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Problem Keyword

Problem Keyword iCube enables you to analyze Problem tasks based on their descriptive text or keywords.

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:

1. From the right panel, select a visualization type.  
   Each visualization automatically pulls in enough attributes and metrics to properly depict the chart type.
2. 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.
3. 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 examples illustrate one of the many analyses you can perform using the Problem Keyword iCube :

If you want to analyze count all the problem tasks and the task priorities on a particular date, perform the below tasks:

1. From the DASHBOARD DATA SETS panel,
   1. Double-click All Problems to add it to a grid.
   2. Double-click the Date attribute to add to the grid.
   3. Double-click the Task Priorities attribute 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.

2. To change the grid to a chart, in the right panel, from the visualization options, select Bar Chart.
3. 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 view of any particular parameter, right-click the parameter and modify to the required format. For example, if you want to view the Average Calls Per Agent view in a percentage format, right-click Avg Calls Per Agent, point to Number Format and select the required format from the drop-down list.

Attributes

Expand this link to view the Problem Keyword iCube attributes:

Attribute Name	Description
Assigned To	Person primarily responsible for working on the Problem
Assigned To Manager	Manager of the person primarily responsible for working on the Problem
Assignment Group	Group or team of the person primarily responsible for working on the Problem
Assignment Group Manager	Manager of the group to which the Assignee belongs
Calendar Month	Gregorian calendar month
Configuration Item	Configuration item associated with the Problem
Contact Type	Source type of the Problem contact type
Date	Gregorian calendar date
Employee	Person who has opened the Problem
Known Error Flag	Flag that indicates if the problem is a known error
Opened Hour	Hour at which the Problem is opened
Priority	Priority of the Problem
Problem	Unique identifier of the Problem
Problem Keyword	Keyword being analyzed
Problem Number	Number associated with the Problem
State	State of the Problem
Text Type	Text type of the Problem keyword
Urgency	Measure of the business criticality based on the impact and on the business needs of the customer

Metrics

Expand this link to view the Problem Keyword iCube metrics:

Metric Name	Description	Formula	Expected Values
Problems with Keywords	Total number of Problem tasks in a period of time.	Count ([Problems with Keywords Fact])	>=0