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.

[Carl Fransen1]

Thanks for posting this - used it today to provide a report to my HR team!

[jparodi]

I would love for this to be available in a heatmap format.  Be able to visually spot out which are your busiest hours of your busiest days.

Does someone know a method of accomplishing this?