Problem Aging by Workgroup

Owned by Comala Publishing for Confluence Cloud
Oct 30, 2024

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Problem Management

 

The Problem Aging by Workgroup Report provides a comprehensive overview of open and resolved issues, categorized by workgroup. This report helps teams identify patterns and prioritize actions by highlighting the age of unresolved problems and the efficiency in addressing them. By analyzing ongoing and resolved issues, workgroups can make informed decisions to improve Problem Management and enhance operational efficiency.  

This document outlines the enhanced aging intervals added for the following Problem Aging by Workgroup reports.  

 

Problem Aging by Workgroup (Open Problems) Report 

The Problem Aging by Workgroup (Open Problems) report now features multiple time intervals, enabling easier tracking of Open Problem records. The Open Problem records include the statuses: New, Assigned, In Progress, and Pending.  

To access the Problem Aging by Workgroup (Open Problems) report, perform the following steps: 

  1. Navigate to Reports > Advanced Reports.

  2. Click Reports > Problem Management > Problem Aging by Workgroup (Open Problems).  
    The Problem Aging by Workgroup (Open Problems) report is displayed.  

    Figure: Problem Aging by Workgroup (Open Problems) Report  

The following table explains the report fields: 

FieldDescription 
WorkgroupDisplays the name of the problem records workgroup.  
< 1 Day Displays all the open problem records aging for less than 1 day.  
1-3 Days Displays all the open problem records aging between 1 to 3 days.  
3-5 Days Displays all the open problem records aging between 3 to 5 days.  
5-10 Days Displays all the open problem records aging between 5 to 10 days.  
10-20 Days Displays all the open problem records aging between 10 to 20 days.  
20-30 Days Displays all the open problem records aging between 20 to 30 days.  
1-2 Months Displays all the open problem records aging between 1 to 2 months.  
2-3 Months Displays all the open problem records aging between 2 to 3 months.  
3-4 Months Displays all the open problem records aging between 3 to 4 months.  
4-6 Months Displays all the open problem records aging between 4 to 6 months.  
6-12 Months Displays all the open problem records aging between 6 to 12 months.  
>1 Year Displays all the open problem records aging greater than 1 year.  

The color legend for the report is as displayed.  

To view the detailed child report on open problem records, click the hyperlink in the time interval column. 
 
Figure: Drill-down report 

 

Problem Aging by Workgroup (Resolved Problems) Report 

The Problem Aging by Workgroup (Resolved Problems) report now features multiple time intervals, enabling easier tracking of Resolved Problem records. The Resolved Problem records include the statuses: Resolved and Closed.  

To access the Problem Aging by Workgroup (Resolved Problems) report, perform the following steps: 

  1. Navigate to Reports > Advanced Reports.  

  2. Click Reports > Problem Management > Problem Aging by Workgroup (Resolved Problems).  
    The Problem Aging by Workgroup (Resolved Problems) report is displayed below.  

    Figure: Problem Aging by Workgroup (Resolved Problems) Report  

The following table explains the report fields: 

FieldDescription 
WorkgroupDisplays the name of the problem records workgroup. 
< 2 Hours Displays all the resolved problem records aging for less than 2 hours.  
2-4 Hours Displays all the resolved problem records aging between 2-4 hours.  
4-8 Hours Displays all the resolved problem records aging between 4-8 hours.  
8-24 Hours Displays all the resolved problem records aging between 8-24 hours.  
24-48 Hours Displays all the resolved problem records aging between 24-48 hours.  
2-7 Days Displays all the resolved problem records aging between 2-7 Days.  
7-14 Days Displays all the resolved problem records aging between 7-14 Days.  
14-21 Days Displays all the resolved problem records aging between 14-21 Days.  
21-30 Days Displays all the resolved problem records aging between 21-30 Days.  
1-2 Months Displays all the open problem records aging between 1 to 2 months.  
2-3 Months Displays all the open problem records aging between 2 to 3 months.  
3-6 Months Displays all the open problem records aging between 3 to 6 months.  
>6 Months Displays all the open problem records aging greater than 6 months.  

The color legend for the report is as displayed.  

To view the detailed child report on closed problem records, click the hyperlink in the time interval column.