well welcome everyone to today's process mining Academy session now we're we're back from our knowledge 24 break energized by all the the interest and in-depth conversations about our service now in platform process mining solution today's session is going to be focused on a very important but somewhat underutilized aspect of process mining we'll talk about the finding definitions that that surface as Improvement opportunities on the summary and insights page inside of a process mining project and I've got great news our process mining TI team here at service now is expanding and one of my new teammates Rosman parpia is going to be leading the deeper dive portion of the the conversation today so everyone gets to hear a little bit of a a different voice uh she'll she'll walk us through how to take the filter sets that we create while we're using the analyst workbench to identify opportunities and turn them into finding definitions that will surface on that uh as Improvement opportunities on a recurring basis across other projects so I can't wait um let get the logistics out of the way first uh the the purpose of these sessions are to help us all get better educated on service Nows in platform process mining capabilities we'll we'll provide how-tos practical guidance and use cases product updates um and just as a group exchange ideas and collaborate so we all continue to get better uh how these sessions work we have a scheduled topic that we'll we'll cover usually for the first 20 30 minutes or so and then we just open it up for questions on a chosen topic for that session then we open it up for questions above and beyond the day's topic like like an office hours um these sessions are always recorded as most of you know and eventually we post them on the community we usually get them out there within uh the a day of of the sess the live session as we go through post your questions in the Q&A uh we'll do our best to answer them uh here today and if we can't get them answered here today we always follow up and post the answers on the process mining Community page or even use them as as future sessions uh this is the slide says Hey anything we say and do here today can't be held us against held against us in the court of law and it's also the slide that says as part of these conversations if we make any forward-looking statements about what might be coming in future releases you should take them as such make no purchasing decisions based on them whatsoever and of course of course always things are always subject to change and I'm I'm sure you're familiar with this and have read the fine print uh just as many of you know my name is Dan Grady I'm part of the process mining products team but we do have a special guest I hope someone who will become a a very frequent member and presenter on these Academy sessions Rosman do you want to just take a minute and introduce yourself yes hi everyone uh thanks for having me Dan so I'm Roseman parpia I go by Ros and I work on uh dance team and before that I've been a service now implementer implementing HR itm CSM workflows mainly uh and uh I live in the UK right now but uh I've been a service now implementer globally and before that in my past life I was always um into process analysis and Six Sigma Green Bells I'm very pumped up about this product and happy to be here awesome I'm super excited that you you've chosen to join our our band of merory process mining folk thank you Dan sure all right so what we'll do as always we'll just start with the the quick process mining uh 101 to get everyone level set on process mining is and the value that it provides just in case this was the first time you stumbled upon one of these sessions then I'm going to pass it over to Rosman to start talking about turning your filters and defining definitions she'll go through some slides I believe she's got some demo to to cover as well we'll get your questions uh answered and then we'll we'll point you at some other additional resources above and beyond today uh that you might find useful as you you go on your process mining Journey all right so as always the quick process mining one in one for the newcomers uh so with everything we do there's a designed and desired path in our minds for how it should work and how things should play out whether it be these Academy sessions um or you know business process and when you design things you D design for both efficiency as well as completeness to provide the best experience possible for as many people as possible no unfortunately what we design isn't always what ends up happening in reality the reality is not all work flowing through a given process is going to take the optimal path and that's going to have a negative impact on both the experienced people requesting a Serv service will be having as well as the people that are trying to deliver that service now identifying what is actually happening within a given process and then improving them isn't always easy and obvious actually I've been talking I was talking to a customer yesterday who said that we show them in five minutes what somebody spends two weeks doing on a regular basis uh so what process mining allows us to do is use the audit log data that is generated as records move through a given uh workflow uh to create a visual representation of what is actually happening within a given process and this new level of visibility helps us accelerate our ability to identify inefficiencies non-conform process activities and Improvement opportunities so process mining gives us the ability to answer a whole set of process questions that historically haven't been very easy or have been super challenging for us to answer so whereas you know the traditional analytics will allow us to