By using the Incident Fulfiller dashboard, incident fulfillers can track assigned incidents, monitor the status of the incidents, and manage resolution activities.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
Use this dashboard to view new and resolved incidents by priority, analyze open incidents by category and priority, track average resolution time, and review incidents that are pending assignment or breaching SLA. To access this dashboard, make sure that your user profile has the incident fulfiller permission set.
The dashboard supports filtering by time, priority, category, and impact. You can create or customize the reports within the dashboard to meet your business needs. For customization guidance, see Dashboards.
| Analysis Area | Important Insights |
|---|---|
| New and Resolved Incidents |
How many of my newly created incidents fall under each priority? How many of my resolved incidents are distributed by priority? |
| Open Incidents Analysis |
How are my open incidents distributed by priority? How are my open incidents categorized? |
| Incident Resolution Analysis |
What’s my average incident resolution time by priority? How are my resolved incidents distributed by resolution code? |
| Incidents Needing Attention |
Which of my incidents are pending assignment, and what are their priorities and creation dates? How many of my incidents have breached SLA? |
| Incidents Table | What are the incident numbers, subjects, priority levels, creation dates, and current statuses of all incidents? |