Legacy: Problem Premium dashboard
Summarize
Summary of Legacy: Problem Premium Dashboard
The Legacy: Problem Premium Dashboard provides a comprehensive view of problem reports using advanced features like interactive filters and workbench widgets. However, please note that starting with the Xanadu release, this dashboard is deprecated. Users should transition to the Problem Dashboard to view and track open problems.
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Key Features
- End User Roles: Accessible to all roles involved in Problem Management; the itil role is necessary to see the list of Problem records.
- Indicators: Key indicators include the number of open and closed problems, average age of open problems, reassignment averages, and more, calculated through specific formulas.
- Data Visualizations: Includes various report types such as single scores for critical and unassigned problems, bar charts for open problems grouped by priority, and heatmaps for problems categorized by priority and state.
Key Outcomes
By utilizing this dashboard, ServiceNow customers can effectively monitor problem management metrics, identify critical issues, and optimize their response times. Transitioning to the Problem Dashboard will ensure continued access to essential problem tracking capabilities.
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 |
