Legacy: Open Problem Age Monitor dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use this dashboard to track the progress of open problems across different age buckets. You can break down the problems by priority or assignment group.

    Important:

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

    Open Problem Age Monitor workbench

    End user and roles

    End user and goal Required role
    Problem manager - Track how their groups are managing long-standing problems itil to read records, otherwise none
    Problem agent - Track long-standing problems that they own itil to read records, otherwise none

    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.
    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.
    The following indicators are not shown directly on the dashboard but are used in calculating formulas:
    • Summed age of open problems
    • Summed re-assignment of open problems
    • Summed age of updated since of open problems

    Breakdowns

    • Priority
    • State
    • Assignment Group