The Service Request 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 SRs, enabling better resource allocation and improving overall service efficiency. Organizations can maintain SLAs (Service Level Agreements) by tracking SRs' age and enhancing customer satisfaction.
To view the SR Aging Summary Dashboard, perform the following steps:
- Navigate to Service Management > Reports.
- Select Dashboards. Select the module as Service Request.
Figure: Aging Summary Dashboard - Click and open the Aging Summary Dashboard. The dashboard contains the details for Open Service Requests Aging and Resolved Service Requests 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 SRs Aging
The Open Service Requests Aging displays the details of the open SRs.
Figure: Open SRs Aging
The following table explains the reports available in the Dashboard.
| Field | Description |
| By Workgroup | Displays the open service requests aging for different workgroups. The color legend is  |
| By Category | Displays the open service requests aging for different categories. The color legend is  |
| By Classification | Displays the open service requests aging for different classifications. The color legend is  |
| By Priority | Displays the open service requests aging for different priorities. The color legend is  |
| By Analyst | Displays the open service requests aging for different analysts. The color legend is  |
| By Location | Displays the open service requests aging for different locations. The color legend is  |
Resolved SRs Aging
The Resolved Service Requests Aging displays the details of the resolved SRs.
Figure: Resolved SRs Aging
The following table explains the reports available in the Dashboard.
| Field | Description |
| By Workgroup | Displays the resolved service requests aging for different workgroups. The color legend is  |
| By Category | Displays the resolved service requests aging for different categories. The color legend is  |
| By Classification | Displays the resolved service requests aging for different classifications. The color legend is  |
| By Priority | Displays the resolved service requests aging for different priorities. The color legend is  |
| By Analyst | Displays the resolved service requests aging for different analysts. The color legend is  |
| By Location | Displays the resolved service requests 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