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ServiceNow Incident Resolution Time Report (% Incidents Meeting SLAs)

Last modified: September 23, 2019
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Estimated reading time: 6 min


ServiceNow Incident Resolution Time (% Incidents Meeting SLAs)


In this article, we will make a report to examine the metric resolution time. By using a treemap with an assignment hierarchy, we can drill down and see more specific data. We’ll also create several slicers to allow us to dynamically filter the report.

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Or you can follow these steps:

Step 1: To begin, select the ‘AMISTSM – ServiceNow – Bubble’ multidimensional database (MDB)

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

Step 3: Select the ‘OK’ button

Step 4: Select the search field, and type in ‘assignment group’. We’re going to add some filters before beginning the report itself

Step 5: Click and hold on the ‘Assignment Group’ field from under ‘Personnel’

Step 6: Drag it over to the ‘Filters on all pages section’

Step 7: Select the checkbox for ‘Select all’

Step 8: Now select the empty checkbox to exclude values with no Assignment Group

Step 9: Select the arrow to close the ‘Assignment Group’ filter

Step 10: Select the search bar, delete the last query, and type in ‘date.value’

Step 11: Click and hold on the ‘Date.Value’ field under ‘Time – Opened Date’

Step 13: Select the dropdown chart under ‘Filter type’

Step 14: Select the ‘Advanced filtering’ option

Step 15: Select the dropdown chart under ‘Show items when the value’

Step 16: Select the ‘is before’ option

Step 17: Select the date field under the last and type in ‘8/1/2017’

Step 18: Select the ‘Apply filter’ button

Step 19: Select the arrow to close the ‘Date.Value’ filter

Step 20: Select the arrow to close the ‘Filters’ pane

KPI

Step 21: Now to begin building the report, select the ‘KPI’ field

Step 22: Select the search bar, delete the last query, and type in ‘average business hours to resolve’

Step 23: Click and hold on the ‘Value’ field from under the ‘Average Business Hours To Resolve’ KPI

Step 24: Drag it over to the ‘Indicator’ section

Step 25: Also click and hold on the ‘Goal’ field under the Average Business Hours To Resolve’ KPI

Step 26: Drag it over to the ‘Target Goals’ section

Step 27: Select the search bar, delete the last query, and type in ‘month’

Step 28: Click and hold on the ‘Month’ field from under ‘Time – Opened Date’

Step 29: Drag it over to the ‘Trend axis’ section

Step 30: Select the paint roller icon to go to the ‘Format’ section

Step 31: Select the ‘Color coding’ section

Step 32: Select the dropdown chart under ‘Direction’

Step 34: Select the ‘Fields’ section

Stacked Bar Chart

Step 35: Notice that we moved the KPI. We’ll be moving around widgets in between steps from now on. Select the ‘Stacked bar chart’ option

Step 36: Select the search bar, delete the last query, and type in ‘customer department’

Step 37: Click and hold on the ‘Customer Department’ field from under ‘Personnel’

Step 38: Drag it over to the ‘Axis’ section

Step 39: Select the search bar, delete the last query, and type in ‘average business hours to resolve’

Step 40: Click and hold on the ‘Value’ field

Step 41: Drag it over to the ‘Value’ section

Step 42: Select the search bar, delete the last query, and type in ‘incidents resolved’

Step 43: Click and hold on the ‘Incidents Resolved’ field

Step 44: Drag it over to the ‘Tooltips’ section

Step 45: Select the arrow to open the ‘Filters’ pane

Step 46: Select the dropdown arrow under ‘Show items when the value’

Step 47: Select the ‘is greater than’ option

Step 48: Select the text field below and enter ‘2’

Step 49: Select the paint roller icon to go to the ‘Format’ section

Step 50: Select the switch for the ‘Data labels’ section

Step 51: Select the arrow to close the ‘Filters’ pane

Scatter Chart

Step 52: Select the ‘Scatter chart’ option from under ‘Visualizations’

Step 53: Select the search bar, delete the last query, and type in ‘assignment group’

Step 54: Click and hold on the ‘Assignment Group’ field

Step 55: Drag it over to the ‘Legend’ section

Step 56: Select the search bar, delete the last query, and type in ‘incidents per day – rolling 7’

Step 57: Click and hold on the ‘Incidents Per Day – Rolling 7’ field

Step 58: Select the search bar, delete the last query, and type in ‘average hours to resolve’

Step 59: Select the ‘Value’ field from under the ‘Average Hours to Resolve’ KPI

Step 60: Drag it over to the ‘Y Axis’ section

Step 61: Select the search bar, delete the last query, and type in ‘incidents total’

