Setting up Average cost per incident.

[EveThorpe]

Hi,

I am trying to get our cost PA indicators to work to show cost per inc/ req. I have added a state and made active in the fixed cost definition but kept it ootb

but the formula in the is below -

[[Number of resolved incidents]] == 0 ? 0 : [[Cost of Incidents Resolved]]/[[Number of resolved incidents]]

Do I need to change anything with the first part of the formula?

Thanks

[Chio]

make sure that the ff are enabled

Fixed Cost Definition (modify the conditions and values as needed and don't forget to set to active)

https://<yourinstance>.service-now.com/now/nav/ui/classic/params/target/fixed_cost_definition_list.do

Metric instance definition for incident and request (make sure these are active)

https://<yourinstance>.service-now.com/metric_definition_list.do?sysparm_query=nameLIKEcost&sysparm_first_row=1&sysparm_view=&sysparm_choice_query_raw=&sysparm_list_header_search=true

PA job

[PA Fixed Cost] Daily Data Collection

So basically, every time an incident and requests are resolved/closed complete, it will register an entry into the metric instance table.  The PA job will collect it daily and that's the only time you will have a value in the widget.

You cannot retroactively generate the cost per ticket values unless if you do it maybe via script.