Dashboad configuration dynamic

ajaynalabol
Tera Contributor

3 weeks ago

Hello ServiceNow Family,

The key metrics I want to build/customize include:

  • Incident Volume and RCA Frequency - daily, weekly , monthly
  • Mean Time to Resolution (MTTR) is OOTB and not editable
  • Response and Resolution SLA Adherence in %
  • Ticket Aging Metrics - daily, weekly , monthly
  • Time to Resolution for Requests

The goal is to make these KPIs:

  • Configurable without code (where possible)
  • Role‑based (editable only for authorized users)
  • Reusable across dashboards 

Can anyone help me from scratch would be very helpful and appreciated.

Thank you.

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Naveen20
ServiceNow Employee

3 weeks ago

Use Performance Analytics (Platform Analytics - Zurich) — it is the configurable, no-code KPI layer designed for exactly this. Don't edit OOTB indicators; duplicate them so upgrades stay clean and your version is fully editable.

 

Build pattern for each KPI:

 

1. Indicator Source (pa_indicator_sources) — points at the table (incident, task_sla, sc_request) and frequency (daily/weekly/monthly). Frequency drives Volume, RCA count, and Aging cadence.
2. Automated Indicator (pa_indicators, no code) — set Aggregate (COUNT, AVG, SUM), Unit (#, %, days), and Conditions. Covers Incident Volume, RCA count, Ticket Aging (aggregate on sys_created_on age or business_duration), Request resolution time.
3. Formula Indicator for ratios — e.g., SLA Adherence = [[Met SLAs]] / [[Total SLAs]] 100 against task_sla where has_breached=false.
4. Role-based access — on each indicator, untick Visible to all roles and add roles under Access Control; restrict dashboards via Sharing. Editors need pa_power_user; admins need pa_admin.
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