Incident management dashboard

concept australia Updated Sep 10, 2026 1 min read incident.md

Dashboard providing a view into process metrics related to Open and Closed incidents.

[Omitted image "incident-management.png"] Alt text: Incident management dashboard

Data Visualization	Description	KPI (Performance Analytics Indicator)
Overdue incidents	Number of open incidents that are pass the due date.	Number of open and overdue incidents
Incidents nearing SLA	Percentage of the incidents nearing the SLA threshold. This is based on the percentage of SLA elapsed where the elapsed percentage is between 50-75%,76- 85%, 86-95%, above 95%.	Incidents nearing SLA threshold
Open incidents not updated	Number of open incidents that aren't updated as per the age. This is categorized as per the age of an incident that are between 1-5, 6-10, 10-30, and greater than 30 days.	Number of open incidents
Incidents created (by priority)	Distribution of the Incidents created priority wise	Number of incidents created
Incidents by activity channel	Total number of closed incidents created from different sources.	Number of resolved incidents
Mean time to resolve an incident (by priority)	Mean time to resolve the incidents priority wise	Incident MTTR
Average incident reassignment	Average number of times that incidents were reassigned.	Average incident reassignment
% high priority incidents	Percentage of P1 and P2 incidents that are successfully closed	% high priority incidents
Average number of incidents created per user	Average number of the incidents that are created by a specific user	Average number of incidents created per user
% Incidents associated with Problem	Percentage of the incidents that are associated with problem	% Incidents with associated Problem
Total outages due to incidents	Total outages in hours because of incidents.	Total outages due to incidents

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---
title: Incident management dashboard
description: Dashboard providing a view into process metrics related to Open and Closed incidents.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/incident.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Platform Analytics KPIs and dashboards, Platform Analytics ITSM Dashboards, IT Service Management]
---

# Incident management dashboard

Dashboard providing a view into process metrics related to Open and Closed incidents.

\[Omitted image "incident-management.png"\] Alt text: Incident management dashboard

|Data Visualization|Description|KPI \(Performance Analytics Indicator\)|
|------------------|-----------|---------------------------------------|
|Overdue incidents|Number of open incidents that are pass the due date.|Number of open and overdue incidents|
|Incidents nearing SLA|Percentage of the incidents nearing the SLA threshold. This is based on the percentage of SLA elapsed where the elapsed percentage is between 50-75%,76- 85%, 86-95%, above 95%.|Incidents nearing SLA threshold|
|Open incidents not updated|Number of open incidents that aren't updated as per the age. This is categorized as per the age of an incident that are between 1-5, 6-10, 10-30, and greater than 30 days.|Number of open incidents|
|Incidents created \(by priority\)|Distribution of the Incidents created priority wise|Number of incidents created|
|Incidents by activity channel|Total number of closed incidents created from different sources.|Number of resolved incidents|
|Mean time to resolve an incident \(by priority\)|Mean time to resolve the incidents priority wise|Incident MTTR|
|Average incident reassignment|Average number of times that incidents were reassigned.|Average incident reassignment|
|% high priority incidents|Percentage of P1 and P2 incidents that are successfully closed|% high priority incidents|
|Average number of incidents created per user|Average number of the incidents that are created by a specific user|Average number of incidents created per user|
|% Incidents associated with Problem|Percentage of the incidents that are associated with problem|% Incidents with associated Problem|
|Total outages due to incidents|Total outages in hours because of incidents.|Total outages due to incidents|