answer a lot of the what questions about our process process mining helps us answer the why so things like where is our process getting stuck where is there any sort of unnecessary rework happening where are tickets cases incidents pingpong between different groups or teams uh where aren't we conforming to the process that we designed all of these things aren't have always been hard for us to answer and act upon and now they're available in just a couple of clicks with process mining we like to say that process mining is going to get to you get you to the why behind all of your your kpis and in doing so I Empower everyone in the process to make data driven decisions about which which improvements to make and help you prioritize which ones to focus on first all right on to today's deeper dive topic RZ are you ready for your first process mining Academy your process mining Academy debut yes and I can't match Dan by any chance but I'll try my best sure thing all right I'll just share my screen then sure then okay so before we uh get started with uh turning filters into findings I just wanted to uh take a step back and understand what are we doing here right so from Dan's previous videos and Academy you guys uh if you've not been through those I highly recommend that you go listen to them so but in a nutshell what process mining is is that you go into your audit logs and you look at you know these data points which is same as like gazing at a starry night it has say 10,000 incident or cases on each incident or case that been uh updates like the assignment group has changed 10 times the category priority has changed five times so there are so many updates that it's overwhelming to understand and analyze the data so that's when process mining comes in and it says okay look you know what I'm going to help you put some filters and put some findings on it and that will help you see the constellation which is a patterns in your own data and from there on you could make sense of your data and have ideas for improvement and it will give you evidence for process anomalies as well so that's where the filters and findings come into play but what really are filters and findings so filters are very easy to understand you're trying to you know filter out or dice your data and pick up a few records from it so there are two types of filters one is the conditions filter which basically says that go to my incident table for for example and only pick up records where active is false or only go and pick up records that were closed last month so that's a very simple conditional filter as opposed to that transition filter it is a bit uh one level higher in the sense that it goes to the transitions between the two steps in your process and then it would ask the system to pick up for example as shown here show me only where the state is in progress directly followed by or eventually followed by state is awaiting caller INF for so that's the difference between those two types of filters now when we come to findings findings are slightly different so findings think of it like a pattern like you must have already heard in previous videos but in a very basic layman term example would be like my daughter she wakes up in the morning she takes 5 minutes to execute that step of waking up then she'll first eat her breakfast and then go and brush her teeth so is this the right uh way to do things are the steps stacking up uh properly and nicely and is it the right amount of time uh spent on each step so that's a pattern that she follows now if this pattern if you look at your data with that same lens you'd say okay my incident first goes from in progress then it's going to awaiting caller info or on hold and then it's going to resolve so is this pattern the right way to do things and the amount of time spent on a waiting caller info is it like longer than 2 days is it the right amount of time so it's basically just that it's findings is like a pattern and you could instruct the system to detect a pattern by two ways one is that you create a rule-based finding which is somewhat like this where you kind of tell the system that go in there and find me all incidents where it was a waiting caller directly followed by not awaiting caller uh and that's like a rule you set up in the system and based on that it will throw up the Improvement opportunities or findings on the insights and summary page as opposed to rule based findings you then have automated findings of course where you don't have to do much uh we at service now in every release give you cool patterns in Washington you'll have 10 such patterns where we've already set up everything for you for example ping pong is a pattern which uh shows that uh a ticket goes from assignment group A to B goes back from B to a and it does that multiple times so it's called a pingpong pattern likewise we have rework we have extra step so for automated findings you just have to specify which field you want that pattern to be detected on so in this screenshot here it's the State field but you could literally just specify any field like assignment group to detect those patterns on so that's the difference between rulebase findings where you specify the rules and automated findings where we give you out of the box you just specify the field and that's it today we not going to talk about automated findings at all we're not going there we are just going to talk about how to convert my filters into rule-based findings and that's it but why would you want to do that why would you not just use filters right so the benefits are that when you set up filters for example I set up a filter on one of my process mining projects now if I want that same filter on another project I'd have to manually recreate