How to Use Performance Analytics to Track Cases Moved to Pending for Different Time Periods
Message:
Hi Community,
I’m trying to set up Performance Analytics indicators to track the number of cases that were moved to Pending during different time periods in ServiceNow. Specifically, I want to report on:
This week
Last week
Last month
This year
I want to track when cases transitioned to Pending, not when they were created.
I’m looking for guidance on how to configure the Indicator Source, Indicator, and Breakdowns to achieve this. Should I create a custom field or business rule to capture the date when a case enters Pending, or is there a standard approach in PA to handle this?
Any advice, examples, or best practices would be greatly appreciated.
Thanks in advance!
