PA | Reassign & Reopen Breakdown

[DJL2]

Hi all,

I am currently developing a dashboard which focuses analysis on Open Incidents for one of our suppliers, and I am now in the process of building-out a number of the Breakdowns to support it.  The reporting requirement is calling for Breakdowns for both the Reassignment and Reopen count, in the form of numerical groupings ie:

• 0 - 5
• 6 - 10
• 11 - 15

The idea, is that my colleagues can track the daily Open Incident figure on a simple Time Service - click on it, and then select 'Reassignment Count' as a breakdown and have the groupings above displayed.  This would in part influence where senior supplier managers need to focus their attention on.

Question: is this possible?  It feels like it should be, but I'm struggling to determine how I should best approach it.  Similar grouping is required for Reopened, but the Reassignment count is more important.

Any guidance would be MUCH appreciated.

Thanks

[deanne]

You may find this info on bucket groups helpful:
https://community.servicenow.com/community?id=community_Question&sys_id=bb205428db3777c8190dfb243996...

[DJL2]

That's a link to an unrelated question? 

[Slawek_Radziewi · Accepted solution]

Go to bucket groups and create new bucket like below

After that you create breakdown source pointing to bucket

After that create Breakdown based on source

Under Breakdown Mappings you add table and field you need like Incident.Reassignment Count.

[DJL2]

Many thanks as always Slawek - I will test that when I'm next able.

I think it's the Breakdown source + mappings required where I'm still building my experience up; or, Breakdowns in general, as one or two appear to play havoc with my PA Collection Jobs.

Apologies for the delay in marking your answer as correct.

Thanks again,

DJL