good morning good afternoon good evening welcome to performance analytics and reporting office hours um for those of you who are new welcome uh for those of you returning welcome back uh before we get started we're just gonna run through a couple logistics um and then we'll get into a quick presentation and then we'll and we'll talk about any of your questions that you have for us uh first of all this session is for you um it's a hundred percent for you to understand to get some fresh ideas understand uh what performance analytics and reporting can do for you and give you some practical guidance right now everybody is on mute um if you have any questions as we're going through please use the q a feature in zoom you should see just the letters q and a that you can click on ask a question that really helps us make sure that we address every question that comes in um there is the chat but the chat things can get lost so if you can please use the q a you don't have to hold your questions to the end so please go ahead and submit them now as you're thinking about them so we can address them um and if we need to we'll unmute you if we have some questions for you um as a reminder this session is being recorded so if you'd prefer if that's a problem for you please disconnect but we're going to record these so we can post them onto youtube later on speaking of posting them all of the past sessions are posted into the community and on youtube as well if you go to this url you can just get the youtube recordings but for all the sessions in the last six months or so uh you can also get the presentations that were discussed the links uh provided from them if you go into the community go to the page where you registered for this session if you subscribe to that you'll get an email every time we update it with the new times of what's going on as well as the links to the recordings the links to the presentations and all the links that we talk about you'll also see the upcoming sessions in there as well and speaking of upcoming sessions as a reminder we need your help what would you like us to cover this session is for you we want to talk about things that you want to hear about as a little bit of a preview our next session is going to be something that was directly requested from from you guys so please uh there's an article um that's specific that's linked to from the page from the office hours registration page put a comment in there about what you'd like to see if you if somebody else is suggesting something put a comment in going i want to see that too we are going to talk about things that you guys want us to talk about k20 labs as a reminder are all posted this is awesome uh there they're somewhere between nine and twelve depending on how you uh include us um free labs that we gave at knowledge20 that are available for you they include the instance they really help you get a deeper dive into what's going on they're different levels um and it's just a great great content in there they're all targeted to be about 100 minutes long they're free they are self-paced so i recommend if you haven't done them go sign up and do them send them to your friends send them to your family send them to your grandkids um great information in there for you to get hands-on experience a lot of things we talk about uh they're they're taught by uh many of us uh servicenow people on the phone go take advantage of these they'll be up uh probably through i know through the end of the year but don't wait go ahead and take them now just great free hands-on self-paced classes for you and speaking of that one of the things that we want to talk about that we're going to add in to start reviewing for each of the office hour sessions is some of the other some of the content that's out there in the community that's getting posted whether it's uh by servicenow people by servicenow consultants by partners by customers we're going through what's in the what's in the community every week every two weeks and picking out some of those great articles for you just to give you an idea uh that you need to go look at go out and look at these um so a couple of those great articles that were posted uh blogs and articles are basically the same thing um one of the servicenow consultants posted best practices and guidance um just general servicenow stuff a great um one pager on some tips and tricks to get started on what you should and shouldn't do in reporting a couple technical articles on scripting and dynamic queries to help you get whether it's fiscal months or other date time things that are coming out that aren't out of the box um some good good articles there dashboards some of the things that we've talked about previously here had some more follow-up on them about how to use mobile applying or a couple other ones about what's the data and visibility accessibility options that are showing up what does apply to table all tables my hierarchy mean for interactive filters so some great good articles in there on dashboards and then things about uh metrics uh metrics and work metrics on knowledge workflow was a very interesting article as well as the follow-up from last week or from two weeks ago about automated testing for custom interactive filters so some great articles in there if you're not reading through all of them that's okay um but i recommend that you you hear there's some good ones to look at if they sound interesting skim them over most of them are only a page or two they're quick with screenshots and articles and again they come from servicenow people partners and customers so really interesting perspectives on this and there's also some predictive intelligence in nlu specifically some getting started with predictive intelligence and clustering um you're going to see a lot more content coming out with about pi and nlu uh in the next in the next months but there is some really good stuff there um and then also uh if you look at the answer question so a lot of questions get out there it can be a little overwhelming but a lot of these questions get answered um and helpful it is always helpful if you post a question that if you get the answer go mark it as correct because or mark it as answered so that we know that that's answered here's an example of some of the ones that were answered in the last couple weeks that were marked answered so we know there actually is some resolution to