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Capturing 95th Percentile from Performance Analytics

sgmj
Tera Contributor

‎01-02-2026 09:41 AM

Hi Team,

 

I am using service now as my case management system. Where I have a field named duration which stores the case duration.

 

I am working on a project that I need to identify the trend of the case durations by plotting trend line as a dashboard widget. 

Example from the widget I should be able to see the average duration for month of January, February etc.

To get a fair representation I am looking to exclude the duration of the edge cases  by removing the top 5% time consumed cases. 

 

Since I need a widget and trend lines I was planning to use the performance analytics and PA scripts. But I think that is not feasible as there is not straightforward way to get the average of the duration with filtering the top 5%. I was able to use the script includes but the issue with that is making trend lines from that is hard.

 

So is there any best practices that I can follow here? Or maybe a way to implement this?

 

If I have the ability to add a new function like Average, Sum, Count in performance analytics I think that is the most suitable approach.

 

Appreciate your inputs on this.

 

Please note that I am using the service now Washington DC version.

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sgmj
Tera Contributor

‎01-04-2026 10:54 PM


Thanks for the insightful response. 

The issue I have is, the script inside the PA will execute one by one for the filtered cases as far as I understood. So in that case there is no way to sort or get a cut off value. For example lets say if we have 1000 cases from my indicator source then I would need the duration of all 1000 cases and sort them and get the cut off value. With that only I can get the rest of the average. 

Best Regards
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