Calculation of average Incident tickets per day / month

[Stephan11]

Dear All,

I saw multiple posts on this forum. I fail to understand why this is so complicated 😞 and yet I am not able to find a soloution. 

Task: Display average incidents in a Widget over a period of a month - I do have PA available but all average counts are focused on time.  It should be a very simple approach. Am I blind ?

Any ideas ?

Thanks S

[Stephan11]

so how do I do that - thats the point. Thanks for your fast reply -this is exact what I am looking for:

However, if we are talking about the average number of incidents per day over the course of a month, that's where the concept of "average" would come in. We would take "the total number of incidents in that month" and divide it by "the number of days in the month" to get the average per day.

[Tai Vu]

Hey @Stephan11 

Thanks for providing the details. I was able to figure out one OOTB Indicator that can be used for this scenario.

Name: Number of incidents created

URL: https://<instance_name>.service-now.com/pa_indicators.do?sys_id=4e335237c3393110458f1fec5440dd9d

Open this indicator in platform analytics, then configure like the screenshot below,This will give you the average number of incidents created per day over months.

For example, let’s take a look to May 2024:

• Total tickets in May: 15
• Number of days in May: 31
  So, the average would be 15 / 31 = 0.483870…, and with a precision setting of 2, the result shown on the chart will be 0.48.

Cheers,

Tai Vu

[Stephan11]

This is bascially what we need. However 😞 the indicator is not in our set (Washington) and we do not find the correct Content Pack.  We have a second install (xanadu) and do see the indicator. Any idea which Content Pack is valid for Washington ?

[Tai Vu]

Hi @Stephan11 

The Number of incidents created indicator above comes under the ITSM Analytics [sn_itsm_analytics] store application.

If it's not available in your instance, we can quickly create our own one.

What we need are:

1. Indicator Source:

- Table: Incident

- Condition: Created on Today

- Frequency: Daily

2. Indicator

3. Jobs:

- Daily Data Collection (Automate)

- Historic Data Collection (Inactive, Run Once)

4. Breakdowns: (on demand)

Cheers,

Tai Vu

[MarriamH]

@Stephan11  Did you find a solution? I have an ask to create the same report.