Generating Incident Summary Report with data from ServiceNow
- Francis Martens
- Dung Nguyen Tuan
The purpose of this document is to define the use case for generating an Incident Summary Report in Visionade using the pivot table feature. This report allows users to analyze the number of incidents in ServiceNow based on their State and Priority, helping them gain insights into incident trends over a specific period.
Introduction
Visionade provides an interactive pivot table feature that enables users to organize and analyze ServiceNow incident data efficiently. By configuring the pivot table settings, users can categorize incidents by State and Priority, count the number of incidents, and apply date filters for a specified timeframe. Additionally, a Pie Chart visualization enhances the data representation, making it easier to interpret the distribution of incidents.
Prerequisites
Users have the necessary permissions to configure data sources and reports in Visionade.
A connected ServiceNow instance with incident data.
Availability of State, Priority, Number, and Opened At fields in the dataset.
Post-condition
The Incident Summary Report is successfully generated in Visionade and displayed on the Jira Dashboard.
Users can analyze the distribution of incidents based on State and Priority.
Connected data source (from ServiceNow) is saved in Data Sources list.
Configured report is saved in Reports list.
Use Case Flow Diagram
Step-by-Step Implementation
1. Connect Data Source from ServiceNow
Actions | |
|---|---|
| 1 | Click Add Data Source button  |
| 2 | Select “ServiceNow” and click Next  |
| 3 | Fill in validate information and click Save You can also click Test connection to check the connection before.  |
2. Configure Incident Summary Report
Actions | |
|---|---|
| 1 | Click Reports tab Click Create Report button  |
| 2 | Fill in Name and click Create button  |
| 3 | Click on the Source section Select “ServiceNow source” as data source  |
| 4 | Click on Table field, and select “Incidents”  |
| 5 | Drag dimension State to section Rows to view incident states as row headers  |
| 6 | Continue to drag dimension Priority to section Columns to view priority as column headers  |
| 7 | Drag dimension Number to section Values and select Count in Aggregation field to view number of incidents in each field of the table   |
| 8 | Drag dimension Opened At to dimension Filters to filter incidents opened in Q1 2025  |
| 9 | Click in Filter By field  Select condition Is between  Enter “1/1/2025” and “3/31/2025” in fields  Click OK to filter |
| 10 | Select Pie Chart in section Visualization  |
| 11 | Click Save changes to save report  |
3. Add Incident Summary Report to Jira Dashboard
Actions | |
|---|---|
| 1 | Open Dashboards screen and click Create dashboard button  |
| 2 | Fill in Name and click Save  |
| 3 | Click Edit button to edit the dashboard Search “Visionade” to search gadget Click Add button on Visionade Report gadget  |
| 4 | Select Incident Summary Report  |
| 5 | Click Change layout and select One column  |
| 6 | Click Done to save dashboard  |
4. Result
Report is displayed on Jira Dashboard.
Conclusion
With Visionade’s pivot table feature, you can effortlessly analyze ServiceNow incident data to identify trends and patterns. Applying date filters and visualizing data with a Pie Chart simplifies decision-making and streamlines incident management. This report empowers your team with valuable insights to enhance response and resolution efforts.
Other Use Cases In The Future
For more information - check following blogs
https://exalate.com/blog/ai-powered-jira-servicenow-integration/
https://exalate.com/blog/jira-servicenow-integration-use-cases/
Visionade can play a role in providing an overview.
Some of the ideas generated by ChatGPT here
One of the most interesting use cases is
Identify spikes in incidents that may correlate with software deployments or infrastructure changes.
Other examples
Incident and Issue Volume Over Time – Trends in reported incidents and issues.
SLA Compliance Over Time – Percentage of incidents and issues resolved within SLA.
Escalation Rate – Percentage of ServiceNow incidents escalated to Jira.
Resolution Time by Severity – Average time taken to resolve incidents/issues categorized by severity.
Deployment Impact on Incidents – Comparison of incident volume before and after deployments.
