BMC Helix ITSM Open Problem Analysis dashboard

A problem manager uses the Open Problem Analysis dashboard to view the open problems, including problem investigations and known errors, from the metrics displayed in the following panels in the dashboard:

  • Open problems
  • Critical problems
  • Problems with significant/extensive impact
  • Known errors with extensive impact
  • Average age of open problems (days)
  • Open problems by support groups
  • Problem investigation status
  • Problem breakdown

For instructions about creating or editing dashboards, see Configuring dashboards, panels, and queries. For information about dashboard concepts, see Setting up dashboards.

Example: View open problems for the business service

Susan, the Service Desk Manager, wants to view all the open problems including problem investigations and known errors to perform immediate action items. Susan accesses the Open Problem Analysis dashboard views the metrics displayed in it and takes the required action.

To view the dashboard

  1. From the navigation menu , click Dashboards.
  2. Click the Helix ITSM folder and then click Open Problem Analysis.

    Tip

    To quickly open the dashboard from the home page, mark it as a favorite by using the star  icon. Additionally, after you open a dashboard, it is available under Recently viewed dashboards on the home page.

Panels in the Open Problem Analysis dashboard

PanelsDescriptionExample
Dashboard filtersDisplays the filters to view the information on the dashboard. You can filter the data on the Open Problem Analysis dashboard
by Company.

Open problems

Displays the count of total open problems by the filter.

Critical problems

Displays the count of open critical problems.

Problems with significant/extensive impact

Displays the count of problems with significant/extensive impact.

Known errors with extensive impact

Displays the count of known errors that have extensive impact.

Average age of open problems (days)

Displays the average age of all the open problems in days.

Top 10 support groups with most open problems

Displays the top 10 support groups that have the most open problems.

Problem investigation status

Displays the problem investigation status by problem priority.

You can click the numbers displayed in the panel to view the problem details. The problem details are displayed in the Problem Details - Drill through dashboard.

Problem breakdown

Displays the problem breakdown status. The problem investigation statuses are displayed based on business service, priority, and impact. 

You can click the numbers displayed in the panel to view the problem details. The problem details are displayed in the Problem Details - Drill through dashboard.

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