this again if something's interesting to you go take a look make sure you're looking at the community searching the community for those for those answers that you have it's there lots of people are helping are there to help you out and you don't have to wait for office hours every two weeks all right and now something more exciting um so now today we have david van housten uh talking about sla metrics and sla breakdowns um in a question something i always i always get i get to be at a customer who doesn't get asked this in various ways um so david wants to take us through uh how do you normally get asked for this and how can you help your customers so david are you there i'm your adam good morning all right i'm very excited to be to hear this and i know many of the people are so if you want to take it over we are ready to go all right uh good morning good afternoon good evening everyone uh welcome to this session i started out with a blog and a question that was posted some time ago actually inside servicenow and i basically rewrote the question a little bit to make it uh less less less service nowish so to speak um but it's it's a typical question it's quite generic and quite common i think across the board and that's why we we titled this do you get asked for this and i want to talk a little bit about what to answer or what to do about these types of questions and then how we would address this type of question specifically so bear with me as i go through a couple of slides and then and then dive into a little demo about that that has to do has to do with sla metrics so some things that you will learn about hopefully in the next uh 30 minutes or so um so how you might want to handle uh reporting or analysis ask like like like like the the following question um no better what to do with sla metrics or metrics in general because i compare basic basically sla metrics and the metrics which we support in the platform and learn a bit of it more about what's there out of the box and how to take it from there so here comes the question so that this was chris and he was uh interested about incident tracking and the blog was about okay hey i want to know a little bit more about um when the assignment group changes uh because i get a feeling that uh incidents get reassigned to my team really late down the resolution and then my team has to work weekends and do go jump through all sorts of hoops basically to to prevent the uh the issue from uh exceeding the uh the ex the resolution time so can you just build a um basically a field that add that to the incident so that i can see hey it's changed so um yes that's a good ask chris and the the actually the thread in the blog goes a little bit further because he offers even a suggestion on how to do it etc um the first piece of advice is don't just do what's asked or suggested right take a step back try and to better understand what the real objective is as there may be other ways or to achieve what the real objective is and also find the bigger picture why do i say that so take an example where you have like a car and somebody says hey i need a car to get from a to b if you just say okay here's my car take the keys and go and drive yeah this person may go from a to b but maybe that's not his real objective maybe his objective is um that he needs to do his work and he thinks that he needs to go and drive to work in order to do his work no you could just give him a laptop a monitor and send it to him at his home so that he can work from there he doesn't need the car at all he could just work from home if needed but it can be even bigger than that right you could say is it an individual ask no oh he has he's a leader he has multiple scrum teams okay so we need to give him some more he just doesn't need a monitor and a laptop he needs access to certain applications so that he can actually help his team and and the entire team needs all these needs so it's important to know what what the aim of uh the real the overarching objective is before we dive into what that means for chris always bear in mind that analytics is a team sport dan kang wrote a great blog and did a great piece on on this and it's also available through the community and it's actually a set of people involved in and around servicenow that make up that team system admins the application developer the process owners and the analytics developers they all work together in order to let's say get the best solution and the right solution to the uh problem or the objective or in meeting the objective it has to do do you create do you need database views do you need metrics what we will be discussing shortly is scripting involved do we need data structure database structure changes or data structure changes or improvements do we might need to change the process and do we need dashboards and what kind of dashboards etc and move update sets from test to fraud etc so have a look at that office hours if you haven't seen it um the good news is we're all working in the same platform so all those stakeholders and all those personas involved they all deal with the same platform right and everything boils down to reporting analysis or predictive intelligence or a virtual agent it all is in the same platform so wherever you're going to do your solution it's it it's all connected almost anything is possible now we're taking a little zoom into metrics and sla metrics this more specifically so i'm going to talk about what they are how to get started and then go into the demo what are service level management metrics well i could teach you service level management but there is a great course coming from knowledge 20 which is out there in now learning and i suggest you take it uh i will just dive into the concept so through the the docs momentarily to see that the the documentation is also basically somewhat self-explanatory um but in essence it's a way in which you can monitor and report to your agreed service levels that's in a nutshell and several of our applications just come with your service level management metrics out of the box hr customer service management incident management and you have different types of metrics slo and sla response and resolve uh i'll talk about a little those those that last one and the first one actually sla and slo and response and resolve it's just a better way of let's say organizing the outcomes of your metrics it it has no