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SLA Detail

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


SLA Detail


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: To begin, select the multidimensional database titled ‘AMITSM – ServiceNow – Bubble’

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

Step 3: Select the ‘OK’ button

Step 4: Select the search bar, delete the last query, 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 of the ‘Filters’ pane

Step 7: Select the checkbox for the ‘Select all’ field

Step 8: Select the empty checkbox to filter out all the empty fields

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

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

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

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:’ section

Step 16: Select the ‘is before’ option

Step 17: Select the date field and type in ‘8/1/2017’ to only see values before this date

Step 18: Select the ‘Apply filter’ button

Step 19: Select the arrow to close the filter

Step 20: Select the arrow in the top left corner of the pane to close it

KPI

Step 21: Select the ‘KPI’ option from under the ‘Visualizations’ section

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’ field under ‘Performance Metrics’

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

Step 25: Select the ‘Goal’ field from under the ‘Percentage of Incidents Meeting SLAs’ KPI

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

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

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

Step 30: Click and hold on the widget to move it around the report

Step 31: Drag the edges of the KPI to resize it. This also works for all the other widgets, and we’ll be moving them around in between steps from now on

Treemap

Step 32: Select the ‘Treemap’ from under ‘Visualizations’

Step 33: Select the search bar, delete the last query, and type in ‘customer department’

Step 34: Click and hold on the ‘Customer Department’ field from under ‘Personnel’

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

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

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

Step 38: Now select the ‘Scatter chart’ from under ‘Visualizations’

Scatter Chart

Step 39: Select the search bar, 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 bar, delete the last query, and type in ‘incidents per day’

Step 43: Click and hold on the ‘Incident per Day – Rolling 7’ field

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

Step 45: Select the search bar, 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 bar, delete the last query, and type in ‘incidents total’

Step 49: Click and hold on the ‘Incidents Total’ field

Step 50: Drag it over to the ‘Size’ section

Step 51: Select the search bar, delete the last query, and type in ‘date.value’

Step 52: Click and hold on the ‘Date.Value’ field from under ‘Time – Opened Date’

Step 53: Drag it over to the ‘Play Axis’

Step 54: Select the arrow to open the filter pane

Step 55: Select the dropdown arrow for the ‘Configuration Item’ filter

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

Step 57: Select the ‘Top N’ option

Step 58: Select the text field under ‘Show items:’ and type in ‘20’

Step 59: Select the arrow to collapse the ‘Configuration Item’ filter

Step 60: Select the search bar, delete the last query, and type in ‘incidents total’

Step 61: Click and hold on the ‘Incidents Total’ field

Step 62: Drag it over to the ‘By value’ section of the ‘Configuration Item’ filter

Step 63: Select the ‘Apply filter’ button

Step 64: Select the collapse arrow for the ‘Filters’ pane

Treemap

Step 65: Select a new ‘Treemap’ from under the ‘Visualizations’ section

Step 66: Select the search bar, delete the last query, and type in ‘assignment group’

Step 67: Click and hold on the ‘Assignment Group’ field from under ‘Personnel’

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

Step 69: Select the search bar, delete the last query, and type in ‘incidents total’

Step 70: Click and hold on the ‘Incidents Total’ field

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

Step 72: Select the search bar, delete the last query, and type in ‘percentage of incidents meeting slas’

Step 73: Click and hold on the ‘Value’ option from under ‘Percentage of Incidents Meeting SLAs’

Step 74: Drag it over to the ‘Tooltips’ section

Step 75: Select the ‘Format’ section by clicking on the paint-roller icon. We’re going to be manually changing the colors of the Treemap to make it more meaningful and intuitive

Step 76: Select the ‘Data colors’ section

Step 77: Select the ‘Advanced controls’ button

Step 78: Select the ‘Diverging’ checkbox

Step 79: Select the dropdown chart under ‘Based on field’

Step 80: Select the search bar and type in ‘percentage of incidents meeting slas’

Step 81: Select the ‘Percentage of Incidents Meeting SLAs’ field

Step 82: Now to change all the colors to be more intuitive. Select the color for ‘Lowest value’

Step 83: Select ‘Custom color’

Step 84: Select a color. We’ll use ‘C0392B’

Step 85: Select the ‘Back’ button

Step 86: Follow the same steps with the ‘Middle values’ to change the color to ‘F1C40F’

Step 87: Follow the same steps with the ‘Highest values’ to change the color to ‘27AE60’

Table

Step 88: Select a ‘Table’ from under ‘Visualizations’

Step 89: Select the search field, delete the last query, and type in ‘number’

Step 90: Select the ‘Number’ field from under ‘Classification’

Step 91: Select the search bar, delete the last query, and type in ‘priority’

Step 92: Select the ‘Priority’ field

Step 93: Select the search bar, delete the last query, and type in ‘configuration item’

Step 94: Select the ‘Configuration Item’ field

Step 95: Select the search bar, delete the last query, and type in ‘assignment group’

Step 96: Select the ‘Assignment Group’ field

Step 97: Select the search bar, delete the last query, and type in ‘short description’

Step 98: Select the ‘Short Description’ field

Step 99: Select the search bar, delete the last query, and type in ‘incidents breaching service targets’

Step 100: Select the ‘Incidents Breaching Service Targets’ field

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

Step 102: Select the ‘Impact’ field

Slicer

Step 103: Now we’ll set up a bunch of slicers to allow dynamic filtering. Select a ‘Slicer’ from under ‘Visualizations’

Step 104: Select the search bar, delete the last query, and type in ‘date.value’

Step 105: Select the ‘Date.Value’ field from under ‘Time – Opened Date’

Step 106: Select the first text field to change the start date to ‘10/10/2015’

Slicer

Step 107: Select the ‘Slicer’ option

Step 108: Select the search field, delete the last query, and type in ‘category’

Step 109: Select the ‘Category’ field from under ‘Categorization’

Step 110: Select the arrow in the top right corner of the slicer

Step 111: Select the ‘Dropdown’ option

Slicer

Step 112: Select the another ‘Slicer’

Step 113: Select the search field, delete the last query, and type in ‘configuration item’

Step 114: Select the ‘Configuration Item’ field

Step 115: Select the arrow in the top right corner of the page

Step 116: Select the ‘Dropdown’ option

Slicer

Step 117: Select another ‘Slicer’

Step 118: Select the search field, delete the last query, and type in ‘assigned support company’

Step 119: Select the ‘Assigned Support Company’ field from under ‘Personnel’

Step 120: Select the arrow in the top right corner of the slicer

Step 121: Select the ‘Dropdown’ option

Slicer

Step 122: Select another ‘Slicer’

Step 123: Select the search field, delete the last query, and type in ‘assigned support organization’

Step 124: Select the ‘Assigned Support Organization’ field from under ‘Personnel’

Step 125: Select the arrow in the top right corner of the slicer

Step 126: Select the ‘Dropdown’ option

Slicer

Step 127: Select the ‘Slicer’ option again

Step 128: Select the search field, delete the last query, and type in ‘assignment group’

Step 129: Select the ‘Assignment Group’ field

Step 130: Select the arrow in the top right corner of the page

Step 131: Select the ‘Dropdown’ option

Slicer

Step 132: Select one more ‘Slicer’ option

Step 133: Select the search field, delete the last query, and type in ‘priority’

Step 134: Select the ‘Priority’ field

Step 135: Select the arrow to collapse the ‘Visualizations’ pane

Step 136: Do the same thing to the ‘Fields’ pane

Step 137: Now we’ve finished the report, and we can select different slicers and filters to dynamically arrange the data

 


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