Report to show up the bars side by side for opened vs Closed incidents per month for last 12 months

[RahulRAJAS]

hi 
can I create a report to show up the bars side by side for opened vs Closed incidents per month for last 12 months?

[Matthew_13]

You’re absolutely right, and this is unfortunately normal behavior.

When you group by State, ServiceNow always uses the current state of the incident. It doesn’t look at what state the record was in during that month. So when you trend by Opened at and group by State, the report is really answering, “Of the incidents created in this month, what state are they in today?” — not how many were opened vs closed in that month.

Because of that limitation, a single report can’t accurately show “opened vs closed per month” just by grouping on State.

The clean and commonly used approach is to split this into two reports:

• One report trended by Opened at to show how many incidents were created each month.

• Another report trended by Closed at (with State = Closed/Resolved) to show how many incidents were closed each month.

When you place these two bar charts side by side on a dashboard, it gives the exact comparison people expect, and the numbers are accurate.

Trying to force this into one report without Performance Analytics or historical snapshots will always give misleading results, so your observation is spot on.

@RahulRAJAS - Please mark Solution Accepted and Thumbs Up if you found Helpful!!

[SumanthDosapati]

@RahulRAJAS 

You need to use data sets to achieve this.

Check this article which explains the similar requirement for task table. You can use the same approach on incident table.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[RahulRAJAS]

I don't think we data set options right, now?

[SumanthDosapati · Accepted solution]

@RahulRAJAS 

We do have it. You can see it once you save your report. I just tried see below screenshot.

[RahulRAJAS]

Hi sumanth
That works.