Using a Different Week Start for Reporting than Global Week

[natalyawaye_fmi]

Hello,

I have a team that is looking to report on Incidents/SLAs for their team using a weekly filter, however their metrics are set for a Sunday-Saturday week, versus the Company's weekly start which is Monday-Sunday. We have Performance Analytics. I'm trying to find a solution that does not require changing the global setting or creating a custom field. I'd prefer to use OOTB functionality if possible. 

Currently on Zurich.

[Abhishek Pal]

Hi @natalyawaye_fmi ,

Yes, you can achieve this OOB in Zurich without changing the global week-start setting and without creating a custom field.

For Performance Analytics, the recommended approach is to use a Business Calendar specifically for this team.

Do not change:

glide.ui.filter.first_day_of_week

That property is instance-wide and would affect the company's existing Monday-Sunday reporting. ServiceNow also warns that changing the week-start property after weekly PA scores have been collected can require those scores to be recollected.

Recommended approach:

1. Create a team-specific Business Calendar

Navigate to:

Business Calendar > Business Calendars

Create something like:

Name:
Support Team Reporting Week

Label:
Support Week

Time zone:
Use the same reporting/PA collection timezone used by the team.

2. Define Sunday-Saturday periods

Create Business Calendar Entries where each period represents:

Sunday 00:00:00
through
Saturday 23:59:59

For example:

Support Week 32
Start: 2026-08-02 00:00:00
End: 2026-08-08 23:59:59

Support Week 33
Start: 2026-08-09 00:00:00
End: 2026-08-15 23:59:59

Business Calendar entries can also be generated programmatically using the OOB BusinessCalendarGeneratorUtil when you need to generate many future periods.

3. Add useful Business Calendar Filter Options

On the Business Calendar, create filter options such as:

Current Support Week
Period = 0

Previous Support Week
Period = -1

This gives you calendar-relative filtering based on your Sunday-Saturday periods instead of the company's standard week.

4. Create a Business Calendar Group

Navigate to:

Business Calendar > Business Calendar Groups

Create:

Support Team Reporting Calendar

Add the Support Team Reporting Week calendar to this group.

Performance Analytics and Reporting use Business Calendar Groups when working with custom calendars.

5. Configure the PA Indicator Source

Rather than changing the existing corporate Incident/SLA indicator source, copy it for this team's metrics.

For example:

Incidents - Support Team - Sunday Week

Configure:

Facts table:
Incident [incident]

Conditions:
Assignment group = <Support Team>

Calendar:
Support Team Reporting Calendar

Do the equivalent for Task SLA [task_sla] if SLA metrics are being collected separately.

6. Configure the indicators

Create or copy the required indicators and use:

Calendar:
Support Team Reporting Calendar

Calendar frequency:
Support Week

The result is:

Company indicators
-> Monday-Sunday

Support Team indicators
-> Sunday-Saturday

Both can coexist without changing the global week configuration.

7. Configure PA collection

For business-calendar indicators, the data collection job can run based on:

Business Calendar: Entry Start

or:

Business Calendar: Entry End

For a completed weekly KPI, I would normally collect after the Sunday-Saturday period has ended.

8. Recollect historical scores if required

Existing weekly PA scores collected against the standard Monday-Sunday calendar cannot simply be reinterpreted as Sunday-Saturday.

If historical Sunday-Saturday metrics are required, run historical data collection for the new business-calendar indicators.

Important distinction:

If the dashboard currently uses a standard relative date filter such as:

This week
Last week

that standard filter follows the platform's global week definition.

Do not use that filter to represent the team's Sunday-Saturday PA week.

Instead, use the Business Calendar period/filter configuration or the PA indicator periods associated with the team's Business Calendar.

Also, this only changes the reporting period. It does not change:

- SLA schedules
- SLA calculations
- Incident business logic
- Company-wide week settings

Recommended architecture:

Existing company reporting
-> Standard Calendar
-> Monday-Sunday

Support team reporting
-> Custom Business Calendar
-> Sunday-Saturday

This is the OOB approach I would recommend for your requirement.

Official references:

Business Calendars:
https://www.servicenow.com/docs/r/zurich/platform-administration/time-configuration/business-calenda...

Create a Business Calendar:
https://www.servicenow.com/docs/r/zurich/platform-administration/time-configuration/create-business-...

Business Calendar Groups:
https://www.servicenow.com/docs/r/zurich/platform-administration/time-configuration/create-business-...

Business Calendar Filter Options:
https://www.servicenow.com/docs/r/zurich/platform-administration/time-configuration/define-business-...

Performance Analytics Indicator Sources:
https://www.servicenow.com/docs/r/zurich/now-intelligence/performance-analytics/c_IndicatorSources.h...

Automated Indicators with Business Calendars:
https://www.servicenow.com/docs/r/zurich/now-intelligence/performance-analytics/t_CreateAnAutomatedI...

Hope this helps!

If this response helped, please mark it as Helpful.
If it resolves your issue, please Accept it as Solution.

Kind Regards,
Abhishek Pal