Change Request Dashboard for IT Services

The Change Request Dashboard for IT Services provides actionable insights into all change requests across the system. The dashboard enables change managers to monitor open and closed changes, track incidents induced by change, review average processing times, and analyze change types and outcomes.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

Note Data may appear incomplete if access to required fields or configurations is missing.

Additionally, the dashboard includes interactive widgets and list views that show change requests under each category. You can customize these reports to suit your specific organizational needs. For customization guidance see Dashboards.

The dashboard answers these questions.

Change Requests Overview

What’s the total number of change requests currently in open status?
What’s the total number of change requests that have been closed?
How many change requests have resulted in incidents?
What is the average processing time (in days) for change requests to close?
How does the processing time vary across different change types?

Change Requests Breakdown

What is the distribution of change requests by type (Standard, Normal, Emergency)?
What is the breakdown of approved vs rejected change requests?

Change Requests by Status

How many change requests are currently pending approval?
How many change requests are scheduled for implementation?
How many emergency change requests are open?
How many change requests have been rejected?