Help Needed with Incident Aging Pivot Report Structure

[SidduChittaragi]

Hi All,

I tried implementing Incident Aging and was able to include the Aging field in the report.

However, I have a slightly different requirement. Along with Aging, I also need to display Priority and State separately in the report. Currently, when I add them, they get stacked/grouped hierarchically (Assignment Group → Priority → State) in the Pivot report.

What I’m trying to achieve is a flat structure similar to below:

Assignment Group | Priority | State | 0–3 days | 3–7 days | 7–15 days | 15–30 days | 30+ days

Instead of Priority and State getting nested/grouped under Assignment Group.

Is there a way to achieve this in ServiceNow reports?

Thanks!

[PavloG]

Maybe you'll this helpfull

Pivot report nests Priority and State as hierarchical column headers instead of flat row attributes:

Current (wrong):

Assignment Group → Priority → State → [Aging buckets]

Target:

Assignment Group | Priority | State | 0–3 days | 3–7 days | 7–15 days | 15–30 days | 30+ days

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Root Cause

Priority and State are configured as Column group fields. Pivot nests all column groups hierarchically — this is a fundamental ServiceNow pivot behavior, not a bug.

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Fix (Native Pivot Report)

Move Priority and State from Columns to Rows.

Setting Wrong Config Correct Config

Row groups	Assignment Group	Assignment Group, Priority, State
Column groups	Priority, State, Aging Category	Aging Category only

Each row will represent a unique Assignment Group + Priority + State combination. Aging buckets appear as columns. This is the flat structure shown in the target layout.

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Step-by-Step (Report Designer)

1. Open the existing Pivot report → Edit
2. In Group By (Rows) — add Priority and State after Assignment Group
3. In Group By (Columns) — remove Priority and State, keep Aging Category only
4. Save and run

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Alternative Options (if pivot still doesn't fit)

Option Layout Match Effort Notes

List report	Partial	Low	Shows individual records, no count rollup
Calculated priority_state field	Close	Medium	Merges Priority + State into one column
Performance Analytics widget	Exact	High	Requires PA Premium license
Export to Excel, pivot there	Exact	Low (one-time)	Best for ad-hoc; not self-serve in ServiceNow

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Recommendation

Use the row-group fix first — no custom code, no license needed. If business needs scheduled/self-serve reporting with exact layout, escalate to Performance Analytics.