[Music] thank you okay we are at the top of the hour so we are going to go ahead and get started hopefully everybody can see my screen uh welcome uh good morning good afternoon good evening wherever you happen to be we always appreciate you joining us for uh an hour so we can bring you up to speed on some different things teach you some things all of that stuff so once again uh if you're new welcome if you've been here before welcome as well and uh we're gonna get right into our content today so as usual this is always for you we do these sessions for you to bring uh as many fresh ideas and better understanding practical guidance as we possibly can um we try to think of different sessions all the time and um you know bring those to you to help you out this is being recorded it'll be out on the community hopefully later on this afternoon or early tomorrow morning as well as on our YouTube channels um so don't feel like you have to take notes because you can watch it again but if you want to take notes you're always welcome to do that as well please use the Q a uh if you can use the Q a rather than the chat that would be great there are other panelists that are on the call that can answer questions and if they can answer those questions via the Q a then they'll do that for you if it is something that we can ask during the actual uh presentation demo then we can stop and ask that as well and if there's any questions that are unrelated to the content uh please feel free to ask those those as well we may not stop the presentation to answer those particular questions but if at the end of the presentation demo so if we have time then we can definitely go into those but again because the panelists that we have on that question may absolutely be answered via uh type so Safe Harbor I always want to put this out there I don't necessarily know that we have anything in this that falls underneath it but it's always a great idea for us to put it in there so uh again please make sure that you're aware of the Safe Harbor and um you know don't make any financial decisions based on what you've uh heard today my name is Thomas Davis and I am the host and presenter today and I see that we have Adam and Dan Tara may be showing up here shortly or she could be busy I don't know but these are the panelists that we'll have on today so again please feel free to ask questions these guys are highly intelligent and they know servicenow inside and out and they can definitely answer those questions so with that today we're actually going to talk about manual indicators and Brett best practices around those so uh I guess a really good question and maybe you can do it via raising your hand or whatnot the question is how many of you actually use manual indicators or have used manual indicators manual indicators are are generally there for when you have data that you need to report on that is not inside of the platform or if there's just something that you need to enter some raw scores for and you can do that via the score sheets so um looks like we have some we have some hands that are going up so that's good we have some people that have used uh manual indicators so hopefully you'll get something um out of this and if you haven't then hopefully this will um encourage you to use these for particular reasons not just to use them uh we like to think that manual indicators are really powerful for testing so anytime that you need to perhaps test some data man manual indicators is probably a good direction for you to go so with that what what is a manual uh indicator so like I said manual indicators are generally there for you whenever you have data that is um maybe not inside the platform but you also still need to report on that manual indicators is a really great source for you to pull that data in and then actually see that um information um oh I just saw Terrace facility in another call um but if you need to actually import some information some data inside of the platform and then actually report on that you can use manual indicators because maybe it's not in a particular table or inside of the platform or something like that so you need to use uh the the ability to have the score sheet where you can input numbers individually for that particular stuff so again we like to stress that you know the best solution for this is uh testing so you can use this to test out your data and and things of that nature so uh no so you must have a subscription to Performance analytics in order to create the manual indicators and the roles that are actually needed in order to create the manual Educators PA admin pay or power user or admin um if you're using domain separation the indicator is created in the domain that you're actually in so if you move with uh between multiple domains uh understand that the the domain that you created that indicator is where it actually sits so with that so let's actually create a manual indicator to show you that process uh or maybe if you haven't done it in a while maybe it'll help refresh you and uh just to show that you can actually do that so uh in the filter Navigator all you have to do is search for manual indicator and select that and it is very similar to creating um using a form to create anything else uh here you can see we don't have any currently so we're going to create a new one I'm going to give it a name I I personally want to put in maybe something manual to kind of let me know because it will actually it's in the PA indicators table so all of those will list together and of course I'm always big about um descriptions so I always put one of those in there and maybe the unit because it's just going to be a score I've selected pound and I want to publish that on the analytics of so that way I can actually see the data once I put the data in so here you know and that kind of repeats but let me go to it here back down to the end so you can see sort of the final result of that and pause it man that thing's fast so I just kind of want to show you so here here's the end result so we have incident count is manual so that that is letting me know that this is a manual indicator I've selected a number because it's going to be a whole number and uh my Precision I don't have any uh I don't expect any decimals with this so I just leave it as zero and then like I said I'm going to publish it on the analytics so because that is a very fast way without me actually even having to create an indicator or anything um or or anything else to actually I can see that directly on there and I may not necessarily need a widget because potentially it's test data Maybe it's not but I don't necessarily need a widget in order to see this I can see it directly on the analytics Club I mean analytics Hub it's definitely not a club so um the other thing to think about here is who's actually going to contribute this data so if there's multiple people or one person or something like that that is going to actually input the data for you then you would definitely want to put them here so they can have access to actually put in that data now that contributor also can be used for some other things that we'll talk about a little bit later where you can actually you know know who's putting it in and