impact on the results it's just an easier way of slicing and dicing and talking about them and as i will go through the schedules in more detail i'll leave it at that why would we have service level management metrics well as i said to monitor and report on agreed service levels to also make sure that you level the playing field when you have a discussion either let's say between departments or between groups when it comes to dealing with incidents take chris and his example for example where he says hey i've got a feeling that last minute all incidents gets reassigned to my group and then we're in a world of hurt well if you have these metrics then you can have the honest conversation about that and even better i would say right because that's more like a sort of the blame game it's like a negative view on why you would want those metrics a positive view would be and a construct of you would be to offer a possibility to actually influence the outcome to prevent those slas or slos from breaching in the first place right so you increase visibility that's very critical in a nutshell if you look at the the life of a metric it depends on um let's say the the state or the assignment of a task right and a task could be an incident a problem a change a case and any basically workflow related item it could also be non-workflow related item but i will today focus on workflow related items because it's a little bit well generic and common across all of our applications so an instant gets reassigned gets reassigned or not status changes assigned to a person etc that can all be captured either by an sla metric or a metric right and i will dive into more details so how to get started right take some training there's a great way of learning about service level management and that's it it's over best practices for it with service level management even if you're not in it but you're in hr i would recommend just using this one because potatoes potatoes it's it's the same right it's a workflow based maybe they should have renamed it to best practices for workflow related uh processes with service level management because it's it's the same you could just leverage it and then we have a small piece in reporting for administrators and experts also in knowledge 20 free lab where you will be learning about reporting of metric instances okay um sla metrics versus metrics right what's the difference between the two an sla metric is a more specific right and it's also more uh i would say refined um and and tailored and the reason why i'm saying that is because it contains a lot more logic business logic and common logic to control what gets calculated in this case you have access to a schedule and a schedule you could use for example business hours you could say hey i would only want to do this calculation uh between nine and five uh every uh working day or every weekday you can't do that with metrics at least not easily i'll get to that later you can start stop pause and reset also very important you have like a conditional control over your sla metric calculation you could stop the the calculation or pause the calculation based on certain conditions and then you could reset it also based on certain conditions and either cancel it or complete it and start a new metric so that's an important control that mechanism that you have over your sla metrics uh an sla metric always has a duration you always have like a an objective that you that you're uh gearing towards and that's you don't have in a metric right you don't you don't want that necessarily in every metric because not every metric is just an objective based but an sla metric is per definition always objective based um a time zone you can have a calculation that includes based from a certain time zone you could base the time zone on the person calling so you might have a service center in the us and i might be calling from amsterdam and it might take my time zone as the time zone to calculate using my business hours and not the u.s business hours right and that that is even and also an advanced form of control but you could also base the time zone on um the ci i'm calling about or uh something uh else so it's it's you could basically use time zones from any anywhere in the platform sla breakdown and that's critical right we'll dive into that that is that you could see based on the metric it's based on assignment so for every let's say workflow object that you're measuring with the sla metric for example an incident you can see if you attach an sla breakdown to which group it was assigned to and who it was assigned to if you select that field so that means that for every incident you get to see if there's an assignment group change or an assigned to change and when that happened so that's critical because we need that for our example and you can also uh run flows flow is started and you can then notify people et cetera it can go with advanced but as said if you want to know more about that take that course and then you know all about how to create it and use the flows and inject the flows that's not that's outside the scope of this session so what's the use then left for metrics well metrics you can capture any field and measure the duration how long it was on that specific field and it can be any field can be filled like priority or more commonly state so you could mention states you're not measuring states with your sla you would measure your states with a metric and if you really want you can just use scripting and that basically means you could do almost anything because with the script you have access to the uh to the record and you can you could basically mimic a schedule and yes it would be nice to have that same capability inside metrics so a hint to anyone in this call if you think that would be a great idea to also be able to use for example schedules or even start stop pause and reset conditional controls and time zones please add an idea in our idea portal on the community because then we have a higher chance of seeing hey people would actually want our metrics to be improved and also have more controllable metrics to be created but i said it's a script so you could do almost anything if you know how to build that logic lastly but not leastly lastly but not least don't measure what you can but measure what you should you could measure just about yeah anything if you just want to tick everything say