Daily Snapshot of open tickets report

[paulri]

I would like a report that takes a daily snapshot of open tickets. Lets say a 6am in the morning it logs how many open ticket I have. Then the next day is does the same, and so on. So over time, I get to see if our backlog of open tickets is going up or down.

Has anyone done something like this?

[Amit Gujarathi]

HI @paulri ,
I trust you are doing great.

Here's an example of how you can achieve this:

1. Create a new script include:
   • Navigate to "System Definition" -> "Script Includes" -> "New".
   • Provide a name for the script include, e.g., "TicketSnapshot".
   • Add the following code to the script include:

var TicketSnapshot = Class.create();
TicketSnapshot.prototype = {
  initialize: function() {},

  // Method to take a snapshot of open tickets
  takeSnapshot: function() {
    var gr = new GlideRecord('incident'); // Replace 'incident' with the appropriate table name for your tickets

    gr.addQuery('state', '!=', 'closed'); // Adjust the condition to match your definition of open tickets

    gr.query();
    var count = gr.getRowCount();
    
    gs.log('Snapshot of open tickets taken at ' + new GlideDateTime().getDisplayValue() + '. Total open tickets: ' + count);
  },

  type: 'TicketSnapshot'
};

1. Create a new scheduled job to execute the snapshot:
   • Navigate to "System Scheduler" -> "Scheduled Jobs" -> "New".
   • Provide a name for the scheduled job, e.g., "Daily Ticket Snapshot".
   • Set the "Run" field to "Daily".
   • Set the "Start Time" field to "06:00:00" to capture the snapshot at 6 AM.
   • In the "Script" field, enter the following code:

var snapshot = new TicketSnapshot();
snapshot.takeSnapshot();

1. Save the scheduled job.

[AndersBGS]

Hi @paulri ,

Please notice that the report designer is designed to only look at tickets in current state - it doesn't take any snapshots. I instead would recommend you to utilize performance analytics, as this will be able to create a daily snapshot and report view as you're looking for.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[NicolaH]

Hi there, I ma using the performance analytics tool and for my backlog reports it takes a snapshot but overtime as incidents are resolved/closed they are taken off the backlog count therefore not acting as a snap shot. I have posted a similar query in https://www.servicenow.com/community/platform-analytics-forum/snap-shot-or-point-in-time-report/td-p... 

Thanks

[AndersBGS]

Hi @NicolaH ,

Ok, so if you are utilizing performance analytics, and you have configured the daily snapshot, what is then the issue that you encounter. According to your statement "but overtime as incidents are resolved/closed they are taken off the backlog" then this is expected behavior, as a backlog will increase / decrease over time.