--- title: Legacy: Problem Premium dashboard description: 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. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/problem-management/problem-premium-dashboard.html release: australia product: Problem Management classification: problem-management topic_type: concept last_updated: "2026-03-12" reading_time_minutes: 5 breadcrumb: [Legacy: Problem Management Platform Analytics Solutions, Problem Management, IT Service Management] --- # Legacy: Problem Premium dashboard 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. **Important:** Starting in Xanadu release, the Problem premium dashboard is deprecated. Users can use [Problem dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/problem.md) to view, and track the open problems. \[Omitted image "problem-premium-process-age.png"\] Alt text: Process by Age tab \[Omitted image "problem-premium-overview.png"\] Alt text: Problem premium dashboard overview tab **Note:** The Overview tab has the same contents as the Problem Overview dashboard. \[Omitted image "problem-premium-data-quality.png"\] Alt text: Problem Premium dashboard Data Quality tab \[Omitted image "problem-premium-kpis.png"\] Alt text: Process KPIs for Problem Premium dashboard ## End user and roles |End user and goal|Required role| |-----------------|-------------| |All roles concerned with Problem Management|itil to see the list of Problem records| ## Indicators - **Number of open problems** Problems on the Problem \[problem\] table created on or before today and with no Closed date. This indicator is used in several other indicators on the dashboard. - **Number of closed problems** Problems on the Problem \[problem\] table closed today. This indicator is used in several other indicators on the dashboard. - **Average age of open problems** The score for this indicator is calculated according to the formula \[\[Summed age of open problems\]\] / \[\[Number of open problems\]\] / 24 - **Average re-assignment of open problems** The average number of times an open problem gets reassigned. The score for this indicator is calculated according to the formula \[\[Summed re-assignment of open problems\]\] / \[\[Number of open problems\]\]. - **Average age of updated since of open problems** The average time in days since the last update of an open problem. The score for this indicator is calculated according to the formula \[\[Summed age of updated since of open problems\]\] / \[\[Number of open problems\]\] / 24. - **% of new critical problems** The score for this indicator is calculated according to the formula \( \[\[Number of new problems > Priority = 1 - Critical\]\] / \[\[Number of new problems\]\] \) \* 100 - **Average close time of problems** The score for this indicator is calculated according to the formula \[\[Summed duration of closed problems\]\] / \[\[Number of closed problems\]\] / 24 - **% of problems reassigned at least once** The score for this indicator is calculated according to the formula \( \[\[Number of reassigned open problems\]\] / \[\[Number of open problems\]\] \* 100 \). - **% of problems closed on first assignment** The score for this indicator is calculated according to the formula \( \[\[Number of problems closed on first assignment\]\] / \[\[Number of closed problems\]\] \* 100 \). - **Average reassignment count of closed problems** The average value of the Reassignment Count field on closed problems, where Reassignment Count is not empty. - **% of open problems classified as known error** The score for this indicator is calculated according to the formula \( \[\[Number of open problems classified as known error\]\] / \[\[Number of open problems\]\] \) \* 100. - **% of closed problems without any close notes** The score for this indicator is calculated according to the formula \( \[\[Number of closed problems without close notes\]\] / \[\[Number of closed problems\]\] \) \* 100. - **% of open problems with at least one incident** The score for this indicator is calculated according to the formula \( \[\[Number of open problems with at least one incident\]\] / \[\[Number of open problems\]\] \) \* 100. The following indicators are not shown directly on the dashboard but are used in calculating formulas: - Summed age of open problems - Summed age of updated since of open problems - Summed duration of closed problems - Summed re-assignment of open problems - Number of reassigned open problems - Number of problems closed on first assignment - Number of open problems classified as known error - Number of closed problems without close notes - Number of open problems with at least one incident ## Breakdowns - Age - Priority - State - Assignment Group ## Data visualizations
Title Type Description
Critical open problems Single Score \[Omitted image "single-score.png"\] Alt text: single score icon 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 \[Omitted image "single-score.png"\] Alt text: single score icon All open problems where 'Assigned to' is empty. These are the problems you have to assign.
Overdue problems Single Score \[Omitted image "single-score.png"\] Alt text: single score icon All open problems where Escalation = Overdue
Open problems Single Score \[Omitted image "single-score.png"\] Alt text: single score icon All open problems
Problems not updated for 7 days Single Score \[Omitted image "single-score.png"\] Alt text: single score icon Open problems where the value in the Updated field is more than 7 days ago
Open problems older than 30 days Single Score \[Omitted image "single-score.png"\] Alt text: single score icon Open problems where the value in the Created field is more than 30 days ago
Open problems - Grouped Horizontal Bar \[Omitted image "horizontal-bar.png"\] Alt text: Horizontal bar icon Open problems grouped by Priority
Open problems older than 30 days - Grouped Horizontal Bar \[Omitted image "horizontal-bar.png"\] Alt text: Horizontal bar icon Open problems where the value in the Created field is more than 30 days ago, grouped by Priority
Problems by Priority and State Heatmap \[Omitted image "heatmap.png"\] Alt text: Heatmap icon Open Problems grouped on a matrix of Priority and State
Open problems older than 30 days by Priority and State Heatmap \[Omitted image "heatmap.png"\] Alt text: Heatmap icon 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 \[Omitted image "heatmap.png"\] Alt text: Heatmap icon 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\[Omitted image "line-trend.svg"\] Alt text: line trend icon Count of all problems opened this year, trending by Opened per Week
Problems Closed per Week Line\[Omitted image "line-trend.svg"\] Alt text: line trend icon Count of all problems closed this year, trending by Closed per Week
Open Problems Where Assignee Is Not Active Heatmap \[Omitted image "heatmap.png"\] Alt text: Heatmap icon 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 \[Omitted image "heatmap.png"\] Alt text: Heatmap icon 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