you want to oh okay now i'll just create metrics for every field that i have in my uh incident management process because yeah then i have the data and then later on i'll figure out what to do that is not the right approach because a you will be loading lots of data that you're not analyzing in the in the instance i mean you don't have an objective right it i think it makes a ton more sense to have like a real business objective something that you would want to achieve because and that you are going to measure and that you're going to take action upon rather than just ticking a couple of boxes because you think though if we have the data that maybe we could mine it at some point in time that that is not a good practice some useful resources i'm not going to go through them because i want to go into the demo you will get the access to all these links they are referring to everything that i just talked about basically all right let's start the demo and if you have questions make sure that you type them into the q a panel um in zoom so that they're ready there for us to start answering when we're nearing the end or maybe even in between if adam and thomas see a question that's relevant to what i'm talking about okay i'm the system admin right i talked about chris and he wants to make sure that his incidents uh get a little bit more information as to what assignment group got it when and he would also like to make sure that his groups um have a chance of uh basically uh tackling the the the incident by making sure that any incident that is on his group and it's open for more than a day but not a sign that he gets he's aware of that a company-wide initiative is that every incident gets resolved in three days i believe so let's take a look at service level management right here as i said is the documentation right it talks about the concepts and everything that you need to know about it so i'm okay with that let me just go back to my tab if i go to the overview i actually have a dashboard that comes out of the box i'll go in-depth a little bit more but i want to first talk to you a little bit about the sla definitions and here you can already see because i've loaded some applications in my instance what you get out of the box so we see a lot of hr already out of the box coming we see customer service which is there and i've removed some of the incidents because i wanted to have like a clean system so there are a bunch there as well but i just want to talk to you about the ones that i have here and i only want to talk to you about the ones that i have active okay this is the p3 that we will be discussing in great detail um or not in great detail but this is where the outcomes from because this is the one where it basically says hey within three days it needs to be resolved so the clock starts ticking when in this case an incident is active you can see here instant we're driving for resolution as i said this is just for reporting purposes it doesn't make any uh difference whether you you check one sla ola or underpinning contract and also not response or none it's just for reporting purposes i'm not changing the the flow etc and i'm using the global schedule so it's 24 7 and in this case i'm using the slas time zone i don't even have to do this i can just say um actually i could just i just use the global 24 7 in this case right so it's 24 hours a day seven days a week [Music] um cancer conditions status canceled then i want to cancel i want to pause it when it's not moderate and i want to stop it when active is either false or when the state gets resolved or closed and yes there can be many um discussions because yeah you could move your incident then into the result and then the ticker the your sla is is already completed and then you're fine and then you can move it back into a non-resolved state but yeah that's that has to do with how you build your sla and not not really about measuring it okay um sla breakdown definitions and that's the interesting piece so in this case what we will do is we will measure the duration of any incident that's in uh that's a p3 that's a priority three right and we'll we want it resolved in three days so the clock start ticking so when it starts ticking when the incident is created um and then what we want to know because that's what chris was asking about is when it was assigned to him he wants more information on that so we first need to start capturing that and we capture that with sla breakdown definition right with sla breakdowns so the sla breakdowns is you can define one breakdown definition per process so you could create on one task table you can see here task table incident you can create exactly one breakdown definition and you can create that for either the assignment group or the assigned to or both in this case i want to to see both right so it's going to capture any change to an atonement group or to the assigned to field and in this case you can see that it's not just being captured on my p3 resolution definition but actually on all the one on all incident definitions so all right let's see how that that goes in action by not going into a p3 because actually that uh that's um not going to show us a whole lot i'm going to go for p1 because that's a lot easier to demon demonstrate because the duration is only 5 minutes right so i i think i have a shortcut for this there we go i'm going to use my template so i'm going to create a p1 here to talk you through what's what happens on the back end all right so now it's a p1 after i save it right and i'm hoping that my uh p1 sla gets created my metric so yes it's get it gets created and yes it gets updated so it's running here and it's important to note that this is not always real time there are some several schedulers running in the back end that update your related sla records right so um if you see that this information is not entirely up to date it might be that the schedule is not kicked in yet because it runs async and the scheduler uh is pretty intelligent right yes the the sooner it is the the sooner the due date the faster it runs yeah this one is just about real time i think because it's five minutes so this is this one it just it almost immediately uh kicks in if you have something that's like a month out then it does it on a daily basis i think it's in the documentation how those schedulers do their work but it works pretty well if i think