Report : Resolved/Created

[Khanna Ji]

Hi,

Can I show number of incidents created (let say 100) and out of those 98 are closed. So graph should show both data Created vs Resolved tickets in same page?

Like shown below:

100 received and 98 closed

200 received and 150 closed

[Uncle Rob]

Not without first summarizing the data.   You've nailed the classic limitation of using standard reporting.   You'll have some tickets that were

- opened in that period but not closed.

- closed in that period but not opened.

- opened and closed in that period.

That last one is the kicker because its one record that needs to be grouped/counted twice.  

The easiest, fastest, and most robust way to solve this problem is with Performance Analytics, but that's comes at a (very much worth it) premium.   What Performance Analytics will do is create a daily score sheet for all your indicators, only two of which will be opened / closed in each period.

Without Performance Analytics, you're going to need a business rule to summarize the data in the period intervals that you want, and a table to store those summary records in.

[Khanna Ji]

One more thing I noticed is reports does not show data labels on the bar charts or pie charts or any of the chart. Is it also a limitation of reporting?

If you see the excel charting I shared, it has data labels on the bars but those labels will not be visible on servicenow reporting.

[Khanna Ji]

Is it possible with Performance Analytics?

[Uncle Rob]

Haven't tried getting the data labels on the bars specifically (I believe if you highlight the bar/line/whatever it will show as hover over text)

Its certainly MUCH easier to track that kind of metric over time via PA than without.