Why Standard Reporting FailsOOB incident dashboards and reports can show open incidents, but by default, they don't retain a historical "as of week" snapshot—meaning if an incident is created in December 2024 and resolved on a Tuesday of the second week in 2025, it would not display as active on the first Monday of 2025 unless you carefully account for state transitions���.Key Techniques for the RequirementSnapshot/Historical Reporting: What you need is a report/dataset that shows all incidents that were in the desired states ("new", "in progress", "on hold") on each Monday—effectively "point-in-time" or "as-of" reporting���.Using the Metric or Metric Instance Table: ServiceNow tracks state transitions on the incident_metric or metric instance tables. These can help you build point-in-time queries (e.g., "Which incidents were active on X date?"), although may require scripted or advanced Performance Analytics setup��.Custom PA Indicator/Scripted Source: Performance Analytics can support this requirement with historical collections and scripted indicator sources, but must be configured to collect status per week (e.g., every Monday) including open incidents, even if created earlier��. Setup may involve custom scripts or complex filters, and ensuring data is backfilled for the period of interest.Typical Steps for ImplementationCreate or Use the Right Indicator Source:Use the incident table, but ensure the filter includes all open states and does NOT filter on created date.For accurate "as of" reporting, consider scripted sources or supplement data with records from the metric tables.Collect Data on a Weekly Basis:Set up a Performance Analytics collection job specifically to collect data every Monday (can be historical load for 2025, or scheduled moving forward).Make sure snapshots record not just counts but lists of incidents in the targeted states each week.Build the Dashboard:Create a widget for each required state and point it to your weekly snapshots.Allow drill-down to see the list of incidents that were in each state as of each Monday.Additional Resources & WorkaroundsIf Performance Analytics setup isn't possible, exporting metric data for external analysis (e.g., in Excel or BI tool) may be another option.Some ServiceNow customers script scheduled jobs to take weekly "snapshots" into a custom table for this purpose.Use the incident_metric table to create custom reports indicating for each incident its state at chosen dates (may require reporting or scripting skills)��.ReferencesFiltering for unresolved incidents by week: service dashboard advice��Using PA and widgets for open/closed/on-hold by week: best practices and limitations��Using incident metrics for state duration and point-in-time: custom reporting tips��
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