Trend report to show historic open incidents

[mikecurry]

Hi,

I'm after showing a trend graph of open incidents that are active per day over a year period. The report should show the number of open tickets at the end of the day that are still active. Any advice would be appreciated.

Thanks,

Mikee

[Uncle Rob]

So the trick is storing the sum for your condition for every time interval slice you specify.   The system won't be able to look back every day and evaluate the entire data set for "was this still open back then".   I believe the Performance Analytics solution can help you here, but that's at extra cost.

You might be able to cobble something together with metrics:   http://wiki.servicenow.com/index.php?title=Metric_Definition_Support#gsc.tab=0

The key is you're not counting Incidents.   You're counting records that attest to the Incident being active on each day for the period you're reporting off of.

Make sense?

[gyedwab]

@rfedoruk is right, you'd need some way of snapshotting the active incidents on a regular time interval, whether it's by writing javascript like the Metrics above, PA, or Explore Analytics. A sample chart might look like this:

https://my.exploreanalytics.com/pub/view/92ba7229396b44b0b148f172c5594f0a

The advantage with Explore Analytics is that it takes a self-service approach to setting up data snapshots, so it's easy to allow your business users to define those reports themselves, rather than Metrics or PA which would require a reporting administrator or the system administrator to set up the data gathering.

[eric_hemmer]

Performance Analytics would be able to easily do this trend for you.   In fact, if you are on Eureka or later, there is a free version of PA that you can play with.   See the wiki for details.  

[Uncle Rob]

Punch me in my eye!   I didn't know the Incident management component of it was free.