Incident Trend reports in Platform Analytics

[ChiarskoP]

Hi Everyone!

I'm looking to create a Incident Trend report that would show me the amount of tickets created for an Assignment Group hourly so that I could understand the workloads.

We are using the SNOW instance that does not have the Reporting section, but Data Visualizations, KPIs and Indicators.

I would appreciate some assistance as I was unable to find any Trend OOB visualizations. 

Thanks!

[sizzleMcFace]

You could create a report/data visualization on the Incident table but it would not show exactly what you need. If an Incident is not created on that group but assigned to it, or is assigned away, those exceptions would have to be handled.

You will need to create a metric definition to track the "Assignment group" field of Incident records.

Then using the "incident_metric" database view, filter for the metric definition you created and also for the target group in the "Value" (name of group) or "Field value" (Sys ID of group) field.

Now you will have a list of incident assignments to that group (and how long they were there, but this might not be needed at this point).

You can then create a simple data visualization with the incident_metric as data source, as explained above.

Another option would be using SLA Breakdown By Assignment, if you have proper SLAs/OLAs set up.