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Enhancing PA IT Manager Dashboard with Manager Based Hierarchy Breakdown

AnnamalaiBala
Tera Contributor

3 weeks ago

Hi Community,

I'm currently working on a Performance Analytics (PA) requirement in ServiceNow and would appreciate guidance from anyone who has implemented something similar.

Background

We are using the out-of-the-box "IT Manager" dashboard in PA, which displays counts of open tasks (Incidents, Problems, and Changes).

Requirement

We need to enhance this dashboard with a Manager Breakdown capability with the following functionality:

  • Allow users to filter/select a manager at any level (e.g., CEO, VP, Director, Manager)
  • Based on the selected manager, display all open tasks (INC, PRB, CHG) assigned to:
    • Their direct reports
    • Their indirect reports across all hierarchy levels
  • The solution should effectively traverse the full reporting hierarchy downward and aggregate task data

Example

If a VP is selected, the dashboard should display tasks assigned to all users reporting under that VP — including directors, managers, team leads, and individual contributors — across all levels.

Questions

  1. What is the recommended approach to model organizational hierarchy traversal in ServiceNow PA?
  2. Has anyone implemented a similar solution using PA Breakdowns with a manager/user dimension?        Any insights, best practices, or examples would be greatly appreciated.

    Thanks in advance

 

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