Problem Management Dashboard

Owned by manikandan.subbiah (Unlicensed)
Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment
11 min read

SummitAI Service Management Help

Problem Management

On the Problem Dashboard page, users can view various reports related to Problem Management.

To View Problem Dashboard:

  1. Select Reports. The following page is displayed.

    Reports page
    Figure: Reports page
  2. Click Advanced Reports. The Report List page is displayed.
  3. Click Dashboards tab at the top of the page, the Dashboard List and Viewer page is displayed.


    Figure: Dashboards tab

  4. Under Modules, click Problem Management and select the required Dashboard.

     See Screenshot


    Figure: Problem Dashboard (Sample Screenshot)


List of Reports in Problem Dashboard

ReportDescription
Problem Records Logged

This tile displays the count of Problem Records logged. You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.
The drill-down page provides various information, such as Problem ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Open Problem Records

This tile displays the count of Open Problem Records. You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.

The drill-down page provides various information, such as Problem ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

High Priority Problem Records

This tile displays the count of High Priority Problem Records. You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.

The drill-down page provides various information, such as Problem ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Resolved Problem Records

This tile displays the count of Resolved Problem Records. You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.

The drill-down page provides various information, such as Problem ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Problem Records Linked To Incidents 

This tile displays the count of Problem Records linked To Incidents . You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.

The drill-down page provides various information, such as Problem ID, Incident ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Open Incidents Linked to Problem Records

This tile displays the count of Open Incidents linked to Problem Records. You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.

The drill-down page provides various information, such as Problem ID, Incident ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Major Incidents Linked to Problem Records

This tile displays the count of Major Incidents linked to Problem Records. You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.

The drill-down page provides various information, such as Problem ID, Incident ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Problem Records With Workaround

This tile displays the count of Problem Records with Workaround. You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.

The drill-down page provides various information, such as Problem ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Proactive Problem Records

This tile displays the count of Proactive Problem Records. You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.

The drill-down page provides various information, such as Problem ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Reactive Problem Records

This tile displays the count of Reactive Problem Records. You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.

The drill-down page provides various information, such as Problem ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Problem Records With Workaround (%)

This tile displays the count and percentage of Problem Records with Workaround. You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.

The drill-down page provides various information, such as Problem ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Problem Records With Identified Root Cause (%)

This tile displays the count and percentage of Problem Records with identified Root Cause. You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.

The drill-down page provides various information, such as Problem ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Problem Records With Approved Root Cause (%)

This tile displays the count and percentage of the Problem Records with approved Root Cause. You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.

The drill-down page provides various information, such as Problem ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Problem Records With Exceeding RCA Deadlines (%)

This tile displays the count and percentage of Problem Records with exceeding RCA Deadlines. You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.

The drill-down page provides various information, such as Problem ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Problem Records With Exceeding Resolution Deadlines (%)

This tile displays the count and percentage of Problem Records with exceeding Resolution Deadlines. You can view further details of the Problem Records in the drill-down page by clicking the number (count) on the tile.

The drill-down page provides various information, such as Problem ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Mean Time to Resolve Problems

This tile displays the Average time taken to resolve all the Problem Records. You can view further details of the Problem Records in the drill-down page by clicking the number on the tile.

The drill-down page provides various information, such as Problem ID, Log Time, Logged By, Customer, Location, Source, Symptom, Description, Status, Tenant, Workgroup, Analyst, Category, Classification, Impact, Urgency, Priority, Problem Type, Last Updated Time, RCA Submitted Date, RCA Approval Date, RCA Deadline, Resolution Time, Resolution Deadline Violated Details, and Closure Date.

