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Metrics allow the storing of events related to operational records that reflect how those records are worked. Often the information that is stored using Metrics, is about durations. During this Performance Analytics Academy, we talk through Metrics and then show two advanced use cases where we use Indicators with Metrics.
Useful Links
ServiceNow Docs:
Create a metric
Metric instance
Activate a plugin
Database view creation
Service Level Management
OOTB Incident SLA Management Performance Analytics Solutions
Create an indicator source
Scripting in Performance Analytics
Create an Automated Indicator
Create a Formula Indicator
Create a breakdown mapping on a breakdown record
Schedule a data collection job
ServiceNow Community:
Understanding SLA and Breakdown Metrics
Creating Incident First Reply Time Metrics
Developer Lab:
Performance Analytics 203: Advanced use cases
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