--- 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 Premium dashboard # Legacy: Problem Premium dashboard {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read 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](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. Process by Age tab Figure 2. Overview tab Note: The Overview tab has the same contents as the Problem Overview dashboard. Figure 3. Data Quality tab Figure 4. Process KPIs tab ## End user and roles {#problem-premium-dashboard__section_upb_qj4_2fb} {#problem-premium-dashboard__table_ov2_tj4_2fb__entry__2} | End user and goal | Required role | |-|-| | All roles concerned with Problem Management | itil to see the list of Problem records | [ ] {#problem-premium-dashboard__table_ov2_tj4_2fb} ## Indicators {#problem-premium-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 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 {#problem-premium-dashboard__ul_ov4_jvn_blb} ## Breakdowns {#problem-premium-dashboard__section_yfw_qk4_2fb} * Age * Priority * State * Assignment Group {#problem-premium-dashboard__ul_ulw_dl4_2fb} ## Data visualizations {#problem-premium-dashboard__section_t5q_fl4_2fb} {#problem-premium-dashboard__table_xvt_hl4_2fb__entry__3} | 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 | Line | Count of all problems opened this year, trending by Opened per Week | | Problems Closed per Week | Line | 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 | [ ] {#problem-premium-dashboard__table_xvt_hl4_2fb}