Backlog Tracking - What approach did you take?

[brandimore]

Hi There

We have PA premium and I'm looking at creating an Incident backlog report. Just wondering what approach people used? I see there is the Widget - Incident Backlog Growth. We want to see the breakdown by Assignment groups, so I created a new indicator source as such.

What approach did you take to create your incident backlog report in PA?

Thanks!

[Aka Guglielmo]

Hi Amanda,

so you've PA Premium, it means that you can leverage on a lot of OOTB (out of the box) indicators, breakdowns, widgets and dashboards.

The indicator you're looking for is the formula indicator "Incident backlog growth".

By the way, access to Performance Analytics > Dashboard; there's a plenty of Incident Dashboards ready-to-use!

HTH,

[brandimore]

Thank you for the quick response! Yes there is the Incident Management Dashboard. But we have on currently in our old tool which shows:

Open Incidents

Closed Incidents

Open SR's

Closed SR's

I have those 4 widgets together in a new Dashboard and they work great. The main thing with PA I see is A) most is incident based and B) there's not a lot of breakdown or indicator sources down by Assignment group. So I've noticed I Need to creaete new sources by assignment group that allow multiple selection.

Unless I'm missing something. Please let me know!

[Aka Guglielmo]

Amanda,

you're missing some stuff

By the way, it takes time to explain all the functionalities of PA, what I can suggest is:

- watch these videos, they're very useful: ServiceNow Performance Analytics — Now you see it - YouTube

- take a PA training: Performance Analytics for Administrators

- enable the PA Content Packs plugins: there are a lot of widgets/indicators/dashboards/reports that you can just "install" on your instance. For example you can enable the "Performance Analytics - Content Pack - Request Management (Requested Item)" plugin and obtain a lot of stuff! Have a look here: Content packs and in-form analytics

PA is a wide topic, consider also to read the doc site: Performance Analytics and Reporting

Again, HTH,

[brandimore]

After reviewing, the Incident Backlog growth does not offer what we need. If you look at the calculation it's the Number of New -   Number of Resolved incidents. We are looking for a snapshot\history over time.

January - 100 tickets

February - 80 tickets

etcc.

We need to have history of the tickets. I am going through the Incident Metrics table to see if that offers some answers.