Incident Response/ Resolution percentage

swapnil15
Tera Contributor

‎05-23-2024 03:58 AM

Hi,

I am new to performance analytics and indicators. I have a widget on the dashboard which when clicked, shows the data of report for the incidents that are resolved within and outside SLA. But this doesn't show the historical data.

swapnil15_0-1716461897669.png

 

 

I want to create two widget indicator on dashboard, which will show:


1. % SLA Inc Resolution= total incidents resolved in time/total of resolved incidents mixed (with/ without time) 

2. % SLA Inc Response= total incidents response in time  / total of resolved incidents mixed

3. % RITM Fulfilled = total RITM resolved in time / total of resolved RITM mixed

 

Can anyone guide me on how to do this?

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎05-23-2024 04:28 AM

Hi @swapnil15 

 

Hope the data collector jobs running properly.

 

https://www.servicenow.com/community/platform-analytics-forum/pa-historical-job-not-collecting-previ...

 

https://www.servicenow.com/community/platform-analytics-forum/performance-analytics-how-to-run-histo...

 

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Dr. Atul G. - Learn N Grow Together
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