Performance tab in CSM/FSM Workspace

[Diana Cunha]

Hi, 

does anyone know how to have the reports shown in this tab in the CSM/FSM Workspace?

Already installed the PA - Content Pack - Customer Service - Advanced plugin and executed the following scheduled jobs:

- [CS] Customer Service Daily Data Collection 

- [CS] Customer Service Historic Data Collection 

Nothing seems to work, though.

According to this doc they are available: CSM Landing Page (servicenow.com)

Thanks in advance

[James Chun · Accepted solution]

Hey @Diana Cunha,

Are you asking why there is no data displayed in the two reports under 'Performance'?

If so, it's most likely because no data meets the filter/condition.

Can you make sure that there are data that meets the following conditions:

• Met SLA
  Table: Task SLA [task_sla]
  Filter = Task Task type = Case and Stage != Cancelled and SLA definition Type = SLA and Task Closed on Last 7 days and Task Assigned to is {current user}
• Reopened cases
  Table: Case [sn_customerservice_case]
  Filter: Case Report Reopen Count > 0 and State = Closed and Assigned to {current user} and Closed on Last 30 days

Cheers

[Diana Cunha]

Thanks for letting me know the filters. Really helped!

Thank you