Legacy: Incident Overview dashboard
Use this dashboard to view the status of the incidents for planning, prioritizing, and managing customer issues.
Important:
Starting in Xanadu release, the Incident Overview dashboard is deprecated. Users can use Incident management dashboard to view the status of the incidents for planning, prioritizing, and managing customer issues.
Incident Overview Dasboard
Access the Incident Overview dashboard
To access the Incident Overview dashboard, navigate to All > Incident > Overview.
Alternatively, navigate to All > Self-Service > Dashboard. On the Dashboards Overview, search for Incident Overview dashboard.
Incident overview dashboard search on dashboards
End user and roles
| End user | Description | Required role |
|---|---|---|
| IT Agent | Opens, views, updates, tracks, and closes the incidents for managing customer issues. | - itil - sn\_incident\_read |
Data visualizations
The dashboard includes the following visualizations:
| Title | Type | Description |
|---|---|---|
| Incidents Opened Today | Single score ( |
Singe score icon\)|Total number of incidents created on the current date.|
|Unassigned Incidents|Single score (
Singe score icon\)|Total number of incidents that are still not assigned.|
|Overdue Incidents|Single score (
Singe score icon\)|Total number of incidents that exceed its SLA.|
|Open Incidents|Single score (
Singe score icon\)|Total number of incidents that do not have a resolution date.|
|Incidents not updated for 7 days|Single score (
Singe score icon\)|Total number of incidents that were updated more than 7 days ago.|
|Open Incidents older than 30 Days|Single score (
Singe score icon\)|Total number of open incidents that were created 30 days ago.|
|Open Incidents-Grouped|Vertical bar (
Vertical bar\)|Total number of open incidents grouped by priority.|
|Open Incidents older than 30 Days-Grouped|Horizontal bar (
Horizontal bar\)|Total number of open incidents that were created more than 30 days ago.|
|Incidents by Priority and State|Heatmap icon (
Heatmap icon\)|Total number of incidents grouped by priority and state.|
|Incidents by Priority and State older than 30 Days|Heatmap icon (
Heatmap icon\)|Total number of incidents grouped by priority and state that were created more than 30 days ago.|
|Incidents per week|Area icon (
Area icon\)|Total number of incidents opened or closed in each week.|
Filters
The dashboard includes the following filters:
| Name | Type | Description |
|---|---|---|
| Incident Priority | Choice list | Filter the report visualizations based on the Priority of the incident record. |
| Incident State | Choice list | Filter the report visualizations based on the State of the incident record. |
| Incident Assignment Group | Reference | Filter the report visualizations based on the Assignment group associated with the incident record. |
| Incident Category | Choice list | Filter the report visualizations based on the Category of the incident record. |
| Incident Opened | Date | Filter the report visualizations based on the date when the incident is created. |
Note: This dashboard displays the incident-related information from the Overview tab of the Incident Premium dashboard.
Parent Topic:Legacy: Incident Management Platform Analytics Solutions