- Apex v6.1
- Overview
- Release Notes v6.1.0.2
- Release Notes v6.1.0.1 HF10
- Login
- Release Notes v6.1.0.1 HF09
- Release Notes v6.1.0.1 HF08
- Release Notes v6.1.0.1 HF07
- Release Notes v6.1.0.1 HF06
- Release Notes v6.1.0.1 HF05
- Release Notes v6.1.0.1 Hot Fixes
- Release Notes v6.1.0.1 HF04
- Release Notes v6.1.0.1 HF03
- Release Notes v6.1.0.1 HF02
- Release Notes v6.1.0.1 HF01
- Release Notes v6.1.0.1
- Installation Guide
- Service Management
- Incident Management
- Overview
- Administrator
- AIML
- Incident Masters
- SLA Configurations
- Matrices
- Others
- Approver - Major Incident
- Analyst
- End User
- Service Request Management
- Change Management
- Knowledge Management
- Problem Management
- Work Order
- CMDB
- Reports
- Dashboards
- Reports
- Overview
- IM Reports
- Resolution SLA by Workgroup
- Resolution SLA by Location
- Resolution SLA by Classification
- Resolution SLA by Category
- Resolution SLA By Analyst
- CSAT Compliance by Workgroup
- CSAT Compliance by Priority
- CSAT Compliance by Location
- CSAT Compliance By Classification
- CSAT Compliance by Category
- CSAT Compliance by Analyst
- Incident Status Report by Workgroup
- Incident Status Report by Classification
- Incident Status Report by Category
- Incident Status Report By Analyst
- Incident Aging by Classification-Resolved
- Incident Aging by Classification-Open
- Incident Aging by Category-Open
- Incident Aging by Workgroup-Open
- Incident Aging by Analyst-Open
- Incident Aging by Category-Resolved
- Incident Aging by Workgroup-Resolved
- Incident Aging by Analyst-Resolved
- CMDB Reports
- SR Reports
- Resolved Request Aging by Classification
- Open Requests Aging by Classification
- Request Status Report by Classification
- Request Status Report by Workgroup
- Request Status Report by Category
- Request Status Report by Analyst
- Request Aging by Analyst - Open
- Request Aging by Analyst - Resolved
- Request Aging by Category - Open
- Request Aging by Category - Resolved
- Request Aging by Workgroup - Open
- Request Aging by Workgroup - Resolved
- CM Reports
- PM Reports
- Overview
- Deep Dive Use Cases
- Incident Management
- Asset Management
- Overview
- Administrator
- End User
- Approver
- Asset Analyst
- Deep Dive Use Cases
- Discovery
- Platform
- Platform Studio
- Design Studio
- Module
- Form Designer
- Overview
- Form Types
- Form Modes
- Create Form
- Manage Form(s)
- Form Security
- Implications
- Form Relation
- Notification Designer
- Table Designer
- Workflow Designer
- Business Rule Designer
- SLA Designer
- API Configuration
- Scheduler
- Tags
- Report Designer
- Dynamic Groups
- Common Concepts
- Deep Dive Use Cases
- Form Designer
- Application
- Themes
- Communication Settings
- Holiday Calendar
- Service Portal Designer
- Notification Designer
- Bulletins
- SLA Designer
- Scheduler
- Access Control Center
- Vendor
- Groups
- Workgroups
- Analyst(s)
- Configure Mailbox
- Notification Parser
- Module
- Prelude (6.2)
- Release Notes Prelude (6.2)
- Platform Studio
- Design Studio
- Module
- Application
- Service Management
- Incident Management
- Work Order
- Service Request Management
- OOTB Reports and Dashboards
- IM Reports
- SLA Time by Location
- Response SLA by Analyst
- SLA Time by Workgroup
- SLA Time by Priority
- SLA Time by Classification
- SLA Time by Category
- SLA Time by Analyst
- Response SLA by Workgroup
- Response SLA by Location
- Response SLA by Classification
- Response SLA by Category
- Resolution SLA by Workgroup
- Resolution SLA by Location
- Resolution SLA by Classification
- Resolution SLA by Category
- Resolution SLA By Analyst
- CSAT Compliance by Workgroup
- CSAT Compliance by Priority
- CSAT Compliance by Location
- CSAT Compliance By Classification
- CSAT Compliance by Category
- CSAT Compliance by Analyst
- SR Reports
- SR CSAT Compliance by Analyst
- SR CSAT Compliance by Category
- SR CSAT Compliance by Classification
- SR CSAT Compliance by Location
- SR CSAT Compliance by Priority
- SR CSAT Compliance by Workgroup
- SR Resolution SLA by Analyst
- SR Resolution SLA by Category
- SR Resolution SLA by Classification
- SR Resolution SLA by Location
- SR Resolution SLA by Workgroup
- SR Response SLA by Analyst
- SR Response SLA by Category
- SR Response SLA by Classification
- SR Response SLA by Location
- SR Response SLA by Workgroup
- SR SLA Time by Analyst
- SR SLA Time by Category
- SR SLA Time By Classification
- SR SLA Time By Location
- SR SLA Time By Priority
- SR SLA Time By Workgroup
- OOTB Dashboards
- IM Reports
- Problem Management
- Knowledge Management
- Asset Management
- Administrator
- Asset Analyst
- End User
- Approver
- Apex Mobile
- Print
- Share
- PDF
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,
- Navigate to Service Management > Reports.
- Click Dashboards. Select the Problem Module.
The available dashboards are displayed.
Figure: PR overview dashboard - 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. |
A proactive problem record focuses on identifying and addressing the root causes of incidents and recurring issues to prevent them from happening again.
Reactive problem record is triggered in response to incidents that have already taken place. When an incident is recognized as a symptom of an underlying problem, a reactive problem record is created to manage the investigation and resolution of that problem.