Problem Management Dashboard

Problem Records (PR) Dashboards provide a visual representation of information related to problems within an organization's IT infrastructure. This dashboard offers a centralized view of problem records, enabling IT teams and stakeholders to monitor, analyze, and manage the resolution of issues efficiently. 

The PR dashboards provide multiple integrated reports that let you filter data according to your organization's needs. 

Problem Metrics Tracker

You may see an overview of all the problem records created using the Problem Metrics Tracker Dashboard. It's a dashboard featuring several charts, including pie and bar charts, and numerical data. 

To view the Problem Metrics Tracker Dashboard, perform the following steps,

1.  Navigate to Service Management > Reports.
   
2. Click Dashboards. Select the Problem Module.
   The available dashboards are displayed.
   Figure: PR overview dashboard
   
   
3.  Click the Problem Metrics Tracker Dashboard to open and view the dashboard. You can select filters such as tenants, status, workgroups, medium, priority, location, category, analyst, and date. 
   The Problem Metrics Tracker dashboard details page is displayed.
   
   Figure: Details of the PR overview Dashboard.

The following table explains the reports available in the dashboard.

Dashboard	Description
Metric dashboard	Displays the count of problem records logged, open problem records, high priority problem records, resolved problem records, proactive problem records, MTTR problem records, problem records with the workaround, problem RCA approved, problem RCA identified, problems based on incidents, reactive problem records, and problem records based on major incidents.
Graphical Dashboard
Approval Status-wise Problem Records	Displays the approval status of the problem records. The statuses are awaiting authorization, awaiting RCA review, awaiting RCA submission. The color legend is
Problem records by Status	Displays the count of problem records with the different statuses.
Proactive vs Reactive Problems	Displays the count of Proactive Problemvs Reactive Problem problem records.
Top 10 Workgroups	Displays the problem records assigned to the top 10 workgroups.
MTTR by Priority	Displays the average time taken to resolve the problem records by priority.
Problems RCA Identified vs Approved	Displays the count of problem records whose RCA is identified and whose RCA is approved. The color legend is red represents RCA-identified problem records and green represents RCA-approved problem records.