Reporting query

[p_raven007]

Hi Forum Members

I'm a beginner in ServiceNow administration but I do know my way around the platform well. 

We're on Yokohama version and my ask is to be able to create/formulate a SINGLE ITSM report every month on:

Incident Management: Number of incidents reported, Resolution times and SLA compliance, Major incidents and their impact

Change Management: Number of changes implemented, Success rate, and rollback incidents Impact on infrastructure health

Problem Management: Number of problems identified Root cause analysis Resolution and preventive measures.... 

I was able to get instructions on how to create this report using basic Reporting and Report builder RATHER THAN by using PA... However, I'm NOT able to FIND in Pivot-style report in Yokohama:

Metrics with new builder (with Metrics) under Rows and Columns in Pivot-table report or Chart-type report.

OR STATS by switching to Classic (Stats) mode.

I have checked in Task_SLA table, incident table to see if these are hidden or if we need to check some checkboxes to activate them and make them appear in the report building but cannot find it.

Build name: Yokohama
Build date: 04-30-2025_1345
Build tag: glide-yokohama-12-18-2024__patch3-04-17-2025

See attached screenshot to show that METRICS or STATS do not appear in simple report building using Reports.

How do I get them to appear in my report using pivot-style or chart type reports.

1. What am I missing here?
2. Have I overlooked something?

Looking for guidance on HOW to activate METRICS or/and STATS in my normal report building.

Thanks

PV

[pavani_paluri]

Hi @p_raven007 ,

This is normal in basic reporting.ServiceNow basic reports can only show things like:
Number of records (count), Grouping by fields (like date, category)

They can’t do formulas like: % of SLAs met, Change success rate, Average resolution time

Option 1: Keep using basic reports
Make separate reports like this:
Incidents by month
Changes by month
Problems by month
You can export them to Excel and calculate: SLA %, Success rates, Averages

Option 2: Use Performance Analytics (PA)
If your instance has PA, you can:

Track SLA %, averages, success rates

Build one dashboard with all data

No Excel needed — it updates itself

You're not missing anything — basic reports just don’t support metrics/stats.
For advanced reporting, you’ll need Performance Analytics or export to Excel and do it manually.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Pavani P