Historic data not holding record of user 'Department' membership at the time of record capture

[Greg Patrick]

We've identified that while our historic and on-going data capturing for PA holds most information as it was at the time, one of the key items that isn't being maintained is the department at the time the record is being captured.

For example, if user logged an incident in 2019, and at that time they were in Department A, but in 2023 they were working in Department B, that incident record now appears on the reports for Department B. This means our historic data capture and trend analysis is inaccurate.

We believe the cause for this is that the 'Department' information is on the user table, and not on the incident and/or task table.

Has anyone else experienced this problem, and if you have, what did you do to rectify it? Am I right in understanding the issue is due to where the 'Department' information is being stored?

Any assistance in this issue would be greatly appreciated.

[Maik Skoddow]

Hi @Greg Patrick 

Performance Analytics is not a replacement of a full database snapshot. That means it will only snapshot the data you have defined.

And in your case you have to define a corresponding breakdown. See https://docs.servicenow.com/bundle/vancouver-now-intelligence/page/use/performance-analytics/concept... 

Maik

[Greg Patrick]

Hi Maik,

Thanks for your response. Do you mean that we would need to have the Department breakdown on every single indicator to ensure that we have captured the department at that point in time?

If a ticket was in an open state on June 30 2019 with Department A, but was closed on July 30 2019, and the person had moved from Department A to Department B on the 1st of July, the data would still be inaccurate from the 1st of July onwards as being a ticket belonging to Department B, even though the origin of that ticket was an issue related to the work when in Department A.

Or am I missing something?