Create comprehensive Monthly Scorecard report for tickets utilizing Performance Analytics

[Ozgur Baykal]

I have a requirement to create a report/dashboard showing monthly counts/averages of tickets (Incident, Change, Request, Problem) that are dealt by Assignment Groups and breakdown by Business Application. I am expected to do this utilizing Performance Analytics ( we have ServiceNow ITSM PRO and running on Tokyo currently)
I have an example (screen shots attached) of how it’s expected to look from a Power BI matrix report with trend charts. (This was used during our legacy ITSM solution was in place, prior to ServiceNow. And I know PA is not meant work as Power BI, but… still need to provide something close to it so upper management can evaluate the work performed).
It can be acceptable to have a separate report for each tasks type, if it’s not possible to show all task types in one report.
Can someone help/guide me to provide this requirement ?
Explanations of some terms/abbreviations on the screenshots:
IR: Incidents (Task type INC for SNow)
SR: Requests (Task type SCTASK for SNow)
CR: Changes (Task type CHG for SNow)
PR: Problems (Task type PRB for SNow)
SupGrp: Assignment Group
Average MTTR: Average Mean Time To Resolve (average time to resolve) (unit of measure is Hours)
Carryover: Taking daily snap shots was not feasible with the legacy system. So we were taking month-end snap shots and evaluated Average Open Days based on that month-end snap shot. Which was the carryover to the next month. But now with ServiceNow PA’s daily snapshots, we want to be able to see the actual Average open days in a month, broken down by Assignment Group and Business Application for each of those ticket types.
This is the hierarchical rows on the Power BI matrix report:
- Assignment Grp
  - Task Type
    - Created/Resolved/Open
      - Business Application

[CodyCalling]

I am pretty new to PA as well but think I am trying to do what you are which is create a count of tickets over the last year and then apply the average over the top - I have done the first part of this by creating a historical data collection job that counts the records this month and ran it for a 12 months periods and can display this on a PA widget. I assume I can then apply a ticket type breakdown which would allow me to view the data in different ways but I haven't done that yet.

However what I also want to do is then apply an average line to the same graph and have got the average by summing total ticket count and dividing by the the number of months I am interested in - in this case 12 - by using a javascript formula. What I don't know how to do is apply that average to the month by month ticket count chart so if someone could point me in the right direction that would be a massive help.

Just adding that I have tried adding the average formula indicator as a additional widget indicator but when I view the resulting graph it has placed the average data to the right of the monthly counting data rather than on top of the graph as I want.

[Sravan Krishna]

Are you able to achieve this? i also have to implement similar kind of requirment. Please help me with the steps if you implemented it