Using Advanced analytics to access AWA dashboards

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Using Advanced analytics to access AWA dashboards

    Advanced analytics in ServiceNow enable you to view and manage Advanced Work Assignment (AWA) dashboards through an intuitive interface. This feature helps you quickly access dashboards you own, recently viewed, or that have been shared with you, improving your ability to monitor and analyze work assignments efficiently.

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    Key Features

    • Dashboard Categories: Dashboards are organized into four categories for easy access:
      • Recent: Displays up to nine dashboards you have visited recently, sorted by most recent.
      • Owned by me: Shows dashboards you created or have ownership of.
      • Shared with me: Lists dashboards shared with you directly or via group or role membership.
      • All: Displays all dashboards accessible to you.
      Note that the selected category filters the dashboards shown in the Groups list and Dashboard Picker.
    • Dashboard Group Filtering: You can filter dashboards by groups (such as Incident group). If no dashboards in a selected group are available, a notification informs you that no matching dashboards exist.
    • Sorting: Except for the Recent category, dashboards are sorted ascendingly by:
      • Dashboard group order (optional order number set by the owner)
      • Dashboard group name
      • Dashboard order (optional order number set by the owner)
      • Dashboard name
    • Advanced Analytics Tiles: Tiles display dashboard widget thumbnails, group name, your access level (Owner, Editor, Viewer), dashboard name, and owner. Access levels determine your permissions on each dashboard.
    • Access Restrictions: If you cannot view a widget, a prompt advises contacting the administrator. Restrictions may be due to configuration issues, access rights, or lack of data.
    • Dashboard Creation and Configuration: You can create or configure responsive dashboards directly from the Advanced Analytics interface using the New button.

    Practical Benefits for ServiceNow Customers

    • Streamlines access to relevant AWA dashboards, enhancing visibility into workload assignments and performance.
    • Enables users to efficiently find dashboards by ownership, sharing, or recent use, reducing time spent searching for information.
    • Provides clarity on access levels and ownership, supporting collaboration and governance.
    • Offers customization through ordering and grouping, allowing tailored dashboard organization aligned with business needs.
    • Improves troubleshooting by clearly indicating when access or data issues prevent dashboard visibility.

    Advanced analytics enable you to view cards that represent the Advanced Work Assignment dashboards that you have access to. You can also see a dashboard picker, which lets you view the cards for all the dashboards in a group. You can then search and choose a dashboard from a list.

    Navigate to Advanced Work Assignment > Management > Advanced Analytics.

    The advanced analytics for the dashboards lets you see the dashboards in one of these categories: by default, the Recent category is selected when you visit the advanced analytics for the dashboards.

    • Recent shows up to nine dashboards that you have visited recently. The most recent are shown first.
    • Owned by me shows the dashboards that you have created and those dashboards to which you have been assigned ownership.
    • Shared with me shows the dashboards which have been shared with you as a user, or member of a group or role.
    • All shows all the dashboards that you have access to.
    Note:
    The category that you choose limits the dashboard groups and individual dashboards that you see when you choose from the Groups list and the Dashboard Picker field. If no dashboards in the incident group have been shared with you, and you select Incident from the Groups list, then the overview displays a note that no dashboards match your search.
    All tabs except for the Recent tab are sorted in ascending order by:
    1. Dashboard group — Order

      The owner of the dashboard can specify an order number in the dashboard group's form. This field is optional.

    2. Dashboard group — Name
    3. Dashboard — Order

      The owner of the dashboard can specify an order number in the dashboard's form. This field is optional.

    4. Dashboard — Name

    Using Advanced Analytics tiles

    Tiles on Advanced Analytics show thumbnails of the widgets on the dashboard, the dashboard group, your level of access on the dashboard, the name of the dashboard, and the owner of the dashboard. Dashboard access levels are Owner, Editor, and Viewer. For more information, see Share a responsive dashboard. Dashboard tile example with callouts for dashboard widget types, dashboard group, level of access, and dashboard name.
    Note:
    If you can't view a dashboard widget, you will see a message that prompts you to contact the administrator. You may not be able to view a dashboard widget because of wrong configuration settings, access restrictions, or because there is no data to display.

    Using the Advanced Analytics Groups list

    The advanced analytics screen defaults to showing only the dashboards related to AWA. You can see other dashboards by changing the Groups list to show only those dashboards in another single group. Dashboard Advanced Analytics screen with AWA dashboards

    Click New to Create or configure a responsive dashboard.