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.
