The Incident Details section within My Workspace provides a summarized view of incident activity and key performance indicators. This section allows users to quickly assess incident volume, resolution status, and aging trends directly from the dashboard.
Incident Summary Metrics
The incident summary displays the following metrics:
- Average Time to Resolve: Shows the average number of days taken to resolve incidents within the selected time period.
- Triage: Indicates the number of incidents currently in triage and awaiting review or action.
- Open Incidents: Displays the total number of incidents that are currently unresolved.
- Overdue Incidents: Highlights incidents that have exceeded their expected resolution timeline and may require immediate attention.
- Closed Incidents: Displays the number of incidents that have been fully resolved and closed during the selected time period.
Incident Views
Users can switch between two views within the Incident Details section:
- Reported: Displays incident metrics based on when incidents were created or reported.
- Aging Dates and Counts: Group incidents by aging categories to help identify how long incidents remain open before closure.
Date Range and Filters
Preset date ranges such as 30 Days, 60 Days, 90 Days, and 1 Year can be applied to refine incident data. These options work with the Advanced Filter to consistently update all incident metrics.
- Closed Incidents represent incidents that have completed the full workflow and no longer require action.
- Incident metrics are read-only and update automatically when date ranges or filters are applied.
- All displayed values reflect role-based access, permissions, and selected filter criteria.
- To view or manage individual incident records, navigate to the Incidents module.
Report Incident
The Report Incident button on the My Workspace – Incidents section provides users with quick access to incident reporting and tracking options. Selecting the main button opens the incident reporting form, allowing users to create and submit a new incident.
The arrow next to the Report Incident button opens a dropdown menu with the following options:
- Draft Incidents: Opens a list of incident records that have been saved as drafts but not yet submitted. This allows users to review, edit, and complete incidents later.
- Reported Incidents: Redirects users to the list of submitted incident records, where they can view previously reported incidents based on their role and permissions.
- The total incident count reflects all incidents reported for the selected year and updates automatically as incident statuses change.
- Except for Average Time to Resolve, all incident metrics are clickable and redirect users to the corresponding incident lists within Compliance Manager.
- Incident age is calculated based on the date the incident was reported.
- The Incidents widget is read-only and provides a summary view only.
- The visibility of the Incidents widget and its metrics can be customized in My Custom Settings, with changes applied immediately.
- All displayed data reflects the selected date range, user role, permissions, and user-specific workspace settings.
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