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.

[giovanni3]

Hi William,

Thanks for sharing how to generate a trend report based on time-of-day.   I'm trying to do a line graph based on a time field.   The parameters are...

Type: Line

Group by: None

Trend by: Production Date

Per: Date

Aggregation: <I've used SUM and Average but either one doesn't show the field that contains the time>

Any suggestions would be appreciated!

[williamsun]

I am not sure I understand what report you are going after.

Are you looking for a daily trend?   What would you like to be shown on the X and Y axes of the line chart?

[giovanni3]

Hi William,

Basically X would show the time of day (24-hr format) and Y would show the date.   Our lab closes between 9pm to 4am daily, depending on the workload.   I want to be able to graph the close times on a daily basis.

[williamsun]

So you are looking for a pivot table that tells you how many incidents were opened for each hour?

[alan_lowrance]

I recently discovered this as well, but what would be nice is to get an average instead of a full count.   I'd like to see about how many tickets per each hour to expect on average over the past year... not just a count.   But choosing "Average" makes me choose a different field that then doesn't do very well.