Create a chart showing correlation between reassignment count and MTTR

[ThaiP]

I am being asked to create a chart that shows a correlation between reassignment count and MTTR. How would I create something like this?

[Maik Skoddow]

Hi @ThaiP 

To visualize the correlation between reassignment count and Mean Time To Resolution (MTTR) in ServiceNow, you’ll use Performance Analytics or the Platform Analytics Workspace. Here’s a step-by-step guide:

1. Ensure Data Availability

• Reassignment Count: This is typically tracked using the Assignment Group metric, which logs every change to the Assignment Group field on an incident. If you don’t already have this metric, you may need to create a custom metric definition to count the number of reassignments per incident.

• MTTR: MTTR is usually calculated as the average time taken to resolve incidents. ServiceNow provides this as an out-of-the-box metric, but you can also define it using the difference between the incident opened and resolved timestamps.

2. Create Indicators

• Reassignment Count Indicator:

  • Go to Performance Analytics > Indicators.

  • Create a new indicator based on the metric that counts reassignments.

  • Set the indicator source to the Incident table and use a script or filter to count the number of assignment changes per incident.

• MTTR Indicator:

  • Use the built-in MTTR indicator or create a new one that calculates the average resolution time for incidents.

3. Configure a Breakdown

• To analyze the relationship, create a breakdown (e.g., by reassignment count bucket, such as 0, 1, 2, 3+ reassignments).

• This allows you to see how MTTR varies with the number of reassignments.

4. Build the Visualization

• Go to Platform Analytics Workspace or Performance Analytics > Dashboards.

• Click New Visualization and select a Scatter Plot or Line Chart (scatter plot is best for correlation).

• Set X-axis to Reassignment Count and Y-axis to MTTR.

• Configure the data source to use your previously defined indicators and breakdowns.

5. Interpret the Chart

• The chart will display each data point as an incident (or an average per reassignment count bucket), showing how MTTR changes as reassignment count increases.

• A positive correlation (upward trend) suggests that more reassignments are associated with longer resolution times, which is common in ITSM environments.

[ThaiP]

Thanks, this is really helpful. But how do you set X-axis to Reassignment Count and Y-axis to MTTR? I do not see those options anywhere when configuring the scatter plot chart.

[TheJoeDC]

You may want to create buckets for the reassignment counts (say 0, 1-2, 3+)