Legacy: IT Agent dashboard
View the open incidents, problems, and requests that belong to you and your assignment groups through personalized reports. You can also see which incidents that belong to your assignment groups exceed the Spotlight threshold.
Agents can use IT Agent dashboard for Service Operations Workspace to see their own and their team's assignments and set priorities.
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Animated tour of the IT Agent dashboard
Animated tour of the IT Agent dashboard
End user and roles
| End user and goal | Required role |
|---|---|
| IT Agent - see only those incidents, problems, and requests that concern you | None, but to see Spotlight reports you need the pa_spotlight_viewer role. |
Data visualizations
| Title | Type | Description |
|---|---|---|
| Open unassigned incidents | Single score Image omitted: single-score.png Single score icon | Incidents that belong to one of your assignment groups do not have a person assigned to them |
| Open requests | Single score Image omitted: single-score.png Single score icon | Open requests that belong to you or one of your groups |
| Critical incidents | Single score Image omitted: single-score.png Single score icon | Incidents with a Priority of 1 - Critical that belong to you or one of your groups |
| My open problems - Heatmap | Heatmap Image omitted: pivot.svg Heatmap icon | Your problems by assignment group and priority |
| Incidents above Spotlight threshold | Single score Image omitted: single-score.png Single score icon | Incidents belonging to one of your groups that meet enough Spotlight criteria to exceed the Spotlight threshold |
| My open requests | Single score Image omitted: single-score.png Single score icon | Open requests that belong to you |
| My open incidents - Heatmap | Heatmap Image omitted: pivot.svg Heatmap icon | Your incidents by assignment group and priority |
| Open incidents | Single score Image omitted: single-score.png Single score icon | Open incidents that belong to you or one of your groups |
| Open incidents not updated in last 7 days | Single score Image omitted: single-score.png Single score icon | Open incidents that belong to you or one of your groups and have not been updated for the last 7 days |
| My open requests - Heatmap | Heatmap Image omitted: pivot.svg Heatmap icon | Your requests by assignment group and priority |
| Open problems | Single score Image omitted: single-score.png Single score icon | Open problems that belong to you or one of your groups |
| Spotlight incidents P1 - Critical | Single score Image omitted: single-score.png Single score icon | Incidents belonging to your group that exceed the Spotlight threshold and have a priority of P1 - Critical |
| My open problems | Single score Image omitted: single-score.png Single score icon | Open problems that belong to you |
| Spotlight incidents - Unassigned | Single score Image omitted: single-score.png Single score icon | Incidents belonging to one of your groups that exceed the Spotlight threshold and have no one assigned to them |
| My open incidents | Single score Image omitted: single-score.png Single score icon | Open incidents that belong to you |
| Incidents Spotlight - List | List Image omitted: score-list-tile.svg List icon | A list of all incidents that one of your groups own and that exceed the Spotlight threshold |
Parent Topic:Legacy: Performance Analytics ITSM Dashboards