Overview

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The ServiceNow administration team has put together a series of sample reports to help Agents report on some common items. We encourage you to save as (insert and stay) a copy and edit them for yourselves.

 

Example Reports

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The following reports are good starting points for further custom reports. Feel free to add custom filters and sorting options, or change the report type from list to a chart. You will not see the 'Save' icon, instead, in order to create create a copy you will need to 'Insert and Stay'. Be sure to rename it so you know which one you were working on.

ServiceNow - Example - List of Cases

This report looks at the Task Table. It looks at any Incidents, Problems, and Problem Tasks for ITS- assignment groups that have been created today.

Two things are special about this report - we've chosen to report on the task table, but want to include Incident cases, so we've had to select 'Case' and then the > arrow next to it in order to select 'Case Type' and select Incident. If we wanted any sort of case, we could have selected 'Task Type' is Case without the > dot walking. Secondly, we've chosen to group our results by 'Assignment Group'.

 

ServiceNow - Example - Aging Report of Last Updated Cases

This report shows us a last Updated aging report of certain Task types in our Assignment Groups.

We chose to use the Task table, not the Case table, because of the additional ticket types we are looking for. The 'Assignment Group' is dynamic chooses any of the Assignment Groups the report viewer is a member of. It automatically changes based on the individual running the report.

 

ServiceNow - Example - Case Transfers Between Organizations

This report operates off of a very populated table called 'Metric_Instance'. It is important to filter as much as you can for reports off of this table in order to speed the processing time. Reports off of Metric Instance are best kept under the fold of a dashboard.

The ServiceNow team created a custom action within the platform to get reportable data on transfers. It is important to understand how the logic works. When a new case is created, our customization writes to a field Metric_Instance.Value and puts in a start time. When that case gets transferred, the logic writes an end time and populates the field Value2 with the new organization. It then writes a new line with the new organization and a new start time.

For this example, we are looking only at transferred cases, so Value2 will not be empty. If Value2 is empty, it means the case hasn't been transferred. We are looking for Definition of 'Organization Change'. We put the Organization we want to report on as Value or Value2 depending on what we're looking for, Value would be cases from this organization, Value2 would be cases to this organization.

And lastly, we filter by time. The customization the ServiceNow team implemented is not retroactive and began collecting data September 1st 2020. Transfer data before then is not available.

 

ServiceNow - Example - Case Transfers Between Assignment Groups

This report operates off of a very populated table called 'Metric_Instance'. It is important to filter as much as you can for reports off of this table in order to speed the processing time. Reports off of Metric Instance are best kept under the fold of a dashboard.

The ServiceNow team created a custom action within the platform to get reportable data on transfers. It is important to understand how the logic works. When a new case is created, our customization writes to a field Metric_Instance.Value and puts in a start time. When that case gets transferred, the logic writes an end time and populates the field Value2 with the new group. It then writes a new line with the new organization a new start time.

For this example, we are looking only at transferred cases, so Value2 will not be empty. If Value2 is empty, it means the case hasn't been transferred. We are looking for Definition of 'Assignment Group Change'. We put the Assignment Group we want to report on as Value or Value2 depending on what we're looking for, Value would be cases from this Assignment Group, Value2 would be cases to this Assignment Group.

And lastly, we filter by time. The customization the ServiceNow team implemented is not retroactive and began collecting data September 1st 2020. Transfer data before then is not available.

 

ServiceNow - Example - Single Score of Time - Business Duration

Single score reports let you display Counts or Averages. This is showing us how long it takes for our groups to close a task.

By selecting Active is false, we have filtered all reports our team has closed.

 

ServiceNow - Example - Pivot - Agents by Case Status

This is a pivot table breaking down all of our team members and the cases assigned to them broken down by status. Pivot tables and Multilevel pivot tables are both available as report types in ServiceNow.

Because we are only interested in looking at Cases, we chose to report off the Case table. Click on any of the table numbers greater than 0 will take us to a list view of the specific cases that fit that criteria.

 

ServiceNow - Example - Line - Dual Cases Trending

This is showing us the difference in cases submitted to two Assignment Groups over a certain period of time.

This report is notable because it uses a more advanced reporting option of reporting on more than one datasets. In this case, we reported on two assignment groups separately by clicking the bifurcated icon in the top right under the 'Run' button.

 

ServiceNow - Example - Tickets Processed by Group

This is an example of a report that looks at how many tickets have passed through a certain Assignment Group. The report doesn’t look at where the tickets came from or which assignment group they were initially assigned to, it simply looks at ‘Has this ticket ever been assigned to this Assignment Group?’ If a ticket touches an assignment group twice (ServiceDesk processes it, sends to ITS-SNOW, which sends it back to ServiceDesk), then it gets counted twice on this report. So we can that an Assignment Group processed x tickets the first week of February, but we can’t say they were unique tickets.

 

ServiceNow - Example - Cases - Year over Year

This is an example of trending report of Requested Items created last year versus this year.

We occasionally get requests for reports showing year over year comparisons. At the moment, it is not available. This is an example of how we would think to build a report showing Jan - Dec differences from last year to this year, but because the x axis gets calculated by year, it spreads the two reporting lines instead of overlapping them. This report is also notable because it uses a more advanced reporting option of reporting on more than one datasets. In this case, we reported on 'this year' and 'last year' separately by clicking the bifurcated icon in the top right under the 'Run' button.