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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