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Opened Incidents Overview

The Opened Incidents Overview dashboard enables you to view the Opened Incidents volume based on their Groups, Categories, Distribution, Status, and Severity.

You can use the following tabs to decide the level of detail displayed on the Opened Incidents Overview dashboard:

• Overview – To display the Opened Incidents volume based on Group, Category, and Distribution. .
• Detail – To display the Opened Incidents volume based on Severity, Status, and Categorization. You can view additional details such as Incident ID, Description, and so on for further analysis.

Select a Time Period

In addition to the Overview and Detail tabs, you have the following time period options:

• Yesterday
• Last 7 Days
• Last 30 Days

These options are relative to the Data Refreshed date and time that is displayed in the upper right corner of the dashboard as Data Refreshed at Month DD, YYYY, hh:mm:ss AM/PM.

Data is extracted from ServiceNow at least once per day. Typically, a data extract occurs during a time period that is close to midnight in the main time zone of your company. Under normal circumstances, Yesterday corresponds to your normal expectation, which is the day that precedes the day you are viewing the dashboard.

As an example, assume you are looking at this dashboard on April 15, 2016 at 9:00am EST and your company’s main time zone is EST.

• If the Data Refreshed time is just prior to midnight between April 14 and April 15, Yesterday includes data from April 14, 2016, 12:00:00 AM through the date and time displayed as the Data Refreshed date; in other words, it will be somewhat less than a full 24 hours. Any data from ServiceNow that is more recent than the Data Refreshed date will not be included in the dashboard for Yesterday even if it is from April 14.
• If the Data Refreshed time is midnight between April 14 and April 15 or later, Yesterday includes data from April 14, 2016, 12:00:00 AM through April 14, 2016, 12:59:59 PM; in other words a full 24 hours’ worth of data.

Under normal circumstances, Last 7 Days corresponds to Yesterday plus the 6 days preceding Yesterday, and Last 30 Days corresponds to Yesterday plus the 29 days preceding Yesterday.

Although rare, the data extract may not successfully complete. In this case, the above definitions will continue to be relative to the Data Refreshed date and time, which may not correspond to your normal expectation of Yesterday and Last X Days.

Note: By default, the dashboard displays the Opened Incidents volume based on data from the past 30 days.

The Overview tab

You can view the following dashboard sections using the Overview tab:

• Opened Incidents Volume
• Opened Incidents by Group and Category
• Opened Incidents Distribution

The Detail tab

You can view the following dashboard sections using the Detail tab:

• Incidents Breakdown
• Incidents Details