want to report the % of Incidents resolved by the ServiceDesk assignment group compared to total inc

[nitin51]

I have created a report to measure the first level resolution of IT Incidents via the IT ServiceDesk. The report 'FLR - ISTD closed vs total IT created Incidents'. I want to be able to report this as a percentage. Right now, I am only able to do a comparison.

I want to report the % of Incidents resolved by the ServiceDesk assignment group with 0(zero) reassignment compared to the total number of incidents created for IT per month.

couls you please help me on findning report with %.

[AndersBGS]

Hi @nitin51 ,

To calculate a percentage, you need to utilize Performance Analytics instead of report designer. This is due to, that the report designer will "only" report current sum, average, count etc. for one or more datasets. As soon as you need to do a percentage calculation, then performance analytics is the way to go.

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

best regards

Anders

[nitin51]

Hi Anders,

Ok, but could you please help me on performance analytics like filters and what all I need to do.

[AndersBGS]

Hi @nitin51 ,

In general, every filter, settings etc. is different from company to company. So to help you with filters and what you need to due, is very complicated, as I do not have the insight as you do.

I would always recommend you (if you haven't already done it) to take the performance analytics training through NowLearning, to get  the complete understanding of the product. This is to ensure that PA configurations are created correctly, so you don't impact the performance of ServiceNow. 

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

best regards

Anders