Creating a Performance Analytics Widget Showing Top 10 Cases Grouped by Contact First Name

[SK07]

Hi Community,

I’m working on creating a Performance Analytics widget for my table 'sn_customerservice_case', which extends the Task table. My goal is to build a column chart widget that displays the top 10 cases.

• On the X-axis, I want to show the Contact’s First Name (not the full name).
• On the Y-axis, I want to show the total count of cases for each first name.

What I’ve tried so far:

• Created a contact breakdown and mapped it to the contact.firstname field of my table. This didn’t work as expected.
• Then, I mapped the breakdown to the contact field instead, which works but groups by the full contact name, not just the first name.

My question:
How can I configure the breakdown or the widget so that it groups and displays the cases by the first name only (i.e., contact.firstname), not the entire contact record or full name?

Any help, tips, or best practices to achieve this in Performance Analytics would be greatly appreciated!

Thanks in advance!

[G Ponsekar]

Hi @SK07 ,

I think you need to create manual breakdown and populate with scheduled job

Check this community thread: https://www.servicenow.com/community/platform-analytics-forum/how-can-i-create-a-breakdown-that-show....

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

Thanks, GP