Universal Request Process Overview dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 4 minutes to read
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    Summary of Universal Request Process Overview dashboard

    The Universal Request Process Overview dashboard enables ServiceNow process owners and service owners to analyze the behavior of universal requests within their organization. It provides key insights into request handling efficiency and transfer tracking, helping identify areas for process improvement. The dashboard focuses on closed universal requests and allows filtering reports by selectable time periods.

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    Accessible via Universal Request > Process Overview, the dashboard can be viewed in the Next Experience UI Framework. Users can drill down into individual indicators for detailed views and use an in-line editor to customize the dashboard and its widgets.

    Key Features

    • Indicators: Monthly metrics include SLA breaches, average response and resolution times, OLA breaches, transfer counts without resolution, and SLA breach percentages specific to primary tickets associated with universal requests.
    • Breakdowns: Data segmented by Universal Request service configurations and assignment groups.
    • Data Visualizations: Various bar charts and donuts visualize assignment group changes, resolution time by group and service, triage time by group, transfer dispositions, and sensitive request statistics, all based on closed requests.
    • SLA Trends Tab: Displays dynamic Performance Analytics reports showing monthly or daily SLA trends for universal requests, requiring activation of the Performance Analytics plugin and scheduled data collection jobs.
    • User Roles: Access is granted to users with Admin, Universal Request Admin, or Service Owner roles, with editing capabilities reserved for admins.
    • Date Filter: Enables selection of the reporting time frame for the Overview tab's data.

    Practical Use and Benefits

    ServiceNow customers can use this dashboard to:

    • Monitor SLA compliance and identify response or resolution delays in universal requests.
    • Track how requests move between assignment groups and assess triage and resolution times for process optimization.
    • Analyze transfer behaviors, especially tickets transferred without resolution, helping to reduce inefficiencies.
    • Understand the impact of sensitive requests and transfers containing sensitive information.
    • Leverage detailed analytics to make informed decisions for improving service delivery and operational performance.

    Overall, the dashboard provides a comprehensive and customizable view to help organizations manage and enhance their universal request processes effectively.

    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.