Problem Manager Dashboard for IT Services

Available in: Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

The dashboard answers these questions:

New and Closed Problems

• What's the total number of new problems created in the last 8 days?
• What's the total number of new problems closed in the last 8 days?
• How does the trend of new problems compare to the trend of closed problems over the last 8 days?
• What is the distribution of new problems by priority in the last 8 days?
• What is the distribution of closed problems by priority in the last 8 days?
• What is the distribution of new problems based on assignee in the last 8 days?
• Who are the top filers of closed problems in the last 8 days?

Open Problems

• What is the breakdown of open problems by priority?
• What is the breakdown of open problems by category?
• What is the breakdown of open problems by fulfiller?

Resolved Problems

• What is the average time to close problems, broken down by priority?
• What is the distribution of problem resolution by code?
• What is the problem resolution time for different fulfillers?

Problems Needing Attention

• Which problems are currently breaching their SLA?
• Which problems are currently not assigned to a fulfiller?
• What is the count of SLA breaches by different fulfillers?

Problem Table

• The Problem Table provides details of all the problems with key information such as subject, assignee, and priority.