whether or not they put in the data maybe there's a time frame that they have to put in data things of that sort so having that contributor filled out could uh benefit you definitely because it gives somebody the access to do it but also there's some other things that you could do on top of that to actually use that um and again make sure that that contributor has the appropriate role in order to be able to add content to that so you can add breakdowns to manual indicators as well and here you can see that I don't have any breakdowns so why not add some so I'm going to go right down to the breakdowns Tab and I'm going to select edit and I'm just going to look for priority now there's multiple priorities here but I'm just going to select the first one in my list which I know is associated to incident and you can actually see that there down at the bottom I'm going to move that over and now um now when you actually look at the score sheet you'll see or the scores for the indicator you'll see that now we have uh breakdowns associated with that and I want to pause that there we go so now you can see this is a score sheet that looks very similar to an automated indicator that perhaps you've created in the past and now you can see that I can actually break down scores based on priority now you can add uh you know breakdown of category or subcategory or state anyone every I'm just using priority because it's a simple one to add so again you can use that information and break down those scores that you input based on that so with that we should probably just add some scores to the actual score sheet so here you can see that I've clicked into it and this is going to kind of speed up it here a little bit because you don't want to watch me add all those but I'm adding numbers to all of those different priorities and uh for every one of the days that I'm actually going to look at and then we'll have scores for that and then we can actually see those directly in the analytics Hub so you also notice that once you click off of those that are Auto saved so there's no saving for you to do so we're now going to look at the analytics Hub and see our data now notice here we have an issue right so one of the things with manual indicators that is not there with an automated indicator is the summing of all of those different scores based on breakdown and you will get this uh pop-up to let you know that um wait a minute something's not wrong and obviously because we're not seeing any data here on the analytics Hub so we put in the data so where is it at so one of the things that you have to do is you actually have to sum up that data so again remember that's something that you have to do with a manual indicator you don't have to do that with an automated indicator because the data collection itself will actually do uh all of that for you so let's go to the next slide and let's and let's see that maybe there we go so here you can see that I'm adding up all of those now again another process that do you want to do that on a regular basis so it it definitely is something to think about when you're using uh manual indicators it shouldn't be something that you use all the time think about testing you know how many indicators out there are you going to have that are manual that you're actually wanting to go in here and update all of this information but now that I've totaled up those scores and again I got out my handy dandy calculator and did that although those are very small numbers I did I was able to do that in my head but think about if it was very big numbers the fact that you would actually have to add all that uh information up is another step that you would actually have to do so now that we've done that now we can go back to the scores uh or actually showing the analytics of and you can see here now we actually have data and remember because we have breakdowns we can see that information by those particular break so again you won't see any of this information if you don't uh add up your scores but the fact that we did now like any other indicator that's out there we have uh added this information and we can see it out on the analytics Hub so before I go on to maybe some next steps are there any questions that come in from my panelists this here's a script question and the just the one about scripting which I think we'll either try to we'll either try to handle well uh in text or offline okay okay I I see the one uh comment in the chat from John that says we have actually written complicated scripts to update manual indicators uh yeah so you can definitely get into uh writing some scripts depending on what you're actually trying to update and who you're allowing to update and how often you're uh wanting to update that stuff uh but with that in mind the the question is is that can we improve the experience can we do something that potentially makes this somewhat more simplistic uh easier is there a way to potentially see add scores for any one of our manual indicators in one source as opposed to having to go to all the different score sheets for all those different manual indicators now I know I keep saying this but I want to make sure that I hammer it in hopefully you don't have hundreds of manual indicators and definitely not thousands of those because I guess the question is what are you using them for what's the purpose of those have you not been been able to figure out a way to automate that process you know what what's the idea behind having so many manual indicators and and that brings up some of the questions that you can see here could we create a table that actually updates the scores for all of the manual indicators could we do that can we save time by having one table to update rather than multiple score sheets uh can we create an automated indicator based off of that table that we create and then now you're adding information to a data collection job and it's all automated we actually can do that and that is a really great way of saving some time and housing all of that information on at one location and then being able to select between the multiple different manual um indicators that you have out there so with that we're going to create a table now uh one of the things that may be popping up in some of the heads well that cost you you're right it does there is a cost potentially and I think maybe Adam may have some thoughts around that but if we create a table and we reference the PA indicators table where not only the automated sit but also the manually sit we can now actually update scores for all of those on a daily you know today tomorrow the next day or whatnot and actually update that so here you can see I'm creating a table and I've made my table uh manual indicator automation because I want to automate this information I'm adding a couple fields to it name which I'm going to reference back to the PA indicators because that's going to give me ability to actually select that particular manual indicator that I've already created and add scores to that I'm going to add a score and I'm going to make that a decimal which is the same exact thing that it is in the PA or in the PA scores table it is a decimal so I want to do that same exact thing and then then I