---
title: Legacy: IT Agent dashboard
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/it-agent-dashboard.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Legacy: Performance Analytics ITSM Dashboards, Platform Analytics ITSM Dashboards, IT Service Management]
---

# Legacy: IT Agent dashboard

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.

Agents can use [IT Agent dashboard for Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/it-agent-dashboard-sow.md) to see their own and their team's assignments and set priorities.

\[Omitted image "itsm-it-agent.gif"\] Alt text: 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

<table id="table_xvt_hl4_2fb"><thead><tr><th>

Title

</th><th>

Type

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Open unassigned incidents

</td><td>

Single score\[Omitted image "single-score.png"\] Alt text: Single score icon

</td><td>

Incidents that belong to one of your assignment groups do not have a person assigned to them

</td></tr><tr><td>

Open requests

</td><td>

Single score\[Omitted image "single-score.png"\] Alt text: Single score icon

</td><td>

Open requests that belong to you or one of your groups

</td></tr><tr><td>

Critical incidents

</td><td>

Single score\[Omitted image "single-score.png"\] Alt text: Single score icon

</td><td>

Incidents with a Priority of 1 - Critical that belong to you or one of your groups

</td></tr><tr><td>

My open problems - Heatmap

</td><td>

Heatmap\[Omitted image "pivot.svg"\] Alt text: Heatmap icon

</td><td>

Your problems by assignment group and priority

</td></tr><tr><td>

Incidents above Spotlight threshold

</td><td>

Single score\[Omitted image "single-score.png"\] Alt text: Single score icon

</td><td>

Incidents belonging to one of your groups that meet enough Spotlight criteria to exceed the Spotlight threshold

</td></tr><tr><td>

My open requests

</td><td>

Single score\[Omitted image "single-score.png"\] Alt text: Single score icon

</td><td>

Open requests that belong to you

</td></tr><tr><td>

My open incidents - Heatmap

</td><td>

Heatmap\[Omitted image "pivot.svg"\] Alt text: Heatmap icon

</td><td>

Your incidents by assignment group and priority

</td></tr><tr><td>

Open incidents

</td><td>

Single score\[Omitted image "single-score.png"\] Alt text: Single score icon

</td><td>

Open incidents that belong to you or one of your groups

</td></tr><tr><td>

Open incidents not updated in last 7 days

</td><td>

Single score\[Omitted image "single-score.png"\] Alt text: Single score icon

</td><td>

Open incidents that belong to you or one of your groups and have not been updated for the last 7 days

</td></tr><tr><td>

My open requests - Heatmap

</td><td>

Heatmap\[Omitted image "pivot.svg"\] Alt text: Heatmap icon

</td><td>

Your requests by assignment group and priority

</td></tr><tr><td>

Open problems

</td><td>

Single score\[Omitted image "single-score.png"\] Alt text: Single score icon

</td><td>

Open problems that belong to you or one of your groups

</td></tr><tr><td>

Spotlight incidents P1 - Critical

</td><td>

Single score\[Omitted image "single-score.png"\] Alt text: Single score icon

</td><td>

Incidents belonging to your group that exceed the Spotlight threshold and have a priority of P1 - Critical

</td></tr><tr><td>

My open problems

</td><td>

Single score\[Omitted image "single-score.png"\] Alt text: Single score icon

</td><td>

Open problems that belong to you

</td></tr><tr><td>

Spotlight incidents - Unassigned

</td><td>

Single score\[Omitted image "single-score.png"\] Alt text: Single score icon

</td><td>

Incidents belonging to one of your groups that exceed the Spotlight threshold and have no one assigned to them

</td></tr><tr><td>

My open incidents

</td><td>

Single score\[Omitted image "single-score.png"\] Alt text: Single score icon

</td><td>

Open incidents that belong to you

</td></tr><tr><td>

Incidents Spotlight - List

</td><td>

List\[Omitted image "score-list-tile.svg"\] Alt text: List icon

</td><td>

A list of all incidents that one of your groups own and that exceed the Spotlight threshold

</td></tr></tbody>
</table>**Parent Topic:**[Legacy: Performance Analytics ITSM Dashboards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-dashboards-content-pack.md)