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 ...
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 ...
Is there a way to show any SLA feature (either time left on SLA clock, maybe color the row, percent to breach, anything) in the out of box 'My Work' search?
Hi Community! I have requirement to show the Reduction Percentage on Year to Date (YTD) for P1/P2 incidents compare to current to last year.Ex:- 45% reduction in 2024 (44) compare to 2023 (80) As my knowledge it is not possible using standard report....
Hello All, I have to create report incidents open in financial year. Kindly help me out how to create filter. Thanks.
Hello All,I want to create a report which shows the duration of each assignment group worked on an incident.Eg: If an incident has been transferred to 3 different assignment groups during it's life cycle( Eg: 8 hrs.), group1 spent 2 hours, group 2 sp...
Hi All, I am trying to write ACL on glide list type field but it is not working as expected.Can someone please help me answer = gs.getUser().isMemberOf(current.field_name);
Hello all,We need to build a "trend" type report based on previous "Assigned to" of incidents and requests. For example, if Abel was the first assignee of an incident and it was later changed to John, the report will display the data as it is now con...
Hello I am new to Performance Analytics and I would appreciate if someone can clarify the change column for me. What do the numbers ( 13, -1, 0, etc) represent? Also how can I ensure it is accurate and correct? Thanks
HiI have set up a weekly scheduled report, each report is an embedded PNG. Is it possible to resize the PNG's?
