Problem Management Dashboards

Problem Dashboard

Provides managers and staff an overview of existing problems, which states they reside in, what the backlog of problems is, and what the high priority problems are. It includes the following reports.

Active Problems lists all problems in active states, such as Classification, Assessment, Investigation & Diagnosis, and Pending Change.
Active Problems by State shows problems that have not been resolved. The problems are broken down by state. This graph allows the team to see where most problems are in the problem management process.
Known Error Trend by Category is a graphical trend report, showing the rate that problems were submitted over a recent time frame. The submit rates are divided based on the category of the problem.

Technical SME Dashboard

Provides technical SMEs easy visibility into problems waiting in a queue and problems for which they are the primary owner or a secondary owner. It supports the Group Queues feature, and includes the following reports:

Unassigned Problems in Queue States shows the number of problems that are in each queue state, and therefore not assigned to a technical SME.
My Problem Worklist lists each problem for which the current user is the primary owner.