Universal Request Process Overview dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 4 minutes to read
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    Summary of Universal Request Process Overview dashboard

    The Universal Request Process Overview dashboard enables ServiceNow customers to analyze and track the behavior and transfers of universal requests within their organization. Designed for process owners, this dashboard helps measure efficiency and identify areas for improvement in the Universal Request implementation. It displays data based on closed universal requests and supports filtering by time periods for customized reporting.

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    Accessible via Universal Request > Process Overview, the dashboard is available in the Next Experience UI Framework and allows detailed drill-downs on each indicator. Users can modify the dashboard and widgets using the inline editor to tailor reporting to their needs.

    The SLA Trends tab offers dynamic Performance Analytics reports on Universal Request SLAs, requiring activation of the relevant Performance Analytics plugin and running daily or historical data collection jobs to populate the reports.

    Roles and Use Cases

    • Admin and UR Admin (snunireq.uradmin): View and edit the dashboard, and manage users, groups, and roles.
    • Service Owner (snunireq.urserviceowner): Analyze UR behaviors, track transfers, and make informed service management decisions.

    Key Indicators

    Monthly metrics focus on SLA and OLA breaches, average response and resolution times, and transfer behaviors:

    • Universal Request Response SLA Breaches and Average Response SLA times
    • Universal Request Resolution SLA Average and OLA Breaches
    • Resolution SLA averages and breaches for Universal Requests with primary tickets
    • Counts of primary ticket transfers without resolution and SLA breaches
    • Percentage of breached resolution SLAs on requests with primary tickets

    Some indicators are used internally for formula calculations but are not displayed directly.

    Data Visualizations and Reports

    The SLA Trends tab provides visual reports based on closed universal requests, including:

    • Assignment Group Changes: Frequency of UR reassignment between groups
    • Resolution Time by Group: Total resolution time consumed by assignment groups
    • Sources: Distribution of request creation sources (e.g., interaction, virtual agent, email)
    • Resolution Time by Service: Time consumed per department on primary tickets
    • Triage Time by Group: Time UR tickets spend in assignment group queues before department ticket creation
    • Transfer Disposition: Percentages of tickets transferred with or without resolution
    • Sensitive Universal Requests: Counts of tickets restricted by employees or agents
    • Transfers with Sensitive Comments/Attachments: Percentage of transfers containing sensitive information

    Filtering

    A date filter allows users to select the reporting time period on the Overview tab, enabling focused analysis on specific intervals.

    Analyze the behavior of universal requests in your organization and track transfers. As a process owner, use this dashboard to measure efficiency and to determine necessary improvements in the overall implementation of Universal Request.

    To view the Universal Request Process Overview dashboard, navigate to Universal Request > Process Overview. The reports are based on closed universal requests. You can select the time period for the reports using the date filter. Click and open each indicator for more details.

    You can view the dashboard in the Next Experience UI Framework. Select any indicator widget to view it's details in a list view.

    Use the Edit button to modify the dashboard and the widgets with the in-line editor. For more information, see Edit Platform Analytics dashboards.

    Figure 1. Process Overview tab
    Universal Request Reporting Process overview tab.
    The SLA Trends tab displays dynamic Performance Analytics reports for Universal Request. To view this tab, activate the Performance Analytics and Reporting for Universal Request plugin (com.snc.universal_request.pa). The SLA trends tab displays reports based on closed universal requests. By default, the monthly data is displayed. To collect daily data for this tab, run the [PA Universal Request] Daily Data Collection job. To collect data for the past three months, run the [PA Universal Request] Historical Data Collection job.
    Figure 2. Process Overview SLA Trends tab
    SLA Trends tab in the Universal Request Process overview.

    Required ServiceNow AI Platform roles

    The following roles can view the Universal Request Process overview dashboard:
    • Admin
    • UR Admin [sn_uni_req.ur_admin]
    • Service owner [sn_uni_req.ur_service_owner]

    Use cases

    For examples of how different people in your organization would use this dashboard, see these use cases.
    Table 1. Users and use cases for Universal Request Process Overview dashboard
    User Dashboard use
    admin, sn_uni_req.ur_admin View and edit the dashboard. Manage users, groups, and roles of the dashboard.
    sn_uni_req.ur_service_owner View and analyze the UR behaviors and track transfers to make informed decisions about your service.

    Indicators

    All the following indicators are measured on a monthly basis.

    Universal Request Response SLA Breaches
    The number of breaches in Universal Request Response SLA.
    Universal Request Response SLA Average
    The average value for Business elapsed time (in minutes) of response SLAs for Universal Request.
    Universal Request Resolution SLA Average
    The average value for Business elapsed time (in minutes) of resolution SLAs for Universal Request.
    Universal Request Resolution OLA Breaches
    The number of breaches in Universal Request Resolution OLA.
    Universal Request with Primary Ticket Resolution SLA Average
    The average value for Business elapsed time (in minutes) of resolution SLAs for Universal Requests with a primary ticket.
    Universal Request Primary Ticket Transfer Without Resolution
    The number of Universal Request primary tickets that are transferred without resolution.
    Universal Request Primary Ticket SLA Breaches
    The number of SLA breaches in primary tickets which have an associated universal request.
    % of breached Resolution SLAs of Universal Request with primary ticket
    The result of the formula ([[Universal Request with primary ticket Resolution SLA Breaches]] / [[Universal Request with primary ticket Resolution SLA]]) * 100.
    The following indicators are used only to calculate formulas and are not shown directly on the dashboard:
    • Universal Request with primary ticket Resolution SLA Breaches
    • Universal Request with primary ticket Resolution SLA

    Breakdowns

    The breakdowns in the Universal Request Process Overview dashboard are as follows:
    • UR Service Configurations
    • UR Assignment groups
    • Universal Request (Inactive)

    Data visualizations

    The visualizations in the SLA trends tab are based on closed universal requests per month.
    Table 2. Universal Request Process Overview dashboard reports
    Title Type Source table Description
    Assignment Group Changes by Group Bar universal_request_instrumentation The number of times the UR is moved between the UR assignment group.
    Resolution Time Consumed by Group Bar sla_breakdown_by_primary_ticket_and_group The total resolution time consumed by universal requests spread across different assignment groups, such as IT, UR, or HR routing group. Resolution time is the total time consumed by the UR from the creation to closure.
    Sources Donut universal_request_instrumentation The percentage of universal requests created from various sources, such as interaction, UR record producers, virtual agent, or email interactions.
    Resolution Time Consumed by Service Bar sn_uni_req_sla_breakdown_primary_task_service The total resolution time consumed by each department on the primary ticket. Resolution time is the total time consumed by the primary ticket from its creation to closure.
    Triage Time Consumed by Group Bar sla_breakdown_by_primary_ticket_and_group The total triage time consumed by different assignment groups on the UR. Triage time is the time consumed by the ticket in the UR assignment group queue before the department ticket is created. The triage time pauses when the department ticket is created.
    Transfer Disposition Donut universal_request_instrumentation The disposition selected by the routing agents while transferring the tickets back to the UR. The statuses captured are the percentages of tickets that are either of the following:
    • Transferred with resolution
    • Transferred without resolution
    Sensitive Universal Requests Pie universal_request_instrumentation The number of tickets restricted by the employees and agents.
    Transfers with Sensitive Comments/Attachments Donut universal_request_instrumentation The percentage of universal requests that were transferred with sensitive information.

    Filter

    The date filter is available for the Overview tab.
    Table 3. Universal Request Process Overview dashboard filters
    Name Type Description
    Date Choice The time period for the data that will be filtered.