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SLA Detail (% Incidents Meeting SLAs)

Last modified: October 1, 2019
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Estimated reading time: 6 min


SLA Detail (% Incidents Meeting SLAs)


In this article, we will make a report to examine the metric SLA detail. We’ll be using two treemaps, and editing one to make the colors more intuitive. 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: Select the ‘AMITSM’ – ServiceNow’ MDB (multidimensional database)

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’

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

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 next checkbox, which is empty, so we can exclude those values

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

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

Step 11: Click and hold on the ‘Date.Value’ field

Step 12: Drag it over to the ‘Filters on all pages’ section

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 text field below to enter a date, we’ll use ‘8/1/2019’

Step 18: Select the ‘Apply filter’ button

Step 19: Select the ‘Collapse’ arrow for the ‘Date.Value’ filter

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

KPI

Step 21: To begin building the report, select the ‘KPI’ option

Step 22: Select the search field, delete the last query, and type in ‘Percentage of Incidents Meeting SLAs’

Step 23: Click and hold on the ‘Percentage of Incidents Meeting SLAs’

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

Step 25: Click and hold on the ‘Goal’ field from ‘Percentage of Incidents Meeting SLAs’

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

Step 27: Select the search field, delete the last query, and type in ‘months’

Step 28: Click and hold on the ‘Months’ field

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

Step 30: Click and drag the chart to move it around the report. We’ll be rearranging the report in-between steps from now on

Treemap

Step 31: Select the ‘Treemap’ from under ‘Visualizations’

Step 32: Select the search field, delete the last query, and type in ‘customer department’

Step 33: Click and hold on the ‘Customer Department’ field

Step 34: Drag it over to the ‘Group’ section

Step 35: Select the search field, delete the last query, and type in ‘incidents breaching service targets’

Step 36: Click and hold on the ‘Incidents Breaching Service Targets’

Step 37: Drag it over to the ‘Values’ section

Scatter Chart

Step 38: Select the ‘Scatter chart’ from under ‘Visualizations’

Step 39: Select the search field, delete the last query, and type in ‘configuration item’

Step 40: Click and hold on the ‘Configuration Item’ field

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

Step 42: Select the search field, delete the last query, and type in ‘incidents per day – rolling 7’

Step 43: Click and hold on the ‘Incidents Per Day – Rolling 7’Step 44: Drag it over to the ‘X Axis’ section

Step 44: Drag it over to the ‘X Axis’ section

Step 45: Select the search field, delete the last query, and type in ‘incidents breaching service targets’Step 46: Click and hold on the ‘Incidents Breaching Service Targets’ field

Step 47: Drag it over to the ‘Y Axis’ section

Step 48: Select the search field, delete the last query, and type in ‘date.value’

Step 49: Click and hold on the ‘Date.Value’ section

Step 50: Drag it over to the ‘Play Axis’ section

Step 51: Select the search field, delete the last query, and type in ‘incidents total’

Step 52: Click and hold on the ‘Incidents Total’ field

Step 53: Drag it over to the ‘Size’ section

Step 54: Now select the arrow to open the ‘Filters’ pane

Step 55: Select the arrow to open the ‘Configuration Item’ filter

Step 56: Select the dropdown chart under ‘Filter type’

Step 57: Select the ‘Top N’ option

Step 58: Select the text field and enter a number, we’ll use ‘20’

Step 59: Click and hold on the ‘Incidents Total’ field again

Step 60: Drag it over to the ‘By value’ section

Step 61: Select the ‘Apply filter’

Step 62: Select the arrow to close the ‘Filters’ pane

Treemap

Step 63: Select the ‘Treemap’ from under ‘Visualizations’

Step 64: Click and hold on the ‘Incidents Total’ section

Step 65: Drag it over to the ‘Values’ section

Step 66: Select the search field, delete the last query, and type in ‘percentage of incidents meeting slas’

Step 67: Click and hold on the ‘Value’ section from ‘Percentage of Incidents Meeting SLAs’

Step 68: Drag it over to the ‘Tooltips’ section

Step 69: Select the search field, delete the last query, and type in ‘assignment group’

Step 70: Click and hold on the ‘Assignment Group’ field

Step 71: Drag it over to the ‘Group’ section

Step 72: Select the paint-roller icon to go to the ‘Format’ section

Step 73: Select dropdown arrow for the ‘Data colors’ section

Step 74: Select the ‘Advancement controls’ button

Step 75: Select the dropdown channel from under ‘Based on field’

