Reporting: Active on specific date?

[rpowell]

Is there a way to report on tickets that were Active on a specific date in the past? I'm pretty comfortable with the reporting system in ServiceNow, but this one eludes me.

My management would like to show that we had X number of tickets active on Jan 1, then Feb 1, etc. to show backlog trending.

Example:

Date	Assignment Group 1 - Active	Assignment Group 2 - Active
Jan 1	150	50
Feb 1	175	30
Mar 1	125	75

Is there a way to do this?

[Pradeep Sharma]

Hi Ryan,

You should be able to report with help of Metrics.

http://wiki.servicenow.com/index.php?title=Metric_Definition_Support

[Chuck Tomasi]

Hi Ryan,

Sounds like you might have a good use case for Performance Analytics. It's built for just such information. More than just "Is our backlog going up or down", but you can get in to the process logic that may be driving that, including breakdowns by category, region, department, group, etc.

Performance Analytics - ServiceNow Wiki

We ship with a free set of indicators and breakdowns for incident to let you try it out. Expanding to other applications and trends is a paid product.

[donrb5]

I think this might work (still trying to figure out how to proof it).

Resolved set to After the date and time desired.

Or Active is True if still open

and finally

Opened set to Before the date and Time desired

Resolved After or Active is True means is for the date you want to report on