19LB08 VisualizingHierarchicalData Ninness ServiceNow Lab Guide

Lab Guide
Performance Analytics 301:
Visualizing Hierarchical Data

Robert Ninness & Pieter Goris
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Lab Goal
This lab explains the technique of using a rollup script to roll up scores to
Lab 1.1
parent breakdown elements. Breakdown

Rollups

Create a Partner Breakdown Source
1. Navigate to Performance Analytics > Sources > Breakdown Sources.
2. Click New.
3. Set the Name to Partners.
4. Choose the Account [customer_account] Facts table.
5. Choose the Sys ID Field.
6. Add the following Condition:

Partner – is – true

7. Submit the form.
Create a Partner Breakdown

1. Navigate to Performance Analytics > Breakdowns > Automated Breakdowns.
2. Click New.
3. Set the name to Partner.
hts reserved. © ®2016 ServiceNow, Inc. All rights reserved.

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4. Choose the Partners Breakdown Source.

5. Save the form.
6. Scroll down and click the Indicators related list.
7. Click Edit.
8. Add the following Indicators to the list:

Average age open cases

Number of new cases
Number of open cases
Number of open cases in the last 5 days
Summed age of open cases

9. Click Save.

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Create a Rollup Script

1. Navigate to Performance Analytics > Automation > Scripts.
2. Click New.
3. Set the name to Partner.Rollup
4. Select the Case [sn_customerservice_case] Facts table.

5. Choose the Partner Field.


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6. Fill in the script field with the following code:
var partners = [];

var partner = current.partner;
while (partner) {
partners.push(partner);
var gr = new GlideRecord('customer_account');

gr.get(partner);
partner = gr.getValue('account_parent');
}
partners;
7. Click Submit.
Use the Rollup Script in a Breakdown Mapping

1. Navigate to Performance Analytics > Breakdowns > Automated Breakdowns.
2. Open the Partner breakdown.
3. Scroll to the Breakdown Mappings related list.
4. Click New.
5. Choose the Case [sn_customerservice_case] Facts table.

6. Check the Scripted box.
7. Select the Partner.Rollup Script.

8. Click Submit.

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Progress Report
1. Navigate to Lab Management > Report Lab Progress.
2. Click I am done!

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Lab Goal
This lab explains how to create breakdown relations to easily navigate Lab 2.1
between related breakdown elements in a data hierarchy.
Breakdown

Relations

Create a Child Breakdown Relation
1. Navigate to Performance Analytics > Breakdowns > Breakdown Relations.
2. Click New.
3. Enter the name Child Partners.

4. Choose the Partner Breakdown.
5. Again choose Partner for the 2nd Breakdown field.

6. Select the Account [customer_account] Table.


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7. Select the Parent Account Breakdown field.

8. Select the Sys ID Related breakdown field.

9. Create the following Conditions Partner – is – true.

10. Set Order to 1.
11. Submit the form.
Create a Parent Breakdown Relation

2. Click New.

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3. Enter the name Parent Partner.

5. Again choose Partner for the 2nd Breakdown field.

6. Select the Account [customer_account] Table.

7. Select the Sys ID Breakdown field.


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8. Select the Parent Account Related breakdown field.

9. Create the following Conditions Partner – is – true.

10. Set Order to 2.
11. Submit the form.
Create a Breakdown Relation Between two Different Breakdowns

2. Click New.
3. Enter the name Entitlements.
4. Choose the Contract Breakdown.

5. Choose Entitlement for the 2nd Breakdown.

6. Select the Entitlement [service_entitlement] Table.

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7. Select the Contract Breakdown field.

8. Select the Sys ID Related breakdown field.

9. Submit the form.
Progress Report
2. Click I am done!

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Lab Goal
This lab explains how to create breakdown exclusions, and how they can Lab 3.1
help reduce the number of scores collected during a data collection.
Breakdown

Exclusions

Enable the Breakdown Matrix

1. Navigate to Performance Analytics > Indicators > Automated Indicators.
2. Open the Number of open cases indicator.
3. Click the Collect breakdown matrix form tab.
4. Check Collect breakdown matrix.

5. Save the form.


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Create a Breakdown Exclusion

1. Scroll down and click the Breakdown matrix exclusions related list.
2. Click New.

3. Choose the Contract Breakdown.

4. Choose the Entitlement 2nd Breakdown.

5. Submit the form.
Progress Report
2. Click I am done!

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Lab Goal
This lab explains how to collect historical data and verify the breakdown Lab 4.1
rollup and breakdown relations have been set up correctly.
Data

Collection

Run the Data Collector Job

1. Navigate to Performance Analytics > Data Collector > Jobs.
2. Open the Customer Service Historic Scheduled Data Collection.
3. Click Execute Now.
Verify Partner Breakdown Rollup

1. Navigate to Performance Analytics > Scorecards.
2. Open the Number of open cases scorecard.
3. Click the Breakdowns tab.

