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Need help on creating few KPIs In Platform Analytics

nitin gupta1
Tera Contributor

2 hours ago

Hello Servicenow Community, 

 

I got one requirement to create a dashboard in PA and also add few KPI like below-

 

1- % Tickets Linked to Knowledge
2-  % Changes Causing Incidents
3- % Changes Success Rate
4- % All Active Change Types
5- % Change Failure Rate
6- % SLA Breaches by Group
7- % Requests Completed Within SLA
8- % Improper Resolution Rate

 

for example, we fist KPI- 1- % Tickets Linked to Knowledge, it means how much total incident got linked with Knowledge article, I need % of these records in total. suppose total 100 incident and 20 incident is linked to report should 20% linked, 

 

Please give easy way to show on visualisation so please can easily understand,

 

Regards,

Nitin

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2 REPLIES 2

Bhargavi Patel
Kilo Guru

42m ago

Hi @nitin gupta1 

The easiest approach is to use Performance Analytics Indicators with an Automated Indicator Source.

For each KPI:

  1. Create an Indicator.

  2. Create an Automated Indicator Source with the required filter.

  3. Use a Formula Indicator or Breakdown to calculate the percentage.

Example for % Tickets Linked to Knowledge:

Use Formula (Incidents with Knowledge Article / Total Incidents) × 100

Visualization:

  • Single Score which is best for percentage KPIs

  • Gauge

  • Trend Line to show changes over time

Use the same approach for the other KPIs by changing the numerator and denominator filters. This keeps the dashboard simple and easy to understand.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.

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Vikram Reddy
Tera Guru

41m ago

Hello @nitin gupta1,

 

All eight follow the same build: a Formula Indicator combining two Automated Indicators with the reference syntax [[Numerator Indicator]]/[[Denominator Indicator]]*100. Here's the exact numerator/denominator for each one:

  1. % Tickets Linked to Knowledge: numerator = incidents with at least one row in m2m_kb_task (that's the join table behind the "Attached Knowledge" related list); denominator = total incidents opened in the period.
  2. % Changes Causing Incidents: numerator = incidents where the caused_by_change field is populated (this is an OOB field on the incident table pointing to change_request); denominator = total changes closed in the period. Yes, numerator and denominator are on different tables, that's fine, a formula indicator just divides two already-computed scalars.
  3. % Changes Success Rate: numerator = change_request records with close_code = Successful (decide up front whether "Successful with issues" counts, it usually shouldn't); denominator = total changes closed in the period.
  4. % All Active Change Types: don't build this as a ratio at all, just take one Automated Indicator, active changes (state not in Closed/Cancelled), and apply a Breakdown on the type field (standard/normal/emergency). PA will slice it automatically, no separate indicator per type needed.
  5. % Change Failure Rate: numerator = change_request with close_code = Unsuccessful; denominator = total changes closed. This is basically the mirror of #3, worth showing them on the same widget so the gap between the two is visible.
  6. % SLA Breaches by Group: numerator = task_sla records with has_breached = true; denominator = total task_sla records for the period; apply a Breakdown on assignment_group instead of building one indicator per group. Heads up though: task_sla.assignment_group reflects whatever group is on the task right now, not who owned it at the moment of breach, so if tickets get reassigned after breaching, the numbers drift. If you need breach-time accuracy you'll need a business rule on task_sla capturing group when has_breached flips true.
  7. % Requests Completed Within SLA: numerator = task_sla records on sc_req_item with has_breached = false; denominator = total task_sla records tied to closed request items in the period.
  8. % Improper Resolution Rate: numerator = incidents with reopen_count > 0 (OOB field, incremented by the platform's Reopen Count business rule whenever state moves back from Resolved/Closed); denominator = total incidents resolved/closed in the period.

Drop each formula result on the dashboard as a Single Score widget with a percentage gauge, it's the fastest read for stakeholders who just want a number and a color. If this covers what you needed, go ahead and mark it accepted, otherwise tell me which one is giving you trouble and I'll get more specific.

References

 

Thank you,
Vikram Karety
Octigo Solutions INC

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