Need assistance configuring a report that will show age of INC and SCTASK by Assigned to

[bostonsnow]

Hello, I've gone through all of the OOB reported and dashboards but I'm not seeing an option that will show "age of INC and SCTASK by Assigned to". I searched on this forum and on google and can't seem to find an answer to this. Could somebody point me in the right direction?

I'd essentially like to see the following...

Age of ticket     Ticket#       Assigned To         Assignment Group

Thanks!

Mike

[Josh Cooper]

So, the reason why is because that can potentially be an awful lot of breakdowns.   The way PA handles a breakdown is to go pull every possible value it could be from the reference table, and add it to the dropdown list, and then stick the scores in, so potentially with an 'assigned to' breakdown, you end up with a breakdown that's the same size as all the entries in your sys_user table, even if you're only interested in the 20 or 30 who work incidents or whatever process group.

Now multiply that by all the other breakdowns for the same indicator, for calculating the breakdown matrix (age by assigned_to, etc).

But there may be a way to at least get to something similar.   If you look at the indicator, (like Number of Open Incidents) and then go to your age breakdown, you should be able to click into the specific age buckets, and then click "records" and see the users who have the oldest tickets.   It won't give you an average age by user, but it will show you which users have the oldest, and newest tickets open.   You can configure how you want that list to look, it's based on the actual list layout for the table you're referencing.   So you can add the 'duration, number, assigned to, assignment group' and see all of that information without needing an Assigned To breakdown specifically.

I've also asked internally for an enhancement, that I'd like to see a widget for "Top x".   So that you'd be able to get a widget to see the Assigned To with shortest time, or longest time, and that may help as well.

------------------

Now, if it's absolutely necessary to get to Assigned To by Age, then you can try it as an automatic/manual breakdown, and should be pretty safe as long as you do it as a Top Ten or limit it to a group of 30 or 50 people, someway that it's not a breakdown of 1000's

The idea is, create a manual breakdown and copy the sys_id.   Then create a new System Definition -> Scheduled Job -> Automatically Run a Script of My Choosing.

In the script, get a GlideAggregate of the table that you're looking for, add an AVG by (whatever duration field measures start to finish.)   Group by Assigned to, and order by the Aggregate (there's an example here:)   GlideAggregate - ServiceNow Wiki

Then in the while loop, take the first 10 and create an entry in pa_manual_breakdowns for the Display Name of the Assigned To.

Then you can use the manual breakdown you created, and populated with the top 10, as a breakdown source (Breakdown Source = pa_manual_breakdowns , name = your breakdown).   And any unmatched as "Other".   Set your Breakdown Mapping for the Table you want to be Assigned_To.name;

Then you SHOULD have a safe way to get at least your Top 10, Worst 10 offenders, but you can see, it'd be kinda difficult to maintain.

Notes: as described, you'd want to run this scheduled job each day to make sure the members are all there, and if you do a top ten list, it'll 'creep'.   I.e. it'll be 10 the first day, but the second day, if someone new is added, it won't remove the one that's not on the list anymore.   And you really can't, because there'll be scores for that person.   So over time it'll grow, but still be reasonable versus breaking down for everyone.