Performance Analytics workflow not displaying long term data.

[daniel179]

Hello ServiceNow Gurus,

I have been trying to configure a RITM SLA % met widget to show a month by month comparison of overall RITM SLA % met. I would also like to add a breakdown to filter by service request. My PA workflow shows a accurate RITM SLA % met, but it does not change and shows the same % going back.

I recently learned about the PA Mantra 'Dates not states' and I think this is a factor with my work.

Looking for some assistance, and thanks in advance for any help and guidance!

The PA Workflow looks like this:

RITM Indicator Source:  Facts Table - task_sla

                              Condition - Task Item [Requested Item] **** Catalog Item = True

Indicator 1 (Number of RITMs resolved in time): Source - RITM Indicator Source

                                                                                  Unit: %

                                                                                  Additional Conditions: None

Indicator 2 ( Number of RITMs not resolved in time): Source - RITM Indicator Source

                                                                                          Unit: %

                                                                                          Additional Conditions: Has Breached is True

Formula Indicator (RITM SLA % Met): Formula ( [[Number of RITMs resolved in time]] / [[Number of RITMs not resolved in time]] ) * 100

Widget: Indicator - RITM SLA % met

                                 Type: Time Series

                                 Visualization: Line Chart

                                 Time Series: By month AVG

                                 Date settings: Period - 1 year

[AndersBGS]

Hi @daniel179 ,

As far as I understand you, your configuration is working as expected for new RITMs, but you can't get it to work for old RITM's . Is that correct? If yes, when was the RITM SLA configured? If the RITM SLA was configured in newer time, it will not show anything for RITMs where SLA is not initiated. 

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

Best regards

Anders

[Bert_c1]

@daniel179 You may need to run a Historical Data collection job, to process 'older' records. Provided as Anders states that there is data for the time period in question.

[daniel179]

Thank you for the responses, I have the historic job configured to run as a relative 12 months ago and I have RITM SLAs going back that far as well.

I manually calculated the month of FEB and I show SLA % met was 100% but the widget still displays 83%.

[daniel179]

Hello all,

I wanted to come back and add an update to this. I was able to successfully solve the issue I was running into, by adding an additional condition to the Indicator source of, Created On This Month, as well as another condition to ignore cancelled RTIMs. With a historic job going back 8 months I was able to see a month to month comparison of RITM SLA % met.

Updated Indicator Source workflow that resolved my issue:

RITM Indicator Source:  Facts Table - Task_Sla

                              Condition - Task Item [Requested Item] **** Catalog Item = True

                              Condition - Stage IS NOT Cancelled

                              Condition - Active IS False (As I don't want current open RITMS that could potentially Breach SLA)

                              Condition - Created ON This Month