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How to Build a Incidents and Related Configuration Items Dashboard in ServiceNow with Excel

Last modified: January 26, 2021
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Estimated reading time: 3 min


How to Build a Incidents and Related Configuration Items Dashboard in ServiceNow with Excel

In this article you will use Excel to create a dashboard that highlights the incidents field and related configuration items for a data set. This dashboard will have drill-down capabilities and provide you with important metrics that will increase the understanding of the specific strengths and weaknesses in each area of business.

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

Step 1: To begin visualizing the data, select your multidimensional database (MDB)

Step 2: Select the ‘INC – Incident Management’ cube

Step 3: Select ‘Next’

Step 4: Make sure to select the ‘Always attempt to use this file to refresh the data’ checkbox.

Step 5: Click ‘Finish’

Step 6: In the ‘Import Data’ pop-up, we don’t need to change anything, so just select ‘Ok’

Step 7: Under the ‘PivotTable Fields’ section, open the ‘Counts’ folder.


Step 8: Inside the ‘Counts’ folder select ‘Incidents Closed’

Step 9: Now that we can check that against other values in the table. Open the ‘Summary Folder’

Step 10: From there, you can select whatever is most useful. For this example we’re going to use ‘Model Number’

Step 11: Click on a cell inside the ‘Incidents Closed’ row

Step 12: By left clicking on the cell, we can select ‘Sort à Set Largest to Smallest’ to arrange our data.

Step 13: Now back under ‘PivotTable Fields’ scroll to the ‘INC – Incident Management’ folder to click and hold ‘Hierarchy – Category’

Step 14: Drag it down into the ‘Rows’ section to make it appear in our table.

Step 15: Next open up the ‘Classification’ folder

Step 16: Click and hold ‘Category’

Step 17: Drag it down to ‘Rows’ as well.

Step 18: Right-clicking on the table allows us to select ‘Expand/Collapse à Collapse Entire Field’ to make everything easier to manage.

Step 19: Once that’s done, we can click on any of the rows to open a small table.

Step 20: We can then sort these smaller tables individually, by right-clicking and selecting ‘Sort a Sort Largest to Smallest’ again.

Step 21: Now (still in the ‘Classification’ folder) click and hold ‘Number’

Step 22: And drag it down to ‘Rows’ again

Step 23: Now we’re going to collapse everything again to clean it up a bit by right-clicking and selecting ‘Expand/Collapse > Collapse Entire Field’

Step 24: Click on the ‘database’ row to open it

Step 25: Select the first row inside the ‘database’ table

Step 26: Now click on the ‘Analyze’ tab

Step 27: Now click on ‘OLAP Tools’

Step 28: Click ‘Property Fields’

Step 29: Now we’re going to scroll around to find the property fields we want for the dimension. First, pick ‘Priority’

Step 30: Then select ‘Short Dimension’

Step 31: Then select ‘Made SLA’

Step 32: And finally, ‘Assigned To’

Step 33: Now that we have all the ones we want, we click ‘OK’

Step 34: Now we have all the fields in the table, and we’re finished.


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