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How to Build an Incident Management Dashboard for a ServiceNow Incident Matrix in Power BI Report Builder

Last modified: November 26, 2019
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Estimated reading time: 3 min

How to Build an Incident Management Dashboard for a ServiceNow Incident Matrix in Power BI Report Builder

In this article, we will be building a small report to show the use of an incident matrix to give some simple short descriptions. This report can be built in SSRS or Power BI Report Builder. We use Power BI Report Builder, which you can download here. It is free and utilizes cloud databases.

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This video provides step-by-step instruction, or you can follow the steps listed here.

Or you can follow these steps:

Step 1: To begin, we’re going to go through the setup by starting with the ‘Table or Matrix Wizard’

Step 2: Select ‘Next >’ after making sure that ‘Create a dataset’ is selected

Step 3: Select ‘New…’ to begin a new connection

Step 4: We’re not going to change the name of the data source in this example, but feel free to do so yourself. Next, select the dropdown arrow under ‘Select connection type’

Step 5: Select ‘Microsoft SQL Server Analysis Services’

Step 6: Select the ‘Build…’ button to start building a connection string

Step 7: Select the text field under ‘Server name:’ and type in your SaaS server name (ex:

Step 8: Select the dropdown arrow under ‘Select or enter a database name:’

Step 9: Select an appropriate. For this example, we’ll be using ‘AMITSM – ServiceNow – PublicDemo’

Step 10: Select ‘OK’ to confirm our choice

Step 11: Select ‘OK’ again now that we’ve finished specifying the data source

Step 12: Select ‘Next >’ to move into the next part of the wizard

Step 13: After making sure to use an Incident Management cube, type ‘incidents total’ into the search field, and then click and hold ‘Incidents Total’

Step 14: Drag ‘Incidents Total’ over into the main query area on the right

Step 15: Now after deleting our last search, type in ‘hierarchy – assignee’ to the search field. Then click and hold on ‘Hierarchy – Assignee’

Step 16: Drag ‘Hierarchy – Assignee’ over into the main query area on the right, where it should appear as a whole set of new queries

Step 17: Delete the last search, type in ‘short description’ to the search field. After that, scroll to the bottom of the results and drag ‘Short Description’ into the search field

Step 18: Now delete the previous search, type in ‘priority’ to the search bar, and then drag ‘Priority’ into the ‘<Select dimension>’ area near the top of the window

Step 19: Select the checkbox under ‘Parameters’ all the way to the right

Step 20: Now click on the dropdown area under ‘Filter Expression’

Step 21: Click the ‘+’ symbol to the left of ‘All’ to see the filters

Step 22: For this example, we’ll use ‘1 – Critical’

Step 23: Select ‘OK’ to finish the filter

Step 24: Now select the ‘Next >’ button to finish building the table

Step 25: Now click and hold on the ‘Incidents_Total’ field

Step 26: Drag it over into the ‘Values’ section on the right

Step 27: Click and hold on ‘Assignment Group’, then ‘Assigned_To’, and then ‘Number’

Step 28: Drag each of them into the ‘Row_groups’ area

Step 29: Select the ‘Next >’ button

Step 30: For the layout of the chart, select ‘Stepped, subtotal above’

Step 31: Now select the ‘Next >’ button


Step 32: Select ‘Finish >>’

Step 33: Now that the table’s been created, drag the edge of the chart over to make it easier to see

Step 34: Now select the ‘+’ symbol next to ‘Datasets’

Step 35: Click and hold on  ‘Short_Description’

Step 36: Drag it over into the middle of the chart so we have it in a different section

Step 37: Now select the top of the report and type in a good title, we’ll use ‘Total Incidents by Group’

Step 38: Now select the ‘Run’ button

Step 39: Now we can see the entire report. Opening the ‘+’ symbols on the left allows us to drill all the way down to the ‘Number’ of each ‘Assigned_To’ and see a short description in the middle


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