Hi Athavichith,
I think there are two parts here - quarterly and annual metrics, and Excel.
For quarterly and annual metrics, you need define the field that is used for "quarterly" and "annual" - incident opened in that quarter? Incident resolved/ closed in that quarter?
Just add the time-based condition to your data source and figure out a way of sharing with the customer.
Ideally, this is best achieved using Performance Analytics to snapshot your data over time, and viewed in-tool and not exported to Excel. However, I am familiar with stakeholders who love to play in Excel so let's go to that bit of the problem 😄
As I'm sure you've noticed, you can't export pivot tables in Platform Analytics to Excel, so simply exporting isn't going to work 🙂
Option 1: Export to PDF and scrape the data from there using an external tool - your favourite GenAI tool may be able to do this for you, or the pro version of adobe acrobat can do this too. Apple Automator can also extract text from pdfs (into a .txt file, which you will then need to wrangle further).
This isn't an ideal solution, but depends what your stakeholder is after - they might accept getting a scheduled pdf export and then doing the wrangling on their side!
Option 2: Create a "list" visualization and send a scheduled export to the stakeholder.
You can export a list viz to Excel, so you can do a monthly/ quarterly/ annual scheduled export to the stakeholder where THEY have to do the pivoting and average calculation themselves. If they are a true Excel jockey, this shouldn't be too hard for them. Just make sure your recurring incident field is on the export 🙂
If I were you, I'd have a go at selling Performance Analytics to your stakeholder and persuading them to not mess around in Excel. If you aren't licensed for it, then probably option 2.
RE exporting in general, I think it's generally worth trying to push back and say "we have a fantastically expensive database here that you are trying to recreate in Excel, why not stay in-tool and you won't need to worry about your Excel tech debt". Exporting raises governance issues (who is this going to be shared with and should they be able to see this data?) as you're taking it out of the secure ServiceNow environment, where it's locked up behind ACLs.
Having said all this, I have also set up scheduled exports for insistent stakeholders so good luck 😄