if i do this then you can already see maybe if i click it again yes you see it takes a little while but it's almost next to real time so this one is running right and nothing's happening right it's not assigned to anyone so okay and as you can see here that sla breakdown metric right is also created even though it was not assigned to any assign group that's also a record so it starts off by saying hey it's been a record and indeed you see it's now one minute it's not yet to that so i'm gonna now assign it to the service desk obviously that's the first line of defense many organizations and we can see that it's going to generate a record that is now moved into the service desk okay it rounds up so uh yes don't worry about that too much i'm going to assign a new person because i want to make sure that everybody sees that those records get added so now we're signing see 19 seconds sla we're nearing we're already at almost 50 right this is still a single resolution and we're closing in uh eileen decides no this is not my problem this is actually the software team's problem so let's move it to software and chris is the manager of software so you already know where the the problem is going to be at so he's going to get it when it's almost already at 50 so he has like two minutes left almost uh to figure out what's going on and to fix it all right so let's let's let's quickly jump into uh chris his uh point of view um chris manager and i need to uh steer you away a little bit because there we go so my group's active slash so there should be like a p1 resolution oh there we go see it's already there and there's one minute left for chris having access to this now he finally gets to see when this uh metric or when this incident was assigned to him and when so and he actually can also see who assigned it to him so by capturing this information he can see in the actual record what happened and obviously because we are capturing this this in records we can aggregate the information run pa across it and then you can start analyzing the trends etc because it's all in this records let me just quickly resolve it it's handy to have a result that automatically fills in all the required fields um so having handled that right so that was basically in a nutshell what happens in the back end when you start creating an incident and when those metrics kick in now as you briefly saw this is the sla overview out of the box and um that sla overview works pretty nice i must say uh because from a person's view that's that's okay and chris can see actually his groups here as well um but it doesn't provide chris the answers to the questions like hey um but uh oh i wanna um see this one i wanna highlight this one my at risk slas that's critical i'll get back to that one and it's in the top left which is excellent right because it's your your first view because if you read your z from top left to right bottom then the top left is your most critical information and maya griska escalates just basically means hey you still have a chance to do something about these because they're not dead yet or they're not preached yet right so take action now and you will prevent the breach and that's what we want but chris wanted something else chris also wanted that whenever an incident was assigned to his team and it wasn't assigned to someone in his team for more than a day he also would want that information and that's uh at this point in time not yet coming out of the box so you you do need to do some work in order to provide a little bit more visibility for chris in this case and i think chris has a manager of maybe multiple teams he indeed has multiple teams would also want a more let's say group dashboard so i basically took this dashboard and turned it into a group dashboard quite similar but it's completely um group based so let me just open it up a little bit on our right hand side still that total number of active slas right and notice that we're not looking at incidents here it's not an incident dashboard it's a it's an sla record dashboard and why is that it is because your team might be dealing with not only incidents but also with maybe problems or changes or cases and the great thing about slas is that it's basically task based right so any task case incident effect everything that's task based your own custom processes which are task based everything will pop up here in one central dashboard so um so this is your total cases here are the breed slash you can't really do anything about them right yeah they're they're breached you might have a serious uh chat about them with someone this is again right hey this is something that you can work on hey oh we've got a bunch that are still doing we now we need to take action you could obviously in change the view a little bit by making sure or actually you're at uh this is a good moment to chime in your admin could change this view and ask and add the assigned to field from task in this screen so that's where you get to work together i'm not going to do it right now because it takes up some time for me to set that up but then you would see the assign too and then you would know hey who is it actually assigned to is it assigned to anyone or no one so that's why you and your administrator need to talk about things and this is the my group active sla is not assigned larger than one day so these are the ones that are not assigned to anyone at least not the incidents and they haven't been updated for more than one day so chris will know that any each one of these will will breach at some point in time because they're not assigned at all so this is what he wants to focus on he wants to keep this next to zero this this is his driver so if chris would ask for some trend analysis basically what he would do is turn all these top widgets all these top report sources into indicator into indicators so that he could trend trended over time and then he could slice and dice through that and make some uh objective in order to get the team and everyone around him focused on improving resolution of these p3s okay let's you can also see that there's like a highlight here which is standard platform behavior let me just jump in one where i hope to see some change okay so this is good there's one task slash you can see it's a p3 resolution because i wanted to quickly talk you through metrics these are metrics oh i have to say i added some related