For example, see the following screenshot:

Average Estimated Cost (In USD)

This tile displays the Average Estimated Cost of Problem Records in USD. For example, see the following screenshot:

Average Actual Cost (In USD)

This tile displays the Average Actual Cost of Problem Records in USD. For example, see the following screenshot:

MTTR by Priority

This tile displays Priority-wise Average Time Taken to resolve Problem Records. For example, see the following screenshot:

Problem Records Backlog

This tile displays the month-wise Problem Records backlog count. For example, see the following screenshot:

Logged vs Resolved Problem Records

This tile displays the month-wise number of Problem Records logged and resolved count. For example, see the following screenshot:

Logged vs RCA Initiated vs Approved Problem Records

This tile displays the month-wise number of Problem Records logged, RCA initiated, and approved count.

For example, see the following screenshot:

Proactive Vs Reactive Problem Records

This tile displays the month-wise Proactive and Reactive Problem Records count. For example, see the following screenshot:

Estimated Vs Actual Problem Records Cost

This tile displays the month-wise estimated and actual cost of Problem Records in USD. For example, see the following screenshot:

Problem Record Average Resolution Trend

This tile displays the month-wise average Resolution Time of Problem Records. For example, see the following screenshot:

Top 10 Problem Categories

This tile displays the Top 10 Problem Categories based on the number of Problem Records and their Status-wise count of Problem Records for each Category.

For example, see the following screenshot:


Top 10 Analysts

This tile displays the Top 10 Analysts based on the number of Problem Records and their Status-wise count of Problem Records for each Analyst.

For example, see the following screenshot:


Top 10 Problem Classifications

This tile displays the Top 10 Problem Classifications based on the number of Problem Records and their Status-wise count of Problem Records for each Classification.

For example, see the following screenshot:

Top 10 Problem Record Workgroups

This tile displays the Top 10 Problem Record Workgroups based on the number of Problem Records and their Status-wise count of Problem Records for each Workgroup.

For example, see the following screenshot:

Top 10 Problem Record Customers

This tile displays the Top 10 Problem Record Customers based on the number of Problem Records and their Status-wise count of Problem Records for each customer.

For example, see the following screenshot:


Top 10 Problem Record Locations

This tile displays the Top 10 Problem Record Locations based on the number of Problem Records and their Status-wise count of Problem Records for each Location.

For example, see the following screenshot:

Top 10 Workgroupwise Logged Vs Resolved Problem Records

This bar graph displays the Workgroup-wise Problem Records logged and Problem Records resolved count. The Problems logged and resolved are indicated by a different color. 

For example, see the following screenshot:

Top 10 Categories Logged Vs Resolved Problem Records

This tile displays the Top 10 Categories based on the number of Problem Records and Category-wise Problem Records logged and resolved count. The Problems logged and resolved are indicated by a different color. 

For example, see the following screenshot:

Top 10 Workgroups Logged Vs Resolved Problem Records

This tile displays the Top 10 Workgroups based on the number of Problem Records and Workgroup-wise Problem Records logged and resolved count. The Problems logged and resolved are indicated by a different color. 

For example, see the following screenshot:

Top 10 Categories Logged Vs Resolved Problem Records

This tile displays the Top 10 Categories based on the number of Problem Records and Category-wise Problem Records logged and resolved count. The Problems logged and resolved are indicated by a different color. 

For example, see the following screenshot:

Top 10 Classifications Logged Vs Resolved Problem Records

This tile displays the Top 10 Classifications based on the number of Problem Records and Classification-wise Problem Records logged and resolved count. The Problems logged and resolved are indicated by a different color.

For example, see the following screenshot:

Top 10 Priorities Logged Vs Resolved Problem Records

This tile displays the Top 10 Priorities based on the number of Problem Records and Priority-wise Problem Records logged and resolved count. The Problems logged and resolved are indicated by a different color.

For example, see the following screenshot:

Top 10 Classifications Logged Vs Resolved Problem Records

This tile displays the Top 10 Classifications based on the number of Problem Records and Classification-wise Problem Records logged and resolved count. The Problems logged and resolved are indicated by a different color.

For example, see the following screenshot:

Closure Code-Wise Closed Problem Records

This tile displays the Closure Code-Wise Closed Problem Records count. For example, see the following screenshot: