How to build backlog trends reports by std. reporting

[BijoyDeb]

Hi all, 

I have requirement to build some reports by std. reporting in servicenow.

Below are the few reports which i'm not sure how to create.

Please let me know columns that can be used. Thanks in advance!!

1. Number of unresolved incidents over the time

2. Average cost incurred for resolving each incident

3.Average time taken by agent to resolve the incident

4. Agent utilization rate (Time spent on handling tickets by total available time)

5. CSAT = Customer Satisfaction Score

[AndersBGS · Accepted solution]

Hi @BijoyDeb ,

1st report:

Create a time series report based on the incident table with the condition "state is not on of resolved, closed or cancelled.

2nd report: 

How will you calculate the cost? No OOTB field can help you do this?

3rd report:

You can't calculate an average in the report designer - here you need performance analytics instead, due to the reason that "average" is of multiple incidents

4th report:

Where do you have the availability time? Where do you have the time spend on an incident?

5th report:

asmt_metric_result table holds the score of the customer satisfaction surveys.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders 

[AndersBGS · Accepted solution]

Hi @BijoyDeb ,

1st report:

Create a time series report based on the incident table with the condition "state is not on of resolved, closed or cancelled.

2nd report: 

How will you calculate the cost? No OOTB field can help you do this?

3rd report:

You can't calculate an average in the report designer - here you need performance analytics instead, due to the reason that "average" is of multiple incidents

4th report:

Where do you have the availability time? Where do you have the time spend on an incident?

5th report:

asmt_metric_result table holds the score of the customer satisfaction surveys.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders 

[BijoyDeb]

@AndersBGS , Thanks for replying.

For 3rd report, what if i create a report on metric_instance table for metric definition which has logic to create instances when incident is resolved.
And then i will group this data by assigned to.

Is it feasible?

[AndersBGS]

Hi @BijoyDeb ,

Will still not work as metric only gives you one point in time - you need two (start and end) to see the resolution time and a sum divided by count of several incidents to see the average. You could create an SLA to get the duration, but you still need performance analytics to calculate an average. 

by the way, actual agree with @Mark Manders on report number 1 as you need to see how many incidents is resolved over time.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders 

[Mark Manders · Accepted solution]

1. You need PA. Standard reporting doesn't show this

2. How do you calculate cost on an incident?

3. Depends what exactly the requirement is. If it's a report by agent, it will be difficult. Maybe the metrics table can help (metric on assigned to and create a DB view with that on the incident_sla table to get the actual business duration of the incident). Or is there another way you register this?

4. How do you calculate the time spent on handling tickets? Do you use resource management/time cards?

5. How do you collect CSAT?

When you ask questions on the community, please realize that ServiceNow is a very dynamic platform that can be utilized in so many different ways, it makes it impossible to guess what your configuration/setup looks like. To answer your question we really need way more information.