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How to Build an Incident Management Report Using Full Text Analytics to Find Bottlenecks in PowerBI

Last modified: November 23, 2019
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Estimated reading time: 2 min

How to Build an Incident Management Report Using Full Text Analytics to Find Bottlenecks in PowerBI

This article will show you how all the capabilities of full text analysis with ServiceNow. We’ll do this using a treemap that allows us to select values to look at in depth, and we’ll also show how to use word bubbles.

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This video provides step-by-step instruction, or you can follow the steps listed here.

Step 1: Open PowerBI

Step 2: Select ‘Get Data’

Step 3: Select ‘SQL Server Analysis Services database’ This is the Northcraft Analytics multi-dimensional database.  The SQL Server relational database is called NCA_DW typically.  Please log a support request at to discuss the pros and cons of each.

Step 4: Select ‘Connect’

Step 5: Type in your on-premises server (xxxxx@domain) or SaaS server name (ex: to the Server field and select ‘OK’

Step 6: Select your multi-dimensional database instance and corresponding cubes (typically the ITIL process area name)

Step 7: Select ‘INC – Incident Management’

Step 8: Select ‘OK’

Step 9: Search ‘total’ in the fields and select ‘Incidents Total’


Step 10: Select ‘Treemap’ from the visualizations field

Step 11: Search ‘group’ and go down to select ‘Assignment Group’ under INC – Incident Management

Step 12: Drag the field out to make it more visible

Step 13: Open a new ‘Table’ visualization

Step 14: Select ‘Short Description’ from under INC – Incident Management

Step 15: Drag the selection into the table

Step 16: Go to ‘Import a custom visual’

Step 17: Select ‘Import from the marketplace’

Step 18: Search for the Word Cloud and select ‘Add’

Step 19: Select ‘OK’ in the Import custom visual window


Step 20: Select ‘WordCloud’

Step 21: Now we can use some of the various functions involved in the process of full text analysis services


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