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.

Important: Starting with the Xanadu release, the IT Manger dashboard is deprecated. Users can access the IT Agent dashboard for Service Operations Workspace to see their own and their team's assignments and set priorities.
Figure 1. 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

TitleTypeDescription
Open unassigned incidents Single score
Figure 2. Single score icon
Single score icon
Incidents that belong to one of your assignment groups do not have a person assigned to them
Open requests Single score
Figure 3. Single score icon
Single score icon
Open requests that belong to you or one of your groups
Critical incidents Single score
Figure 4. Single score icon
Single score icon
Incidents with a Priority of 1 - Critical that belong to you or one of your groups
My open problems - Heatmap Heatmap
Figure 5. Heatmap icon
Heatmap icon
Your problems by assignment group and priority
Incidents above Spotlight threshold Single score
Figure 6. Single score icon
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
Figure 7. Single score icon
Single score icon
Open requests that belong to you
My open incidents - Heatmap Heatmap
Figure 8. Heatmap icon
Heatmap icon
Your incidents by assignment group and priority
Open incidents Single score
Figure 9. Single score icon
Single score icon
Open incidents that belong to you or one of your groups
Open incidents not updated in last 7 days Single score
Figure 10. Single score icon
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
Figure 11. Heatmap icon
Heatmap icon
Your requests by assignment group and priority
Open problems Single score
Figure 12. Single score icon
Single score icon
Open problems that belong to you or one of your groups
Spotlight incidents P1 - Critical Single score
Figure 13. Single score icon
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
Figure 14. Single score icon
Single score icon
Open problems that belong to you
Spotlight incidents - Unassigned Single score
Figure 15. Single score icon
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
Figure 16. Single score icon
Single score icon
Open incidents that belong to you
Incidents Spotlight - List ListList icon A list of all incidents that one of your groups own and that exceed the Spotlight threshold