---
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: Problem Management dashboard

# Legacy: Problem Management 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 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](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.
Figure 1. Problem Overview tab Figure 2. Problem Open tab Figure 3. Problem New tab Figure 4. Problem Closed tab

## End user and roles {#problem-management-dashboard__section_upb_qj4_2fb}

{#problem-management-dashboard__table_ov2_tj4_2fb__entry__2}

| End user and goal | Required role |
|-|-|
| Problem manager | pa_viewer needed to view the Basic Indicators list |
[ ]

{#problem-management-dashboard__table_ov2_tj4_2fb}

## Indicators {#problem-management-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 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
{#problem-management-dashboard__ul_ov4_jvn_blb}

## Breakdowns {#problem-management-dashboard__section_yfw_qk4_2fb}

Priority.