--- title: Legacy: Incident SLA Management dashboard description: See how well the incidents that are subject to a Service Level Agreement meet the deadlines of those SLAs. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/incident-management/incident-sla-mgmt-dashboard.html release: australia product: Incident Management classification: incident-management topic_type: concept last_updated: "2026-03-12" reading_time_minutes: 5 breadcrumb: [Legacy: Incident SLA Management Platform Analytics Solutions, Reporting incidents, Incident Management, IT Service Management] --- # Legacy: Incident SLA Management dashboard See how well the incidents that are subject to a Service Level Agreement meet the deadlines of those SLAs. **Important:** Starting in Xanadu release, the Incident SLA Management dashboard is deprecated. Users can use [Incident management dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident.md) to view whether the incidents that are subject to a Service Level Agreement, meet the deadlines of those SLAs. The dashboard title indicates that it is inactive because you activate the solution after configuration and data collection. \[Omitted image "image.incident-sla-management"\] Alt text: Animated tour of the tabs of the Incident SLA Management dashboard ## End user and roles |End user and goal|Required role| |-----------------|-------------| |Service Level Manager who is responsible for seeing that incident resolution meets the service level agreements.|sla\_manager, and pa\_viewer for the Incident SLA Assignment tab| ## Indicators - **Number of open and overdue incidents** The number of open incidents with the following characteristics: - Related to an SLA task of type 'SLA' \(contract\_sla.type\) - Not in stage 'Cancelled' \(task\_sla.stage\) - The amount of time taken to work on the task is over the SLA limit, determined by having an elapsed percentage \(task\_sla.percentage\) value more than 100%. - **Number of open incidents that should be resolved in time** The number of open incidents with the following characteristics: - Related to an SLA task of type 'SLA' \(contract\_sla.type\) - Not in stage 'Cancelled' \(task\_sla.stage\) - **% open and overdue incidents** The percentage of open incidents that are overdue. The score is calculated according to the formula \( \[\[Number of open and overdue incidents\]\] / \[\[Number of open incidents that should be resolved in time\]\] \) \* 100. - **Number of incidents resolved in time** The number of SLA tasks related to an incident with the following characteristics: - The resolution date \(incident.resolved\_at\) is the date that the score is collected. - The type is 'SLA' \(contract\_sla.type\). - The stage is not 'cancelled' \(task\_sla.stage\). - The amount of time taken to close the task is under the SLA limit, determined by having an elapsed percentage \(task\_sla.percentage\) value less than or equal to 100%. - **Number of incidents resolved that should have been resolved in time** Number of incidents resolved that should have been resolved in time is measured daily as unit \#. The goal for this indicator is to maximize. The score is the COUNT DISTINCT on the data source Incidents.SLA.Resolved, which is using the table Incident SLA \[incident\_sla\] with the following conditions: - The resolution date \(incident.resolved\_at\) is the date that the score is collected. - The type is 'SLA' \(contract\_sla.type\). - The stage is not 'cancelled' \(task\_sla.stage\). - **% incidents resolved in time** The percentage of resolved incidents that were resolved in time. The score is calculated according to the formula \( \[\[Number of incidents resolved in time\]\] / \[\[Number of resolved incidents that should be resolved in time\]\] \) \* 100. - **Average Resolution Time In Hours For Resolved Incident SLA Tasks** The score is calculated according to the following formula: \[\[Summed duration time of resolved incident SLA tasks in hours\]\]/\[\[Total resolved Incident SLA tasks\]\]. - **Total resolved Incident SLA tasks** The score is the COUNT on the data source Incidents.SLA.Resolved, which is using the table Incident SLA \[incident\_sla\] with the following conditions: - The resolution date \(incident.resolved\_at\) is the date that the score is collected. - The type is 'SLA' \(contract\_sla.type\). - The stage is not 'cancelled' \(task\_sla.stage\). - **Number of incident assignments responded to in time** The number of SLA tasks related to an incident with the following characteristics: - The close date \(task\_sla.end\_time\) is the date that the score is collected. - The type is 'OLA' \(contract\_sla.type\), meaning that it is a response task. - The stage is not 'cancelled' \(task\_sla.stage\). - The amount of time taken to close the task is under the SLA limit, determined by having an elapsed percentage \(task\_sla.percentage\) value less than or equal to 100%. - **Number of incident assignments that should have been responded to in time** The number of SLA tasks related to an incident with the following characteristics: - The close date \(task\_sla.end\_time\) is the date that the score is collected. - The type is 'OLA' \(contract\_sla.type\), meaning that it is a response task. - The stage is not 'cancelled' \(task\_sla.stage\). - **Number of open and overdue incident assignments** The number of SLA tasks related to an incident with the following characteristics: - The type is 'OLA' \(contract\_sla.type\), meaning that it is a response task. - The stage is not 'cancelled' \(task\_sla.stage\). - The amount of time taken to work on the task is over the SLA limit, determined by having an elapsed percentage \(task\_sla.percentage\) value more than 100%. - **Number of open incident assignments that should be responded to in time** The number of open incidents related to an SLA task with the following characteristics: - The type is 'OLA' \(contract\_sla.type\), meaning that it is a response task. - The stage is not 'cancelled' \(task\_sla.stage\). - The response task is still open. - **% incident assignments responded to in time** The percentage of response tasks that were responded to within the SLA limit. The score is calculated according to the following formula: \( \[\[Number of incident assignments responded to in time\]\] / \[\[Number of incident assignments that should have been responded to in time\]\] \) \* 100. - **% open and overdue incident assignments** The percentage of open incident assignments that are overdue according to the SLA limit. The score is calculated according to the following formula: \( \[\[Number of open and overdue incident assignments\]\] / \[\[Number of open incident assignments that should be responded to in time\]\] \) \* 100. - **Summed duration time of resolved incident SLA tasks in hours** This indicator sums the results of a script run on the Incident SLA \[incident\_sla\] table that calculates the time it took for an incident SLA task to be resolved. This indicator is used to calculate formulas but is not displayed directly on the dashboard: ## Breakdowns - State - Priority - Category - Assignment Group - Task SLA Breached Status **Parent Topic:**[Legacy: Incident SLA Management Platform Analytics Solutions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/incident-sla-content-pack.md)