Can Holiday Schedules be added and used to update Reports/Dashboards retroactively?

[User343028]

Can you add in retroactive HOLIDAY schedules into ServiceNow as child entries and then re-run some reports or PA trends and are wondering if that will update them for past years.  Is this possible (will it work?)? 

Here is the actual questions wondering if you know the quick answer:

1. This year when we added a child schedule which include all the regular holidays from 2019 to 2037, to an existing M-F 8-5 schedule. The next incident happens on the Civic Holiday and the availability is 100% because of the child schedule. Let’s say we had an incident in 2023 on the Monday of the Civic holiday and the availability was not 100% because at the time the incident happened, there was no holiday schedule added. I now run a report to compare availability on the two Civic Holidays 2023 and 2024.  Would the availability for 2023 still be the same as was reported before the child schedule was added (i.e. less than 100%)?

2. We have incidents in 2022-2024 that impact service gb member web service.  In 2022 and 2023 this service was under SLO.  For the last two years the Service level attainment is not measured or reported on as the service is under SLO. On Jan 1 2024 the service is changed to being under SLA. When I rerun the report after the change is made to enable SLA and I run the report against last two years, and there had been a number of incidents impacting that service in previous years. Would the report now show SLA attainment, not at 100% prior to 2024 and if so, how would we prevent this.

[Mark Manders]

Doing a historic job run for PA will only collect the data on the records itself and won't do anything with the changes on the records. So doing that will delete a lot of collected data over the past years, because your records showing status 'in progress' anywhere in 2023, will show 'done' now, because at this moment they are done.

My advise: make sure you are collecting current data AT THIS MOMENT and don't start collecting it from years ago. It happened, and it's is currently not reflecting, but on the other hand: at that moment, apparently, it wasn't important. 

[User343028]

The question is more focused on what happens to the reports etc. when I update the SCHEDULE for a given year (by adding in a child schedule of holidays, which ideally, could now be excluded from the past year reports/dashboards/SLA metrics), not changing any of the core records running a report on/against.

[Mark Manders]

The data is already collected. Depending on how your indicators are configured, any changes to schedules won't do anything with the data and also won't change your reports. So it also doesn't make sense to update the past schedules if you're doing nothing with the data. Recollecting the changed data again over such a long period will probably cause unrepairable damage to your current reports. It happened, it wasn't included, let it be.