This dashboard page shows your open cases and who handle them.
It is composed of two sections:
- Open Cases
- Top Priorities
At the right, split by Agent group and Priority, you can see the Open Cases and the detail at case level (the oldest cases are at the right in red).
Visualize the list of Open case, sorted by Priority and Open Cases Duration Time (min) descending:
- Case #
- Case Description
- Case Category
- Agent Group
Filter on Date
This data visualization comes with a filter on the Date value. This feature enables you to focus on the period you are interested in.
You can filter dates at multiple levels: Day, Week, Month, Quarter or Year.
Filter your data
This data visualization comes with four top filters:
In your ServiceNow dashboard, you will be able to filter on:
- Case PriorityCase Priority (expected values: 'High', 'Medium', 'Low') [INCIDENT.PRIORITY | SC_REQUEST.PRIORITY]
- Case Type'Incident', 'Request'
- StateIncident or Request State (expected values: 'Open', 'Closed', 'On-hold') [INCIDENT.INCIDENT_SATE | SC_REQUEST.REQUEST_STATE]
- Assignment GroupGroup of the Agent [INCIDENT.ASSGNMENT_GROUP | SC_REQUEST.ASSGNMENT_GROUP to SYS_USER_GROUP.GROUP]