ServiceNow Ticket Analysis

[Anonymous]

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.

[antonstorozhuk]

Hello,

I’d like to propose and alternative solution for you for the ServiceNow Ticket Analysis, you might want to try out our app - Power BI Connector for ServiceNow:

• https://store.servicenow.com/sn_appstore_store.do#!/store/application/87a42573879e0110fb5033773cbb35...
• https://www.alphaservesp.com/products/servicenow/power-bi/

We have a handy User and Admin Guides for your convenience, but feel free to reach out support team at support@alpha-serve.com if you need any assistance.

Thank you.

Regards,

Anton

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If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

[aj1973]

Hi @Anonymous 

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

[parry2k · Accepted solution]

@Anonymous 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.

[Anonymous]

@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.

[Anonymous]

Hi All,

Hope you guys are doing well.

I need help on the below data and formulas how to convert them into powerbi.

1. =VLOOKUP(DATEDIF(B2,M2,"d"),SLA,2,1) :- how do I perform this in Powerbi 

So below is the scenario

So I have a tab which captures all the incidents. I have added a row reference and the formula to capture SLA where the above formulation is done. The SLA is captured from a different Tab named configuration. I want to perform this analysis in PowerBi . Thanks in advance for your help. Below are the screenshots for the same.

[parry2k]

@Anonymous 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!

⚡Visit us at https://perytus.com, your one-stop shop for Power BI related projects/training/consultancy.⚡

[Anonymous]

 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.

[ryan_mayu]

@Anonymous 

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

[Anonymous]

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.