Custom report or custom fields?

[matthew_magee1]

Hi all,

I have a requirement to create a pivot report based on the INC table and any PRI 1/2 INC where there is an unplanned outage.

For example, take Application01. Someone submits a PRI1 INC against that app and the user reports an outage (unplanned).

Let's say it was down for 2 hrs. So for a given week, the % it was down was 1%, or 99% up and operational.

I get this by taking the number of hours of the outage and dividing it by the number of hours in a week

I read How To Make Custom Pivot Tables and this is a great source of creating pivot tables.

I could probably get this to work   eventually but wanted to get some input.

Option A: Follow an example outlined by Travis (again, nice job w/ the vids and example)

Option B: Create a field on the INC table and have a business rule calculate the unplanned outage percentage and populate the field.

Here's a simple interpretation of what the customer would like (it doesn't have to be exactly be like this):

Any thoughts/suggestions?

Thanks in advance!

[Slava Savitsky]

Hi Matthew,

ServiceNow has everything you need to get this done without re-inventing the wheel. With Service Portfolio Management you can define a portfolio of services and service offerings, track outages, and report on service availability. Here is the corresponding product documentation:

Service Portfolio Management

Availability report

[matthew_magee1]

Hey Slava,

Thanks for the quick reply. I took a look the service Portfolio Management documentation. We are using SLA's for our INC tickets already so I'm somewhat familiar with the functionality.

So here is where my concern is:

All of our apps are listed as a choice list on the INC form. They should be up 100% of the time.

Can I still use the SPM to report up/down time for an app that is listed as a choice list option on the INC form?

Matthew

[Slava Savitsky]

Is that a custom field? I would recommend using the out-of-box fields "Business Service" and "Configuration Item" instead. If you do it consistently across all your processes, that will save you a lot of headache when it comes to enhacements, new processes, reporting, etc.