Hi,
I'm trying to create Service Level Management reporting on KPIs such as 'Average Business Elapsed Time' of SLA records.
Taking the business elapsed time - if we have a customer with a 8 hour business hour schedule and data against a record shows that the business elapsed time was 24 hours, it would actually mean that the SLA ran for 4 days (24/8).
I'm having a challenge with the default value formatting which includes a day format. Rather than showing a 24 hours business elapsed time it would display / calculate this as 1 day (24/24). This is because ServiceNow is treating the data without the context of the business schedule. Clearly, reporting that the average duration was 1 day, can be very misleading.
I decided that I would try to limit the value formatting to say that the max value type was 'hour' and the minimum type was 'minute'.
This works well when looking at value labels displayed but anyone that hovers over gets a tooltip that shows it in days.
Documentation does include the following point:
"Hide value in tooltip. Do not show the unrounded, unabbreviated value in the tooltip"
This option doesn't appear for me in my reports, but even if it did, whilst it would avoid people seeing it, it would stop people from being able to view smaller labels (for example in a stacked bar). As you can see in one of the screnshots below, the data label doesn't always appear or isn't always clear which is why tooltip is important.
In addition to this, if the 'data table' is enabled, all values are showing without the number formatting applied.
Has anyone had any experience of solving this type of issue and if so, how did you go about it?
I've included a screenshot below that highlights the issue
