Legacy: Problem Premium dashboard
Summarize
Summary of Legacy: Problem Premium dashboard
The Legacy Problem Premium dashboard, available through the Yokohama release, provides a comprehensive and interactive overview of problem management data using advanced features like interactive filters and workbench widgets. It offers problem tracking both in current status and historical trends. Note that starting with the Xanadu release, this dashboard is deprecated; users should transition to the standard Problem dashboard for ongoing problem tracking.
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Intended Users and Roles
This dashboard is designed for all roles involved in Problem Management and requires the itil role to view the list of problem records.
Key Indicators and Metrics
- Number of open problems: Counts problems created on or before today without a closure date.
- Number of closed problems: Counts problems closed on the current day.
- Average age of open problems: Measures average duration open problems have been active.
- Average reassignment of open problems: Tracks how often open problems are reassigned on average.
- Average time since last update of open problems: Shows how recently open problems were updated.
- % of new critical problems: Percentage of newly created problems with critical priority.
- Average close time of problems: Average time taken to close problems.
- % of problems reassigned at least once: Percentage of open problems that have been reassigned.
- % of problems closed on first assignment: Percentage of problems resolved without reassignment.
- Average reassignment count of closed problems: Average number of times closed problems were reassigned.
- % of open problems classified as known errors: Percentage of open problems identified as known errors.
- % of closed problems without close notes: Percentage of closed problems lacking closure documentation.
- % of open problems with at least one incident: Percentage of open problems linked to incidents.
Several additional indicators support these calculations but are not directly displayed on the dashboard.
Data Breakdowns
Data can be analyzed by:
- Age
- Priority
- State
- Assignment Group
Data Visualizations and Reports
The dashboard includes various visual reports to help monitor problem management status and trends, such as:
- Single scorecards highlighting critical open problems, unassigned problems, overdue problems, and problems not updated recently.
- Grouped horizontal bar charts showing open problems by priority and age.
- Heatmaps illustrating problems by priority and state, including those older than 30 days or with inactive assignees.
- Line charts tracking problems opened and closed per week throughout the year.
- Heatmaps identifying open problems pending on closed change requests, assisting in identifying workflow issues.
Practical Benefits for ServiceNow Customers
This dashboard enables problem management teams to:
- Gain a broad, real-time view of problem statuses and trends.
- Identify critical, overdue, and unassigned problems quickly for prioritized action.
- Monitor problem lifecycle metrics such as aging, reassignment frequency, and closure efficiency.
- Track data quality aspects like closure notes completeness and known error classification.
- Use detailed visualizations to identify bottlenecks and areas needing attention, improving problem resolution processes.
With the deprecation of this dashboard in the Xanadu release, customers should plan to migrate to the updated Problem dashboard for similar visibility and tracking.
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.
Starting in Xanadu release, the Problem premium dashboard is deprecated. Users can use Problem dashboard to view, and track the open problems.
Data visualizations
| Title | Type | Description |
|---|---|---|
| Critical open problems | Single Score
|
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
|
All open problems where 'Assigned to' is empty. These are the problems you have to assign. |
| Overdue problems | Single Score
|
All open problems where Escalation = Overdue |
| Open problems | Single Score
|
All open problems |
| Problems not updated for 7 days | Single Score
|
Open problems where the value in the Updated field is more than 7 days ago |
| Open problems older than 30 days | Single Score
|
Open problems where the value in the Created field is more than 30 days ago |
| Open problems - Grouped | Horizontal Bar  |
Open problems grouped by Priority |
| Open problems older than 30 days - Grouped | Horizontal Bar |
Open problems where the value in the Created field is more than 30 days ago, grouped by Priority |
| Problems by Priority and State | Heatmap  |
Open Problems grouped on a matrix of Priority and State |
| Open problems older than 30 days by Priority and State | Heatmap |
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 |
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 |
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 |
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 |
