Workload trend report (time-of-day, day-of-week)

[williamsun]

I just thought I would share something I recently discovered after 6 years of using ServiceNow.

Did you know that you can pull a trend chart to show the load balance of incidents created grouped by the time-of-day or day-of-week?

I didn't, I had actually previously pulled data to excel and manually worked with formulas to make this report, little did I know the functionality is within ServiceNow reporting, out-of-box.

To do this just simply create a New Report type "Trend chart" and make your trend field be "Opened per Hour".

Make sure your "Other threshold" is set to "Show all"

What you get is a report that shows you all incidents by what time they were opened.

Very useful for making a case for extra resources on non-business hours or even for reviewing workload with your Service Desk team.

Also useful, you can make the trend field "Opened per Day" and you get the same but divided by day of week created.   So actually, which is really your busiest day?   how many incidents do you really open on Sundays?

I am attaching a print screen for both of these scenarios.

I know I might be discovering warm water here, but thought that this might be useful to new users, and maybe a couple seasoned admins that might not have know this (like me)

William.

[ragerber]

Thanks William.

What I want is a combination of the two: A breakdown by hour of the day for each day of the week. Is this possible?

Richard

[williamsun]

Off the top of my head you would need to create one report per day of the week, or maybe one for weekdays and another for weekends.

Although, this would be obtainable through a Pivot type of report, I am not sure the breakdown of the time of day or day of week are there as in with the Trend chart.

[faisal_dadabhoy]

Hello William, Thanks for sharing, i did not know you could generate trend report based on time-of-day or day-of-week

[angela_pouliot]

Hello William.   Thank you so much for posting this.   It was exactly what I was looking for today after management asked for reporting to show the % of Change Mgmt tickets implemented per Day of Week.