[Music] thank you thank you for joining us on Wednesday July 26th for our platform analytics Academy session today's session is focused primarily on Q a we are here to answer any and all questions that you have we do ask that you put them in the Q a panel as it's a little bit easier to get through such a large group of folks when we have ongoing questions and stuff but um we are here to answer any and all questions that you may have I am going to remind you that these sessions are for you we are recording them they will be posted on our community Channel after shortly after um these sessions are completed and like again please use the Q a if we need to maybe further ask any additional questions or get clarity on some of the questions that come in we will ask you to come off mute I know most of you aren't shy so we're excited about always always excited to actually talk to you a reminder again there may be things that pop up during this conversation that are forward-looking statements we ask that you don't make any Investments make any business decisions based off of anything that we share with you today that may answer a question that you have about an upcoming release or anything along those lines and we do have a great panel of folks with you today we do have myself I'm Tara Fisher I've been working in the platform outbound team for a few years now most of you already know me because I used to host the pack sessions I'm really excited to be here talking with you again we also have Dan Kane joining us Adam Stout our fearless leader and Thomas Davis who's usually the person who's talking to you but we decided to give him a break because he talks all the time and and he deserves a day off every once in a while he is here though to answer any questions so that's fabulous and we also have joining us our wonderful team from Amsterdam most of our our reporting and analytics folks developers product managers they'll work out of our Amsterdam office so it's always a special treat when we get them it's pretty late in their day and they should be having a drink and some dinner right about now so we're grateful to have them join us this is uh Olga Robert Yan and isak and Marta we're always happy to have them don't see any questions coming in yet so I do know that um we have I'll let RJ kick this off by talking about this research panel that we want to start engaging folks in so RJ do you want to go ahead and come off mute and share with our customers kind of what we're looking for and what we hope to achieve by making this call out for assistance absolutely um oh can you hear me Tara absolutely um so yeah so in the intro slide you might have seen this slide already popped by uh here it is again if there's one thing and I I for those that I might have talked to actually in a uh maybe in a one-to-one um conversation or maybe as part of a design partner program or as part of the product advisory Council you'll hear me say that we are always looking into where we can learn more and we need to learn or we are continuously learning from your um your pain points your challenges your questions the the way how you want to use analytics in our product but it's just not working so therefore we always say please add any give us any feedback that you have tell us those challenges because that feedback really matters and it is um truly shaping the the product as it says here it helps shape future um specifically we are also working together with our design experience team there are many initiatives on where we want to connect whether that is maybe something like a user research or it is maybe doing something like um just having conversations in terms of a design partner program where we literally look at how we're actually building a certain solution and would love to get your early feedback and your your your validation of these things so um long story short this is a call out for more customers to be part of that initiative and again whether it's we call it the design partner program where we just have a a few conversations um I'd like to ask you to sign up if you'd like to um the form will give you a lot of options to tell what type of user you are what type of profile user you are what things you might be interested in which gives us a lot of context on specifically targeting you for certain things that we're currently working on or what we're thinking about in the near future so um well yeah with that being said I hope that a lot of people will join and and hopefully we'll talk then in the near future yeah a lot of you get emails from me um that say call for volunteers and I'm usually looking for a couple folks to join us and these conversations with some of our designers so this is just kind of a way to get around that annoying email you get from me where I'm begging you guys uh this is a new and interesting way to go about it which I love and I think RJ we will put this in the community as well yep we will put a post out there as well great so we do have a question that came in um is there any way to share reports similar to responsive dashboards where you can control if those the reports are shared with can only view the report or if they can edit the report well I can answer that so for the in the in the classic reporting we don't have this um precise control sharing so it's it's based on your role of like report roles you will generally be able or not able to share reports uh that I shared with you however in the next experience uh in the in the safety visualizations we will provide already providing the same level of control so when in the common religions you will move to the next experience there you will have full control there you can decide the specific users will be able to edit the rest on review or like you have a really exactly the same experience and control level as a responsive dashboard set and I'm going to add it add on to that as it comes through there's we have we have challenges as every company does that changing behavior is really hard because some people like it work one way some don't like it to work another way and and what do we change so fixing something like this in the classic reporting responsive dashboards is is really challenging on how do we get that and make something that changing sharing just has security ramifications a lot of that stuff it's really complicated but as we implemented the next experience analytics and and the new way of working for everything this is one of the many things that got addressed to do it right from the beginning on how how not how we thought you were going to do it 10 years ago but how you actually do it now based on your feedback based on questions like this but we get um talking to customers so as we're moving to next experience analytics which you could be using now and we'll be moving we'll all be moving to it in the future this along with many many other things have been addressed and simplified to match how you actually work today how you want to work today awesome and Adam since you're chatting I'm going to let you take this next question on missed SLA um this is right up your alley is there a good solution for a met missed indicator that is met when all slas Olas on the ticket are met and missed when anyone SLA