Step 62: Click and hold on the ‘Incidents Total’ field

Step 63: Drag it over to the ‘Size’ section

Step 64: Select the search bar, delete the last query, and type in ‘date.value’

Step 65: Click and hold on the ‘Date.Value’ field

Step 66: Drag it over to the ‘Play Axis’ section

Step 67: Select the arrow to open the ‘Filters’ pane

Step 68: Select the search bar, delete the last query, and type in ‘configuration item’

Step 69: Click and hold on the ‘Configuration Item’ field

Step 70: Drag it over to the ‘Filters on this visual’ section

Step 71: Select the dropdown chart under ‘Filter type’

Step 72: Select the ‘Top N’ option

Step 73: Select the text field that comes after and type in ‘20’

Step 74: Select the search bar, delete the last query, and type in ‘incidents total’

Step 75: Click and hold on the ‘Incidents Total’ field

Step 76: Drag it over to the ‘By value’ section

Step 77: Select the ‘Apply filter’ button

Step 78: Select the arrow to close the ‘Filters’ pane

Treemap

Step 79: Now select the ‘Treemap’ option from under ‘Visualizations’

Step 80: Select the search bar, delete the last query, and type in ‘hierarchy – assignee’

Step 81: Now select the ‘Hierarchy – Assignee’ field

Step 82: Delete the ‘Number’ field by selecting the x-symbol

Step 83: Select the search bar, delete the last query, and type in ‘incidents resolved’

Step 84: Click and hold on the ‘Incidents Resolved’ field

Step 85: Drag it over to the ‘Values’ section

Step 86: Select the double arrow symbol on the bottom of the Treemap multiple times to drill down to the ‘Assigned To’ layer

Step 87: Select the paint-roller icon to go to the ‘Format’ section

Step 88: Select the ‘Data colors’ dropdown section

Step 89: Select the ‘Advanced controls’ button

Step 90: Select the dropdown arrow under ‘Based on field’

Step 91: Select the search bar, and type in ‘average business’

Step 92: Select the ‘Average Business Hours to Resolve’ field

Step 93: Select the checkbox titles ‘Diverging’

Step 94: Select the color option for the minimum values

Step 95: Select the ‘Custom color’ option

Step 96: Select an option from the color wheel or enter a hexadecimal in the field. We’ll use #’27AE60’ for a green color to indicate a positive trend

Step 97: Select the colors for the Middle values and follow the same process. This time we’ll use #’F1C40F’

Step 98: Now select the colors for the Highest values by following the same process. For this one we’ll use #’C0392B’

Step 99: Select the ‘OK’ button

Step 100: Now we’re going to set up an array of slicers. Select a slicer from under ‘Visualizations’

Step 101: Select the search bar, delete the last query, and type in ‘date.value’

Step 102: Click and hold on the ‘Date.Value’ field

Step 103: Select the text field on the left for the date filter and enter a date. We’ll use ’11/24/2015’

Slicer

Step 104: Select another ‘Slicer’ from under ‘Visualizations’

Step 105: Select the search bar, delete the last query, and type in ‘category’

Step 106: Select the ‘Category’ field

Step 107: Select the arrow at the top of the slicer

Step 108: Select the ‘Dropdown’ option

Slicer

Step 109: Select another ‘Slicer’

Step 110: Select the search bar, delete the last query, and type in ‘configuration item’

Step 111: Select the ‘Configuration Item’ field

Step 112: Select the arrow in the top of the slicer

Step 113: Select the ‘Dropdown’ option

Slicer

Step 114: Select another ‘Slicer’ option

Step 115: Select the search bar, delete the last query, and type in ‘assigned support company’

Step 116: Select the ‘Assigned Support Group’ field from under ‘Personnel’

Step 118: Select the ‘Dropdown’ option

Slicer

Step 119: Select another ‘Slicer’

Step 120: Select the search bar, delete the last query, and type in ‘assigned support organization’

Step 121: Select the ‘Assigned Support Organization’ field

Step 122: Select the arrow at the top of the slicer

Step 123: Select the ‘Dropdown’ option

Slicer

Step 124: Select the ‘Slicer’ option from under ‘Visualizations’

Step 125: Select the search bar, delete the last query, and type in ‘assignment group’

Step 126: Select the ‘Assignment Groups’ field

Step 127: Select the arrow at the top of the slicer

Step 128: Select the ‘Dropdown’ option

Step 129: Now we can select different parts of the report to add focus. First we’ll select a part of the treemap

Step 130: Now we can see the focus added throughout the report. Select it again to remove the focus

Step 131: Now we’ll try one of the slicers. We’ll select the dropdown for the ‘Category’ slicer

Step 132: Select the ‘Facilities’ option

Step 133: Select the same checkbox again to remove the focus

Step 134: Now we have finished building the report

 


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