Service now reporting

[bhaveshmisty]

I need help with reporting for a specific team in ServiceNow. My goal is to clearly understand how much work each team member is doing, on a daily basis, and to be able to see this information in one dashboard.

At the moment, I’m struggling to report on activity across Incidents, Requests, and Tasks, particularly at an individual level. Ideally, I want to be able to open a dashboard and immediately see what each person has been working on, when updates were made, and whether anything is breaching SLA.

Specifically, I need individual reporting for four users, covering the following:

• How many tickets they have assigned to themselves
• How many incidents they have closed
• How many incidents they currently have open
• How many requests they have closed
• How many requests they currently have open
• How many tasks they have closed
• How many updates they have made
• Any tickets breaching SLA
• The times tickets were updated and closed

Ideally, I want this data displayed in a single dashboard, filtered Monday to Friday, showing daily activity for all four team members.

I’m sure this is achievable in ServiceNow, but I’d appreciate a step‑by‑step guide or hands‑on help to set this up correctly.

Thank you

[AndersBGS]

Hi @bhaveshmisty 

it is, but there are one of the metrics that you refer to that is not best practice and that I would advise against:

• How many updates they have made

the reason for this is, that you would need to report against the history table, which is not a good thing. All other reports can be done by metrics, task_sla and standard tables.

where do you experience issues in implementing the other reports.