CSM Portal Report Showing Different Averages for Customers

[SNow_99]

Hi everyone,

I created an Average First Response Time report on the sn_customerservice_case table in ServiceNow CSM using reports module and placed it on the customer portal to show this month’s overall team performance. To calculate the metric, I used a Report Function field that computes datediff(opened_at, first_response_time) and stored the result in a calculated/report field called First Response Time1. The report filters are: First Response Time is not empty, number starts with “CS”, and Created This Month.

The report works as expected for agents and admins, showing the correct overall average across all cases. However, when customers view the same report on the portal, the value changes dynamically. Each customer sees a different average instead of the overall average as per the report.

Is there a supported way to display a true global KPI from sn_customerservice_case on the portal for customers without being affected by case visibility rules? 

Thank you.

[Mark Manders]

No. By default, all customers only have access to their own data. And what reports do is validate the access a user has. It will need permission to see all the parts of the query behind the report. That means fields (and if those fields are references, also the table they reference). And because a lot of logic is taking care of customers only seeing their own data, the part that queries to the case table blocks the content of other cases than their own. That's also including your 'report function field'.
You do not want to mess with that!!

The only thing you could do is to do the calculation in the background and not in the report. Put that 'average' as a field on the case or account record and report on it. In fact: you could do a monthly update where you calculate the over all and put that visible for the customers to compare it with their own.