it so if if you use findings instead all you need to do is click on this button add from library and it will bring all your you know these findings from process record to your project record and you don't have to uh memorize what filters you need to put in it's just going to you know be a very simple import uh button that will help you do a onetime setup it saves time and it's a very easy way to also compare your findings across projects so that's why those of you who are very comfortable with transition filters and a bit more geeky would love to still go ahead and use filters keep doing that but for you know saving time or others who want to leverage the benefit of having a finding that kind of just click button and it's there in your project uh then this uh session will be really helpful for doing that so there are a number of rule-based findings that you could create uh today I'm going to focus on only three use cases U so what does it mean by those use cases so the first one is longer to Route than resolve so in previous videos of Dan you might have seen him showing you the transition filters like how a ticket first goes to in progress for example and then it goes into resolve but it is resoled in just 30 minutes but from going to new from new to in progress it takes two days so it it what it's saying is that the resolution time was so less but the routing time was two days so you might want to use this pattern on your data so I'll show you how to set up um instead of the filter how you can set this up as a finding and then that way you don't have to worry about again and again setting it up the Second Use case I'll cover today is longer than a day to prioritize as critical so if your incident is first um tagged as a low priority like priority level three but after 2 days then it is suddenly marked as Priority One and you are wondering why is is this happening why can't you from the get-go mark it as a level one priority so in this use case it basically the start condition is where the incident priority is not one and then it is one eventually and it took at least one day for you to Market as one so that's the second use case which is a very popular use case for process compliance and adherance uh cases the last one I'll show you is a waiting caller longer than a day so where the start condition would be that the state is a waiting caller and then it is not a waiting caller but for you to switch from a waiting caller to say resoled or something else it took you one day which is a loss of time and it would impact your resolution uh average resolution time of your tickets as well so this finding will be also very helpful for you if you can in some way just create a rulebase finding instead of using filters um so when I'm showing you the demo today all I'll be doing is following these five steps so first I'll go to the process configuration record you could alternatively go on your project record but then you cannot share it with other projects you can only use it in your own Suite project so it's better that you go to the process configuration record and create this rulebase finding you'll create the rulebase finding with me today by specifying the conditions then you will add from you'll click on ADD from library button which will import all your rulebase findings from the process record to the project record then you'll mine the data and then in the end you'll see miraculously that uh finding shows up on your insights and summary page but bear in mind that if uh you'd follow these steps and you're like oh I didn't see anything on insights and summary page it's not happening so there could be two reasons for it one is that for that rule based finding to show up on your insights page it should be relevant for your data if that data if your data doesn't have that pattern in it it will not show up on your insights and summary page the second reason is that sometimes people uh create projects with activity like state but their finding is based on the priority of the incident so when your uh the fields that you use to denote your activity is very important so make sure that the activity on your project is priority and then that rule based finding related to Priority will show up on your insights and summary page all right so that's it now let's go into the demo so let me just uh bring that up here while you're bringing this up rosin I just want to say this is fantastic and everyone seems to love your constellation analogy I'm going to steal that and use that it's fantastic I have stolen so much from you Dan I'm guilty of that so go for it it's called borrowing we we're borrowing from each other yeah um all right so let's go digging into this topic now so I've been a bit cheeky and I have a recording screen recording here so you need to go into your process mining workspace um and there you'll now I'm going to the insights and summary page uh where it says Improvement opportunities and I I don't see anything that has those three use cases longer to Route than uh resolve uh neither does it have any on priority or a waiting caller for a day so I've edited the project now and I'm looking at the findings NOP nothing in rule based findings around those three um so now that we've seen that the before I'll just check the library just in case the library has any of those three use cases which is longer to Route than resolve a waiting caller no nothing there so I'm now going to create a new one so go to your process configuration record by typing in the all menu once you go there then the table I'm interested in in is incident you could pick up case or whatever is your um area of Interest automated finding no I'm going into the rule base findings which is on this tab and here I see there is nothing