Cancelled Incidents included in open incidents indicator source

[Kerry10]

Hello,

I am working on setting up PA for our company, and I noticed that the open incidents indicator source filters incidents based on if resolved=empty. None of our cancelled incidents have a resolved date, so they are also appearing in the open incidents reports. My questions are:

1 - Why does the source not filter out cancelled tickets? Should cancelled tickets have a resolved date? This is not an out of the box feature and in my opinion they shouldn't, since they were not resolved,

2 - Is it best practice to modify the indicator source? Or, should I create a new indicator source? I don't want to cause problems during upgrades.

I feel like I am missing something here. Usually if something is OOB in servicenow, there is a reason for it. Yet I can't seem to understand the reason for this.

Any help is much appreciated.

[Michael Fry1 · Accepted solution]

Looking at my Madrid PDI, it appears they have added a new condition to exclude Cancelled Incidents. I'd recommend you make the same change on your instance:

[ChristineP]

We identified the same in our environment and made the change.  Be sure to run an historical collection if you make the change, so you past collected data aligns with the change you make.

[Tim Provin]

I would never assume that there is a specific reason for why cross application items are developed in a specific way.  There are so many developers working on their own specific areas that they may not completely understand all of the specifics about the other applications.  It was probably missed, but as @Michael Fry stated, this is fixed in Madrid OOTB.  If you modify the OOTB indicator source, it may show as a Skipped Record during the upgrade and you can then just take the base system update.