How to create an incident aging dashboard.

[Community Alums]

Hi,

I got requirement to create dashboard on below time interval. Kindly suggest.

<1day

1-7 days

8-14 days

15-30 days

30+ days.

Please suggest/refer is there any document available for the same.

[Michael Fry1]

I would review on indicator - Summed age of open incidents - that comes out of the box. There is a breakdown - Age - that puts the Incidents into the correct bucket, based on age of the ticket. You can use this as your starting point.

[Community Alums]

Thanks for your reply!

Yes, I tried with that but confused in giving filter conditions in indicator to match those 5 sections (<1 day, 2-7 days, 8-14 days .....).

Is there any proper doc for reference?

[Michael Fry1]

Here is doc site on bucket groups: https://docs.servicenow.com/bundle/kingston-performance-analytics-and-reporting/page/use/performance...

[Tracy Davis]

Go to Breakdowns --> Bucket Groups

Click on Incident Age Ranges (Days)

You can customize your day ranges/buckets there - Note the numbers are far to the right but you can get the idea. The 0-5 day one has a start of 0 and an end of 6, 6-30 start of 6 with end of 31, etc.

Then just apply to your indicator. For the Indicator, I'm using a Breakdown, type = column, sort on Name, sort direction = Descending. Gives a nice clean column chart.