on the process config record which is around longer to Route than resolve or any of my three use cases so I hit on new and then I just say you know what this is related to the performance of the process because it's taking longer to Route than resolve and I type longer to Route than resolve you can type any name you like but this makes it easier for me to understand what the uh finding is about I pick up a long resolution time from the type if you have performance analytics make sure you link your kpis here highly recommended then I submit now if you have that uh finding rules is something you need to create so what is the how will the system know how to detect incidents so you have to specify start and end conditions so first the start condition would be so if you think about it you're looking at longer to resolve sorry longer to route but easier to resolve so maybe the name here should be um the state is in the um in progress State and the condition should be just common sense that it should be the field and the field is the state field of the incident it state is in progress and then are you going to match all occurrences of in progress yes we're going to match all not just the first and last and submit it then the end condition is the state should be in resoled so let's name it that I really like to name my uh conditions exactly what it is just so I don't have to scout for definitions and then field state is resolved and here you need to say occurrence is the last occurrence when the incident was resolved just so you don't get tickets where resolve goes back to open or back to work in progress it has to be the last one and then what's the relationship between these two conditions so we want to say that in progress eventually followed by the state being resolved and submitted so this is the exact screenshot I showed you on my slides state in progress eventually followed by resoled but how much time should it take for this to happen so that will be the time setting should be under the finding constraints tab if you go there click on new and then here you can say time taken for resolution and obviously your start condition would be from in progress your end condition would be when the incident went to resolve and then you can specify that it only takes 30 minutes or less to do this so that's what you'll do in the uh duration Max and submit it so that's it we done with the first setup that time taken for resolution is only 30 minutes or less now next rule will be or the second rule will be that it is going from New State new yeah nice and easy state is [Music] New and all occurrences to match submitted and then the end condition would be state is in progress yep and we'll match all occurrences and submitted and then the relationship between new and in progress should be eventually followed by and that's it submit it and now the timing that it took about about 2 days for just routing should be under finding constraints tab you go in type time taken for routing and the start condition would be that you were in new and from new to in progress is the end condition it took you minimum two days so it sometimes take longer than that so all the instances where it took longer than two days will also show up in this pattern uh and that's it we're all set now so once that you've done this of uh setting up a rule based finding on the process record then uh your next step is to go into your process mining workspace and then you need to First edit your project and then make sure that you go into the select improvements step and go into rule based findings and add from the library so sometimes if it doesn't show up in the library hit the refresh button in this case it shows up there longer to Route than resolve beautiful pick it up apply to your project so you can apply to any number of projects because it's there on your process record so you can share it with any project once you've imported it on your project then the next step is to mine it so mine the data again and then after mining here you can see that it has come up time taken longer to Route than resolve 200 uh incidents all right and then when you view it on your workbench this is how it looks to 200 records and this is the process map for just those 200 records of incident which took you just uh 30 minutes to resolve but took you two days to just route the ticket all right now I'm going to go with the Second Use case so you go now you know the drill so you go to the process config record go to your table then go to your rulebase findings tab uh Auto not automated and create a new finding there and here you can say that probably this is related to conformance because this one is about it took you more than one day to just prioritize an incident as critical and which is probably more related to process compliance and the type S as compliance kpis please add them with your uh process sorry performance analytics and then and the same thing you need to go into the finding rules Tab and create a new rule to tell the system how to find those incidents so the first thing you'll say priority is uh not one means not critical one is for critical and then which field should the system look for so it should look for the priority field of the incident priority is not one critical whatever you have it in your instance if you've relabeled occurrences all and then the end condition should be priority is one go and pick up the right field from your table which is priority in this case priority is one all occurrences of Priority One to match and then submit and the relationship would be the priority is not one initially but eventually followed by the priority being one and just hit submit and you're done with it but how do you specify that it should it