--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Legacy: Problem Premium dashboard # Legacy: Problem Premium dashboard {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Legacy: Problem Premium dashboard The Legacy Problem Premium dashboard provides a comprehensive and interactive view of problem reports in ServiceNow, covering current problems and historical trends. It uses advanced features like interactive filters and workbench widgets to deliver detailed insights into problem management performance. Show full answer Show less **Important:** This dashboard is deprecated starting with the Xanadu release. Customers should use the standard Problem dashboard for viewing and tracking open problems going forward. ## End User and Roles The dashboard is designed for all roles involved in Problem Management. The **itil** role is required to access the list of Problem records. ## Key Indicators and Metrics * **Number of open problems:** Counts problems created on or before today without a Close date. * **Number of closed problems:** Counts problems closed today. * **Average age of open problems:** Average time problems remain open, measured in days. * **Average re-assignment of open problems:** Average number of times an open problem is reassigned. * **Average age since last update:** Average days since an open problem was last updated. * **Percentage of new critical problems:** Proportion of new problems classified as Priority 1 - Critical. * **Average close time:** Average duration it takes to close problems. * **Percentage of problems reassigned at least once:** Portion of open problems reassigned. * **Percentage closed on first assignment:** Portion of problems closed without reassignment. * **Average reassignment count of closed problems:** Average reassignment count for closed problems. * **Percentage of open problems classified as known errors:** Portion of open problems identified as known errors. * **Percentage of closed problems without close notes:** Portion of closed problems missing closure documentation. * **Percentage of open problems linked to at least one incident:** Portion of open problems associated with incidents. Several underlying summed values support these calculations, enabling detailed analytics. ## Breakdowns Data can be segmented by key dimensions including Age, Priority, State, and Assignment Group, allowing targeted analysis of problem trends and statuses. ## Data Visualizations * **Single Score reports:** Quick counts of critical open problems, unassigned problems, overdue problems, total open problems, and problems not updated for 7 or 30+ days. * **Grouped Horizontal Bars:** Open problems grouped by priority and age. * **Heatmaps:** Visual matrices showing open problems by Priority and State, assignment group activity status, overdue status, and pending change requests. * **Line Charts:** Trends of problems opened and closed per week during the current year. ## Practical Benefits for ServiceNow Customers This dashboard enables comprehensive monitoring and management of problem records, helping teams prioritize critical issues, track problem aging and reassignment, and identify gaps such as missing closure notes or inactive assignees. Although deprecated, understanding its indicators and visualizations provides valuable context for transitioning to the standard Problem dashboard while maintaining effective problem management practices. 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](https://www.servicenow.com/docs/eQuZHIVhotfmlIqUNaFSyw "Dashboard providing a view into Problem Management related metrics for Open and Closed Problem records.") to view, and track the open problems. Figure 1. Process by Age tab Figure 2. Overview tab Note: 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 {#problem-premium-dashboard__section_upb_qj4_2fb} {#problem-premium-dashboard__table_ov2_tj4_2fb__entry__2} | End user and goal | Required role | |-|-| | All roles concerned with Problem Management | itil to see the list of Problem records | [ ] {#problem-premium-dashboard__table_ov2_tj4_2fb} ## Indicators {#problem-premium-dashboard__section_nm4_hk4_2fb} 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 {#problem-premium-dashboard__ul_ov4_jvn_blb} ## Breakdowns {#problem-premium-dashboard__section_yfw_qk4_2fb} * Age * Priority * State * Assignment Group {#problem-premium-dashboard__ul_ulw_dl4_2fb} ## Data visualizations {#problem-premium-dashboard__section_t5q_fl4_2fb} {#problem-premium-dashboard__table_xvt_hl4_2fb__entry__3} | Title | Type | Description | |-|-|-| | Critical open problems | Single Score ![single score icon]() | 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 ![single score icon]() | All open problems where 'Assigned to' is empty. These are the problems you have to assign. | | Overdue problems | Single Score ![single score icon]() | All open problems where Escalation = Overdue | | Open problems | Single Score ![single score icon]() | All open problems | | Problems not updated for 7 days | Single Score ![single score icon]() | Open problems where the value in the Updated field is more than 7 days ago | | Open problems older than 30 days | Single Score ![single score icon]() | Open problems where the value in the Created field is more than 30 days ago | | Open problems - Grouped | Horizontal Bar ![Horizontal bar icon]() | Open problems grouped by Priority | | Open problems older than 30 days - Grouped | Horizontal Bar ![Horizontal bar icon]() | Open problems where the value in the Created field is more than 30 days ago, grouped by Priority | | Problems by Priority and State | Heatmap ![Heatmap icon]() | Open Problems grouped on a matrix of Priority and State | | Open problems older than 30 days by Priority and State | Heatmap ![Heatmap icon]() | 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 ![Heatmap icon]() | 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 ![Heatmap icon]() | 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 ![Heatmap icon]() | 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 | [ ] {#problem-premium-dashboard__table_xvt_hl4_2fb}