Platform Analytics forum

I want to create a report : Report Name: Average resolution time of resolved cases for team. Type: Pivot or Graph. Details: Average of how long cases took to be closed over the selected time period for the team (use resolved date not closed date).

Hi , I have a requirement as follows : I want to create a report : Report Name: Average resolution time of resolved cases for team. Type: Pivot or Graph. Details: Average of how long cases took to be closed over the selected time period for the team...

How can we report on tickets 'touched' or 'handled' by an Assignment Group using Metric Definition?

I have used below script: This is also taken from community, somehow this is not working for me: Can someone assist me? (function calculateMetric(current, definition, mi) { // Check to see if a metric instance already exists for this ticket // ass...

Delete historical scores from indicators

Hi everyone,We have some indicators created before go-live and we would like to have these scores deleted for the period before go-live, because otherwise the trend is biased.Do you happen to know a way of doing this, other than manually (it wouldn't...

Resolved! Report on Users Not assigned to a Group

We need to find the best way to see which users are in the system that are not assigned to any group. Is there a way to report on this?I've looked at making a report against the sys_user table but then can't find a column for group to report agains...

How do you resize the height of a report widget instance on the Service Portal?

The reports in the Service Portal, using the OOB widget, are very large. I have been able to resize the container and the frame with CSS, but the report just gets cut off. Is there way to set the size of the report when displayed in the Service Porta...

Resolved! How can I create a report on sctasks which groups them by department?

Hi, I need to produce a report on our current open sc tasks and arrange it by department. I can't select department from the options and can't find a way around this. Is this a case that a database view needs to be created? (I don't have admin right...

Top 10 CI By Incident

I need to create an indicator which will show me the top 10 CI's per used per week, month and quarter within Incidents.I do not want a breakdown. I want the widget to display the top 10 without having to drill into a breakdown.I tried this a variet...

How can I remove duplicates from the Incident_SLA table?

I am trying to create a report of incident counts from the Incident_SLA table. There are duplicate rows for incidents (I'm assuming when the SLA is paused and restarted? which still makes no sense to me). Does anyone know how to get a clean count of ...

Resolved! Build a report that will bring the business duration of each state per task type

Hello everyone, I have created a report that should bring the average of the business duration of each state per task type. But the result wasn't as expected. The only results that came back were the states of "resolve" and "closed" from the incide...

Using iFrame with Jira/Confluence

Hi everyone, we would like to use the Content Block -> IFrame to embed content from Confluence or Jira. When i try to embed Confluence or Jira i get the error message "The connection was refused". Is it possible to access Jira or Confluence with an i...

Resolved! Why ServiceNow don't refresh Tabs from my Dashboard

Dear Community, I created a Dashboard with 4 Tabs and reproduce the issue with another dashboard with 2 Tabs. Same problem, so when I want to switch the different tabs chrome and microsoft edge dont refresh the page by themself, I need to refresh...

Resolved! Reporting on State duration per assigned to or updated by

Hello, I have a requirement to report on an average time of a work in progress state per person. When a tech opens a ticket the first thing they do is assign to themselves and set the state to work in progress. I am trying to see how much time each ...

How to get NPS Score for survey question?

Hi, I want to have NPS for the Survey question we have in a screenshot below I am trying to get report as similar report as below from reporting application Can any one help me out ? Thanks, Ammar.

Resolved! Creating an Interactive Filter - Role required

Hi guys, I just need to know the least level of role (access level) required which would allow me to create and add interactive filters in Service Now dashboards please?Also is there a way to identify the role of a user in Service Now or is this only...

How to make a dashboard visible to an external user?

Hello all, I have the following issue: I try to make a dashboard visible to users with snc_external role. Even if I specify the dashboard to be restricted only to users with snc_external role, when an external user enters to the dashboard's URL, ther...

Forum Posts

I want to create a report : Report Name: Average resolution time of resolved cases for team. Type: Pivot or Graph. Details: Average of how long cases took to be closed over the selected time period for the team (use resolved date not closed date).

How can we report on tickets 'touched' or 'handled' by an Assignment Group using Metric Definition?

Delete historical scores from indicators

Resolved! Report on Users Not assigned to a Group

How do you resize the height of a report widget instance on the Service Portal?

Resolved! How can I create a report on sctasks which groups them by department?

Top 10 CI By Incident

How can I remove duplicates from the Incident_SLA table?

Resolved! Build a report that will bring the business duration of each state per task type

Using iFrame with Jira/Confluence

Resolved! Why ServiceNow don't refresh Tabs from my Dashboard

Resolved! Reporting on State duration per assigned to or updated by

How to get NPS Score for survey question?

Resolved! Creating an Interactive Filter - Role required

How to make a dashboard visible to an external user?

Getting score with earliest due date

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Ageing report for custom application

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