Backlog trend of open incidents.

[Mark Curtis]

hi all, I am trying to create a graph that shows cumulative backlog of incidents. it is easy in MS Excel but need to create it in Servicenow..please see attached example and any help much appreciated. Thanks Mark

[andersbogsjo]

There is in PA OOTB a DAshboard - Incident Management, and in that you have a Tab "Open Incidents".

In that you have a widget, based on a Formula indicator "Incident backlog growth" where you can follow the Incident Backlog change over time

Regards

Anders

[Mark Curtis]

Hi thanks all. We have only implemented PA OOTB.

[andersbogsjo]

Hi Mark!

Then you can use the OOTB dashboard in your Instance - Incident Management

Regards

Anders

[SanaPR]

Hi Mark,

Could you please update if this requirement was achieved with only OOTB PA module/Using Reporting and Dashboards?
If yes, could you please let me know.

Thanks,

Sumana

[sanddie]

Hoping you can help add to what I'm trying to get from an Incident backlog. I want to create buckets for ranges of days. This is what I've done so far and not sure if it is correct. I do see the buckets in the Analytics hub now, but haven't run the job yet to confirm. I have created a formula indicator as Incident backlog (Incidents Created - Incidents Resolved) and verified the formula indicator has these contributing indicators. I also added an Assignment Group breakdown, which is working after running the jobs. (See jobs below) However, now I want to add bucket groups for the incidents. This is what I've done so far; I created the bucket group, with a breakdown source that specifies the condition for the bucket group I created. I've added the breakdown for Incident Day Ages for Backlog with a breakdown mapping to Incident Age Days for Backlog that uses the following script; var diff=function(x,y){return y.dateNumericValue() - x.dateNumericValue();}; var days=function(x,y){return diff(x,y)/(24*60*60*1000);}; days(current.opened_at, score_end); I created an Incident Backlog Historic Collection job using the Indicators Benchmark Incidents Resolved and Benchmark Incidents Created I created a Temp job collection Average Age of Last Update Collection Backlog, using the indicator Incident Age Days Backlog. Am I missing anything? Any help would be appreciated. Thanks so much.