want to put in a date so when um when is the the scores that I'm putting what are they relevant to which date are they actually relevant to so just by adding those three particular ones I can update some manual indicators um not necessarily the actual manual indicator but when I actually use this in the indicator source and then an automated indicator later on I can actually see that information now you can also add in um a field for breakdowns and that element if you choose to do that so you can get a little bit more granular with the information that you're actually putting in but with us like I said creating this particular table we can actually input some scores uh for each one of those and let's see what that looks like so here's the question this is the amount of manual indicators that I have in my personal PDI okay the question that I have is how many do you have and what's the what's the justification for them however many that you have I I would say a great number and and obviously everybody is different every business is different but like this shouldn't be hundreds and thousands of manual indicators because if that's the case then there's something else probably going on and there's probably some sort of integration that we need to help somebody with to do that so all that I have for four and these are just examples these may not be the same examples that you have the question is why would you need to add in incidents or requests or all that information is there you're right but these again are just examples one of the things that uh Adam and I talked about prior to doing this was MPS man maybe you need to add in some MPS scores or whatnot into that but here you can see these are this is the indicator table that we're looking at and these are all of the ones that are in that in that indicator table that are actual uh manual so again hopefully you don't have hundreds or millions or whatnot that that you have out there um Adam I know that you typed something but is there something that you'd want to speak to before I continue um there was something earlier that we were that we were talking about with the indicators but let's I I want to reiterate about the manual indicators the manual indicators are were intended for testing and when we do have them we want to make sure that there's very few of them and or is this something we really should be using in integration for right as we talked about it and the well the model we like to see more of is what we're talking about here with the table and automated indicators when it's in production I want everything to be an automated indicator and automated and only use the manual to put data into mock data quick work around that's why it's there but to be careful so I'm I'm interested in what types of things we are using manual indicators for what data are we are we missing and how else can we can solve them um so I'd love to see in the chat what people are what types of data they're putting in um and maybe we will have some follow-ups about how else we can approach that how we make it easier for you to come through yeah great points um John did say that they have around 40 so so curious curious what their he said special situation so uh I'm sure they're all Justified really good situations but like you said I think I'm curious as well if people are using them what they're actually using them for so uh just some things to uh keep in mind whenever you're creating the manual indicators like Adam says uh ideally for for testing but sometimes the situations change and you may need those for others so with that so let's create some scores for um our uh new table so here I'm just going to select one of the uh manual indicators that I have I'm just going to put in a date of today and I'm just going to put in a number a random number and then click uh submit and then I'm going to do that a few times for uh the four I'm gonna add one for all four of the indicators uh manual indicators that I have if you notice because we made that a reference to the PA indicators table now when you select uh the name you can search for any of the ones that you have on there so now think about um if you're adding those on a daily basis and I and I don't know whether or not you are you're not when I'm looking at the two that I said we have 40 and we have 85. my question would be um one are you updating those score sheets um some sort of automated way and if you did that then kudos to you you made it very simplistic and you've done that or if somebody or someone is doing that daily or even monthly or weekly or quarterly or whatnot the fact that they're having to go into each one of those score sheets and do that now this this one table could house all of that same information and you could do all of them let's say that you needed to update all 40 or out all 85 of those at one time you could easily go in here and add one each one of those find the particular indicator that you're talking about add the score put on the date and go through all of those which is one location yeah you have to click for each one of those and add those but I I would I would think going and looking for each one of those indicators going into it so let's uh clicking on scores for this indicator adding that um that this this would actually make life a little bit simpler for you now understand where by this process we're not updating the actual manual indicator we're creating a table that has the manual indicator name and we're creating a score and you're going to use this as an indicator Source going forward right so now you can report on this information the same way that you would any other table uh by creating an indicator source and an automated indicator and then adding that to a data collection job and then creating a widget or actually viewing it directly into um the analytics Hub right so that is the big thing with this process that gives you the ability to make things more uh simplistic just simply by not having to click into all of those particular score sheets for each each one of those manual indicator so here I'm gonna just I'm gonna create an indicator Source right I'm going to create an indicator Source that's going to point to the new table that we have created and um in here because I have entered entered four scores when I create this I'm just going to give it a name and um you can name it whatever you choose to and then I'm actually going to use the table that we've just created as our fax table and when I click on preview I got to learn how to spell first when I click on preview you'll see I actually misspelled indicators right here uh you'll see that we now are seeing the four scores that we actually enter so now you're you're actually have an indicator source that you are using the same table that you're adding scores to and I'm just going to add date on today which would be the same for because I I entered all those on today and now you can create an automated indicator on that particular on that particular indicator sort so the question is why would you want all four of those different ones in automated indicator you wouldn't right so that's where having the additional conditions um I'm going to create an indicator and I'm going to name it