Legacy: ITIL dashboard
Use this dashboard to view, maintain, and track the tasks and incidents for operating the IT service desk.
Important:
Starting in Xanadu release, the ITIL dashboard is deprecated. Users can use IT Agent dashboard for Service Operations Workspace to view, maintain, and track the tasks and incidents for operating the IT service desk.
ITIL Dashboard
Access the ITIL dashboard
To access the ITIL dashboard, navigate to All > Self-Service > Dashboard. On the Dashboards Overview, search for ITIL dashboard.
ITIL Dashboard Location
End user and roles
| End User | Description | Required role |
|---|---|---|
| IT Agent | Views, opens, updates, tracks, and closes incidents and tasks for managing customer issues. | itil |
| IT Agent Admin | Can perform all the activities of an IT agent. In addition, the admin can also modify the data and layout. | itil_admin |
Data visualizations
The dashboard includes the following visualizations:
| Title | Type | Description |
|---|---|---|
| Critical Tasks | Single score ( |
Singe score icon\)|Total number of open critical task records for which **Priority** is set to **1**.|
|Unassigned Tasks|Single score (
Singe score icon\)|Total number of open tasks that are still not assigned.|
|Tasks assigned to me|Single score (
Singe score icon\)|Total number of tasks assigned to the logged-user of the dashboard.|
|Active Incidents older than 7 days|Single score (
Singe score icon\)|Total number of active incidents logged before seven days.|
|Incident SLA Breached|Single score (
Singe score icon\)|Total number of incidents that exceed its SLA.|
|Incident SLAs at Risk|Single score (
Singe score icon\)|Total number of active incidents that have not yet exceeded an SLA but have elapsed 75% of the duration of the SLA.|
|My Groups Work|List (
List report icon\)|Outstanding work load \(tasks\) of the logged-in user's group.|
|My Work|List (
List report icon\)|The logged-in user's outstanding work load \(tasks\).|
Parent Topic:Legacy: Incident Management Platform Analytics Solutions