lists here so i changed the form and oh i can't do that that's chris i changed the form and i added related lists to sla breakdowns and metrics to this form just fyi because else you can't see and here you can see the metrics that are being captured and these are ones that are coming out of the box there are not that many other there are also some other metrics for the other applications coming out of the box as well as you can see they also capture assignment group for example but in our case because we're using sla breakdowns this one is actually no longer that relevant so i you might consider basically setting this one the the false for the time being as long as you do have an sla with an sla breakdown for every of those records right if you don't have it then you're not going to capture it for any uh other record first call resolution that's actually interesting when i saw that coming by in adam's slide with most uh answered or most viewed questions what's the definition of first call revolution well from my perspective this first call resolution is is is not great because the metric basically says um you you can't have any updates to your incident but as soon as i resolve my incident it's going to update the incident and it's going to say hey your your account is now one so then it doesn't qualify anymore for first call resolution so that's something that out of the box is not working great however incident state duration that one is interesting because it captures the time it spends on a given state and as you can see it has a start and an end and there is a duration so there is a time calculation and by having this information you can either a report on it or do your analysis using performance analytics on top of it so capturing these state information state durations is a good thing to do and the assigned to duration exactly that's the one that we cover with sla breakdown information so last but not least say that you would want to offer a little bit more uh let's say visual or analysis information you can add reports to your form right so if you want you can add additional information to your form in this case i basically visualized the information coming from one of these tabs down below here in a report and moved it up here so that you could see visually how much time was spent somewhere else or how much time on a given percentage was spent by a certain group or person in this case or you could see how much time it spent on a certain stage duration note that the calculation does have to be complete in order for this to to see because if the calculation is still in progress the report engine cannot calculate from the start of the metric to what today is so maybe with a script adam would know um david can you show the metric timeline as well oh yeah you really no i i would advise not to go to the metric timeline uh but um you could if you would want to uh it's not it's not that uh helpful in from my perspective but this is available out of the box it is available out of the box yes and the sla timeline as well let me see that's a little nicer uh but right now i don't have any updates because no one did an update for me so um this one is actually something that we should basically move and join together as well moving forward as a company which we might do started to revamp these things uh so that's metrics let me just see how i can go back here um so now if i change it right so i'll change it to chris then as you can see in my calculation is now complete and chris is now a percentage and if i say my state is now for example on hold oh i need a reason sorry and i need my note here we go and you can see that all sorts of trickers are taking place it now says hey look i now can calculate the in progress so that one gets updated um and my sla is still in progress if i move it from let's say low [Music] and my node you will see or you should see that it now is on paused and now it will only return to running when the priority changes back to priority three now you could have all sorts of discussions about gaming the system etc that's why you need a a good solid design of your service level agreement your sla definition um but yes gaming the system is is almost always a possibility but you can lock down almost anything in servicenow so you could basically reduce that to a minimum if you would really need to and and that's the scratching the surface i don't really want to go into all of the out of the box content we do have some dashboards on performance analytics but i'd rather open up the the set of questions because there might be a bunch there before i dive into the performance analytics out-of-the-box content around slas i'll cover that in a blog moving forward so let's open up for questions i have one question before we move on so between metrics and slas um and sla breakdowns uh can you summarize what comes out of the box that everybody should see right now and what i might have to go ask my admin to activate for me [Music] well that's a good question service level management you typically would get out of the box unless your admin has basically decided to not activate it similar to metrics but sla breakdowns i belie i believe are not out of the box that you do have to add from from orlando in orlando it has been in new york saying right but and that's if you have an oh that's a good one i think if you have like an older if you're upgrading from let's say uh kingston uh then you might need to then your admin might need to activate the breakdown plugin good question adam i'll add that to the blog yep so make sure that if you should see all these things if you don't then it might just be a plugin that needs to be activated um yes it has nothing to do with your license or whatever you should be able to get uh break down uh a slave breakdown slas sla breakdowns and metrics are all part of the platform everybody has that correct correct right yes so we do have a few questions if you um want to pull them uh pull up the q a uh let me do that and you want me to pull it up okay can the sla timeline include breakouts um that's a good question i i don't i don't know i need to i need to look at it i haven't seen it to be honest so um it might not be but that's uh something i would need to to check and if it doesn't um the idea portal is a great place to put that in there if that's something you want to see and you're not seeing it whether