Performance Analytics Report

[ashishkathait]

I want to create a report for a person named ABC. ABC is listed as a manager on the user table with 10 direct reports. Each of those 10 people are managers of 100 more users, and so on. How can I create a report that shows all incidents assigned to users who fall under Manager ABC in this reporting hierarchy? In addition, the manager should be able to view the report on a dashboard, showing the breakdown by each of their 10 direct reports, so they can see the incident numbers for each one individually.

[tejas1111]

What you’re asking is to report on all incidents across the full management hierarchy under a single top-level manager (ABC). By default, ServiceNow reports don’t walk through hierarchy automatically — you need logic to expand the “reports to” structure.

Solution approaches

Build a script include (recursive lookup)

Write a Script Include that, given manager=ABC, finds all direct reports, then their reports, and so on (recursion).

Store all sys_ids of users in an array.

Use this array in a report filter or dynamic filter option for incidents (e.g., assigned_to IN <array>).

Dynamic filter option (recommended for reuse)

Create a Dynamic Filter Option that calls the Script Include.

Example filter: Assigned to is (All users under Manager ABC)

Then build the Incident report using that filter.

Hierarchical group reporting (alternative)

If your org maintains groups with hierarchies instead of just user-to-manager links, you could use group memberships to simplify reporting.

[ashishkathait]

I am able to get the count but how to call it from a visualization report and show in a report.