With a small modification to ServiceNow metrics, we can track the flow of tasks between groups and states and create reports to analyze it.
Performance Analytics is an great part of the ServiceNow platform for anyone looking to deliver quality services in an efficient way. This post will cover how PA works and how to use it.
Learn how to set up and use Spotlight in ServiceNow, and build criteria based on how much SLA has elapsed in the record.
How to setup a database view and use it for reports covering all tasks regardless of type while still being able to use extended fields.