and then I'm going to add an additional condition where now I'm actually looking at the name so maybe I only want to see the counts for incident manual counts right so I add in that additional condition it is a column inside of my table and now I actually have the ability to look at those particular ones right so this is you you've all seen this before you've created an automatic indicator you've create added an automated indicator to a data collection job and you've actually shown it on uh the analytics Hub or the uh inside of a widget on a dashboard the big thing that we want to want you to take away from this is the ability to take all of that score creation and put it inside of one particular table um and with that I want to pause do we have some questions um there's some comments instructions that have come in I think we'll wrap we'll talk more about at the end there's great ones in here I do I do want to discuss but they're not I think if you're going right now we should be good okay well the I'm gonna actually leave my presentation and I'm gonna go to um Google and we'll actually if I can where are you at that is always the struggle so as you're going as you're fighting now I'm gonna I'm gonna talk about one of the things that came up which is about scripting uh to load it in this into the table so the the model we're talking about today where we load it into a table and then use an automated indicator allows us to put logic in um so the logic we're using today is a human types it in which is fine right that's the equivalent of a manual indicator but we definitely we want to move past that to be able to say uh an integration is loading the data so we do I see some examples about call center data third party system um I may not want to use an external indicator that's got some limitations in the database and all that stuff but I can use integration Hub to pull or whether I'm pushing or pulling however we want to get it get the data in to create that same record which is this count this date with for this indicator I can have integration Hub load that data straight into that table and then run an automated indicator so I can replace the manual part with an integration pretty simply just a standard integration whether I'm pushing or pulling the data if I'm running a script to do a calculation um also we can we can do the same thing now a lot of those scripts I want to look at I want to look at a job to to calculate that we have PA scripts for some of the cases we have function formula field function Fields function fields in some cases to do it uh but I still want to go straight and I want to go to a temporary table a table and whether in this case we call the man uh the manual indicator table I don't want to write directly into the scores table for for one big reason there's no API to do that and we do we can we can we have and we will change that table to optimize it so if you've been a customer since before Istanbul which is several years ago we originally had one table the PA scores table and I believe it was starting in Istanbul we switched from the scores table to the scores L1 and L2 completely transparent to users it's all in the background but it performs better it uses uh a tenth of the space or something to that effect for for most customers so huge space reduction better performance and we've continued to optimize for the new data model but if you uh we sell a few customers that are using the old PA scores table if you were writing directly to the PA scores table that script will break when you migrate to to the l1l2 tables and if we make another change it might break again um to come through the stuff you have to update if you use this model where you're writing to it your own table and then using an automated indicator that's the use case we support because it looks just like uh your your manual data looks just like any other data in the instance whether we're County County incidents or summing your manual data so if you are writing directly to it the scores table I I you know you don't have to do something today but you do want to look at getting out of that or about directly writing and moving it to uh whether it's an import set table or or a custom table you create we'll get doing that because it's going to insulate you it's going to make your upgrades uh upgrades easier and faster right smoother and less headaches and less crisis if something comes up and again it allows us to more smoothly transition from manual to automated because PA doesn't care PA is just reading data from a table like it does for anything else and breaking that into two components allows us to have smoother upgrades smoother upgrades less less headaches all right Thomas I'll hand it back over to you yeah thank you Adam so um all I was gonna do at this point and I think this this really gives us an opportunity to to have quite a bit of q a time here which I think is uh people love that but really the next steps here are adding it to a data collection job and then running the data collection job and then now you're actually able to see that information on the analytics Hub or add it into a widget so again I think for the the party that we have here these are all uh PA people that that's probably something that obviously everyone has done but if you've created an automated indicator before you know the steps that are part of that you have to have an indicator Source you have to add an automated indicate use create an automated indicator use an indicator Source then add it to a data collection job and then um actually add it to a widget if you choose to or or view it in the analytics sub and and you can see here when I click on show analytics up a very similar message that we had before and that's because we haven't added our automated indicator to a data collection job um and I think for the the purposes of here so we can answer a lot of questions um I don't think that we necessarily need to go through uh that step but again as soon as you add it to a data collection job and run that collection job then it the data will be there for you the big thing to take away from uh what we've shown you today is the ability to have a One Source quote unquote to add scores uh to your uh for your manual indicators the other thing to think about as well is you could definitely create an app where you can make this uh even more user-friendly um and you know make it nice and Polished front end where people could add whoever you choose chose to you could add uh them and they could actually add the scores there and then you can you know make that uh represent that in the filter Navigator where things can be added to it as I was talking about a little bit before about the a contributor so when you have a contributor that's associated with a scoresheet let's say that you decided not to go this particular route but you had a score sheet and you could definitely generate some uh write some things create some things to generate some notifications because if you expect someone to add scores to whatever manual indicator that you had let's say on a daily or a weekly basis and that hasn't been done yet then you can definitely create some notifications in action or and or create some tasks to