question Re: How to calculate total in reports? in Performance Analytics forum

How to calculate total in reports?

Reddy — Wed, 13 Dec 2023 15:12:39 GMT

Hi,

I have a requirement to create a report that shows the number of incidents opened and closed in the last 12 months for group X. For each month, I need to calculate the number of incidents that were opened and closed and add the total to the following month.

Here's an example to help clarify: From August 2023 to November 2023, we had 100 open incidents. In December, we opened 50 incidents and closed 40 incidents, leaving us with 10 incidents that still need to be added to the total. This brings the total to 110 incidents.

Please let me know how can I achieve it.

Thank you.

Re: How to calculate total in reports?

SLK Gupta — Wed, 13 Dec 2023 16:04:24 GMT

Hi @Reddy ,

You can use the exixting report which is available in the performance analytics.
Please follow below steps in your PDI:

1. Navigate to Performance Analytics>Dashboards

2. After opening Dashboards, select ALL and locate incident Overview Dashboard.

3. After opening the Incident Dashboard, scroll down to the bottom and you can find a report which contains incidents sorted by opened and closed dates by week.

4. now click on the configuration button which is availble on the top right corner.

5. Now hover over the incident report and you can find the option to edit it.

6. The report will open, and you can configure it as required you can select month instead of week, as per your requirement @Reddy

you can use this report as a reference and you can create your required report based on this @Reddy

If my response helps you in fulfilling your requirement, please mark it as accepted solution/helpfull @Reddy

Thanks & Regards,

S. Lakshmikanth Gupta.

Re: How to calculate total in reports?

Reddy — Wed, 13 Dec 2023 19:23:48 GMT

@SLK Gupta Thank you for your response.

How to calculate the number of incidents opened and closed each month and add the total to the following month?

Re: How to calculate total in reports?

AndersBGS — Thu, 14 Dec 2023 07:40:41 GMT

Hi @Reddy ,

To calculate the open - closed on a given month is easy through performance analytics, but to add the score to the next month doesn't make any sense and is not possible as such OOTB in ServiceNow. Not through the report designer and not through performance analytics. Please elaborate on your business requirement, hence it will be much more easy to help you.

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

Best regards

Anders

Re: How to calculate total in reports?

Reddy — Thu, 14 Dec 2023 14:37:26 GMT

@AndersBGS @AndersBGS Thank you for your response.

How do I calculate the total number of open incidents vs closed incidents for the past 12 months?

For example, if there were 30 open incidents and 10 closed incidents in October, I want to determine the monthly difference and display the total count of open incidents for 12 months.

Re: How to calculate total in reports?

AndersBGS — Thu, 14 Dec 2023 14:42:53 GMT

Hi @Reddy ,

Two options:

1st option (The best), Create an automated indicator in performance analytics to capture any incidents that are in open, pending etc. state.

2nd option: take the opened - resolved = difference. (Remember here, that many incidents can be assigned out/in of assignment group, hence this number only gives the difference - NOT the backlog.

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

Best regards

Anders

Re: How to calculate total in reports?

Reddy — Thu, 14 Dec 2023 14:48:18 GMT

@AndersBGS I've successfully created the total using automated Indicators and formula Indicators.

Re: How to calculate total in reports?

AndersBGS — Thu, 14 Dec 2023 14:52:06 GMT

Hi @Reddy

Perfect, let me know if any concerns.

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

Best regards

Anders

Re: How to calculate total in reports?

AndersBGS — Thu, 21 Dec 2023 09:33:55 GMT

Hi @Reddy

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

best regards

Anders