PA report: "Number of open and overdue incidents" showing cancelled tickets

[Royal Sirrine]

When pulling the PA report, Number of open and overdue incidents I am finding that the report is showing "Canceled" tasks on the incident table on the report too. I cant seem to find the option to filter these out so that they do not show up in the calculations. New to PA, but should be able to follow. If not, I will ask follow up questions. 

[sachin_namjoshi]

You need to see which PA indicator and indicator source is used in this dashboard.

You will need to update filter in your PA indicator source to exclude incidents with state of cancelled.

https://<<<YOUR_INSTANCE_NAME.service-now.com/nav_to.do?uri=%2Fpa_cubes.do%3Fsys_id%3Db5cf2c23d70301...

[Royal Sirrine]

I looked there and I show and state !=Canceled

I thought that would mean this would be the case, but if !=Canceled is set, why they show on the report?

[sachin_namjoshi]

As per your screenshot, it looks like you are showing incident SLA state and NOT incident state.

Incident SLA will be cancelled in many ways.

You need to drill down in your PA dashboard to check indicator source table.

Regards,

Sacjom

[Royal Sirrine]

Let me replicate my steps to find the area I think needs to be fixed:

Here is the widget on our dashboard

Clicking on the edit icon, I get get this screen

I then click on the Indicator (i) to open the record of Number of Open and overdue incidents and get here:

I first tried to add my filter at the Additional conditions tab, but that didnt solve my issue...

I am guessing you want me to then go to the indicator source so I do the same to open it

and this is what I see: