Dashboard creation

[RoshaniB]

Short Description:Requirement for dashboard creation : Governance Metrics for PI System Tickets (Incidents & Service Requests)

Description: 

Below are the different type of views we want to be displayed in the dashboard. This Dashboard should be in the global level ( i.e. covering the global and local groups ) and in the local level as well, which will be sent as performance reports via email to each site PI system owners.
1. Open Tickets
Definition: Count of all tickets currently open (status ≠ closed/resolved).
Purpose: Shows workload and backlog.
2. Open Unassigned Tickets
Definition: Tickets that are open but have no assignee.
Purpose: Identifies governance gaps — tickets not being actively managed.

3. Tickets Breached SLA
Definition: Tickets that have exceeded their SLA target (response or resolution).
Purpose: Tracks compliance failures and governance risks.
4. Tickets Closed Within SLA
Definition: Tickets resolved/closed within SLA compliance.
Purpose: Measures effectiveness and governance success.
5. Overall performance
Definition: Tickets Incoming vs Tickets resolved ( within SLAs) Green Days VS Red Days
Purpose: Measures overall success.

Suggested Dashboard Layout
Top KPIs (tiles):
Open Tickets
Open Unassigned
SLA Breached
Closed Within SLA
Trend Chart: SLA compliance trend over the past 2 weeks.
Bar Chart: Distribution of open tickets by team/assignee.
List View: Drill-down of SLA-breached tickets.

Governance Insights
High open unassigned tickets → governance issue (lack of ownership).
High SLA breaches → process bottlenecks or resource gaps.
High closed within SLA → strong compliance and governance maturity.

The Various SNOW assignment groups are as follows:
Global : LOT-GDM-PI-Global
Local Sites : LOT-GDM-Stein, LOT-GDM-Visp, LOT-GDM-Singapore, LOT-GDM-Slough.

Can anyone suggest please how can I achieved this requirement.

[Dr Atul G- LNG · Accepted solution]

Hi @RoshaniB 

Look like yiu copy paste teh wqhoel user story for comunit to help 

Cretae sepearet reportafd ad dtehm in oen dahsbaord 

1. Open Tickets
Definition: Count of all tickets currently open (status ≠ closed/resolved).
Purpose: Shows workload and backlog.

Atul: easy to do, just put a condition on state/Status
2. Open Unassigned Tickets
Definition: Tickets that are open but have no assignee.
Purpose: Identifies governance gaps — tickets not being actively managed.

Atul: Where Assigned to = empty

3. Tickets Breached SLA
Definition: Tickets that have exceeded their SLA target (response or resolution).
Purpose: Tracks compliance failures and governance risks.

Atul: Table = task_sla

Breach = True
4. Tickets Closed Within SLA
Definition: Tickets resolved/closed within SLA compliance.
Purpose: Measures effectiveness and governance success.

Atul: Table = task_sla

Breach = False

5. Overall performance
Definition: Tickets Incoming vs Tickets resolved ( within SLAs) Green Days VS Red Days
Purpose: Measures overall success.

Atul: trend type report

Created vs Resolved.

[Dr Atul G- LNG · Accepted solution]

Hi @RoshaniB 

Look like yiu copy paste teh wqhoel user story for comunit to help 

Cretae sepearet reportafd ad dtehm in oen dahsbaord 

1. Open Tickets
Definition: Count of all tickets currently open (status ≠ closed/resolved).
Purpose: Shows workload and backlog.

Atul: easy to do, just put a condition on state/Status
2. Open Unassigned Tickets
Definition: Tickets that are open but have no assignee.
Purpose: Identifies governance gaps — tickets not being actively managed.

Atul: Where Assigned to = empty

3. Tickets Breached SLA
Definition: Tickets that have exceeded their SLA target (response or resolution).
Purpose: Tracks compliance failures and governance risks.

Atul: Table = task_sla

Breach = True
4. Tickets Closed Within SLA
Definition: Tickets resolved/closed within SLA compliance.
Purpose: Measures effectiveness and governance success.

Atul: Table = task_sla

Breach = False

5. Overall performance
Definition: Tickets Incoming vs Tickets resolved ( within SLAs) Green Days VS Red Days
Purpose: Measures overall success.

Atul: trend type report

Created vs Resolved.

[Tanushree Maiti · Accepted solution]

Hi @RoshaniB ,

1. Refer : Opened vs. Closed Task Records combined in one Report Chart

2.  Refer: https://www.youtube.com/watch?v=vkzlJXgKuXU&t=38s

3. Refer: How to create report on Achieved vs Breached SLA on Incident

                 SLA breached report 

                 SLA basic reporting percentage - Achieved & Breached 

4. Refer: https://www.youtube.com/watch?v=bEoU7HJni24

5.  Refer: https://www.youtube.com/watch?v=L-tXSATrtKU

                 https://www.servicenow.com/community/developer-forum/response-sla-resolution-sla-and-fcr-reports-cre...

How to use Process Optimization to do SLA Breach Analysis