Find open incidents that were open in a previous month

[Robert Haugland]

Hi,

I would like to build a report that would show a count of incidents that were open in a previous month. They may be currently closed but would have been open in the chosen time frame. For example, if I run the report for December 2019, the report would give me a count of tickets that had the state of "New," "Pending," or "In Progress" within the month of December, weather or not they are closed today. Is this possible in a report or in Performance Analytics?

[Adam Stout]

Backlog is one of the primary use cases for Performance Analytics.  You get this OOTB.  If you haven't taken it, be sure to take the self-paced Performance Analytics Essentials class before you get started but here is some info on your specific ask:

https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/use/performance-...

[Robert Haugland]

Thank you Adam! I will take the course. I will have to find the OOTB report.

[Robert Haugland]

Hi Adam,

Which OOTB indicators would give me what I ask? 

[Adam Stout · Accepted solution]

You are looking for "Number of open incidents" which tracks the number of open incidents each day.