---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Legacy: Open Problem Age Monitor dashboard

# Legacy: Open Problem Age Monitor dashboard {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use this dashboard to track the progress of open problems across different age buckets. You can break down the problems by priority or assignment group.  
Important:  
Starting in Xanadu release, the Problem age dashboard is deprecated. Users can use [Problem dashboard](https://servicenow-prod.fluidtopics.net/h4KPlUDdyAylEOwzlcQ7Rg "Dashboard providing a view into Problem Management related metrics for Open and Closed Problem records.") to view, and track the open problems.

## End user and roles {#open-problem-age-monitor-dashboard__section_upb_qj4_2fb}

{#open-problem-age-monitor-dashboard__table_ov2_tj4_2fb__entry__2}

| End user and goal | Required role |
|-|-|
| Problem manager - Track how their groups are managing long-standing problems | itil to read records, otherwise none |
| Problem agent - Track long-standing problems that they own | itil to read records, otherwise none |
[ ]

{#open-problem-age-monitor-dashboard__table_ov2_tj4_2fb}

## Indicators {#open-problem-age-monitor-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.

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

* Summed age of open problems
* Summed re-assignment of open problems
* Summed age of updated since of open problems
{#open-problem-age-monitor-dashboard__ul_ov4_jvn_blb}

## Breakdowns {#open-problem-age-monitor-dashboard__section_yfw_qk4_2fb}

* Priority
* State
* Assignment Group
{#open-problem-age-monitor-dashboard__ul_ulw_dl4_2fb}