved Today
      • Open and older major incidents grouped by criteria
      • Major Incidents by priority and state
      • Weekly trends of major incidents opened and closed
    • Premium Dashboard Additional Features: Includes process KPIs such as active/resolved major incidents, average resolution time, and new vs resolved incident comparisons, with interactive filters for category, priority, assignment group, and state.

    Benefits for ServiceNow Customers

    This module enables customers to monitor major incident performance metrics effectively, supporting timely responses and resolution management. The ability to customize dashboards and filter data helps teams focus on critical incidents and SLA adherence. Transitioning to the newer Major Incident dashboard post-Xanadu release ensures continued access to updated analytics and communication metrics.

    Major Incident Overview module provides two versions of the Performance Analytics (PA) Dashboard to review major incident information at a glance.

    Important:

    Starting in Xanadu release, the Major incident overview dashboard is deprecated. Users can use Major incident dashboard to view the process and communication related metrics for Open and Closed major incidents.

    Users with itil, sn_incident_write, major_incident_manager or communication_manager role can access the dashboard.

    The two versions of the Performance Analytics (PA) Dashboard are normal and premium. You must activate the Incident Management - Major Incident Management plugin (com.snc.incident.mim) to view the normal dashboard. To access the premium version of Major Incident Overview dashboard, activate Performance Analytics – Content Pack for Major Incident Management (com.snc.pa.incident.mim).

    You can navigate to the dashboard in the following ways:
    • Incident > Major Incidents > Overview
    • Self – Service > Dashboard > Major Incident Overview

    Major incident overview

    Figure 1. Major Incident Overview dashboard
    major incident overview

    Major Incident Overview module provides information on the following content:

    # UI component Description
    1 Dashboard controls Provides options to create, duplicate, or delete a dashboard. You can copy the dashboard URL or duplicate the dashboard. In addition, you can add the dashboard in your favorite list, create a tab, or reset filters in the dashboard.
    2 Dashboard overview Takes you to the UI page where you view the recently accessed dashboard, dashboards owned or shared by you, or all the dashboards in the system. To create a new dashboard, click New.
    3 Dashboard choice list Provides options to select between different dashboards in the system.
    4 Add widgets Provides option to add widgets. You can drag to move or resize the widget on the dashboard.
    5 Sharing Provides option to specify groups, users, and roles for the dashboard.
    6 Configuration Provides the configuration pane to select a layout to snap the widgets against or to modify a layout as required.
    7 Tabs
    • Major Incidents Nearing Breach: Number of active major incidents where the Major incident state is Accepted and the response or resolution SLA has reached 75% of the allotted time.
    • Major Incidents Overdue: Number of active major incidents where the Major incident state is Accepted and the response or resolution SLA has breached.
    • Unassigned Major Incidents: Number of active major incidents where Assigned to is empty.
    • Open Major Incidents: Major incidents which are open and has major incident state as Accepted.
    • Major Incidents Opened Today: Major incident state is Accepted and the major incident is created on the current day.
      Note:
      Major incidents opened for that day includes both active and inactive incidents.
    • Major Incidents Resolved Today: Major incidents that are resolved on the current day and have the state as Resolved.
    • Open Major Incidents – Grouped: You can filter these incidents based on Group by and Stacked by.
    • Open Major Incidents Older Than 7 Days – Grouped: You can filter these incidents based on Group by and Stacked by.
    • Major Incidents by Priority and State
    • Major Incidents by Priority and State Older than 7 Days
    • Major Incidents Opened per Week
    • Major Incidents Closed per Week

    Major Incident Overview – Premium

    Major Incident Overview – Premium provides the following additional functions:
    • Process KPIs: Provides information on Active Major Incidents, Number of resolved major incidents, Average resolution time of Major Incidents, and New Major Incidents Vs Resolved.
    • Interactive filters: Helps to filter incidents based on category, priority, assignment group, and state.
    Figure 2. Major Incident Overview – Premium dashboard
    Major incident overview - premium