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Problem

Problem iCube enables you to create ad-hoc reports for analysis. You can use this report to analyze problem details spanning the life-cycle of a Problem.

Description

The left panel, titled, DASHBOARD DATA SETS contain the most common attributes and metrics used for analysis.

You can start your analysis in a variety of ways. For example:

From the right panel, select a visualization type.
Each visualization automatically pulls in enough attributes and metrics to properly depict the chart type.
To achieve the desired analysis, from the DASHBOARD DATA SETS,drag-and-drop attributes or metrics.
Alternatively, you can also begin the analysis by double-clicking the desired attributes and metrics from DASHBOARD DATA SETS to add these items into a grid in the visualization canvas.
Once you have added the desired attributes and metrics, in the right panel, you can change visualization to convert the grid into the desired chart type.
Note: Some visualizations may require a minimum combination of attributes and metrics in order to deliver the expected results.
To remove a metric or an attribute, under the Visualization panel, right-click on the desired metric or attribute and click Remove.

Usage Example

The following example illustrates one of the many analyses you can perform using the Problem iCube :

If you want to analyze month-wise count of closed problems based on their reassignment count, perform the below tasks:

From the DASHBOARD DATA SETS panel,
1. Double-click Closed Problems to add it to a grid.
2. Double-click the Calendar Month attribute to add to the grid.
3. Double-click the Reassignment Count metric to add to the grid.

Note: You can also drag the metrics and attributes and drop them on the Visualization column or under the Visualization 1 (blank page) to add them to the grid.

To change the grid to a chart, in the right panel, from the visualization options, select Bar Chart.
Now drag the metrics and drop them to the Color By section to apply colors to the metric values in the chart.

Tip: You can customize the view of any particular parameter by right-clicking the parameter and modifying to the required format.

Attributes

Expand this link to view the Problem iCube attributes:

Attribute Name	Description
Active Flag	Flag that indicates if the Problem is active
Actual End Date	Date of actual end of work on the Problem
Actual Start Date	Date of actual start of work on the Problem
Application	Name of the application associated with the Problem
Assigned To	Person primarily responsible for working on the Problem
Assigned To Manager	Manager of the person primarily responsible for working on the Problem
Assignee Location	Geographical location of the assignee of the Problem
Assignment Group	Group or team of people primarily responsible for working on the Problem
Assignment Group Level 1	Group or team of people primarily responsible for working on the Problem
Assignment Group Level 2	Group or team of people primarily responsible for working on the Problem
Assignment Group Level 3	Group or team of people primarily responsible for working on the Problem
Assignment Group Level 4	Group or team of people primarily responsible for working on the Problem
Assignment Group Manager	Manager of the group/team responsible for working on the Problem
Backlog Flag	Flag that indicates if the Problem is a backlog
Business Service	Business service that is impacted by the Problem
Business Service Criticality	Criticality of the Business Service associated with the Problem
Business Service Used For	Purpose of the Business Service associated with the Problem
Business Service Version	Version of the Business Service associated with the Problem
Calendar Date	Gregorian calendar date
Calendar Month	Gregorian calendar month
Calendar Quarter	Gregorian calendar quarter
Calendar Week	Gregorian calendar week
Calendar Year	Gregorian calendar year
Change	Change request that is responsible for the Problem
CI Category	Category of the Configuration Item like software, hardware and so on as entered in the source
CI Class	Classification of the configuration item. For example, Business Service, Application, Server, Computer, and Hardware. Computer can be a child class of Hardware, Server can be a sub class of Computer.
CI Type	Type of the configuration item
Close Notes	Closure notes associated with the Problem
Closed Date	Date on which the Problem is closed
Configuration Item (CI)	Configuration item associated with the Problem
Contact Type	Medium through with the Problem was reported
Date	Gregorian calendar date
Department	Department name associated with the Problem
Employee	Name of the employee
Impact	Impact of the Problem
Knowledge Flag	Flag that indicates if the total number of Incidents that have an associated Knowledge article linked
Known Error Flag	Flag that indicates if the Problem is a known error
Location	Location where the Problem is initiated
Met All SLAs Flag	Flag to indicate if the Problem meets all SLAs
Opened Date	Date when the Problem is opened
Opened Hour	Time when the Problem is opened
Overdue Flag	Flag that indicates if the Problem is overdue
Priority	Priority of the Problem
Problem	Unique identifier of the Problem
Problem Number	Number associated with the Problem
Reassignment Count	Number of reassignments counts from one Assignment Group to another
Short Description	Short description about the Problem as captured in the Source System
State	Current state of the Problem
Updated Date	Date on which the Problem was last updated
Urgency	Urgency of the Problem; Measure of the business criticality based on the impact and on the business needs of the customer
Workaround	Workaround associated with the Problem

Metrics

Expand this link to view the Problem iCube metrics:

Metric	Description	Formula	Expected Values
All Problem Tasks	Total number of Problem tasks in a period of time.	Sum ([All Problem Tasks]){~+}	>=0
Avg Age (Days)	Average of the total duration of existence of the Problem. The problem considered could be in any one of the following states: Open, Resolved, or Closed. Note: The calculation of the age differs based on the Status of the Problems. For Open Problems the age calculation is the date difference between the Current Date and the Open Date of the Problem. Whereas for Closed or Resolved Problems, the calculation is the difference between the Problem Resolution/Closed Date and the Open Date of the Problem.	[Sum of Age of Problems (Days)] / [Opened Problems]	>0
Avg Days since Last Update	Average number of days since a Problem was last updated.	[Problem Days since Last Update] / [Problem Backlog]	>0
Avg Linked Incidents	Average number of Incidents linked per Problem.	[Problem Related Incidents] / [Opened Problems]	0 or >0
Avg Open to Close Duration (Days)	The average of the total number of days between the date a Problem was Opened and the date it was Closed.	[Problem Open To Close Duration (Days)] / [Closed Problems]	0 or >0
Avg Reassignments	The average of the number of times a Problem was assigned between Assignment Groups.	[Problem Reassignment Count] / [Opened Problems]	0 or >0
Closed Problems	The number of Problems closed within a period of time.	Count ([Closed Problems]){~+}	>=0
Closed Problems Met All SLAs	The number of Closed Problems that achieved all the SLA duration requirements.	Count ([Closed Problems])<[SLA Met];@2;->{~+}	>=0
Closed Problems Met All SLAs %	The ratio between the number of Closed Problems that met SLA and the total number of Closed Problems. Note: A Problem can have more than one SLA. Only when a Problem meets all the SLAs it is considered to have met SLA.	[Closed Problems Met All SLAs] / [Closed Problems]	0-100
Closed Problems Missed Any SLA	The number of Closed Problems that missed one or more of the SLA duration requirements.	Count ([Closed Problems])<[SLA Missed];@2;->{~+}	>=0
Days Since Last Update	For Open Tasks, the number of days between today and last updated date.	Sum (([Dormancy Age] / 86400))<[Problem Backlog];@2;->{~+}	>0
Dormant Problems	Problems that are inactive for a certain period of time. Note: This is a configurable metric. Based on your business requirements, the Support team can configure the initial setup to tailor the metric suitably. The default time period is 30 Days.	Count ([Opened Problems])<[Dormant];@2;->{~+}	>=0
Known Errors	Count of problems which are occurring due to a known error.	Count ([Opened Problems])<[Known Error];@2;->{~+}	>=0
Opened Problems	The total number of Problems raised or opened in a period of time.	Count ([Opened Problems]){~+}	>=0
Overdue Problems	The count of Problems that have passed the Due Date. Overdue Problems can be of any state including Open, Resolved, or Closed.	Count ([Opened Problems])<[Overdue];@2;->{~+}	>=0
Overdue Problems %	The percentage of Open Problems that have passed the due date and await resolution. Note: This is a configurable metric. Based on your business requirements, Support team can configure the initial setup to tailor the metric suitably.	[Overdue Problems] / [Opened Problems]	0-100
Priority Escalated Problems	The problems that have been moved to a higher level of priority for resolution.	Count ([Opened Problems])<[Priority Escalated];@2;->{~+}	>=0
Problem Backlog	The number of Problems that are not in a completion state as of a specific point in time, such as the end of the working day. By default, this metric includes all Problems that are not yet resolved or closed as of the last Data Refresh.	Count([Opened Problems])<[Problem Backlog];@2;->{~+}	>0
Problem Backlog Met All SLAs	The number of Open Problems that have met the SLA time frames. Note: This is a configurable metric. Based on your business requirements, Support team can configure the initial setup to tailor the metric suitably.	Count ([Opened Problems])<[Open & Met SLA];@2;->{~+}	>=0
Problem Backlog Missed Any SLA	The number of Open Problems that have exceeded one or more of the SLA duration requirements.	Count ([Opened Problems])<[Open & SLA Missed];@2;->{~+}	>=0
Problems Generating Knowledge	Total number of Problems that have an associated Knowledge article linked to it. Note: This is a configurable metric. Based on your business requirements, the Support team can configure the initial setup to tailor the metric suitably.	Count ([Opened Problems])<[Knowledge];@2;->{~+}	>=0
Problems Pending Change	The number of problems pending for a Change resolution. Note: This categorization is done based on the following conditions: The presence of a Change Request reference field in the Problem record and the Problem not being in any of the following completion states: Resolved, Closed and so on.	Count ([Opened Problems])<[Problem Change];@2;->{~+}	>=0
Problems Removed by Change	Count of problems that were resolved through a Change implementation.	Count ([Closed Problems])<[Problem Removed by Change];@2;->{~+}	>=0
Reassignment Count	The number of times a Problem has been reassigned within the assignment groups.	Sum ([Problem Reassignment Count]){~+}	>=0
Related Incidents	Total number of related incidents across problem records.	Sum ([Problem Related Incidents]){~+}	>=0

Related references

ITSA_iCubes

IT Service Analytics