Hi everyone,I am currently working on creating a KPI dashboard for Management team, and one of the critical metrics we need to track is the Average Speed of Answer (ASA) for our analysts. The goal is to monitor the ASA per month, with the unit in min...
Hi All, I want to see all the employee in a hierarchy dropdown view from the top 'Using Performance Analytics'.Ex- If I choose CEO, every manager and employee should appear under the CEO. If I choose manager, the employee should appear under him, and...
I'm struggling to comprehend how to incorporate average speed of answer (ASA) to implement it to PA, what indicator is suitable to be used for this automated, or formula (any example of formula?) and suitable breakdowns ......This is for my managemen...
Hi,I need to create a line report in ServiceNow, similar to the one shown in the attached image (created in Excel).I have selected the table I need data from, but I am currently unable to display the trend by year. I know I can create separate report...
I have to create dashboard for the management with performance analytics to see trends but I seem to get stuck on creating it. I find the workflow to create is complicated. Can you assist me. The data also seem to be not accurate.
Hi Everyone, We have created the pa buckets as proactive and reactive, now we wanted to show the incidents list as proactive for certain callers like integration users and for remaining incidents should show under the reactive incidents list. Can s...
Can someone please explain how the PA Indicators are calculating the OOB CSAT score? The indicator script for Indicator ITSM normalized satisfaction score was a little confusing. Formula Indicator:ITSM Average Overall Customer Satisfaction[[ITSM nor...
Hi - I am trying to build reports using the report generator and PA, and I cant find a way to orginze incidents on a same fashion I do on powerbi. I want them on the column, to be organized by week, or month, something like the one below. Basically ...
Hello Team, I'm new to Service Now and new to the community as well and needing some help with PA for reportingI have been tasked with providing a report for a group in our org about the service tasksThe report should be a Heat map which should pres...
Is there a way to add a free-form text search widget to a Dashboard that can search the contents of custom variable columns on the attached reports? By way of illustration - imagine I have a Catalog Item with custom variables for "Check Amount" and ...
Hi,I have the Change Success Score plugin enabled, with initial team scores populated following execution of the Change success score metrics (Historical data) job with score increments on a daily basis via the scheduled Change success score metrics ...
Hi folks,I've dashboard - Avg no.of inc's created every month. created using PA.In month of JAN (31 days) no INC's were created for 5 days, so the result should be (no.of INC's/26) but i've noticed avg as (no.of INC's/31).How can i get the desired ou...
Ticket/Alert analysis for identifying different trends/clusters for automation, elimination and optimization is currently manual and is performed on demand. Ticket/Alert clustering is done using tools and at regular intervals.How to implement this in...
Hello ServiceNow community - I am trying to run a report where I can gather the sys ID of all catalog items. I am hoping to have this in the same report as the catalog items' names and other related columns. Thank you in advance.
