BMC Helix ITSM Problem Agent Dashboard

The Problem Agent Dashboard shows metrics of all open problem investigations assigned to the logged-in user. The user can use the dashboard to analyze the current workload and prioritize the work accordingly.

Example: View the summary of your open problem investigations based on their status, resolution target date-based status, and priority

Colin, a user, wants to view the total number of open problem investigations assigned to him and their status, resolution target date-based status, and priority. This information will help him analyze his workload and prioritize his work. For example, Colin might want to first work on problem investigations with Critical priority.

Colin uses the Problem Agent Dashboard to view the metrics of his open problem investigations. He can also view the list of these problem investigations and open them from the dashboard.

To view the Problem Agent Dashboard

From the navigation menu, click Dashboards.
Click the Helix ITSM folder and then click Problem Agent Dashboard.

Tip

To quickly open the dashboard from the Home page, mark the dashboard 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.

Problem Agent Dashboard.png

Panels in the Problem Agent Dashboard

The following table describes the fixed panels in the Problem Agent Dashboard:

Panels	Description	Example
All Assigned to Me	Displays the total number of open problem investigations assigned to you. The color of the number changes based on the threshold values set for the number of open problem investigations.
My Assigned Problems per Status	Displays a pie chart representing the number of problem investigations based on their status out of your total open problem investigations. The panel also displays legends with the number of problem investigations based on their status. For more information about problem investigation statuses, see Changing the status for problem investigations and known errors.
Problem Resolution Target	Displays a pie chart representing the number of problem investigations based on their resolution target date out of your total open problem investigations. The categories are the following: No Target Date: Number of problem investigations that do not have a resolution target date assigned. Target Date Missed: Number of problem investigations that have breached the resolution target date. Target Date Approaching: Number of problem investigations with a resolution target date approaching in the next 10 days. Target Date > 10 Days: Number of problem investigations with more than 10 days remaining for the resolution target date. The panel also displays legends with the number of problem investigations based on their resolution target date.
My Assigned Problems Per Priority	Displays a pie chart representing the number of Critical, High, Medium, and Low priority problem investigations out of your total open problem investigations. The panel also displays legends with the number of problem investigations based on their priority.

The following table describes the Dynamic Panel in the Problem Agent Dashboard:

Panels	Description	Example
Dynamic Panel	This panel displays problem investigations based on what you select in the fixed panel. For example, if you click the Critical portion in the pie chart in the My Assigned Problems Per Priority panel, this panel displays the critical problem investigations. By default, the Dynamic Panel displays all open problem investigations assigned to you.

Working with the panels

You can perform the following actions in the panels:

To view the list of open problem investigations assigned to you, click the displayed number in the All Assigned to Me panel. The list of open problem investigations is displayed in the Dynamic Panel.
To include or exclude problem investigations belonging to a specific category from a pie chart, click the legend representing the category to include or exclude the category.
For example, to exclude the problem investigations that are in a Draft state from the pie chart in the My Assigned Problems per Status panel, click the Draft legend in the panel.
To view the list of problem investigations based on a specific status, resolution target date-based status, or priority, click the portion in the pie chart representing that status, resolution target date-based status, or priority. The list of problem investigations with the specific status, resolution target date-based status, or priority is displayed in the Dynamic Panel.
For example, to view the list of problem investigations that are under investigation, click the Under Investigation portion in the pie chart in the My Assigned Problems per Status panel.
To open a problem investigation in BMC Helix ITSM, click its problem ID in the Dynamic Panel.