took one day so that is you know by now it's under finding constraints you go there create a new constraint where you say uh time taken sorry longer than a a day to prioritize it as critical and your start would be that the priority was not one and then it was one and then you can just say that duration minimum two days sorry one day whatever you want to in this case we are a bit stringent that it took just one day or more so you can put that as a constraint and then hit submit that's it so now your rule base finding is set up here you go into your uh project again here on same sorry before going into the project let's set up another rule base finding which is about a waiting caller while we are here let's just get this done so a waiting caller longer than a day category could be performance because it'll impact the resolution time and the type could be long resolution time because the ticket is a waiting color for longer than a day again attach as many kpis it's always good to have the kpis linked then submit and then in finding rules uh new and it's very easy start condition would be that state is um a waiting caller sometimes people also call it on hold so um in this instance here you'll see that we have on hold so whatever you call it in your uh implementation just feel free to pick the right values so state is on hold which is same as a waiting color for [Music] example and then all occurrences to match and submit then the end condition would be state is not a waiting caller so where you have now progressed the ticket to say resolved or some you know um in progress or something else so State field is State and condition is that it is not a waiting color which is same as on hold and the relationship once you submit this then the relationship between the two would be eventually followed by so first it was a waiting caller and then it was not a waiting caller and it took about a day to do this so uh it took longer than a day for it to go from a waiting Coler to not awaiting Coler so duration minimum is one day or more submit it all right beautiful so we've set up all the rule based findings now so now just to show you what happened when we run ran the mining on the project so um you already know the drill I'm just going to make this quick in the interest of time so when I mine the project I use my priority analysis and you see here that on the insights and summary page of the project uh after importing and after running the mine I see longer than reprioritize the critical that is another one longer than a day to prioritize that's the one that we created so there are plenty of rules that you could create I've just shown you only three today so I'm hoping that you can understand this concept and use it so that you don't have to create the filters over and over uh back to you Dan thanks so much for the time oh that's fantastic Rosman uh let me just share my screen and then there's a couple of questions that have come in that I think uh will get answered so let's oh let's just jump to after your slides there we go so some questions came in while you were while you were um presenting and fantastic job I think the the audience is excited to have you as a a new member of this squad and a frequent contributor thank you the content was was I'm seeing some great feedback in the chat um and there's people that are engaged and nobody's actually left we just keep the attendance keeps Rising sometimes when I'm doing them the people just leave halfway through like okay I'm done with this guy that's just wom power yeah all right so one of the questions that came in was um just kind of like asking about hey I'm working with the customer and and they don't they don't always have like a a desired path mapped in their heads and and I think that's a a great opportunity for process mining to to kind of get a sense of you use process mining earlier in a in a process right when you're starting to roll processes out um one of the things some of you may have heard me say this before one of the things that our our CIO here at service now likes to say is that process money helps us innovate faster because they're not worried about getting the process 100% right the first time because they know they're going to have visibility into where it's going off the rails and where the opportunities to improve are from day one with process mining in the platform U so you know one just one thing to keep in mind is use process mining early and often uh as you're rolling out new workflows and then use that data that it's providing as the Baseline for the improvements that you want to make and start tightening it up uh so that was one of the questions another question was just about the roles in terms of creating um rules in the process configuration and um for those that are not familiar there's four roles that come with process mining a process mining admin process mining developer power user I forget exactly which one that's called there's a process mining analyst and a process mining viewer viewers just get to view projects um and interact with them analyst can create their own projects and the analyst would have the ability to create finding definitions for their Project Specific specifically the developer slow user and admin would have the ability to interact with that um process configuration record and create those finding definitions for multiple projects for people to use so that's that one uh another question came in um and this is one I haven't answered it in the chat so I'm just going to answer it live yet about the those rules like the the the constraints I believe is what the the label on the um on inside of the finding definition is the finding constraints uh can they be dynamic and the answer today is unfortunately