The Overview dashboard

What each number on the Overview dashboard means, how it is counted, and which list of cases opens when you select it.

For Agents and Admins · Updated

Overview starts with your daily priorities, assigned tasks and approvals. The deadline and unassigned counts cover the whole service desk; Assigned to me is your own work. Every number opens the list of cases behind it. Reminders and availability remain below, and Manage service announcements opens the announcement controls.

TileCounts
Assigned to meYour open cases
UnassignedOpen cases with no owner
OverdueOpen cases past their resolution target
Due in 24 hOpen cases due within a day
First reply overdueCases past their response target with no reply yet, out of all waiting for a first reply
Awaiting approvalRequests waiting for an approver
My groupsOpen cases of your groups (shown when you are in a group)
Major incidentsActive major incidents (shown when there is one)
All openEvery open case, with how many are new and on hold

Open Service desk overview for trends, performance, workload, monitoring and security. Created vs resolved shows the last 14 days. These charts and their drill-down links remain available without crowding the daily work view.

  • The report library Standard reports, gauges, drilling into the cases behind a number and exporting.
  • The Cases list Filters, the summary tiles, saved views, search and selecting several cases at once.

Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.