Bar chart Report of Incidents closed by technician for 1 month 1 week and 1 day

[Steve A]

I am sure this has a solution but as of now I cannot find one. I am trying to build a bar chart report showing count of incidents resolved in the past 30 days / 7 days/ 1 day for every technican. Ideally the report would become interactive with the ability to choose all groups or select 1 assignment group but that is an expansion on what I need today. I believe Report ranges might be needed but I am not sure how to apply them in this situation. Thank you for any assistance

[Ashby]

Stephen,

  With Performance Analytics you can accomplish this very easily using the OOTB indicator for Number of Resolved Incidents.   If you want to report by technician (Assigned to), you will need to add it to the list of breakdowns.......but you can report by group (assignment group) without any changes to the indicator.     If you go to the Number of Resolved Incidents scorecard, the information you are looking for will be on the Breakdown tab.     Once on that tab, you can change the time frequency to meet your requirements.   Examples below.....    

Hope this helps..

Ashby

[Dennis R · Accepted solution]

Hey Stephen,

If I'm reading this right, you can accomplish this without performance analytics, although you'll need to have access to the premium performance analytics package right now to accomplish it.   (Side note: I believe they're going to make this feature available for free to all users in the Jakarta release.   Keep that in mind!)

Anyway, you'll need to set up a multiple dataset report.   Here's how.

First, create a bar chart report for all incidents grouped by Assigned to that are closed in the last 30 days.   That's pretty straight-forward, but if you have any questions on how to do that, let me know.   The important thing is that in your filter, be sure to include a condition of Closed on Last 30 days.

Next, save the report, and then click on the little arrow next to the Save button, and on the popup menu, select Multiple dataset.   (This is why you need the performance analytics package prior to Jakarta.   In Istanbul and earlier, you'll get a notification that you have to upgrade to use multiple datasets.)   Give the new series a name (such as "Last week's data"), and use the same filter conditions that you used when creating the main dataset, except this time, set a condition of Closed on Last 7 days.

After doing that, click on the New Series tab and repeat, with the condition of Closed relative on or after 24 hours ago.   (Why ServiceNow doesn't include a time range of "Last 24 hours" I'll never understand, but it is what it is...)

Once you've done all that, you should see a chart with each technician having three bars: one representing 30 days ago, one representing 7 days ago, and one representing 24 hours ago.

Hope that helps,

--Dennis R

[Steve A]

Thank You Dennis Multiple datasets seems to be the missing piece. I have a personal developer instance currently on Jakarta and can confirm as of now PA is still a trial mode version but Multiple Datasets can be configured in the reports successfully producing my desired report. Another reason to upgrade.