Incident SLA Management Dashboard

[Hiranmayee Moha]

I guess the highlighted data showing in the dashboard is very high. Pls guide me whether it's actual data or not.

[AndersBGS · Accepted solution]

Hi @Hiranmayee Moha ,

Let me try yo explain how you can see where data is coming from. In my example I have utilized the incident management dashboard in my PDI, but the process for you will be the same. Please also notice, that the do these steps, admin access is required:

1. From a Dashboard click in the right corner and click edit content:

2. Under related links, click launch dependency assessment:

3. By doing this, you will see the Performance Analytics structure which has been made:

4. Start from below the widgets, as widgets is "just" handling the visualization itself

5. On each formula indicator, automated indicator and indicator source, you need to verify which table has been utilized and which condition is utilized.

6. When clicking the options, you have the following to select:

Indicator Source = show the concrete table that has been queried together with first set of conditions. You can click edit to verify this settings.

Automated indicator = second set of conditions together with aggregate (count, sum, etc.). This is based on Indicator source.

Formula indicator = calculation / formula based on automated indicators

Furthermore, you can also select scores, which will show you the score captured by the automated indicators, might be utilized by formula indicators and is baseline for a widget showing data:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[AndersBGS]

Hi @Hiranmayee Moha ,

Good to hear. Feel free to reach out if any further questions in relation to above. Please also mark my answer as accepted solution, so other community members can see that the subject question has a resolution to it.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Hiranmayee Moha]

Hi @AndersBGS ,

My query is.....

Is it possible/recommended to create new indicators and implemented to dashboard? If yes, would you pls guide how to create & implement indicators. Sorry, I am new to PA module.

Thanks .

[AndersBGS · Accepted solution]

Hi @Hiranmayee Moha ,

Basic, you start with an indicator source where you select which table to query and under which conditions. After this, you create an assosiated automated indicator which you relate to e.g. breakdowns and data collection job. 

If you're new to PA, I would recommend you to take the ServiceNow available training first, as there are many different selections that should be considered based on the business requirement. https://nowlearning.servicenow.com/lxp/en/pages/now-learning-get-certified?id=amap_detail&summary_id...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Hiranmayee Moha]

Hi @AndersBGS ,

I do agree with you. It's really a great help.

Thanks again.......