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Regular Visitor

ServiceNow Ticket Analysis

I wanted some help around PowerBI. So there are a bunch of excel sheets which I export on a weekly basis from ServiceNow which are basically Tickets (Tasks, Incidents, Problems) which the Support team works on.

 

I do the multiple calculations on those excel sheet to calculate say SLA days say to calculate the week which falls into (=INT((6+DAY(J2+1-WEEKDAY(J2-1)))/7)) etc and also create Pivots based on that data (Not PowerPivot).

 

My management has asked that rather than create these reports in excel we use PowerBi. But I'm finding it very difficult to do some of the calculations I did in excel in PowerBi. Can anyone please help here?

 

There are multiple reports which I need help with.

 

Looking forward to help on the same.

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Super User VII
Super User VII

Re: ServiceNow Ticket Analysis

@djmenon21 I don't mind doing goto meeting sessions but a bit busy for a few days, I would still recommend to post it here so that multiple community members can chime in provide the solution.

 

If you still want to do a goto meeting session, it is something I can do next week or so.

 

 






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7 REPLIES 7
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Super User III
Super User III

Re: ServiceNow Ticket Analysis

@djmenon21 

you need to provide detailed info. plesae share the sample data and the expected output.

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Thanks and BR
Ryan
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Super User VII
Super User VII

Re: ServiceNow Ticket Analysis

@djmenon21 you can surely do a similar calculation in Power BI but it is not straight forward translation. You need to share the sample data and expected output and then someone from the community will provide your relevant DAX formula for that.

 

A lot of stuff in Power BI goes in data modelling which leads to effective DAX measures to get the result, so there are few moving components.

 

I would  Kudos if my solution helped. 👉 If you can spend time posting the question, you can also make efforts to give Kudos whoever helped to solve your problem. It is a token of appreciation!

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Proud to be a Super User! Appreciate your Kudos 🙂
Feel free to email me with any of your BI needs.





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Regular Visitor

Re: ServiceNow Ticket Analysis

Hi Ryan,

 

Thanks for your prompt response.

 

I prefer having a discussion on this through goto to meetings or on call to go over this data and what I am expecting rather than going throw discussion threads.

 

Let me know if that works so that we can connect. That will surely help.

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Regular Visitor

Re: ServiceNow Ticket Analysis

 I can surely do that.

 

But I work on multiple sheets to will have to put in one at a time so that I can tell you what is to be done and what needs to be the outputs.

 

1. Open Vs Resolved tickets (Incidents, Tasks, etc) Created, Resolved and In-Progress

 

This is just one there almost 6-7 of them that have a different analysis. 

 

I prefer having a go to meeting session to go through the same. Let me know if that works.

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Post Prodigy
Post Prodigy

Re: ServiceNow Ticket Analysis

Hi @djmenon21 

Your Management took the right decision to move to Power BI. it sounds like you have many calculations and modeling to do therefore I agree with @ryan_mayu and @parry2k on there request.

 

Regards

Regards
Amine Jerbi
https://www.linkedin.com/in/amine-jerbi-2b3a8928/

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Super User VII
Super User VII

Re: ServiceNow Ticket Analysis

@djmenon21 I don't mind doing goto meeting sessions but a bit busy for a few days, I would still recommend to post it here so that multiple community members can chime in provide the solution.

 

If you still want to do a goto meeting session, it is something I can do next week or so.

 

 






Did I answer your question? Mark my post as a solution.

Proud to be a Super User! Appreciate your Kudos 🙂
Feel free to email me with any of your BI needs.





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Regular Visitor

Re: ServiceNow Ticket Analysis

@parry2k  Early next week works for me. Thanks, Parry, really appreciate your help on this.

 

Though as you , @ryan_mayu and @aj1973  mentioned I can post the sheets one by one so that community can benefit as a whole.

 

@parry2k  Please let me know a suitable time next week. I will send out a meeting invite according to your availability.

 

 

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