Legacy: Overdue by State dashboard
Summarize
Summary of Legacy: Overdue by State dashboard
The Legacy: Overdue by State dashboard enables ServiceNow users to monitor incidents that are overdue based on Service Level Agreements (SLAs), categorized by incident states such as New, In Progress, and On Hold. This dashboard provides insights into the average age of overdue incidents, average reassignment counts, and average time since the last update. It also supports grouping incidents by common attributes like Priority and Assignment Group.
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Important: As of the Xanadu release, this dashboard is deprecated. ServiceNow customers are advised to use the Incident Management dashboard for similar overdue incident tracking.
This dashboard is inactive by default and requires a Performance Analytics administrator or power user to activate it by assigning an owner and marking it as active in the Dashboard Properties.
Intended Users and Roles
- Primary user: Service Level Managers responsible for ensuring incidents are resolved within SLA targets.
- Required role:
slamanager
Key Indicators and Metrics
The dashboard relies on several key indicators derived from SLA task data:
- Number of open and overdue incidents: Counts incidents tied to SLA tasks (type ‘SLA’) that are not cancelled and have exceeded their SLA time (elapsed percentage > 100%).
- Average age of open and overdue incidents: Total age of overdue incidents divided by the count of open incidents expected to be resolved on time.
- Average reassignments: Total reassignment count of open and overdue incidents divided by their number.
- Average time since last update: Total hours since last update for open, overdue incidents divided by the number of such incidents, then converted into days.
Additional supporting indicators are used internally for these calculations but are not displayed directly on the dashboard.
Breakdowns and Groupings
Users can analyze overdue incidents by key dimensions including:
- State (New, In Progress, On Hold)
- Priority
- Age
- Assignment Group
- SLA
Practical Implications for ServiceNow Customers
This dashboard facilitates proactive SLA management by highlighting overdue incidents and providing metrics to understand incident handling efficiency, reassignment frequency, and responsiveness. However, since it is deprecated starting with the Xanadu release, customers should transition to the Incident Management dashboard for ongoing SLA performance insights.
This dashboard lets you see incidents that are overdue according to an SLA, divided by the New, In Progress, and On Hold states.
Starting in Xanadu release, the Overdue by State dashboard is deprecated. Users can use Incident management dashboard to view the incidents that are overdue according to an SLA, divided by the New, In Progress, and On Hold states.
You use this dashboard to view the average age of the incidents, the average number of times they have been reassigned, and how long on average since the last update. You can also group them by standard breakdowns like Priority and Assignment Group. This dashboard is inactive by default. Before using this dashboard, a Performance Analytics administrator or power user must open the Dashboard Properties, assign an owner, and select Active.
End user and roles
| End user and goal | Required role |
|---|---|
| Service Level Manager who is responsible for seeing that incident resolution meets the service level agreements. | sla_manager |
Indicators
- Number of open and overdue incidents
- The number of incidents on the Incident.SLA.Open indicator source 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%.
- Average age open and overdue incidents
- The score is calculated according to the following formula: [[Summed age of open and overdue incidents]] / [[Number of open incidents that should be resolved in time]]
- Average reassignments of open and overdue incidents
- The score is calculated according to the following formula: [[Summed reassignments of open and overdue incidents]] / [[Number of open and overdue incidents]]
- Average age of updated since of open and overdue incidents
- The average length of time in days since the last update of open, overdue incidents. The score is calculated according to the following formula: [[Summed age of updated since of open and overdue incidents]] / [[Number of open and overdue incidents]] / 24
- 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)
- Summed age of open and overdue incidents
- Summed age of open incidents related to an SLA task 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%.
- Summed age of updated since of open and overdue incidents
- Sum of hours since the last update of all open and overdue incidents.
- Summed reassignments of open and overdue incidents
- The sum of the Reassignment Count field of all open and overdue incidents.
Breakdowns
- State
- Priority
- Age
- Assignment Group
- SLA