Legacy: Incident SLA Management dashboard
See how well the incidents that are subject to a Service Level Agreement meet the deadlines of those SLAs.
Important:
Starting in Xanadu release, the Incident SLA Management dashboard is deprecated. Users can use Incident management dashboard to view whether the incidents that are subject to a Service Level Agreement, meet the deadlines of those SLAs.
The dashboard title indicates that it is inactive because you activate the solution after configuration and data collection.
[Omitted image "incident-sla-management.gif"] Alt text: Animated tour of the tabs of the Incident SLA Management dashboard
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, and pa_viewer for the Incident SLA Assignment tab |
Indicators
-
Number of open and overdue incidents
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)
- 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%.
-
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)
-
% open and overdue incidents
The percentage of open incidents that are overdue. The score is calculated according to the formula ( [[Number of open and overdue incidents]] / [[Number of open incidents that should be resolved in time]] ) * 100.
-
Number of incidents resolved in time
The number of SLA tasks related to an incident with the following characteristics:
- The resolution date (incident.resolved_at) is the date that the score is collected.
- The type is 'SLA' (contract_sla.type).
- The stage is not 'cancelled' (task_sla.stage).
- The amount of time taken to close the task is under the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value less than or equal to 100%.
-
Number of incidents resolved that should have been resolved in time
Number of incidents resolved that should have been resolved in time is measured daily as unit #.
The goal for this indicator is to maximize.
The score is the COUNT DISTINCT on the data source Incidents.SLA.Resolved, which is using the table Incident SLA [incident_sla] with the following conditions:
- The resolution date (incident.resolved_at) is the date that the score is collected.
- The type is 'SLA' (contract_sla.type).
- The stage is not 'cancelled' (task_sla.stage).
-
% incidents resolved in time
The percentage of resolved incidents that were resolved in time. The score is calculated according to the formula ( [[Number of incidents resolved in time]] / [[Number of resolved incidents that should be resolved in time]] ) * 100.
-
Average Resolution Time In Hours For Resolved Incident SLA Tasks
The score is calculated according to the following formula: [[Summed duration time of resolved incident SLA tasks in hours]]/[[Total resolved Incident SLA tasks]].
-
Total resolved Incident SLA tasks
The score is the COUNT on the data source Incidents.SLA.Resolved, which is using the table Incident SLA [incident_sla] with the following conditions:
- The resolution date (incident.resolved_at) is the date that the score is collected.
- The type is 'SLA' (contract_sla.type).
- The stage is not 'cancelled' (task_sla.stage).
-
Number of incident assignments responded to in time
The number of SLA tasks related to an incident with the following characteristics:
- The close date (task_sla.end_time) is the date that the score is collected.
- The type is 'OLA' (contract_sla.type), meaning that it is a response task.
- The stage is not 'cancelled' (task_sla.stage).
- The amount of time taken to close the task is under the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value less than or equal to 100%.
-
Number of incident assignments that should have been responded to in time
The number of SLA tasks related to an incident with the following characteristics:
- The close date (task_sla.end_time) is the date that the score is collected.
- The type is 'OLA' (contract_sla.type), meaning that it is a response task.
- The stage is not 'cancelled' (task_sla.stage).
-
Number of open and overdue incident assignments
The number of SLA tasks related to an incident with the following characteristics:
- The type is 'OLA' (contract_sla.type), meaning that it is a response task.
- The stage is not '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%.
-
Number of open incident assignments that should be responded to in time
The number of open incidents related to an SLA task with the following characteristics:
- The type is 'OLA' (contract_sla.type), meaning that it is a response task.
- The stage is not 'cancelled' (task_sla.stage).
- The response task is still open.
-
% incident assignments responded to in time
The percentage of response tasks that were responded to within the SLA limit. The score is calculated according to the following formula: ( [[Number of incident assignments responded to in time]] / [[Number of incident assignments that should have been responded to in time]] ) * 100.
-
% open and overdue incident assignments
The percentage of open incident assignments that are overdue according to the SLA limit. The score is calculated according to the following formula: ( [[Number of open and overdue incident assignments]] / [[Number of open incident assignments that should be responded to in time]] ) * 100.
-
Summed duration time of resolved incident SLA tasks in hours
This indicator sums the results of a script run on the Incident SLA [incident_sla] table that calculates the time it took for an incident SLA task to be resolved. This indicator is used to calculate formulas but is not displayed directly on the dashboard:
Breakdowns
- State
- Priority
- Category
- Assignment Group
- Task SLA Breached Status
Parent Topic:Legacy: Incident SLA Management Platform Analytics Solutions
---
title: Legacy: Incident SLA Management dashboard
description: See how well the incidents that are subject to a Service Level Agreement meet the deadlines of those SLAs.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/incident-management/incident-sla-mgmt-dashboard.html
release: australia
product: Incident Management
classification: incident-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 5
breadcrumb: [Legacy: Incident SLA Management Platform Analytics Solutions, Incident reporting, Incident Management, IT Service Management]
---
# Legacy: Incident SLA Management dashboard
See how well the incidents that are subject to a Service Level Agreement meet the deadlines of those SLAs.
