SnapShot Reporting (Trending)

Eddie Montiel
Kilo Explorer

‎11-26-2019 12:47 PM

Good day ServiceNow Community, 

 

I've been working on a report that i've been tasked to build.  I have played around in ServiceNow using trending report and have also performed research on this and it seems that this is a Unicorn of a report.  Here is what i've been trying to get, just a quick FYI (we don't have performance analytics).  I would like to be able to see the improvement of unassigned tickets per month and we should see a trend but i can't get an accurate snap shot per month since the data changes.

I've tried using a trending chart and can't get an accurate trend.

Has anyone been able to put this together i have searched the internet and no go.  Any direction would be greatly appreciated.

 

Thank you all.

 

 

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Adam Stout
ServiceNow Employee
ServiceNow Employee

‎11-26-2019 06:15 PM

You can't accurately track what was unassigned based on data available today (you can track what is unassigned though).  What you are describing is a pretty standard use case for Performance Analytics.  If this is Incident data, I would start with the complimentary version of Performance Analytics which covers Incident.  I'm not sure if it has unassigned metrics, but it would be a good start.  With Performance Analytics Premium (or ITSM Pro), you would be able to configure this in a few minutes.

https://docs.servicenow.com/bundle/newyork-performance-analytics-and-reporting/page/use/performance-...

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