Legacy: Overdue by State dashboard
This dashboard lets you see incidents that are overdue according to an SLA, divided by the New, In Progress, and On Hold states.
Important:
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.
Incident overdue by state dashboard with workbench widget
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
The following indicators are used to calculate formulas but are not displayed directly on the dashboard:
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
Parent Topic:Legacy: Incident SLA Management Platform Analytics Solutions