have somebody actually add those scores another thing that is is really important and Adam and I were talking about this is making sure that you you potentially put some ACLS on that so somebody can't change previous data right they can only add new data because if the data is there then that data was probably good what's the really the reason I guess there could be a reason why you would want to change something previously but um you can definitely write some ACLS on that so there's really a a lot of different things that you can do to make manual indicators much more intuitive and a lot easier to manage and maintain um the question is just how much how many manual indicators do you have is there a reason to justify adding another table which potentially could be some cost those are questions obviously that you have to ask within your organization but there's a lot of different things a lot there's a ways of automating this to make it a little bit more simpler than like I said going into each one of those mental indicators clicking on scores for this indicator and adding those scores to it um so with that I think let's let's give a lot of time to some some questions um and do we have something we want to answer or always like to pass it back to you Adam or even Dan Dan I know you have some experience in manual indicators as well so you're definitely feel free to add anything that you'd like to this I I just I want to pile on to what you said of a manual indicator so with a manual indicator contributor that's fine for you if you're on this call you can and you're the only one who has manual indicators it's okay because you can do whatever you need to do but as we want we want to extend and we want to have the right people put the data in so I don't have to just copy data that's where this a table really helps in in PA uh in the old scores table there there was a sis there was a created uh created by updated by in scores L1 L2 there's no uh there's no created by there's no updated by it's just the date the score which means there's no audit I don't know who put this record in I don't know if somebody changed it and if this data is important which It generally is I I don't want people making changes and I don't want make make people making changes that I don't know about by putting it in a separate table I have a source that will track um who who created it when was entered who odd if I'd last I can turn on auditing on that table um I know the dictionary and turn on auditing and it will actually show me every change that happens and again if this data is important to be able to look at then I want to be able to do that I can audit incidents like an audit who changed the state on task and this manual data you know most time is going to be fine but I want to be able to have that audit and this table is going to allow me to do that the ACL is about not changing historic data you can't do that in the score sheet right it's you have the power to change past future which absolutely makes sense in testing I just need to put this in there as a PA admin you can go with the score sheet to be clear the score sheet is there for automated indicators as well you could you as a PA admin can go in and change the value of an automated indicator which if you recollect we get overwritten but it'll allow you to do it and there's no there's no audit of that this table allows me to have auditability it allows me to put controls in place I can have people submit what the score should be I can have a workflow to approve when things get put in or have an approval required to change an old one but new ones they can just submit we were doing it in the form view I could do it in list edit and just type in the scores I can create a workspace to do whatever I need to do to be able to do it manually I can do that create a nice experience that's secure and auditable and and governed that gives me governance for that and and also leads me down the path to automation I want to automate everything so I might be typing that in manually today um somebody had a a use case in the chat where they're monitoring their support cases from from servicenow and we don't have an integration to our system okay that's true it is just manual data that's coming in um that's perfectly fine to do something to do something like this but if I'm pulling in cases from my um contact center my customer support center well there can be an integration with that so using this model lets me do manual today you know and in Q3 we're going to come back and do an integration with very few to to know changes just enhancements just adds to it so lots of reasons um why there are absolutely reasons why we need to have this concept of manual indicator but there's by you using this design pattern we get we we get all the governance and visibility into it that we want as well so we're not saying don't do that um but we're saying let's do it let's do it the way that we get everything we want and not make any compromises on it and truly understand the the potential consequences of of allowing anyone or even a limited number of people to do that and then yeah to manually update the scores tables yeah um and someone uh brought the set and actually we talked about before about about VA um if I'm using this table again I'm not going to let I'm not gonna have a VA do stuff to my scores table and there's no API for it but in this case in this table with the right ACLS and the right permissions maybe I even have VA I'll just let somebody put a message in teams going my support cases for January or set my sport cases for January to 12th right two none nobody has any sport cases everything's awesome I do understand that but you can do whatever you want to do just use the full power of of PA of servicenow to make this really simple easy use case without exposing that score sheet um the score sheet is very very powerful and needs to be you need to be very um concerned monitor um want to use the right word uh diligent about who has access to the score sheet even for a single indicator and this allows us to give us a lot more governance and visibility into it yeah and I think even something else on on the scoresheet is there is the capability to to take this table and you know do some some workflows that would actually update the score sheet but that that would require some scripting and things of that sort and we try to as much as we can stay away from that but there there are possibilities there as well if obviously if you have someone that that knows how to do that but you can you can definitely workflow that but um don't don't write to the score stable there's no API it's gonna break so um I I I'm don't write to this course table unless there is a spoke that servicenow is supporting to do it and you use it in flow designer um again things are stable but we have changed it we have changed we reserve the right to change it we have changed it and we probably will change it again uh on whenever we can make PA better we'll do that and you don't want to be querying uh inserting or reading data from the scores table directly you always want to use the PA scores card API to pull data out and um if we're writing directly to it um understand that it's