Report on ticket touches per hour
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03-15-2019 11:23 AM
We have been asked to create a report on ticket touches per hour. What would be the best way to get this data? Is there something I can work with in PA that is OOB? It does not look like we have the full version of PA.
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Performance Analytics
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Reporting
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03-15-2019 12:13 PM
It depends on what "touches" means in your instance.
Does touches means incident is assigned to support user or assignment group?
You can configure incident metric definition and then add script in metric definition which will create metric instance based on your "touch" requirements.
You can then report on metric instance table.
Regards,
Sachin
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03-15-2019 01:56 PM
I will get more information on what they mean by touch and ticket. I was just asked by the Service Desk manager who was asked by his manager.
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03-15-2019 02:49 PM
Performance Analytics can only store one score per day, so it can't be used for reporting on hourly changes.
Every record in ServiceNow has a field called "Updates" which keeps track of how many times the record has been updated. You could take the value of "Updates" as of right now and substract it from the value from one hour ago, assuming you stored it somewhere.
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03-18-2019 05:35 AM
Thanks for the info on Performance Analytics.
