Dashboards&Reports

[HonoreK]

Hello everyone,

I hope my question finds you all wee. I am working on creating Dashboards and reports for my Team on ServiceNow and I found myself kind of stuck. I need help with creating a Dashboard can will provide further insight on how my Help Desk Team is addressing tickets, the type of tickets, and the length of time it takes to take action on tickets.

• Identifying whon on my Team is answering which type of questions and which ones are passing them along.
• Identify who breaks the various SLA's the most
• Who takes the longest to assign tickets.

If please someone can help me with a Demo or something that's quite similar to my inquiry I would really appreciate that.

Thank you all and I look forward to your assistance.

[Dr Atul G- LNG]

Hi @HonoreK 

• Identifying whon on my Team is answering which type of questions and which ones are passing them along.

Atul:  How you are keeping / storing questions? Is it on Incident or where is SN?

• Identify who breaks the various SLA's the most

Atul: It is not straight forward to find out, but if you want, you can create OLA for team and then you can findout. But there is no field or relationship between SLA - OLA ( No mapping in these 2)

• Who takes the longest to assign tickets.

Atul: Create the metric on Assignment group and then create report of metric and Incident table to build this report

[HonoreK]

Hello @Dr Atul G- LNG, thank you for your response. 

All the questions are kept in the incident.

How do I go about creating this "Create the metric on Assignment group and then create report of metric and Incident table to build this report" is there a link of a video I can watch or a reference that can help me get to some useful informations.

Do you think you can direct me to a video on youtube that's similar to my inquiry?

Thank you

[Dr Atul G- LNG]

HI @HonoreK 

All the questions are kept in the incident.

Atul: Are these variables or Fields?

How do I go about creating this "Create the metric on Assignment group and then create report of metric and Incident table to build this report" is there a link of a video I can watch or a reference that can help me get to some useful informations.

Atul: The OOTB Metrics are here:

https://youtu.be/Agw0HNuqe2M

https://www.servicenow.com/community/platform-analytics-forum/creating-a-report-using-metrics-table/...

https://www.youtube.com/watch?v=NHL1ckMKiEg&pp=ygUnY3JlYXRlIHJlcG9ydCBmcm9tIG1ldHJjaXMgaW4gU2Vydmljb...

Do you think you can direct me to a video on youtube that's similar to my inquiry?

[HonoreK]

Hello @Dr Atul G- LNG , Thank you very much for you response.

All the questions are kept under the incidents form.

Would you please share more info with me on how to "Create the metric on Assignment group and then create report of metric and Incident table to build this report" 

Is there any link out there that can lead me to a demo of my inquiry like something similar? A youtube video will be very helpful

Thank you very much for taking the time helping me