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.
Incident Fulfiller Dashboard: Analysis Areas and Important Insights
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?
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