no I mean you're kind of setting less than two days it can't be less than two days times a certain value but that is fantastic feedback and certainly something that we as a product team should look to include because it's a very very good use case so thank you for um posting that question and providing that feedback out that's something that we can get to the get to our inbound team and and see what it would take to make that happen I love that use case um one idea I have to think about a little bit more so I might come back and post a post a response on the Community page when we post this because I um if I give it a little bit more thought there might be a way to accomplish it but I love that as a as a future enhancement idea so thank you for sharing that this is what we do here Dave I saw you post it um you know do the best you can until you know better then when you know better do better awesome um there was another question that came in as we and as I'm answering these questions if You' got other questions now is the time to post them in the Q&A uh somebody was asking about process mining for external data and finding definitions so uh there is an academy session specifically focused on external data and the import process for bringing in process data from a process that's not running on service now there's a wizard that helps walk you through uh that import process but once the data is on the service now platform these finding definition conditions are going to work just like um they would for a service now uh workflow so you can you'd have the same ability to create finding definitions actually what we find is that the automated findings the rework pattern detectors the um the slow transition detectors the extra step detectors those are really really powerful when you start applying them to that external process data that you're bringing into the platform there a great way to get an understanding of your process and figure out some things that you may not have even known to look for so that was another question that came in um and then the last thing that I just wanted to call out one of the things that I I as you were going through it Rosman and you got to that on hold step um I I it just reminded me of kind of something that I think a lot of customers Overlook is that process mining is great for allowing us to use the to get some visibility into the actual onh hold reason fields and values it's one of the the use cases we have posted in the use case series uh so you you know in your examples there you were adding State as an activity you can also add onh hold reason as an activity and you can start to look at things that not only went into the on hold state but maybe they went into an on hold State awaiting caller a waiting vendor or a waiting change for X period of time so if you want to get a little bit more granular as you're building these finding definitions specifically in that on hold scenario you might want to think about adding an on hold reason as an activity to your project as well um and I think that's a again we have a recording in the use case series on how to create a project that uses the on hold reason uh field it's a powerful one yeah I I think I think Dan once we learn the art of creating a rule-based finding then the sky is a limit because you now know what pattern are you looking for right so like you said you know it's not just restricted to incident table or only the State field you could go beyond the State field and try to create your own patterns so um yeah absolutely once you master this and if you look at the previous videos of Dan on this topic then uh I I think you can go in your data and set any rules to look for a pattern yeah uh all right any other questions get them in there now um and we'll we'll make sure that we address them as you're you're putting your questions in the chat a couple of other things um some some other relevant Academy sessions that uh you might want to f focus in on that would be very complimentary to this one is is one would be the academy session number two it's it's um named process optimization Academy because that was the former name prior to Vancouver of the solution but we have added some updated content there an updated video about using the process analyst workbench to find um opportunities and it goes deeper or it goes into some of the the filtering techniques that Rosman was calling out earlier so that's a great session for those that might be a little bit newer to process mining um and then we didn't cover you the the automated findings here today the the rework the ping pong the slow transition detectors there's a whole Academy session on on those automated findings it's the the number 20 session um so you might want to check that out if you you're interested in the other flavor of findings above and beyond these um in terms of other resources out there um there is an on demand training for called process mining Essentials on the now learning site we're actually in the process of updating to the Washington level it's a little bit dated at this point um and and one of the things you may have noticed as Rosman went through her demo there is that in Washington the we've added a guided setup experience for creating your project so it's a little bit newer so we got to get that training updated um but it's it's still good foundational set of knowledge for you to go through if you have not went through it before um we've got a lot of questions about like scaling a a process mining program at our organization and how to get more people involved one asset that's helpful for that is this now on now white paper that's out there on the community site you can find it on the FAQ uh page uh in the process marting product