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Major incident overview (dashboard)

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Major incident overview (dashboard)

Major Incident Overview module provides two versions of the Performance Analytics (PA) Dashboard to review major incident information at a glance.

Users with itil, sn_incident_write, major_incident_manager or communication_manager role can access the dashboard.

The two versions of the Performance Analytics (PA) Dashboard are normal and premium. Incident Management - Major Incident Management (com.snc.incident.mim) must be activated to view the normal dashboard. To access the premium version of Major Incident Overview dashboard, you must activate Performance Analytics – Content Pack for Major Incident Management (com.snc.pa.incident.mim).

You can navigate to the dashboard in the following ways:
  • Incident > Major Incidents > Overview
  • Self – Service > Dashboard > Major Incident Overview
Figure 1. Major incident overview
major incident overview

Major Incident Overview module provides information on the following content:

# UI component Description
1 Dashboard controls Provides options to create, duplicate, or delete a dashboard. You can copy the dashboard URL or duplicate the dashboard. In addition, you can add the dashboard in your favorite list, create a tab, or reset filters in the dashboard.
2 Dashboard overview Takes you to the UI page where you view the recently accessed dashboard, dashboards owned or shared by you, or all the dashboards in the system. To create a new dashboard, click New.
3 Dashboard choice list Provides options to select between different dashboards in the system.
4 Add widgets Provides option to add widgets. You can drag to move or resize the widget on the dashboard.
5 Sharing Provides option to specify groups, users, and roles for the dashboard.
6 Configuration Provides the configuration pane to select a layout to snap the widgets against or to modify a layout as required.
7 Tabs
  • Major Incidents Nearing Breach: Number of active major incidents where the Major incident state is Accepted and the response or resolution SLA has reached 75% of the allotted time.
  • Major Incidents Overdue: Number of active major incidents where the Major incident state is Accepted and the response or resolution SLA has breached.
  • Unassigned Major Incidents: Number of active major incidents where Assigned to is empty.
  • Open Major Incidents: Major incidents which are open and has major incident state as Accepted.
  • Major Incidents Opened Today: Major incident state is Accepted and the major incident is created on the current day.
    Note: Major incidents opened for that day includes both active and inactive incidents.
  • Major Incidents Resolved Today: Major incidents that are resolved on the current day and have the state as Resolved.
  • Open Major Incidents – Grouped: You can filter these incidents based on Group by and Stacked by.
  • Open Major Incidents Older Than 7 Days – Grouped: You can filter these incidents based on Group by and Stacked by.
  • Major Incidents by Priority and State
  • Major Incidents by Priority and State Older than 7 Days
  • Major Incidents Opened per Week
  • Major Incidents Closed per Week
Major Incident Overview – Premium provides the following additional functions:
  • Process KPIs: Provides information on Active Major Incidents, Number of resolved major incidents, Average resolution time of Major Incidents, and New Major Incidents Vs Resolved.
  • Interactive filters: Helps to filter incidents based on category, priority, assignment group, and state.
Figure 2. Major incident overview - premium
Major incident overview - premium
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