Legacy: Problem Premium dashboard

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.

Important :

Starting in Xanadu release, the Problem premium dashboard is deprecated. Users can use Problem dashboard to view, and track the open problems.

Figure 1. Process by Age tab

Figure 2. Overview tab

Remarque :

The Overview tab has the same contents as the Problem Overview dashboard.

Figure 3. Data Quality tab

Figure 4. Process KPIs tab

End user and roles

End user and goal	Required role
All roles concerned with Problem Management	itil to see the list of Problem records

Indicators

Number of open problems

Problems on the Problem [problem] table created on or before today and with no Closed date. This indicator is used in several other indicators on the dashboard.

Number of closed problems

Problems on the Problem [problem] table closed today. This indicator is used in several other indicators on the dashboard.

Average age of open problems

The score for this indicator is calculated according to the formula [[Summed age of open problems]] / [[Number of open problems]] / 24

Average re-assignment of open problems

The average number of times an open problem gets reassigned. The score for this indicator is calculated according to the formula [[Summed re-assignment of open problems]] / [[Number of open problems]].

Average age of updated since of open problems

The average time in days since the last update of an open problem. The score for this indicator is calculated according to the formula [[Summed age of updated since of open problems]] / [[Number of open problems]] / 24.

% of new critical problems

The score for this indicator is calculated according to the formula ( [[Number of new problems > Priority = 1 - Critical]] / [[Number of new problems]] ) * 100

Average close time of problems

The score for this indicator is calculated according to the formula [[Summed duration of closed problems]] / [[Number of closed problems]] / 24

% of problems reassigned at least once

The score for this indicator is calculated according to the formula ( [[Number of reassigned open problems]] / [[Number of open problems]] * 100 ).

% of problems closed on first assignment

The score for this indicator is calculated according to the formula ( [[Number of problems closed on first assignment]] / [[Number of closed problems]] * 100 ).

Average reassignment count of closed problems

The average value of the Reassignment Count field on closed problems, where Reassignment Count is not empty.

% of open problems classified as known error

The score for this indicator is calculated according to the formula ( [[Number of open problems classified as known error]] / [[Number of open problems]] ) * 100.

% of closed problems without any close notes

The score for this indicator is calculated according to the formula ( [[Number of closed problems without close notes]] / [[Number of closed problems]] ) * 100.

% of open problems with at least one incident

The score for this indicator is calculated according to the formula ( [[Number of open problems with at least one incident]] / [[Number of open problems]] ) * 100.

The following indicators are not shown directly on the dashboard but are used in calculating formulas:

• Summed age of open problems
• Summed age of updated since of open problems
• Summed duration of closed problems
• Summed re-assignment of open problems
• Number of reassigned open problems
• Number of problems closed on first assignment
• Number of open problems classified as known error
• Number of closed problems without close notes
• Number of open problems with at least one incident

Breakdowns

• Age
• Priority
• State
• Assignment Group

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