Hub that's a a useful resource we're actually going to be scheduling a a a webinar about U planning and scaling a process marting program because we're getting asked about it so much we've got some really good content in that area uh you've probably found this session on the community site you should you might already know and you should already know that there's a process mining product Hub lots of information there great place to post your questions RZ Damian myself and the team um we we check it daily and and try to respond as quickly as possible to questions that you post here so great way to get in touch with us um this is the academy you know all about it you found it this is now our 26th recorded session so there's plenty of other opportunities to learn more there I've mentioned the use case series a couple of times here these are short little five minute videos about how to do certain things like SLA breach analysis multihop analysis on hold reason analysis and then we've started now and and next week will be our third office hours session so specifically focused on just answering your questions no content prepared for that session we're just there for you to ask your questions live and uh hear our answers and and learn from other people's questions as well um so you can you can register for that office hours on the community site as well so those are some of the other resources that are out there for you I'm just going to go back and check last chance for questions if you got questions please put them in the Q&A or um I see some of you are putting them in the chat uh there was a question about process mining does it come as a separate Plugin or is it included with performance analytics so the way the process mining is um packaged uh it it's part of the Enterprise offerings on the both the itsm and customer service management side of the house and all the industry flavors of customer service management so in that sense it's kind of bundled with pa uh or performance analytics for those that are not uh familiar um so with those Enterprise packages it is not included in the HR Enterprise package that's just to clarify that and then there's the add-on um you can buy process mining separately if you're at a pro level um or get entitled to it separately so essentially everyone is going to have performance analytics when they acquire process mining um there's there's really no way to have process mining without performance analytics in fact we're running a webinar right after this that talks about the complimentary nature of process Mining and performance analytics um so very complimentary Solutions but they're they're not uh let's say process m is going to be an additional charge all right um question about the the the pdis so I have to check in on that I don't have a a good a good answer for that yet the the reason to my knowledge right now that process money is not available inside of a personal developer instance is to my again to my knowledge the personal developer in instances are still not connected to the machine learning infrastructure and that's what we use to do the mining um so um but you do have the option to install process mining in your sub production environments and mine up to 3600 records so I would recommend uh you're trying it out there in your sub production environments uh just in terms of um reaching out I would say uh the person that wants to reach reach out about uh just talking about planning a process mining program and adoption and that we will be running a session but if you you wanted to reach out to someone one you could reach out to your account team uh or you could just reach out to me um you can either find me on LinkedIn or you could always email me at dan. grrs servicenow.com I'm happy to have that conversation let's see what other questions we got here yeah so a question about is can we use process money to document the current state of a customer before implementation um so what we've seen in that area is customers who are using some other solution not service now theyve they've looked at using the external data option um to do that so extract audit log data from the current system that the workflow is running in uh pump it into service now via the external data option for process Mining and then they get um visibility into the current process so they don't make some of the same mistakes or they avoid some of the same challenges that they might be currently happening so that's one way um that I've seen folks do that a question about how often process mining will be updated in the store so the content packs get updated kind of Fairly regularly I would say um but the the core is tied the core process mining engine is tied to the family release we don't we don't do core process mining updates via the store but the individual content packs that contain those process configuration records they get they get updated on a outside of a family release basis any other questions comments feedback then there's one on hrsd pack in the chat in the chat did I miss that one yeah it says uh oh yes so there it's so just to be clear process mining is available for hrsd process mining is available for it M CSM HR HR SD and life cycle events it's available for uh app engine it's available for SPM it's available for field service management and that external data offering so so it is available for hrsd there is a Content pack for HRC there's actually two content content pack for uh HR case as well as life cycle offense or content I should say for HR case and life cycle and so I sorry if I was confusing in how I answered that I was process mining is definitely available for hrsd and there is a Content pack um just to be clear uh process mining courses on the now learning