it's the metric timeline whatever it is you want to have make sure you use the idea portal to put that in there to say i'd like to see it okay let me quickly uh see if we can do that to and uh there's another we're coming up with this there's another question or comment about uh sla breakdowns and they i believe sla breakdowns came in in london uh i believe that's when the plug-in came in so i think everybody now should have access to the plug-in but if your instance was provisioned before then you won't you have to activate the plug-in okay yeah yeah stephen basically says that so they have to activate breakdowns manually on london um and things are great awesome thank you uh lisa i'm looking for the best solution for capturing the first assignment group assigned to an incident would i have to do that with a scripted metric or adding a field to the incident table or with the best way to capture a report on this even with the assignment group duration metric i don't see a way to report on the first assignment group assigned that is a good question i in that in in that sense i think i might want to create a metric because you're asking for like a sort of a single value um you're not interested in that much into the duration so you're not going for a specific objective so in this case it would be a scripted metric where you basically say first assigned group and then add as a value that assign group so that you can link it back into the uh reference table for the assignment groups and this is that's also common when people want to see the highest priority or the or original priority that's one i see pretty commonly we want to know what it came in as uh and it is it is a scripted metric because if you don't do a scripted metric and you just let the normal metric happen um priority can't go to null but assignment group can go to null you can go to blank and so if you if you're just looking for blank to not blank or something like that you wouldn't whether it's in the auditor or or in metrics you wouldn't see it so it definitely would need to be scripted to do it but there should be some examples out there and if you can't find one post a question in the community i'm sure i know it exists out there in the wild to help you get started yeah and if you don't have pa are you able to create servicenow reports based on the sla metrics absolutely i just showed you the dashboards that came out of the box and the one that i basically modified for the for the group view and and that did not use any uh performance analytics it was just recording based but there's a lot of there's a lot of value that comes from pa when you can start setting targets and thresholds and and you get all those alerts but yes it's so um obviously you can do a whole lot with reporting right but it's still more of an operational um type of analysis rather than a trending and are we going are we not trending towards our overall objective analysis right you can't see um if we're we're going around this way with these slas and we're hitting the targets are we actually going to achieve the company's target in three months from now that's where you need your trending capabilities and your more more analysis capabilities for and that those come with performance analytics we often need to dot walk the metric value field for example assignment group contract but the metric value is just a string well if you create a database view then you can connect the two uh then because it's a document id uh if i'm correct and uh if you create a database view then you're able to connect the um the right table let's say the incident table to the which contains the reference for the assignment group contract and you have two values and that is the assignment group contract field and the field value and the one contains the string so which just constrains the human readable string and the other contains the sys id and the sys id in the database view will translate into the actual reference field that sounds really complicated when i just lined up maybe adam can dumb it down a little bit well we're actually going to talk about that in a couple weeks in the next session about when we these views and metrics is a good example um if you're looking for assignment group contract which is i'm assuming that is on the incident we want to get the when the assignment group changes we want to look up their contract and what was there we use incident metric that view all the time which joins metric instance metric definition measuring instance in an incident you may need to create another view which would be like uh incident metric assignment group specific to the assignment group change which joins both the incident table and the assignment group so then you can not walk on the value um generally if we look at a duration that doesn't make any you don't need to do that right duration is just it is or i'm sorry uh priority priority is just priority um but if you needed to join on the value that you that the metric was on you would need to add another database view um we we can talk about this as an example when we talk about views in the next session but uh yeah let's do that certainly can be certainly can be done but there'll be a little bit of more prep work uh specific to that metric all right david did we did we get the answer to the sla timeline with breakdowns i can't see it so i'm looking at my screen and everybody else is as well i guess i'm not seeing it so um i will go back to uh the product manager and ask to see what that and i'll comment in the blog about it how does that sound sounds great um first assignment group and elapsed time so uh the ask is about the amount of time was elapsed before the assignment group was first assigned well if you would want to know that right i definitely showed you the assignment which was empty at first in this case it was assigned immediately but if it's not assigned then the empty the the empty empty would basically show you um the elapsed time for that before the first assignment group got that and and john if you want to chime in if we clarify where that i know you asked the question before and you have a comment below um if you want to uh clarify what you're asking there um i would say if i give with first assignment group and elapsed time a common question we get is how long does it take before it gets assigned um and this relates to one of a couple of other questions