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.
If you’d like to see more information regarding Northcraft and its products, you can check us out on our YouTube channel.
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
Support Information
Support by website
You can obtain technical support from Northcraft Analytics 24 hours a day, 7 days a week at https://northcraftanalytics.desk.com. From this website, you can:
- Find the most current information regarding Northcraft Analytics products.
- Manage your account information
- Upload documents for content sharing exchange.
- View shared documents from other users.
- Order or download product documentation.
- Download products and maintenance releases.
- Report an issue or ask a question.
Support by telephone or email If you need technical support either by phone or email:
Call (+1) 800 565 1375
or by email using:
support@northcraftanalytics.com
Every effort has been made to make this as complete and as accurate as possible, but no warranty or fitness is implied.
The information is provided on an “as is” basis. The author and Northcraft Analytics, LLC, shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information contained in this manual or from the use of the discs or programs that may accompany it.
Copyright © 2010 Northcraft Analytics LLC. All Rights Reserved.