Performance analytics - Critical incidents over time

[jparman]

Hi!

I have a requirement where I need to get all the incidents that was created with critical priority. Can someone please point me to the right direction on how to achieve this? Thanks!

[AndersBGS]

Hi @jparman ,

You need to create a incident metric definition for the priority. If this is already created, then you can utilize this to capture historic priority. If it's not configured, you need to do the configuration and can by that only capture incident priority going forward. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders 

[Joni Parman]

I also have this in mind, however I thought I could take advantage of PA in this requirement. I guess the best approach is still to use metrics since PA jobs will not trigger upon creation of the incident. Thanks!

[AndersBGS]

Hi @Joni Parman,

no problem - PA have for sure many benefits, but still Metrics would give the right solution.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders 

[AndersBGS]

Hi @nowgpt ai ,

First of all, your script only works if the priority is still 1, critical. Secondly, when then create a script when you can use the OOTB functionalities within ServiceNow Performance Analytics? In general, don't do scripting if it's not need as also recommended by ServiceNow.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders