Open incidents9%
187
active queue
P1–P2 open2
86
sev queue
SLA at risk3
91
breach ≥ 55%
Median age P1–P218m
16.0h
open sev
Changes risk ≥601
35
CAB window
Major activeblast
1
MI-12
Deflected today
154
portal agent · no human touch
Deflection rate7pp
42%
of portal conversations
Agent-handled
214
conversations today
Cost avoided12%
$3.8K
7d · vs agent handling
Opened vs resolved
IT Service Ops · weekly
OpenedResolved
W2 Edge TLS cert rotationW5 DB failover drillW8 Auth gateway outageW10 Freeze: payroll window
Virtual agent deflection
7-day · portal conversations
DeflectedAgent-handled
Top deflected request types
- Password / MFA reset78%self-serve flow · KB-1042
- VPN setup guide64%device profile · KB-1188
- Software install request52%catalog auto-approve
- Wi-Fi guest access47%sponsor flow
- Email alias change31%identity · KB-1103
Live suggested answer
How do I reissue my VPN client certificate?
from warehouse-tablet-14 · awaiting requester confirm
Open the self-service portal → Devices → Certificates → Reissue. The new profile installs in about 2 minutes; stay connected on the current cert until the swap confirms, then reconnect once.
KB-1188 · VPN client guide
Open by priority
187 incidents
47
P1
39
P2
43
P3
58
P4
Highest breach risk
open incidents
| Inc | Summary | Risk |
|---|---|---|
| INC-2401 | Auth gateway 5xx on prod edge | 95% |
| INC-2403 | Login timeouts. Harbor storefront | 95% |
| INC-2410 | DB replica lag, order service | 95% |
| INC-2503 | Ldap bind slow after deploy | 95% |
| INC-2513 | Patch agents offline after deploy | 95% |
| INC-2519 | Cert expiry warning post patch | 95% |
| INC-2521 | Ssl handshake fail intermittent | 95% |
Hottest open incidents
priority · wait
| Incident | Summary | Pri | Wait | Group |
|---|---|---|---|---|
| INC-2637 | Wifi controller offline during freeze | P1 | 15.9h | Security |
| INC-2726 | Vpn cpu pegged in prod | P1 | 15.1h | Applications |
| INC-2664 | License pool exhausted intermittent | P1 | 11.6h | Applications |
| INC-2690 | Payments webhook retries peak window | P1 | 11.0h | Security |
| INC-2691 | Order api latency on secondary site | P1 | 10.8h | Infrastructure |
| INC-2578 | Vpn cpu pegged post patch | P1 | 10.6h | Endpoint |
| INC-2642 | Cert expiry warning since Monday | P1 | 9.7h | Infrastructure |
| INC-2613 | Payments webhook retries staging ok | P1 | 7.9h | Network |
SLA health
open clock attainment
42%
within SLA
Open187
Breached109
At risk ≥55%91
Unassigned50
Major blast services
MI-12
| Service | Sev | Inc |
|---|---|---|
| Auth gateway | 98 | 3 |
| Perimeter | 98 | 4 |
| Monitoring | 94 | 2 |
| Identity | 82 | 1 |
| Remote access | 82 | 1 |
Root-caused alerts
symptom → cause → fix
Do this next
scored from breach × priority × change risk
#1133
Contain INC-2401
Response wait 0.3h vs goal 0.25h
95% risk
#2133
Contain INC-2403
Response wait 0.4h vs goal 0.25h
95% risk
#3105
Defer CHG-915
Impact High
95% risk
#4105
Defer CHG-969
Impact High
95% risk