portal there's there's two uh so somebody's asking about a number of courses on the the now learning site there's two there's that process mining Essentials course that I just touched on and there is a process mining course for external data um or the external data offering so there's two out there right now on the now learning portal um and then of course you have the academy um you have the academy sessions for uh there's like 26 of them so there's there's a lot of other content outside of just the now learning courses uh yep the just a a further comment on process mining for HR process mining for HR is there is an add-on skew that customers need to entitle it's not bundled with anything else on the HR side so always always have to pay for that one any other questions I will say it again last chance for romance with that uh we'll just kind of wrap up here uh next couple of sessions these are always subject to change Safe Harbor but this is the plan right now uh there is a a demand for like a a MythBusters type of session debunking some of the common process mining myths so we'll we'll we'll do that next one next we do want to make sure that we cover and have a session out there on the new guided setup experience in Washington and then we I think in the the September time frame we we'll be ready to do our what's new for process mining at a xanad release there is tons of new stuff coming it's super exciting um it's really I'm I'm psyched for the the xanad release just to give a little sneak peek one of the things that we're actually adding is today you have clustering inside of there for short descriptions and descriptions but we're going to have a clustering on top of the work notes analysis inside of zanadoo and that's going to make everyone's lives a thousand times easier because there's so much actionable information in that work Note data so super excited about that this is the current plan but you know as we get feedback about things that people want and sessions that they want will adjust this this calendar accordingly um and I just want to say Rosman fantastic session fantastic debut um super psyched to have you on board and uh um and part of the team uh so thank you for doing this today and I I look forward to many more sessions in which we're we're co-hosting together thanks for having me Dan I loved it yeah that's great hold on got one more question and it's a good one so we're gonna we're going to get it answered here uh just a question about the the condition filter compared to the transition filter um and uh you're very very welcome you're one of our favorite customers too so uh so Rosman touched on the condition filter and the transition filter um condition filters work just like the reporting and analytics um a reporting filter so they're looking at the current state of the record uh when we apply that conditioned filter so if a you know the the the category is currently X and you put it in a condition filter category equals why you're not going to see that record right it it looks at the current state of the record but the transition filters are actually looking at the the audit log data the steps that the work took in the process to narrow it down so it's it's looking and using the audit log data to filter it so condition filter works just like reporting current state transition filter is going against the audit log data um there so there two different ways to use them um condition filter just since we you we brought it up and we're still on the topic two ways in which we use the I've seen customers use the condition filter that we're a a wow type of thing um the first one is occasionally we get asked can you use process mining to look at the map for just a single record the answer is of course you can if you go into a mind process map you can just put in the condition filter incident number one 123 or HR case1 1234 hit run and it's just going to give you the map for that single record that matches that condition so that's one way I've seen people use the condition buil or that I didn't actually think they would use it and then the other one is to do kind of side by side comparison of time periods so I use the condition build to say show me all the work that is closed before a certain date and save that and then show me all the work that closed after a date and save that now you can do a side by-side comparison of before and after let's say a process change so those are two interesting ways in which I've seen people use the condition filters I hope that helped to answer your question anyone else got any uh last minute questions up up someone else can outside of process mining is there any way to report off of the event logs or or incident tickets not easily Allan we we've kind of tried to lock down um the audit log data because there's there's a a risk from a performance perspective uh if you let people report against that there is a concept of metric definitions that uh you might be able to use but uh in many many customer conversations that I've been having since we've done doing process mining um actually I just had one yesterday the customer said oh my gosh you just saved me hours and hours and hours in tons of Maintenance and support on uh my metric definitions that I've created in the past I don't really need them anymore uh this is a huge help so the answer is yes there's a way but this using process mining is a thousand times easier all right with that I think we're going to get out of here really appreciate everyone's time and attendance here today definitely um RZ really appreciate the the effort you put into the content um and and the the the turnout has been fantastic we look forward to seeing you all on future process mining sessions uh Happy mining everyone