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Advanced Reporting in ServiceNow

This blog will help to learn how to create a Data Source and use advanced methods for building reports.

Using the following tools in the report designer, one can consolidate data to create reports that contain exactly what one wants to share with others:

• Report Sources
• Condition Builder
• Dot-Walking
• Related List Conditions
• Drilldown and Dataset

Report Source :

• It is recommended to use a Data Source instead of the table while building a report. Data Source one can create a standard set of conditions for querying a particular table that can be used in other reports.
• A Report source, also known as a Data source can be created by going to the report source module.
• Create a report source for active incidents assigned to the Software assignment group.
• Give the report source a logical name.
• Select the table where the data source can be used for reference.
• Add AND/OR conditions and submit to save it.
• One always need to create reports so that ServiceNow can provide the information needed for making decisions and take required actions.
• This allows reports to communicate multiple types of data for users.
• With the filter icon, additional conditions can be placed that would be built on top of the ones set in a data source created earlier without modifying the original data source.
• The data source and applied conditions remain visible throughout the report creation process so does the condition builder. One can access it at any time.

Condition Builder:

This can be achieved as follows:

• Select table as the source type and select the desirable table (In this case the incident table).
• Run a report and save it as a data source. This leads to a form for saving the report source.
• Again, let’s give it a logical name to make it easily identifiable in a report source list and submit it.
• The new data source is available for use.

Dot-Walking:

• It allows to include report data from fields and related tables.
• In the condition builder, select problem and extend the condition to active as true.
• Now, one can find the list of all active incidents with an active problem attached to them.
• There are number of fields on conditions that call reference related tables to allow expanding the reports at multiple levels. Just look for condition builder icon.
• It will give the option to Dot-Walk, so that one can include data from a related table for that field.

Related List :

• With related-list, connection between different tables for the same report can be made.
• This requires to access to two separate tables. The incident table and a Task SLA table.
• To achieve this, name the report accordingly and then proceed to build a report that will allow to see all active incidents.
• First, create a condition to show all incidents that are currently active and run it.
• Below it, set the Related-list conditions. Select the table to apply these conditions to.
• In this case, it’s going to be ‘Task-SLA’ table and in below condition filter, create the condition to be applied to that particular table for this report.
• Choose ‘Has-breached is true’ and then run it.
• One can see the incidents with the ‘breached-SLA’.
• The report here contains data from two separate tables.

Drilldowns and Datasets :

Drilldown adds value to reports, providing additional visualization to divide the data into subgroup while dataset can be used to view multiple tables and the same visualization.  One can create a drilldown mostly on existing reports that they have permissions to add. Drilldowns : For this walk through, let’s use the incident priority report.Go to the Report Application->view/run->search-> incident priority and locate it. Note : Simple report is already created with priority of incident.

• The ‘Source Type’ and ‘Data Source’ filled values get added by default to the corresponding values and the reports that one is adding a drilldown to. These can’t be changed when adding a drill down.
• The report visualization in the drilldown can be different than that of the top level report. The choice of the report should reflect the information shared. So here, if one select a horizontal bar and group a report, then it aggregates the records to provide a high level summary of data. In this case, by assignment group, one can achieve it.

• Further, the bar chart segment displays the summary of the underlying data and clicking any bar displays the drill down data.
• If one wants to add a Dataset to the report, they can open the report structure and click on the ‘add Dataset’ option.
• This will bring back the user to the guided workflow where user can name the Dataset.
• Select ‘Open’ problem for the data source.

• Let’s set the group by priority and click next. Save it and the high level report is displayed.
• Make the report easier to read by using one color with the option style .
• Click the report structure icon to view the current report structure and add new drilldown and datasets.
• Now, updated records are ready to share.

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Example Reports Available to All Users

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

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

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.

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.

If you still have questions or need additional assistance, please use the ' Contact ServiceNow Team ' form.

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• Re: Is there a way to group items in a report, but...
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Is there a way to group items in a report, but default to having the group expanded ( or displayed )

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‎11-19-2012 11:46 AM

Solved! Go to Solution.

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‎11-22-2012 07:05 AM

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