Average number of incidents per user

[grzegorzch]

Hello community!

I have to make one report that should show average number of incidents per user (for example in one week).

I 've tried to do it like on the picture below, but it's showing me strange values , which I do not actually understand what do they show

Does anybody know , how   to make this report ?

Thank you in advance !

[simonw]

Hi Grzegorz,

Could you be more specific about "average number of incidents"?

The reporting screen you're using could show you the number of incidents assigned to users (change the aggregate operator to sum).   I'd also suggest adding a filter, for example Created after 7 days ago.   This would give you a realtime snapshot of the current position, not a trend over time.

If you need to see trends, I'd suggest looking at the Performance Analytics plugin or Trend Charts.   These require a bit of customisation, but as a simple use case you could capture the number of open incidents every hour and then report on the average number of open incidents over a week to see where you have peaks in activity.

The Wiki pages for PA are http://wiki.servicenow.com/index.php?title=Performance_Analytics#gsc.tab=0

and for the older Trend Jobs and Charts I'd suggest starting here https://community.servicenow.com/people/MB/blog/2011/04/11/2477

Kind regards,

Simon

[Jeffce]

Do you have any filters set up, I don't see any in here??

Regards

JJ

[Uncle Rob]

Am I right in guessing that the values are strange because they're either words, or very low numbers?
That's because you're taking the Average of State, not the Average of the Counts of State. You need a series of counts before you can average.

Pivot table might not be the right choice for this.   Since your axis are Assigned to and State, what are you averaging in the cell?   There aren't multiple values with which to average.   There can only be a count.   Its much like asking: "Hey Robert, how many tickets do you have in your queue that are Waiting on Customer".   I tell you 5.   What's the average of 5?

So what element are you attempting to average *across*?
- for each user, are you looking for that user's average count over a date range?
- are you looking for a single number that is the average of all users current counts?