Real Time Dashboards

[adityabadami]

Is there an OOTB Way to get a view of tracking changes implemented after a problem ticket was raised along with Incidents reported linked to the problem ticket.

[Vikram Reddy]

Hi @adityabadami,

No single dashboard does this for you, but both links you're after already exist natively on the Problem record itself, they're just sitting in two separate related lists instead of one combined view.

• Incidents: the Incident table has a field called problem_id (labeled Problem, on the Related Records tab). Once an agent points an incident at a problem, it shows up automatically in the "Incidents" related list on that Problem record. That part is effectively real time, no configuration needed.
• Changes: this one's less obvious. Change Request doesn't have a dedicated "problem" field. The "Change Request" related list you see on the Problem form actually rides on the generic Parent field that all task tables share. So when someone sets a Problem as the Parent on a Change, it lands in that list, carrying its own opened and planned start dates, which lets you eyeball whether the change landed before or after the problem was raised. Nobody links these two automatically, someone has to set Parent deliberately, usually when the change is raised to fix the problem.

If what you actually want is a single screen instead of clicking into each Problem record, that's a build, not a toggle: a list report off the Problem table dot-walking into both related lists, or a UI page/widget that pulls incident.problem_id and change_request.parent side by side with their dates. Performance Analytics has a Problem Management content pack, but that's aggregate counts and trends across all problems, not a per-problem timeline, so it won't get you there either.

One thing that changes my answer a lot: are you after this per problem record (already covered, just spread across two related lists) or as a report across many problems for CAB or governance reporting? If it's the latter, we're talking a custom report or a Performance Analytics widget, not anything that ships OOTB.

Thank you,
Vikram Karety
Octigo Solutions INC