How to Capture Historical Snapshot of Active Incidents in Performance Analytics?

[raquel02673]

I want to create a report that shows a snapshot of active incidents on the last day of every month, reflecting the current state at that time. However, it doesn't work as expected - it shows the same values for the last 2 months.

I created:

• Indicator source: it's based on the [incident] table and looks for all incidents assigned to assignment groups X, Y and Z, with Active = true
• The indicator source is connected to the automated indicator. I have a breakdown "Assignment group filter" attached to it (and it works fine for all my PA reports), and a job connected to this indicator.
• Job parameters: operator Relative, relative start 31 days ago, relative end 1 day ago. It runs monthly, on the 31st day of the month, and collects scores only.
• Widget: is based on my indicator. Type: time series, Visualization: Line Chart, period: 1 year.

This setup was created in April. The first job was executed on April 30, with 511 Incidents as a result. The second job was executed on May 31, showing the same number: 511 (not a coincidence; values in the indicator scores are the same for each assignment group).

NOTE: I have created similar setups for other indicator sources, using the same widget type and job, and they work fine. The only difference is that the other indicator sources have a condition related to time range (e.g., created last month).

Could you please advise where the issue is?

[Bert_c1]

What I did, based on your description, was to add conditions to the Indicator. The Assignment Groups, Active=true, and Created', 'On', 'Last Month'. The indicator source just has Incident as the facts table. The Score sheet for the indicator then had different values for the last 6 months.

defining the Indicator Source and Indicator as you described resulted in the same values for each month as you report.  You mention the solution "created last month".  Reviewing the data collection job log SELECT statements showed there was no check for created last month until I added that condition to the Indicator.

[raquel02673]

Thanks, Bert, I appreciate your input! I understand your solution works for cases where you're focusing on incidents created last month that are still active.

However, in our case, we’re trying to capture a true snapshot of all incidents that were open on the last day of each month, regardless of when they were created, some could have been opened 6 months ago and still not closed.

Using Created ON Last Month filters out many of those older, still-open incidents, which gives us an incomplete picture.
Thanks again for the suggestion!

[Bert_c1]

Yeah, I removed the Created and Active conditions, and now have just the Assignment Group condition, and added one for State, not in, Closed and Cancelled.  And I get the same value for the last 6 months but that is due to my Demo data being old. Ideally a data collection job that runs on the first of the month, and counts the incidents meeting the indicator conditions "Yesterday" is what you seem to be after. I'm unsure if I have achieved that. You may want to Create a Support Case, there are some very smart Support Engineers for PA at Servicenow. Maybe they will advise you.  Good luck.