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4. Select the Partner breakdown.

5. Verify that the parent partner elements have successfully been attributed the sum of their
child elements. Score values may differ based on demo data.
Verify Breakdown Relations

1. Navigate to Performance Analytics > Scorecards.
2. Open the Number of open cases scorecard.
3. Click on the Breakdowns tab.
4. Select the Partner breakdown from the breakdown select box.
5. Open the ACME Station Services breakdown.

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6. Again click on the Breakdowns tab.
7. Open the breakdowns select box.
8. Confirm that the two Breakdown Relations created in Lab 2 are available:
Child Partners
Parent Partners

9. Click on Child Partners.
10. Confirm that the breakdowns displayed are:
ACME Fencing
ACME Irrigation
11. Open the breakdown select box.
12. Click on Parent Partners.
13. Confirm that the breakdown displayed is:
ACME Station Services
Progress Report
2. Click I am done!

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Lab Goal
Create a workbench widget to monitor your partner workload and Lab 5.1
analyze the relationships they have to your Customer Service cases.
Workbench

Widgets

Create a Breakdown Dashboard

1. Navigate to Performance Analytics > Dashboards.
2. Click on the symbol to the left of the dashboard picker.

3. Set the name to Partner Workbench.
4. Choose the Customer Service Group.
5. Set the Order to 2.
6. Check the No tabs field.
7. Click Submit.
8. Open the Dashboard settings menu.

9. Click Modify.
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10. Scroll to the Breakdown Source Related list and click Edit.
11. Add the Accounts breakdown source.

12. Click Save.
13. Close the dialog box.

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Create a Partner Workbench Widget

1. Select Performance Analytics from the Add Widgets content drop-‐down list.

2. Click Workbench.

3. Click #New Workbench.

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4. Click Add.
5. In the new widget stub, click Click here to configure the new widget.

6. Set the name to Partner Workbench.
7. Save the form.
Add a Main Widget Indicator

1. Scroll to the Main Widget Indicators related list.
2. Click New.

3. Choose the Number of open cases Indicator.

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5. Choose the Element ACME Sheep Shearing.

6. Check Follow element.
8. Set the Label to ACME Sheep Shearing.
9. Save the form.
Add Supporting Widget Indicators

1. Scroll to the Supporting Widget Indicators related list.
2. Click New.

3. Choose the Average age open cases indicator.
4. Choose the Partner breakdown.
5. Choose the Element ACME Sheep Shearing.


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8. Save the form.
Add Another Supporting Widget Indicator

1. Change the Indicator to Number of open cases not updated in the last 5 days.
2. Select the Partner breakdown.
3. Select the Element ACME Sheep Shearing.

6. Set the Label to # not update in 5 days.
7. Right-‐click the form header.
8. Click Insert.
Add the Remaining Partner Elements as Main Widget Indicators

1. The Number of open cases Main Indicator form should display. If not, open Partner
Workbench widget and then navigate to the Number of open cases Main Indicator from the
related list.
2. Change the Element to ACME Irrigation.
3. Open the form context menu.

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4. Click Insert and stay.

5. Follow the steps in the Add Supporting Widget Indicators and Add Another Supporting
Indicator sections, this time choosing the ACME Irrigation Element.
6. Repeat this section (Add the Remaining Partners) for each of the following Partner elements:

ACME Fencing
ACME Stockhands
ACME Feed & Fodder

Each time use the same Partner breakdown element for the Main Widget Indicator and
Supporting Widget Indicators.
Progress Report
2. Click I am done!

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Lab Goal
This lab explains how to create report drill downs to navigate through a Lab 6.1
data hierarchy.
Report

Drilldown

Create the Base Report

2. Select the Open Cases dashboard.

3. Click Edit.


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4. Select Reports form the Add Widgets content drop-‐ down list.

5. Click #New Report.

6. Click Add.

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7. In the new widget stub; click Click here to configure the new widget.

8. Set the report title to Open cases.
9. Choose the Case [sn_customer_case] Table.
10. Select Horizontal bar as the Type.
11. Group the data by Account.

12. Add the following Filter:

Closed – is empty

or
Closed – after – Today

13. Click Save.

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Drilldown to Open Cases by Partner

1. Open the report context menu.
2. Click Report drilldown.

3. Set the Title to Open cases by partner.
4. Choose a type of Horizontal bar.
5. Group by Partner.

6. Click Save.

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Drilldown to Open Cases by Asset Type

1. Click on the New drilldown tab.
2. Set the Title to Open cases by asset type.
3. Choose a type of Pie.
4. Group by Asset.Model category.

5. Click Save.


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Drilldown to Open Cases by Location

1. Click on the New drilldown tab.
2. Set the Title to Open cases by location.
3. Choose a type of Map.
4. Select the Cases by pasture Map data.
5. Set the Station Pasture Map.

