I have added new groups to an existing Bucket Group "Case Age Range (Days)", how do I get the new ranges to display in my widget. The new buckets are showing 0 counts. Do I need to rerun a historical collection job or will it all get updated with t

[Fred Oliva]

Hello, I have been asked to report case aging in different bucket groupings, so I added 5 new buckets.  My issue is I am getting 0 values on my workbench widget and the original bucket groupings are displaying as expected.  How can I get my new bucket groups populated?  Thank you.

[JP - Kyndryl]

Hi Fred,

Your bucket group needs to be associated to an Automated Breakdown,  so yes, you will have to do a new historical data collection of your indicator(s) for that Breakdown.

Here is a recap of the process:

https://developer.servicenow.com/dev.do#!/learn/learning-plans/sandiego/servicenow_administrator/app_store_learnv2_reportanalytics_sandiego_exercise_bucket_group_optional

Regards.

JP

[Fred Oliva]

Thank you JP, I will take a look at the article and verify it is connected to an automated breakdown.

Fred

[Tricia Cornish · Accepted solution]

Hi Fred - I would not edit your existing bucket groups with ranges that overlap. While it might be technically possible, it's probably going to confuse whomever looks at the results (the same task records would appear in multiple buckets). 

You can either change your existing bucket group or create a new bucket group. This may result in 2 age buckets so you'll want to be clear on which indicators use which bucket group, 

I'll use HR case processes for your different buckets (Benefits v Onboarding). 

1. Creating a new bucket group (for example, Onboarding Age). 

2. Create a new breakdown source (pa_buckets) with conditions to find your new bucket group. Onboard Bucket with conditions to call Onboarding Age. 

3. Create a new breakdown and call your new breakdown source. (Onboarding Age Days)

4. Map your new breakdown to the table and script (Aging is a script calculation)

5. In your automated breakdown, after you map to the table, click on the Indicators tab and pick the "onboarding" automated indicators that will use your new onboard aging bucket. 

If you're already running data collection for your indicators that now have a new breakdown, you'll start collecting data in that next run. If you want to collect historical data, you'll want to edit your historical data collection so you are just collecting for the indicators that are using this new bucket but you'll want to only collect data for this one single breakdown. (for instance - you'll not use use this aging bucket for historical collection of unassigned cases - at this point, your historical cases have all been assigned).

I would test the data collection process in a sub prod or developer instance first to ensure that you're comfortable with what's being excluded/included and newly collected. 

The docs also walk through this process: https://docs.servicenow.com/bundle/sandiego-now-intelligence/page/use/performance-analytics/concept/c_BucketGroups.html

[John carter]

Can I create and aging report using filters in Snow or is the report only generated using a script? if I can create an aging report filters how should I set up my filters?