if somebody's asking for something like that like i want to know how long it takes to get assigned i often want to look at an sla because i don't want to just measure it and i think there's another question about this as well i don't want to just measure it i actually want to drive action i i have a goal there's a certain amount of time you want you might want to measure something to measure it um but at some point in time you want to go for a p1 i expect it to be assigned within 15 minutes for a p4 i'll give you four hours but i'll set in a set in sla so that way i do still have business time all the stuff i talked about earlier i i can put in pauses i can put in resets all that stuff is available to me right and thanks for chiming in on the on the script uh dario asked at my work we need to measure the duration of incidents on each level of severity so i created a metric definition that measures the duration of incidence on that severity field but the problem is that the default it only registers the end time when the security group changes so any incident with only one severity and also the last severity of each engine doesn't have an end time so i do an extra calculation outside the platform and use it should i go with sla instead from what i read this is the exact use case for a set of slas indeed right you can create an sla for each of your severities and then have your own logic per severity so i would definitely look at sla metrics instead plus it gives you the benefit of sla breakdowns where you get assigned two and the assignment group breakdown information added as well as a metric so uh yes that that would definitely be my um suggestion and and i'll say i mean uh david i'm cursed in your experience i i sometimes get pushback where people say i don't want to have an sla you make it an slo problem solved um call it something else potatoes potatoes as i said right a service level within the organization uh it's it's like an organizational level agreement an hola um so um don't don't don't be too much it's it there the fact is that there is like a duration so the only challenge dario that you might have is that you need to add a duration i think that that's for me that's the only um sometimes the only drawback that i see in using sla and slo but that's for a good reason that they have a duration right an end duration um is that you have to define something some some number for each of your a goal that you want to have so in adam's terms yeah it is action oriented all right and it looks like that that might be the last question we have time for today um we're already a little over so um i'm going sorry about that it's okay great great conversation hopefully everybody learns something here i'm just going to wrap up with a couple of slides so just as a tune what was that not an end tube yes we need music okay that's for next time uh as a reminder we recorded this session we'll get it posted hopefully later today if not tomorrow um and you'll have uh we'll we'll get the postings with the links that we talked about lots of good training available for you um the deck uh everything will be there and all the past sessions are there as well next time uh we alluded to this a little bit um this this did come from a request from you guys from the community post we had uh we're gonna talk about related list conditions database views when i would use which why i would use how do i choose uh so we'll go over those uh to we'll go over we'll spend some time talking about why you would use them uh again that was requested by you please let us know what you'd like like us to talk about and we will talk about that and a reminder those labs are available we have a bunch on performance analytics and reporting david brought up that there's many others i think there's 30 or 40 of them up there all 100 minutes long just so much great content for you and your organization to to leverage all available for free on demand so don't let it go to waste and until next time make sure if you if you do have questions post them in the community partners servicenow people customers everybody's answering them just lots and lots of people answering with great great questions now um and and my ask is please post a screenshot when you can the more context you have that you can provide the better for us uh you can go through those those previous topics out on youtube look at those recaps if you did have if you did happen to miss one i'm gonna even if you did catch it make sure you you can grab the deck and get those links for you the idea portal is out there so we had a couple items that came up today uh that talked about well i'd like you to be able to do this make sure you submit those ideas i i appreciate they're telling us now and we'll take them back but our product managers really like to hear from customers so if you go into the idea portal submit it in there you can go in look what other people's ideas are and vote at them um we're here to help you we want the product to do what you want it to do so make sure you you ask us for it and tell us what you think is valuable so we can get that feedback from you you have a direct line into the product managers for that um and again 20 uh knowledge 20 is still available great customer presentations the the labs are there just a lot of great content that does that you can still you can still take advantage of as you have time so again uh thanks for joining us and we'll see you again in two weeks to talk about related list conditions and database views thanks for listening to this week's performance analytics and reporting office hours we hope that we're able to give you more insight into the power of now intelligence within the servicenow platform please join us for office hours every other wednesday at 9 a.m pacific time and be a part of the conversation live you can register now in the servicenow community if you're looking for more help check out the servicenow documentation site if you're unable to find a solution post a question in the community where the now intelligence team and the community members are there to help and don't miss the free self-paced training available in now learning which now includes all the k-20 hands-on labs that will help you gain incredible knowledge for the tools within the now intelligence and the servicenow platform see you at the next performance analytics and reporting office hours