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ITSM Success Dashboard Admin console › Configure › ITSM Success Dashboard indicators › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Set the refresh interval for Success Dashboard indicators

Set the refresh interval to calculate the number of incidents deflected within the defined time range when a user reads the KB article recommended by the Virtual Agent.

Before you begin

Role required: sn_sd.success_dashboard_admin

Procedure

  1. Navigate to All > Success Dashboard > Getting Started.

  2. Select Review and Configure in Configure Knowledge deflection card.

  3. Select Settings tab.

  4. Select a deflection pattern under Knowledge deflection.

  5. Select Edit.

  6. Update the value in Window field.

    This is the refresh interval for the report to be executed.

  7. Right-click on the header and select Save.

  8. Configure the knowledge base for ITSM Success Dashboard indicators
    Include only the relevant knowledge bases related to IT while determining the Self-solved using Knowledge KPI in ITSM Success Dashboard indicators.

Parent Topic:ITSM Success Dashboard Admin console