Dashboard reports are available in the reports that are shipped with the SSM - Problem Management snapshot. This topic describes the reports in two of the dashboards.
Note: Dashboard reports are multi-view reports. You can add additional
views to improve your Problem Management process. Multi-view reports can be
edited from the
Reports pane in the
SBM User Workspace.
Tip: Set a dashboard report as the home page report by opening
the
Problems application in the
User Workspace,
clicking the
Application Settings icon (
), and choosing the report under
Home Page Report.
), and choosing the report under
Home Page Report.
Problem Dashboard
The Problem Dashboard is designed to give 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 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.
- Active Problems lists all problems in active states, such as Classification, Assessment, Investigation & Diagnosis, and Pending Change.
Worklist Dashboard
The Worklist Dashboard is designed to give 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.
- Problems where I am a Secondary Owner lists each problem for which the current user is a secondary owner. A problem can be assigned to anyone who is a secondary owner.
- My Problem Worklist lists each problem for which the current user is the primary owner.