going to break it sometime I don't know when we don't do it purposely but we do purposely make PA better and optimize it so we want to find a different Solution on how to push that logic uh more to the left earlier on so we talk about scripts in general we have PA scripts I don't like those either we want to materialize that on the table when we can that's not always possible we can write to whatever logic we want to have we can write it to a table and then query that table by doing it in two steps you're going to make it more modular more reusable you're going to make it uh you're going to make your life easier it's a couple more steps now but you're going to be more future proof upgrades are going to be smoother and easier you're not going to get caught off guard um what you don't want to do is upgrade and then you know a month later realized that your stuff's just not working um because it may or may not throw an error it just doesn't work the way you think it does um yeah but using the design pattern Thomas reviewed you're going to be pretty future proof that last point you just made there Adam I think that that's kind of what I wanted to answer Candy's question out of the Q a on the the she's trying to create a man it's so it's somewhat related to the manual indicators but a manual breakdown based on extracting the month from a date field so using basically using a scripted breakdown mapping but first a script to pull the uh to pull the month of the year out of a date field and then use that as a and use that as as my value for matching up against a uh a scripted great breakdown mapping I think that's a great use case for uh populating that field within your Source table I yes but I I also don't there are a few use cases for this but I always get concerned when we look at dates on dates because PA is intrinsically date Centric um so the the use case I've seen for having a date field on top of PA is where I'm forecasting for a future date and my I need to look at what my forecast was and compare the accuracy of the forecast it's really hurts my brain every time I think about that kind of stuff um so the question I have for candy and we can take you off mute if you want to come ask this um what date field are you doing is this is this just an issue where you want to be able to visualize the PA scores by month and see the trend by month or are you actually looking at the the trend of the month for a different month um again gets to be some really complex mental mental uh gymnastic which makes sense which makes sense in some use cases but I want to make sure that we're not just saying I want to be able to filter by month because the next experience stuff has a lot better enhanced kind of date picker stuff that that's helped to get through some of these use cases so it's it's the second scenario we're trying to capture the vulnerabilities that are open or closed on a given date and then look at them based on the month that they were published so the month is coming out of a different out of the date published field if that makes any sense oh okay so so I want to look at in July what month the the cases were created on yeah basically so so the way that I I you get that's that makes sense I get what's coming through the way I've handled that in the past is I don't do the month um because that looks weird I look at the age so I'll create an age bucket so how many months old was it because then I can shred that over time I actually don't care that in from my use case in July that it was closed in May what I care about is that that was two months old or X number of days yeah let's go two months it's two months old so that way I can compare the burn down rate of of age in my in the age of my backlog it's a very I mean I am looking at my age of my backlog in the burn down of the age to come through rather than May and then you have to look at as it was it May 23 uh or May 22 or may 24. um so that's where I I think we struggle with some of that as to what are you trying to do with that um I don't want to put you on the spot no I mean that's a good way to look at it I'm trying to meet the customers requirements so I I can see if they're willing to switch how they look at things and do it that way yeah um right because then it gets easier right then it's just a PA script PA scripts are loud you all have my permission that's going to be on YouTube and the rest of the world you have my permission to use a script as long as it has current start or current end uh start sorry start date or start it's got to be date based right if it's not date based then there's a better way to do it but PA scores exist because of date comparisons anything that's not a date comparison that doesn't have current uh score starter score and can be done a different Better Way um but again the duration and and Dan's on the call Dan has Dan taught me this it's say no right and and no it's not a great officer but we have to go what are you going to do with this right it's super hard to do and it doesn't do it like I have no idea what decision you're going to make and if we understand what are you trying to get we understand the the breakdown and it's gonna help everybody's on the call if you have a question like I'm trying to get a month you get specific like that and you ask me I'm gonna solve it I'm going to tell you how to do it but the better question is what are we trying to do and what we want to understand we want to understand our breakdown age how old is how uh our backlog age okay well that's great because you're talking about vulnerabilities and vulnerabilities is is is fine but incidents problems changes cases HR cases CSM case cases vulnerabilities we all have a backlog problem so when you can generalize your problem of I want to know the age of my backlog and my burn down of my backlog when you can phrase the question like that which is when you can get your your your end user to to see the question like that I now have thousands or or hundreds of thousands of more people to ask how do I do this I also have the ability to go rip it off from itsm I'm not above that right good artist copy great artist steel as you're looking for um yeah I mean itsm has got to have some CSM is always super insightful super insightful into backlog right because it's directly csat my vulnerability doesn't get upset with me directly because because the vulnerability's been open for three weeks but if I have a customer case open for three weeks they're very upset with me so um if you're looking at analytics that are kind of beyond what out of the box does for you for that app go look at a different app and then just go look how it's set up you you all have access to personal developer instances pdis I hope you all have a PDI set up you go to developer.servicenow.com you get you get your own little instance and you can install whatever you want you can you can reset it and zboot it anytime you want but you can go look at other stuff and just go see how the indicators are set up um so for yours uh you know feel free to follow up on in the community post and tag tag top seat he'll answer them uh but we can we can help you explain it but the monthly breakdown um again it's just challenging because they go