PA Dashboard: Service Health Visualization Using Incident Priorities (Red/Amber/Green Indicators)

[ashwanikumar]

Hi Experts,

I’m working on a requirement to visually represent the health status of services based on associated incident priorities, and I’d appreciate guidance on best practices and design approaches.

Requirement:
We want to display services with color coded (Red/Yellow/Green) indicators based on active incidents linked to those services.

1. What is the recommended approach to model this in ServiceNow?
2. Are there OOTB capabilities?
3. How calculation will be done withing PA since Services color is dependent on incident table. Normally we glide in scripting can it be achived in PA?
4. Any performance considerations or scalability concerns

Looking forward to your expert recommendations and any real-world implementation patterns you’ve used.

Thanks,

KUMAR

[Vaibhav Chouhan]

One way to model this in ServiceNow is to create a custom field on the Service table called something like Health Status. Make it a choice field with values Green, Yellow, and Red.

Then add logic to calculate that value based on active incidents linked to the service. You can do this with a script or a Flow that checks related incidents and applies rules such as if there is any active P1 or P2 set it to Red, if there are only lower priorities set it to Yellow, otherwise set it to Green. You can first run it to populate existing records, and then use a scheduled job or trigger it on Incident insert or update so the health status stays in sync automatically.

Once that Health Status field is being maintained, reporting becomes simple. Create a pie or donut chart on the Service table, group by Health Status, and configure the chart colors to match Red, Yellow, and Green.