Legacy: Problem Premium dashboard
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.
Process by Age tab
Problem premium dashboard overview tab
Note: The Overview tab has the same contents as the Problem Overview dashboard.
Problem Premium dashboard Data Quality 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 Image omitted: single-score.png 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 Image omitted: single-score.png single score icon | All open problems where 'Assigned to' is empty. These are the problems you have to assign. |
| Overdue problems | Single Score Image omitted: single-score.png single score icon | All open problems where Escalation = Overdue |
| Open problems | Single Score Image omitted: single-score.png single score icon | All open problems |
| Problems not updated for 7 days | Single Score Image omitted: single-score.png 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 Image omitted: single-score.png single score icon | Open problems where the value in the Created field is more than 30 days ago |
| Open problems - Grouped | Horizontal Bar Image omitted: horizontal-bar.png Horizontal bar icon | Open problems grouped by Priority |
| Open problems older than 30 days - Grouped | Horizontal Bar Image omitted: horizontal-bar.png 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 Image omitted: heatmap.png Heatmap icon | Open Problems grouped on a matrix of Priority and State |
| Open problems older than 30 days by Priority and State | Heatmap Image omitted: heatmap.png 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 Image omitted: heatmap.png 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 Image omitted: line-trend.svg line trend icon | Count of all problems opened this year, trending by Opened per Week |
| Problems Closed per Week | Line Image omitted: line-trend.svg line trend icon | Count of all problems closed this year, trending by Closed per Week |
| Open Problems Where Assignee Is Not Active | Heatmap Image omitted: heatmap.png 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 Image omitted: heatmap.png 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 |