This documentation supports the 19.11 version of Remedy Smart Reporting, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu of the documentation at IT Service Management Suite Open link .

Out-of-the-box BMC Service Desk Problem Management reports and dashboard

A user can use the following out-of-the-box  Remedy Service Desk(Service Desk) Problem Management reports and dashboard to understand problem activity within the organization. 

Service Desk Problem Management reports

Report nameDescription
Problem Breakdown

Lists the number of problems assigned to each support company based on the business service and priority. In this report, click the number of problems to drill down further.

Problem Detail Drill

Lists problems with details such as problem ID, summary, Business Service, CI, Assigned Group, Created by, impact, Priority, Urgency and Investigation Status.

The filter list is as follows: Assigned Support Company, Business Service, Priority, Investigation Status, Generic Categorization Tier 1, and Impact.

Problem Submitting TrendDisplays a trend chart that shows problem submission trend over period of time (Day, Week, Month, Quarter and Year wise respectively). Accompanying table shows number of problems submitted by Support company by date.
Problem SummaryDisplays a bar chart (with preconfigured drill down) that shows the current status of problems classified by services. The report shows a breakdown by Business Service and can be further drilled down to CI.
Problems By Impact and Root CauseDisplays a pie chart of problems split by Impact (Extensive/Widespread, Significant/Large, Moderate/Limited, and Minor Localized). It displays a second pie chart that is split by Root Cause (Configuration Error, Credit Card, Data Change, Failure, and education required, and so on.). An accompanying table shows a problem count grouped by services.

Service Desk Problem Management KPI reports

Report nameDescription
Problem - Resolution Rate Vs Workaround Rate by Support Group

Displays a column chart report for Problem Management that shows the Problem Resolution Rate (KPI) and the Problem Workaround Rate (KPI) by Support Groups. The chart also includes the mean values for the Problem Resolution Rate (KPI) and Problem Workaround Rate (KPI).

Problem KPI Trend

Displays the trend chart for various Problem Management KPIs. The chart includes the trend calculation based on moving average and forecast and includes the following KPIs:

  • Count of Problem Submitted
  • Major Problems
  • Resolved Problems
  • Problems with Workaround
Problem – Average Open Problem Age and Average Resolution TimeDisplays the Average of Problem Resolution Time (KPI) and the Average Age of Open Problem (KPI). This chart also displays the values for the Problem Workaround Rate (KPI) and the Problem Resolution Rate (KPI).

Service Desk Problem Management dashboard

The Service Desk  Problem Management dashboard is built with the following configuration:

Dashboard nameContent categoryContent sub categoryDashboard filtersDashboard description
Problem DashboardBMC Remedy Operational ReportingProblem Management
  • Submit Date
    • Default value—Last 3 months
  • Business Service

This dashboard includes a list of reports for Problem Management module, for example:

  • Problem Summary
  • Problems by Impact and Root cause
  • Problem submission over a time
  • Problem Breakdown
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