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Viewing On-Call Scheduling reports › On-Call Scheduling › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Legacy: Viewing Group Overview reports

Run My Groups Overview reports to view the activities of a selected group: Count information on acknowledged and unacknowledged escalations by shift, acknowledged escalations by user, and the hours for each user over seven days.

Important: Starting in Xanadu release, the On-Call dashboard is deprecated. Users can use On-call dashboard to view, maintain, and track the escalation reports.

Opening the reports

Any user with the itil role can view the reports. Use one of the following methods to open the reports:

  • Click Self-Service > Dashboards and select On-Call Overview. If you have licensed the premium version, then click On-Call Overview - Premium.
  • Click On-Call Scheduling > Reports > Overview.

Click the My Groups Overview tab and then specify the group in the My On-Call Groups list.

  • Acknowledged escalations are accepted by at least one user. The "true" value indicates acknowledged escalations.
  • Unacknowledged escalations are not accepted by any user or are rejected by all users. The "false" value indicates unacknowledged escalations.

My Groups Overview reports

Image omitted: my-groups-overview-tab.png
My Groups Overview reports

  • On-Call Hours - 7 days

    The sum for each day over the last seven days: (Number of hours / roster member) * (number of roster members that worked on an escalation)

  • Acknowledged and Unacknowledged Escalations by Shift - 7 days

    The number of escalations by shift during the most recent seven-day period.

    • The Y axis represents the count of escalations.
    • The X axis represents the shift.
    • The "true" value indicates acknowledged escalations.
    • The "false" value indicates unacknowledged escalations.
    • Hours Distribution by User - 7 days

    Pie chart that displays the number of hours that each user in the group worked on escalations during the most recent seven-day period.

  • Acknowledged Escalations by User - 7 days

    Pie chart that displays the number of acknowledged escalations that each user in the group worked on during the most recent seven-day period.

Parent Topic:Viewing On-Call Scheduling reports