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{'Legacy': 'Problem Management Platform Analytics Solutions'} › Problem Management › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Legacy: Problem Management dashboard

Use this dashboard to gain a high-level view across the problem management process, from opening to closing.

Important:

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

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Problem Overview tab of the Problem Management dashboard
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Tab with information about open problems on the Problem Management dashboard
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Tab with information about new problems on the Problem Management dashboard
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Tab with information about closed problems on the Problem Management dashboard

End user and roles

End user and goalRequired role
Problem managerpa_viewer needed to view the Basic Indicators list

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 new problems

    Problems on the Problem [problem] table created today. 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.

  • Problem backlog growth

    The score for this indicator is calculated according to the formula [[Number of new problems]] - [[Number of closed problems]].

  • 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

  • % 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

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

  • Summed age of open problems
  • Summed duration of closed problems

Breakdowns

Priority.