6. Click Save.
Progress Report
2. Click I am done!

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Lab Goal
Interactive filters are a great way to instantly see a different dimension Lab 7.1
of your data. When interpreting hierarchal data, interactive filters help
you quickly filter out unwanted paths so you can spot hidden data Interactive
relationships. Filters

Create a New Interactive Filter

1. Navigate to Reports > Administration > Interactive Filters.
2. Click New.
3. Choose the Reference option to Filter on.

4. Name this filter Accounts.
5. Select the Account [customer_account] table.
6. Add the following Filter:

Customer – is – true

7. Save the form.
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8. Scroll to the Interactive Filter References related list.
9. Click New.

Switch to the Customer Service Application Scope

1. While still on the new Interactive Filter Reference form:
2. Open up the System Settings dialogue.

3. Click the Developer tab.


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4. In the Application select box, choose Customer Service.

5. Close the System Settings dialogue.

6. Choose Case [sn_customerservice_case].

7. Choose the Account Reference field.

8. Click Submit.
9. Open the System Settings dialog again.
10. Click on the Developer tab.
11. Change the Application back to global.

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Add the Accounts Interactive Filter to the Open Cases Dashboard
2. Open the Open Cases dashboard.
3. Click Edit.
4. Click on the + symbol to open the Add Widgets pane.

5. Select Interactive Filters from the Add Widgets content drop-‐down list.

6. Choose Reference.

7. Click on the Accounts Interactive Filter.
8. Click Add.

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Configure the Accounts Breakdown to Act as an Interactive Filter
1. Open the Dashboard settings menu.
2. Click Modify.
3. Scroll to the Breakdown Source related list.
4. Open the Accounts Dashboard Breakdown source record.

5. Choose the Accounts interactive filter from the Act as filter field.

6. Click Update.
7. Close the dialogue.

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Performance Analytics 301:

Visualizing Hierarchical Data

Robert Ninness & Pieter Goris

Default Login / Password:

Create a Partner Breakdown Source

1. Navigate to Performance Analytics > Sources > Breakdown Sources.

3. Set the Name to Partners.

4. Choose the Account [customer_account] Facts table.

5. Choose the Sys ID Field.

6. Add the following Condition:

Partner – is – true

Create a Partner Breakdown

3. Set the name to Partner.

hts reserved. © ®2016 ServiceNow, Inc. All rights reserved.

4. Choose the Partners Breakdown Source.

6. Scroll down and click the Indicators related list.

8. Add the following Indicators to the list:

Average age open cases

hts reserved. © ®2016 ServiceNow, Inc. All rights reserved.

Create a Rollup Script

3. Set the name to Partner.Rollup

4. Select the Case [sn_customerservice_case] Facts table.

hts reserved. © ®2016 ServiceNow, Inc. All rights reserved.

6. Fill in the script field with the following code:

var partners = [];

var gr = new GlideRecord('customer_account');

Use the Rollup Script in a Breakdown Mapping

2. Open the Partner breakdown.

3. Scroll to the Breakdown Mappings related list.

5. Choose the Case [sn_customerservice_case] Facts table.

7. Select the Partner.Rollup Script.

hts reserved. © ®2016 ServiceNow, Inc. All rights reserved.

2. Click I am done!

hts reserved. © ®2016 ServiceNow, Inc. All rights reserved.

Create a Child Breakdown Relation

1. Navigate to Performance Analytics > Breakdowns > Breakdown Relations.

3. Enter the name Child Partners.

5. Again choose Partner for the 2nd Breakdown field.

hts reserved. © ®2016 ServiceNow, Inc. All rights reserved.

7. Select the Parent Account Breakdown field.

11. Submit the form.

Create a Parent Breakdown Relation

hts reserved. © ®2016 ServiceNow, Inc. All rights reserved.

3. Enter the name Parent Partner.

5. Again choose Partner for the 2nd Breakdown field.

hts reserved. © ®2016 ServiceNow, Inc. All rights reserved.

8. Select the Parent Account Related breakdown field.

11. Submit the form.

Create a Breakdown Relation Between two Different Breakdowns

3. Enter the name Entitlements.

4. Choose the Contract Breakdown.

7. Select the Contract Breakdown field.

2. Click I am done!

hts reserved. © ®2016 ServiceNow, Inc. All rights reserved.

Enable the Breakdown Matrix

2. Open the Number of open cases indicator.

3. Click the Collect breakdown matrix form tab.

4. Check Collect breakdown matrix.

hts reserved. © ®2016 ServiceNow, Inc. All rights reserved.

Create a Breakdown Exclusion

2. Click I am done!

hts reserved. © ®2016 ServiceNow, Inc. All rights reserved.

Run the Data Collector Job

2. Open the Customer Service Historic Scheduled Data Collection.

7. Right-‐click the form header.