Legacy: Problem Premium dashboard
Summarize
Summary of Legacy: Problem Premium dashboard
The Legacy Problem Premium dashboard provides an advanced, interactive view of problem management data, including current and historical problem reports. It leverages interactive filters and workbench widgets to help users monitor key problem management metrics and trends effectively. Note that starting with the Xanadu release, this dashboard is deprecated and replaced by the Problem dashboard for tracking open problems.
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End Users and Roles
This dashboard is designed for all roles involved in Problem Management. Users require the itil role to access the list of problem records and associated metrics.
Key Indicators
The dashboard tracks several important problem management indicators, enabling users to measure problem volume, age, reassignment, and resolution quality. These include:
- Number of open problems: Problems created on or before today without a closed date.
- Number of closed problems: Problems closed today.
- Average age of open problems: Average time problems remain open.
- Average reassignment of open problems: Average number of reassignments per open problem.
- Average age since last update of open problems: How long open problems have gone without updates.
- % of new critical problems: Percentage of new problems with Priority 1 (Critical).
- Average close time of problems: Average duration to close problems.
- % of problems reassigned at least once: Share of open problems that have been reassigned.
- % of problems closed on first assignment: Percentage closed without reassignment.
- Average reassignment count of closed problems.
- % of open problems classified as known error.
- % of closed problems without close notes.
- % of open problems with at least one incident linked.
Additional underlying indicators support these calculations but are not displayed directly.
Data Breakdowns and Visualizations
The dashboard enables problem analysis by multiple dimensions such as age, priority, state, and assignment group. Visual elements include:
- Single score indicators highlighting critical, unassigned, overdue, and stale problems.
- Grouped horizontal bar charts showing open problems by priority and age.
- Heatmaps illustrating problem distribution by priority, state, and assignment group, including problems not updated recently or assigned to inactive assignees.
- Line charts tracking problems opened and closed per week throughout the year.
- Heatmaps showing open problems pending closed change requests.
Practical Use for ServiceNow Customers
ServiceNow customers can use this dashboard to gain a comprehensive, interactive overview of problem management performance and identify bottlenecks such as aging problems, reassignments, and unresolved critical issues. It supports proactive management by highlighting overdue and unassigned problems and tracking the efficiency of problem resolution processes.
Since the dashboard is deprecated from the Xanadu release onward, customers should plan to transition to the standard Problem dashboard for ongoing problem tracking and reporting.
This dashboard uses advanced features such as interactive filters and workbench widgets to provide a broad view of problem reports, both current and over time.
Starting in Xanadu release, the Problem premium dashboard is deprecated. Users can use Problem dashboard to view, and track the open problems.
Data visualizations
| Title | Type | Description |
|---|---|---|
| Critical open problems | Single Score
|
All open problems where Priority is 1 - Critical. This report tells you at a glance how many top priority problems there are. |
| Unassigned problems | Single Score
|
All open problems where 'Assigned to' is empty. These are the problems you have to assign. |
| Overdue problems | Single Score
|
All open problems where Escalation = Overdue |
| Open problems | Single Score
|
All open problems |
| Problems not updated for 7 days | Single Score
|
Open problems where the value in the Updated field is more than 7 days ago |
| Open problems older than 30 days | Single Score
|
Open problems where the value in the Created field is more than 30 days ago |
| Open problems - Grouped | Horizontal Bar  |
Open problems grouped by Priority |
| Open problems older than 30 days - Grouped | Horizontal Bar |
Open problems where the value in the Created field is more than 30 days ago, grouped by Priority |
| Problems by Priority and State | Heatmap  |
Open Problems grouped on a matrix of Priority and State |
| Open problems older than 30 days by Priority and State | Heatmap |
Open problems where the value in the Created field is more than 30 days ago, grouped on a matrix of Priority and State |
| Open problems not updated in last 30 days by assignment group | Heatmap |
Open problems where the value in the Updated field is more than 30 days ago, grouped on a matrix of State and Assignment Group |
| Problems Opened per Week | Line |
Count of all problems opened this year, trending by Opened per Week |
| Problems Closed per Week | Line |
Count of all problems closed this year, trending by Closed per Week |
| Open Problems Where Assignee Is Not Active | Heatmap |
Open problems where the value of Assigned to Active is false, grouped on a matrix of State and Assignment Group |
| Problems Pending a Change Request that is Already Closed | Heatmap |
Open problems where the Change request has a State value of 3, meaning the request is closed, grouped on a matrix of State and Assignment Group |
