Best approach to track daily open incidents reflecting daily activities

[pampapathi1]

Hi all,

I am looking for the best way to track the daily count of open incidents in ServiceNow to reflect daily activities accurately. The goal is to calculate open incidents by:

1. Carrying forward the previous day's open incidents.

2. Adding new incidents created on the current day.

3. Subtracting incidents resolved or closed on the same day.

I want to achieve this without creating custom tables or using custom scripts. Is it possible to accomplish this using Performance Analytics, formula indicators, or any other out-of-the-box solutions? If yes, could you please guide me through the steps or share examples?

Example:

If I have 50 incidents open at the end of Day 1, and on Day 2:

10 new incidents are created.

15 incidents are resolved.

The open incident count for Day 2 should reflect 45 (50 + 10 - 15).

Thank you in advance for your suggestions and help!

Thanks,

Pampa

[Brian Lancaster]

This sound like Performance Analytics.

[pampapathi1]

Thanks for checking @Brian Lancaster ,

I tried earlier on performance analytics using indicators but it will not work.

Could you please help me out on steps ?

Thanks,

Pampa

[Brian Lancaster]

It should already be doing this if you have PA configured and you have PA. Out of the box incident indicators will track daily ticket counts. What I was asking is have you looked at all the PA Dashboards for incident.