---
schema_version: "1"
id: 625570767bdc6cb154eee597080b43624c61933b00ae83928cf025d46f5220b5
title: Incident Fulfiller Dashboard for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_inc_fulfiller_dashboard.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_fulfiller_dashboard.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 59386134187193f865fafde00ee5efe7a20de106dfee532611cda8b16bdbfdd5
description: By using the Incident Fulfiller dashboard, incident fulfillers can track assigned incidents, monitor the status of the incidents, and manage resolution activities.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Incident Fulfiller Dashboard for IT Services

By using the Incident Fulfiller dashboard, incident fulfillers can track assigned incidents, monitor the status of the incidents, and manage resolution activities.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

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](https://help.salesforce.com/s/articleView?id=analytics.rd_dashboards_overview.htm&type=5&language=en_US).

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Incident Fulfiller Dashboard: Analysis Areas and Important Insights">
      <caption>Incident Fulfiller Dashboard: Analysis Areas and Important Insights</caption>
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d88179e81">Analysis Area</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d88179e84">Important Insights</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e81 ">New and Resolved Incidents</td>

          <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e84 ">
            <p>How many of my newly created incidents fall under each priority?</p>
            <p style="margin-bottom:0;">How many of my resolved incidents are distributed by priority?</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e81 ">Open Incidents Analysis</td>

          <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e84 ">
            <p>How are my open incidents distributed by priority?</p>
            <p style="margin-bottom:0;">How are my open incidents categorized?</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e81 ">Incident Resolution Analysis</td>

          <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e84 ">
            <p>What’s my average incident resolution time by priority?</p>
            <p style="margin-bottom:0;">How are my resolved incidents distributed by resolution code?</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e81 ">Incidents Needing Attention</td>

          <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e84 ">
            <p>Which of my incidents are pending assignment, and what are their priorities and
              creation dates?</p>
            <p style="margin-bottom:0;">How many of my incidents have breached SLA?</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e81 ">Incidents Table</td>

          <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e84 ">What are the incident numbers, subjects, priority levels, creation dates, and
            current statuses of all incidents?</td>

        </tr>
      </tbody>
    </table>