what do we want to do and everything I want to see in PA I want to be able to compare PA's power is comparison comparing to other groups so with breakdowns indicators without breakdowns is a little weird to me it's not I mean again there's value for everything and if my CEO wants to see it I'm gonna do it but what are the breakdowns so I can compare others and then PA is I'm going to compare over time I'm always going to compare over time and so it has to be the same thing over time right um and so we're going to normalize targets based off of the vulnerability per not the number of vulnerabilities but the number of vulnerabilities per CI because that scales whether I stand up a new data center my my kpis and my targets are still there it's like SLA attainment it's not the number of incidents that breached it's the number of s it's the percentage that I didn't meet the SLA um that uh you know that's what we want to focus in on so again what's the comparison push back why and then it does allow us to get down further along to go well if that's what you want to have we're going to talk about it today but if you don't know what I'm saying go check out the academy on it on kpi signals if I have kind of manual breakdowns manual things and strings particularly a string breakdown um or like something like breaking down on a CI there's no Trend I'm never going to get any information from it but if I have my backlog age and I and I configure kpi signals on that I'm now going to have a computer looking to see is my backlog age changing in a way that's not good right or out of the norm whether I'm setting thresholds and targets which which you can do or I'm letting kpi signals tell me hey this is your backlog is is getting older way more than it should be way more than it has let's Leverage The Power of PA to do that but you got to have a consistent comparable numbers okay inconsistent comparable kpis so lots of great stuff in there um there was another question but we can we can talk about unless anything else has come in um are you talking about the script question the script one yeah yeah so the script question that came in and I can't quite tell from this but I will say if we're if we're using metrics I I believe we're using metrics in this example with um for am I starting um so by default by default metrics are wall clock this is one of the big issues and I know we have an academy um on comparing metrics and slas metrics are generally wall clock and you can convert it to a schedule it gets a bit weird to do calendar time but generally if I want to have calendar time or a business business hours I'm going to use an SLA to do what I'm looking for anyway um and it depends on the metric whether an SLA is possible or not possible and all that stuff um your script gets just way more complicated if you want to instantiate a calendar so there I believe it is Glide calendar Glide schedule it's either Glide calendar flight schedule I apologize I don't I don't recall um that you can call in your script and give it two dates and give it a calendar in the time zone and it will calculate the business hours according to that schedule to get the diff um it's possible to do it's a little complicated I mean your script gets a little bit bigger most of what we do with metrics is just straight uh wall clock and there is no there is no difference um and that works for a lot of things and it's very consistent but if you do need to have business hours instead of wall clock take a look and see if you can use SLA somehow instead of um instead of metrics and if not if you want to post any question in the community or look in the community if there's an answer if not we can take a we can take a look at it um uh and and go from there on how to answer it just doing straight math with nine hours a day I don't think that gives it to you because it depends which hour but in particular we're talking about a cup if you're talking about six months it's not going to matter but there is a big difference between uh between which days um you know if something came in at four o'clock on a Friday and I close it at 10 A.M on Monday you know I really only want that to be three or four hours of business time but wall clock it's much different but if it came in at Monday at four o'clock and was closed what Thursday at 10 A.M a lot more time so you have to have something that is uh doing it's very computationally intensive if you're doing it for every record SLA engine handles that really really well and very efficiently um uh if you do it as a Glide schedule for every row it's it's your job's gonna run longer but it's okay too just depends what you're doing um so again take a look at the community if there's an answer that's that's looking for um I will take a look if it's Glide calendar or Glide schedule and calculating business time and schedules it uses the same schedules that the SLA engine uses so you define it there and then you can reuse it hopefully that answered your question enough to say go ask in the community so we get some real code examples for you uh yeah if not let us know we can bring you off of you that if you need to ask something else on on that particular topic so here's a good here's a good one is there a way to get historical data from the newly defined metrics I've heard this question quite a few times did I thought I heard a Snicker yes and we're out of time I'd like to wrap up yeah the short answer is no but there's a longer answer that yeah the short answer is no but yes the default definitely does not do that um the the metrics are go forward but the the key thing is audit if you have the audit on you actually do have the data we don't um we don't run PA on sys audit reporting is blocked on sasada by default um because it's a humongous table that's not indexed it's not meant to be queries and unindexed um in a way that makes sense but conceptually the way that you would do it is you would Define your metric you go forward and then you can write a script that looks at the audit table audit table and then just calculates every change and if it's the right change it writes the metric record um basically replay is what you do in real life um and it would calculate once you find the change then you you close out the old one right the new one the same thing the metrics do um and you run a one-time job similar to a historical collection you're wearing a one-time job to take the audit and write those metrics for you so it is doable a little complicated um you know if you don't need it then don't do it and again something you can ask in the community somebody might have that script or what they've used before but is if the audit was on it's the data's there it's it's doable we do need it foreign we'll take a note of that to see if we can get an example out of that without my support team yelling at me I need to look in the community there may be something there I can I'll definitely attach it to this community event so Lena yeah that we do need it right yeah it's a yeah yeah okay so we have about seven minutes left um so if you have something that you haven't put in the Q a and you're thinking about it if we can get it in the next seven minutes or I could definitely finish things out and