Incident Aging Summary Dashboard

The Incident Aging Summary dashboard overviews how long incidents have been open. It helps IT teams identify bottlenecks, prioritize older incidents, and ensure timely resolution. The dashboard highlights aging incidents, enabling better resource allocation and improving overall service efficiency. Organizations can maintain SLAs (Service Level Agreements) by tracking incident age and enhancing customer satisfaction.

To view the Incident Aging Summary Dashboard, perform the following steps:

1.  Navigate to Service Management > Reports.
   
   
2. Select Dashboards. Select the module as Incident.
   Figure: Aging Summary Dashboard
   
   
3. Click and open the Aging Summary Dashboard. The dashboard consists of the details for Open Incidents Aging and Resolved Incidents Aging. 
   Figure: Aging Summary Dashboard details
   The selections for Tenant, Status, Workgroup, Medium, Priority, Requestor Location, Category, and Analyst are available as multi-select options. 
   Figure: Multi select
   
   Click the Filter icon to clear the selection.

Open Incidents Aging

The Open Incidents Aging displays the details of the open incidents.
Figure: Open Incidents Aging

The following table explains the reports available in the Dashboard.

Field	Description
By Workgroup	Displays the open incidents aging for different workgroups. The color legend is
By Category	Displays the open incidents aging for different categories. The color legend is
By Classification	Displays the open incidents aging for different classifications. The color legend is
By Priority	Displays the open incidents aging for different priorities. The color legend is
By Analyst	Displays the open incidents aging for different analysts. The color legend is
By Location	Displays the open incidents aging for different locations. The color legend is

To view the drilldown report, click on the graph to view the details.
Figure: Drilldown report

To return to the original view of the graph, click the drill up icon.
Figure: Drill Up

Resolved Incidents Aging

The Resolved Incidents Aging displays the details of the resolved incidents.
Figure: Resolved Incidents Aging

The following table explains the reports available in the Dashboard.

Field	Description
By Workgroup	Displays the resolved incidents aging for different workgroups. The color legend is
By Category	Displays the resolved incidents aging for different categories. The color legend is
By Classification	Displays the resolved incidents aging for different classifications. The color legend is
By Priority	Displays the resolved incidents aging for different priorities. The color legend is
By Analyst	Displays the resolved incidents aging for different analysts. The color legend is
By Location	Displays the resolved incidents aging for different locations. The color legend is

To view the drilldown report, click on the graph to view the details.
Figure: Drilldown report

To return to the original view of the graph, click the drill up icon.

Figure: Drill Up

Inspect Data

The inspect data option is available on the data item in the dashboard.
Figure: Inspect data

The inspect data opens a window that displays raw or aggregated data. 

• Aggregated data - It displays the aggregated data retrieved from the dashboard item's data storage. 
• Raw data - It displays the underlying raw data from the dashboard item. 

The inspected data can be exported to Excel.
Figure: Export to excel

Export To

The entire dashboard or a single card in the dashboard can be exported. The available options to export are:

• PDF - You can export the entire dashboard or a single card to PDF format. 
• Image - You can export the entire dashboard or a single card to Image format. 
• Excel - You can export the entire dashboard or a single card to Excel format. 

Figure: Export to

To maximize the card, click icon.
Figure: Maximize

To minimize the card, click icon.
Figure: Minimize