Activity Tracking on incidents

[Joshuu]

Hi All,

I have the below requirement to track on incidents.

How many tickets each person is closing each week.
How many tickets each person is working each week.
How much time spending on tickets each week.
Dashboard view that can be exported to PDF or Excel
Also ability to view per day/month/quarterly/year
Email report out to a specific person every Friday

Could anyone help me? How to proceed with this?

Thank you in Advance.

[Punit S]

Hi Priya,

To track the metrics mentioned in the requirement, you can follow these steps:

1. Create a report that shows the ticket count, time spent, and work notes for each user. Use the filter to only show tickets closed in the last week.

2. Create a dashboard that includes the report from step 1, along with any other metrics you want to track. You can use the built-in widgets in ServiceNow to display the data in various formats like charts, tables, and gauges.

3. Create a scheduled job that runs every Friday and sends an email report to a specific person. You can use the built-in email notification functionality in ServiceNow to send the report.

4. For per day/month/quarterly/yearly views, you can use the time series functionality in ServiceNow reports and dashboards. This will allow you to view the metrics over different time periods.

To create the report and dashboard, you can follow these steps:

1. Go to the ServiceNow Report Designer and create a new report.

2. Add the necessary fields to the report, such as the ticket count, time spent, and work notes.

3. Set the filter to only show tickets closed in the last week.

4. Save the report.

5. Go to the ServiceNow Dashboard Designer and create a new dashboard.

6. Add the report from step 4 to the dashboard, along with any other metrics you want to track.

7. Configure the dashboard widgets to display the data in the desired format, such as charts, tables, and gauges.

8. Save the dashboard.

To create the scheduled job, you can follow these steps:

1. Go to the ServiceNow Scheduled Jobs module and create a new job.

2. Set the job to run every Friday.

3. Configure the job to send an email report to a specific person.

4. Set the email report to include the dashboard from step 5.

5. Save the scheduled job.

Here are some examples to illustrate the steps I outlined:

1. Create a report to track tickets closed by each person each week:

• Navigate to the "Reports" module in ServiceNow
• Click "New" to create a new report
• Select the "Incident [incident]" table as the data source
• Choose the appropriate columns to display, such as "Assigned to", "Closed at", and "Incident number"
• Add a filter to show only incidents closed in the last week
• Group the report by "Assigned to"
• Save the report and share it with the relevant users

1. Create a report to track tickets worked on by each person each week:

• Follow the same steps as above, but instead of filtering by "Closed at", filter by "Updated" to show incidents that were worked on during the last week
• You can also add columns to display the total time spent on each incident, so you can use this report to track both tickets worked on and time spent

1. Create a dashboard to display the reports and other relevant information:

• Navigate to the "Performance Analytics > Dashboards" module in ServiceNow
• Click "New" to create a new dashboard
• Add widgets to display the reports you created in the previous steps
• You can also add other widgets to display key performance indicators (KPIs) such as average time to resolve incidents or incident volume trends
• Save the dashboard and share it with the relevant users

1. Schedule an email report to be sent every Friday:

• Navigate to the "Scheduled Reports" module in ServiceNow
• Click "New" to create a new scheduled report
• Select the report you want to schedule
• Choose the appropriate frequency (e.g. weekly) and day of the week (e.g. Friday) for the report to be sent
• Specify the recipients of the report and any additional settings
• Save the scheduled report

These are just some basic examples to get you started. You can customize the reports and dashboard to meet your specific requirements, such as filtering by different fields or grouping the data differently. Additionally, you can use Performance Analytics and other tools in ServiceNow to further analyze the data and gain insights into your incident management performance.

Please mark my answer as a solution/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal.

Thanks,
Punit

[Joshuu]

Hi @Punit S ,

Thank you very much for your response.

I will try this and get back incase of anything.

Thank you.

[Punit S]

welcome Priya, 

Please mark my answer as a solution/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal.

Thanks,
Punit