**Important:**
Starting in Xanadu release, the Incident SLA Management dashboard is deprecated. Users can use [Incident management dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident.md) to view whether the incidents that are subject to a Service Level Agreement, meet the deadlines of those SLAs.
The dashboard title indicates that it is inactive because you activate the solution after configuration and data collection.
\[Omitted image "incident-sla-management.gif"\] Alt text: Animated tour of the tabs of the Incident SLA Management dashboard
## 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, and pa\_viewer for the Incident SLA Assignment tab|
## Indicators
- **Number of open and overdue incidents**
The number of open incidents with the following characteristics:
- Related to an SLA task of type 'SLA' \(contract\_sla.type\)
- Not in stage 'Cancelled' \(task\_sla.stage\)
- 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%.
- **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' \(task\_sla.stage\)
- **% open and overdue incidents**
The percentage of open incidents that are overdue. The score is calculated according to the formula \( \[\[Number of open and overdue incidents\]\] / \[\[Number of open incidents that should be resolved in time\]\] \) \* 100.
- **Number of incidents resolved in time**
The number of SLA tasks related to an incident with the following characteristics:
- The resolution date \(incident.resolved\_at\) is the date that the score is collected.
- The type is 'SLA' \(contract\_sla.type\).
- The stage is not 'cancelled' \(task\_sla.stage\).
- The amount of time taken to close the task is under the SLA limit, determined by having an elapsed percentage \(task\_sla.percentage\) value less than or equal to 100%.
- **Number of incidents resolved that should have been resolved in time**
Number of incidents resolved that should have been resolved in time is measured daily as unit \#.
The goal for this indicator is to maximize.
The score is the COUNT DISTINCT on the data source Incidents.SLA.Resolved, which is using the table Incident SLA \[incident\_sla\] with the following conditions:
- The resolution date \(incident.resolved\_at\) is the date that the score is collected.
- The type is 'SLA' \(contract\_sla.type\).
- The stage is not 'cancelled' \(task\_sla.stage\).
- **% incidents resolved in time**
The percentage of resolved incidents that were resolved in time. The score is calculated according to the formula \( \[\[Number of incidents resolved in time\]\] / \[\[Number of resolved incidents that should be resolved in time\]\] \) \* 100.
- **Average Resolution Time In Hours For Resolved Incident SLA Tasks**
The score is calculated according to the following formula: \[\[Summed duration time of resolved incident SLA tasks in hours\]\]/\[\[Total resolved Incident SLA tasks\]\].
- **Total resolved Incident SLA tasks**
The score is the COUNT on the data source Incidents.SLA.Resolved, which is using the table Incident SLA \[incident\_sla\] with the following conditions:
- The resolution date \(incident.resolved\_at\) is the date that the score is collected.
- The type is 'SLA' \(contract\_sla.type\).
- The stage is not 'cancelled' \(task\_sla.stage\).
- **Number of incident assignments responded to in time**
The number of SLA tasks related to an incident with the following characteristics:
- The close date \(task\_sla.end\_time\) is the date that the score is collected.
- The type is 'OLA' \(contract\_sla.type\), meaning that it is a response task.
- The stage is not 'cancelled' \(task\_sla.stage\).
- The amount of time taken to close the task is under the SLA limit, determined by having an elapsed percentage \(task\_sla.percentage\) value less than or equal to 100%.
- **Number of incident assignments that should have been responded to in time**
The number of SLA tasks related to an incident with the following characteristics:
- The close date \(task\_sla.end\_time\) is the date that the score is collected.
- The type is 'OLA' \(contract\_sla.type\), meaning that it is a response task.
- The stage is not 'cancelled' \(task\_sla.stage\).
- **Number of open and overdue incident assignments**
The number of SLA tasks related to an incident with the following characteristics:
- The type is 'OLA' \(contract\_sla.type\), meaning that it is a response task.
- The stage is not '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%.
- **Number of open incident assignments that should be responded to in time**
The number of open incidents related to an SLA task with the following characteristics:
- The type is 'OLA' \(contract\_sla.type\), meaning that it is a response task.
- The stage is not 'cancelled' \(task\_sla.stage\).
- The response task is still open.
- **% incident assignments responded to in time**
The percentage of response tasks that were responded to within the SLA limit. The score is calculated according to the following formula: \( \[\[Number of incident assignments responded to in time\]\] / \[\[Number of incident assignments that should have been responded to in time\]\] \) \* 100.
- **% open and overdue incident assignments**
The percentage of open incident assignments that are overdue according to the SLA limit. The score is calculated according to the following formula: \( \[\[Number of open and overdue incident assignments\]\] / \[\[Number of open incident assignments that should be responded to in time\]\] \) \* 100.
- **Summed duration time of resolved incident SLA tasks in hours**
This indicator sums the results of a script run on the Incident SLA \[incident\_sla\] table that calculates the time it took for an incident SLA task to be resolved. This indicator is used to calculate formulas but is not displayed directly on the dashboard:
## Breakdowns
- State
- Priority
- Category
- Assignment Group
- Task SLA Breached Status
**Parent Topic:**[Legacy: Incident SLA Management Platform Analytics Solutions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/incident-sla-content-pack.md)
This file has no frontmatter.