Legacy: Problem Premium dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read
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    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.

    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
    Process by Age tab
    Figure 2. Overview tab
    Problem premium dashboard overview tab
    Note:
    The Overview tab has the same contents as the Problem Overview dashboard.
    Figure 3. Data Quality tab
    Problem Premium dashboard Data Quality tab
    Figure 4. Process KPIs tab
    Process KPIs for Problem Premium dashboard

    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

    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 Lineline trend icon Count of all problems opened this year, trending by Opened per Week
    Problems Closed per Week Lineline trend icon 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