Service Now Dashboard Monitoring Report

[vinvirtucio]

Hello Team,

I'm just wondering if you could help me with my issue, i'm having a trouble with getting the right number for the reports that i will be using for forecasting. We've recently migrated from Cherwell Ticketing tool to Service Now (Vancouver). Im trying to create my own dashboard similar to the conditions applied in Cherwell but i cannot get the right number, i'm lost with selecting conditions.

Below are the previous conditions for all tickets coming in and out of service desk's bucket

Service Now Version:

What i currently creating:

I hope someone from this community will help me with this.

Thank you in advance!

[Mark Manders]

First of all: make sure you get one of the task types complete. Searching for Incident OR Catalog tasks where incident.channel is something, will never return catalog tasks. Get your 'task is incident' included with the channel and create an OR for the catalog tasks. 

Secondly: the state part is a very tricky thing in ServiceNow when you are querying on the task table. The report will not look at the display value (ie resolved), but at the technical, underlying, value: '7'. If you select a state on task level that is different on incident level, it just won't return it. 

Best way to deal with this, is to create a dashboard with separate reports for the specific tables (if you really need to report on those states). 

[vinvirtucio]

Hi Mark,

Thanks for the feedback, does this mean it will be easier if i will create a separate report for Incident and Catalog Task (SCTask)? 

[AndersBGS]

Hi @vinvirtucio ,

It will be quite easier to make the right conditions, since some fields is only on the incident / sc_task table where other fields are extended from the task table. But basic you can do either way, it just depends on what you actually would like to see. 

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

best regards

Anders 

[AndersBGS]

Hi @vinvirtucio ,

I would assume that the conditions that you have made are what that is causing the numbers to be incorrect. You need to modify the conditions so instead of using small "or" you should big "OR". So basic state: this, this and this is the condition OR this, this and this is the condition.  

What is it that you exactly would like to see in the report?

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

best regards

Anders