give some time back um one interesting side note is um and and I don't know how many people here have been to them but our next session is uh what we call Our Round Table q a and that call will have um probably around six seven eight uh gurus on it and it really is just a first come first serve ask your questions get great answers if there is a demo that someone um wants to show based on a question we allow them to uh those uh panelists to share their screen and do things like that it really is a really good session um and if you have questions that you're thinking about or questions between now and two weeks from now I would definitely encourage you to come and even if you don't have questions I think it's still a great session to listen in on because there's some pretty amazing questions that are asked and answered uh with just because of the amount of uh panelists that we have on the call that makes it a really good opportunity to to answer some really great questions um but if you can't make it though that same session will be out in the community and one of the things that I like to do is actually capture each question and put a time stamp of where you'll actually get that answer inside of the recording so um please make sure that you come from that and it doesn't like we have any other questions so I'll just get through this yeah we do have a couple in the chat so of course I need to check what you need to chastise you know for using the chat to ask questions but uh I'm I'm kidding but we def we do prefer the Q a but if we can find something in the chat we'll try to do it there was a question regarding sharing um there any particular benefits to using dashboard groups over regular filler groups when sharing dashboards um and I would say for when it comes to sharing um I would say probably no because of one reason is that you know the dashboard groups are really just part of the classic UI or responsive canvas and that will be phased out over time so the the you know the the new dashboards in next experience uh our group could be grouped in different ways but go ahead well there's a question here that says I'm I read it differently um so there's there's dashboard groups in the structure and the organization of dashboards that's what Dan was talking about about right or a dashboard can be in one group or not which does have some intrinsic sharing possibilities um but then there's are you talking about sharing to a group um where I create special groups yes but just are used for sharing data um if we're talking about you want to Michael if you want to put the clarification in the in the chat if you're talking about using dashboard groups to to collect your dashboards together um yeah I think that concept gets phased out into the next experience there's a little bit better way of doing it um not at the dashboard level but actually more with roles and then if you're talking about who do I share with that's uh I would go that's just a governance issue for you I don't want to create a duplicate group so if I can share to my my service desk then share to my service desk and it has roles great so I don't want to maintain two things but some customers have huge groups that have kind of all the rights and all the subscriptions all the stuff Associated to it and then it makes sense to have subgroup to have groups that are kind of that don't have roles that are just for grouping just for sharing reports there's nothing wrong with that but I just I don't want to duplicate things just to duplicate them yeah that that makes sense I would agree with that uh and was there some Stephen Stephen had a question on on metrics thing uh if we discover a metric has been miscalculating for years and years I could just hear the pain in that description um since there's no great way to update it historically is the recommended practice to just Purge it and go forward yeah go forward if possible if it's wrong I probably would just Purge it urgent yeah I mean I bad data is worse than no data at least no data you know I don't have an answer I I feel I don't like giving wrong answers um it depends how off it is right is it still directionally correct or is it even directionally wrong um so I I I do get from that though we should uh we should look at creating historical metrics and I I forgot to put my caveat about the metrics duration metrics you can recalculate uh scripted metric you said you can do anything in a script I don't know it depends it's a good that's a good clarification and then one last go ahead go ahead oh no no the question go ahead of the Q a I was actually typing it out um I was just gonna I was just gonna say that um we we did do an academy session that showed that particular dashboard so if you if you haven't seen that that would probably be your really great First Source is to go to that and actually look at that and understand um because the developers that actually created that are the ones that put on that uh session for us so unless I'm misreading that question and Adam Dan you have another take on it I think that session probably a good place to start yeah I definitely would start there and there's a whole series of dashboards uh for your c-suite um and and those I believe are all being used by servicenow c-suite um they look amazing um they're great examples of what's possible to do pretty usable to come in the one caveat will be is that they're in our Innovation lab and they're not fully supported by service now we do support um the indicators underneath them the data that's being shown and we support how they're being built so if it doesn't work we probably can help you but in the Innovation lab the full packaging of it they are uh they're a pretty working prototypes examples um that you can then configure it and take from there but watch The Academy session on that and and definitely take a look at them um they are there's some amazing work being done that that comes out of those okay great and we are actually at the top of the hour I I believe all of the slides um everyone maybe let me quickly do it again this information will be out on the community make sure that you're checking out our community page uh the recordings are there we uh have listed out some of the future ones also but you can get all the previous ones which is where you actually go to see the CEO dashboard uh make sure to check out the pro tips if you haven't looked at those five minute videos they give you some really great guidance on your journey uh make sure that you're looking at now learning uh just search for analytics there's some great content there as well the advanced course is now on demand our sister academies that we have out there and again like I said in two weeks we'll have our q a session so when you see this event it's already out there in the community if you have some questions go ahead and put them there and we'll take note of those and ask those questions when we get there as well but again it is a first come first serve and ask away so with that thank you thank you to Dan and Adam um I really appreciate the two of you being here and um chiming in when you could on really great information and with that we thank you all for coming and we'll see you in two weeks