Extract the right information from Service now to create my own dashboard.

[OttmarV]

Hi guys,

So I need to create my own dashboard using Power BI. For this, I need to extract csv files from Service Now. 

I need to show incident's SLAs, calculate time averages, time to own, time to fix, etc. 

However, I found that within incidents, we have tasks, so there's information about incidents and tasks. 

I'm having so much trouble to find the right information, some columns are confusing, I don't really know the difference between the priority of an incident, and the priority of a task.

Where can I find the information I need for the incidents?

Where can I find the SLA's by priority?

Where can I see if an incident met the SLA, its Time to Own, Time to Fix etc.?

I'm kind of lost here, I would appreciate any hint of where to begin.

Regards,

Ottmar V

[SanjivMeher · Accepted solution]

Task is a parent table of incident in ServiceNow.

Task is the base table for most of the primary tables such as change request, problem etc.

So you should extract report from incident table.

Now if you want to extract report about SLA, you should extract data from incident_sla table, which is a database view joining the incident table and task sla table.

There is has breached flag which tells you if the incident has met SLA or not. And there are other fields as well which you can use for your report

[OttmarV]

Thank you so much Sanjiv!, I will take a look and keep you posted my findings.