Step 76: Select the search bar and type in ‘percentage of incidents meeting SLAs’

Step 77: Select the ‘Value’ field

Step 78: Select the ‘Diverging’ checkbox

Step 79: Select the color for the ‘Minimum’ values

Step 80: Select the ‘Custom color’ option

Step 81: Select a color from the wheel or use a hexadecimal code. We’ll use #’C0392B’ for a red color to indicate negativity

Step 82: Now select the colors for the ‘Center’ values and follow the same steps. This time we’ll use the color #’F1C40F’

Step 83: Select the color for the ‘Minimum’ values. For this one we’ll use #’27AE60’

Step 84: Select the ‘OK’ button to finish

Table

Step 85: Select the ‘Table’ from under ‘Visualizations’

Step 86: Select the search field, delete the last query, and type in ‘number’

Step 87: Select the checkbox for the ‘Number’ field

Step 88: Select the search bar, delete the last query, and type in ‘priority’

Step 89: Select the ‘Pricing’ field

Step 90: Select the search bar, delete the last query, and type in ‘configuration item’

Step 91: Select the ‘Configuration Item’ field

Step 92: Select the search bar, delete the last query, and type in ‘assignment group’

Step 93: Select the ‘Assignment Group’ field

Step 94: Select the search bar, delete the last query, and type in ‘short description’

Step 95: Select the ‘Short Description’ field

Step 96: Select the search bar, delete the last query, and type in ‘breaching service targets’

Step 97: Select the ‘Incidents Breaching Service Targets’ field

Step 98: Select the search bar, delete the last query, and type in ‘impact’

Step 99: Select the ‘Impact’ field

Step 100: Select the paint-roller icon to go to the ‘Format’ section

Step 101: Select the dropdown arrow for the ‘Style’ option

Step 102: Select the dropdown chart currently labeled ‘Default’

Step 103: Select the ‘Condensed’ option

Slicer

Step 104: Now to set up an array of slicers, select ‘Slicer’ from under ‘Visualizations’

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

Step 106: Select the‘Date.Value’ field

Step 107: Select the first text field and enter a date. We’ll use ’10/10/2019’

Slicer

Step 108: Select another ‘Slicer’ from ‘Visualizations’

Step 109: Select the search bar, delete the last query, and type in ‘category’

Step 110: Select the ‘Category’ field

Step 111: Select the arrow in the top right corner of the page

Step 112: Select the ‘Dropdown’ option

Slicer

Step 113: Now select another ‘Slicer’

Step 114: Select the search bar, delete the last query, and type in ‘configuration item’

Step 115: Select the ‘Configuration Item’ field

Step 116: Select the arrow in the top right corner of the slicer

Step 117: Select the ‘Dropdown’ option

Slicer

Step 118: Select another ‘Slicer’ from under ‘Visualizations’

Step 119: Select the search bar, delete the last query, and type in ‘assigned support company’

Step 120: Select the ‘Assigned Support Company’ field

Step 121: Select the arrow in the top right corner of the slicer

Step 122: Select the ‘Dropdown’ option

Slicer

Step 123: Select another ‘Slicer’

Step 124: Select the search bar, delete the last query, and type in ‘assigned support organization’

Step 125: Select the ‘Assigned Support Organization’ field

Step 126: Select the arrow in the top right corner of the slicer

Step 127: Select the ‘Dropdown’ option

Slicer

Step 128: Select another ‘Slicer’

Step 129: Select the search bar, delete the last query, and type in ‘assignment group’

Step 130: Select the ‘Assignment Group’ field

Step 131: Select the arrow in the top right corner of the slicer

Step 132: Select the ‘Dropdown’ option

Slicer

Step 133: Select one last ‘Slicer’

Step 134: Select the search bar, delete the last query, and type in ‘priority’

Step 135: Select the ‘Priority’ field

Step 136: Now that we’ve finished, we can use the slicers to dynamically modify the report. Select the ‘Critical’ filter from the ‘Priority’ slicer to see filter in place

Step 137: Simply select it again to remove the filter

Step 138: We can also select areas of the Treemap to add a focus on the rest of the report

Step 139: Select it again to remove the focus

 


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