Display percentage of incidents that first call resolution, and a provide a benchmark for what goal of IT is ?
Hello, How can i Display percentage of incidents that achieve first call resolution, and a provide a benchmark for what goal of IT is ?
Forum Posts
Resolved! Need help with a report to display all Incidents and Tasks assigned to Inactive user
Hi Platform Analytics Community, I have a requirement to report on all Incidents and Tasks assigned to a specific inactive user who is no longer with our company. I am using Task [Task] table but got stuck in how to build the appropriate conditions t...
Resolved! How to Cancel an SLA once it has hit completed stage?
We have a P1 incident response SLA that attaches when a P1 incident comes into the system. Once the incident is assigned, the SLA completes. Now when the assigned person looks more into the ticket htey find its really a P3 not a P1 and changes it. ...
Resolved! Create common report for Incidents and Service Requests assigned to a particular group
Hi All, We have a customer requirement where they need a common report for multiple tables. One of the requirements is that they need a report for all the Incidents and Service Requests assigned to a particular group. Could you please help in the so...
How to display the Survey Net Promoter Score value in report
Hi All, We have OOB for the Survey Net Promotor Score report but I want to create a report like the same OOB and I created and its showing all the value but the Net Promotor Score score is not displaying can one guide me how to display the NPS valu...
Resolved! How to stop multiple SLA records for the same incident appearing?
Reporting is not my strongest area so any help appreciated. For every quarter, we need to show how many incidents for a particular team breached or did not breach their SLA target. Below is what we use in the Report and for those that breached, it sh...
Resolved! Custom Interactive filter not working on reports based on database view
Hi, I have created a custom interactive filter which is working fine on task table but when i am using this on reports created based on database view, its not working, task_assessment_detail is a database view name. dbh.publishFilter('task_assess...
Top 10 problems by incident count for last month
This sounded like an easy job, then I tried to do it... My requirement is on the first day of each month to capture what for every assignment group what the top 10 problem records were the previous month. The criteria for ranking is the count of inci...
How to create an interactive filter for Service Catalog Items
I have a dashboard providing agents with indicators of requested items (RITMs) in their catalog (items filtered for their assignment group). I would like to add an choice list interactive filter to filter on the catalog item as a choice list (see ima...
Whats the limit on the rows and columns that one can csv export from analytics module?
Hi I want to understand on how many rows can a user export from the reporting module in service now Is there any limitation on the number of times one can export this data? is there any limitation of the frequency of exports?
Interactive filter on Incident number
Hi All, I need to create interactive filter on Incident number. Any help on this will be highly appreciated. Regards, Girish
Resolved! Dynamic Report Titles Possible?
Hello ServiceNow Community! I have a tricky request from my leadership team, that I would prefer not to be manual as it currently is. It is to make report names and email reports sent out to be dynamic. For example, if the report is sent on March 31s...
Resolved! Capture job and script Execution Times
Hello Everyone.My client is trying to measure not only the average and highest execution times for jobs and scripts, but also be able to know which job or scripts are exactly taking so much time to run. I tried to find a dashboard OOO or something th...
Do you need to delete scores from an indicator to be able to collect additional breakdowns?
I have an automated indicator named `Number of Closed Incidents`. This indicator was collecting by default a breakdown by Assignment group ONLY. Now I need to collect additional breakdowns such as Priority, Age, Category. After adding the new Break...
Is there a way to prevent a report from automatically running on a dashboard until an interactive filter is applied first?
Hello! I'm wondering if there is a way to prevent a report that is embedded on a dashboard from automatically running on load until a user updates an interactive filter on the same dashboard that controls the report data. Thank you!