Muriel we might need you to come off of mute and ask this question a lot because I think I'm fumbling it while I'm reading it um can we take her off of mute Thomas so and as I'm looking at this is this looking I just allowed her to talk she should be able to talk okay okay yes hello okay yeah yeah so the question is do we have the ability to um add something a field and populate it on incidents and SC tasks where if any one of the slas or Olas that were triggered on that ticket was missed then that indicator of flag basically would be missed or false whatever yes the same answer is yes how you do it's a little bit more challenging on what on what you want because where I read this initially is if I have I I have an acknowledgment SLA I have an assignment SLA and I have a resolution SLA right multiple slas that come through and if I do understand if any breaches then I want to flag on the incident there was an SLA breach I get that but they everything is either met or everything is either in progress met or breached right so do you expect to have if I have three slas one breaches two were met what do you want that to say if one preached I would want the flag to show there was a breach breach one so any breach is a brief so what we want to do is aggregate it in any breach is a breach okay we ignore first um I would add a flag to to incident and SC task or whatever you want to have I would add a field to go it has breached effectively there actually might be one because we used to in the olden days I we before the SLA engine there it might have just been on the on the incident itself um and then yeah it was like it was just the one yeah it's just the one right the Scrabble Fields like that that don't make any sense in the more sophisticated world we live in but in 20 years ago it was it was good um anyway so I would have uh is breached has breached flag um yeah that maybe that's true or false or it's uh not yet but everything and on the I'd be looking for an event there's ezoc might now um is there there's got to be an event or it's even an SLA there's bigger than flow trigger um for slas for SLA events but I know there is a way to pick up when SLA breaches and basically any breach I would add a new flow to that that would go update the record that breached to set that flag to True um your lever unset it um and it's going to make your reporting a lot easier right that simplified understanding of hey if anything breached the incident breached then I want to check that SLA attainment I I understand that the roll up logic makes sense there and I would just do it by materializing it with a flow sitting on the looking for that event um that there's a field named has breached in the incident SLA table yeah but that's per SLA so that would tell you that acknowledge breached or um yeah or resolved breach which is which is good that's what you actually want to know to come down to it but I can certainly understand um at a higher level process owner to go just are they breaching or not is anything breaching and then you would drill in to go which ones are reaching right your assignments aren't in there but from a customer perspective I don't care I need all three to be met yeah I I've seen customers use that have breached field for that with that logic that you're talking about to where it would just have any of the slas breach it just turns it just turns that flag on on the incident record but that's uh that's a it and it's you know it's a pretty basic way to do it but it can be done but that but remember that is because that is a legacy field that's just for the old SLA engine so you can you can repurpose it right you're talking about the made SLA field I think on the incident on the incident itself yeah right right right um yeah so so basically I need to uh look for or identify the events that fires off when an SLA or Ola breaches and then use that to trigger the flow um yeah which probably well certainly is not a flow it might be with my people workflow or a business rule um or a script action but I would create a flow uh to do that I'm gonna not answer the next next question and I'm going to look and see if I can uh find out what we're dropping when we do that but it should be pretty straightforward and I think it's a let's go it's a great example where I appreciate the question you didn't say can we do this reporting can we do it in PA because it's not something we want to do report time it's something we're going to do with a flow and looking at the events that come in and fix the data because then I can still put an indicator on that I can still do it I can use it in reports I can flag an alert when I come look at it I can send off another notification that comes through right and so we can take advantage of everything that servicenow has to offer by doing it on the day on the incident record on the surface catalog item and not trying to just report on it and and be reactive um and no no not only reactive it's I guess it's always going to be reactive but be delayed right we're not going to notice that it happened until weeks or months later by putting it in the field we can then have flows do more affirmative things right and take action when they need to be there uh it's one thing if you if you uh miss your SLA by five minutes it's another if you miss it by five weeks yeah all right thank you also the question is relating to sharing reports on the next experience is there a way that we can restrict users from sharing with security groups so generally whenever you share um if users you can restrict users from seeing Security Group then they will not be able to share so whenever user have access to view any this user group they will be able to share it with them so there's no way currently to restrict um I'm curious actually why would you want to restrict because maybe um can we take Maggie off of me let me see if I can do that really quick I mean I'll add when we talk about groups so the groups we're talking about setting the type which is a list on on the group field and there are different types they're very user configurable and I think because they're so user configurable there's very few places in in the ins in your instance that will filter them it does happen I think like resource groups will be that way but generally we we share groups a lot um and while you may not do that um I don't think there's a general consensus of reporting groups should not be security groups should not be resource groups should not be um uh entitlement groups they're more like tags that they're this but they can also be more things um yeah in a lot of cases you actually want to use the use the same group for security for entitlement for for resource management for whatever it comes through uh did we get Maggie uh Maggie is off so Maggie I don't know if you want to elaborate that um on that for a bit more no can you hear me okay uh yeah we have um because we don't want to any user to share with all the ITIL groups we also have a security group that has more stuff the ITIL users and now uh the viz Creator group has the ability to share with all those security that has ITIL groups I kill users and we really don't want that it's kind of like opening up and having everyone share their personal reports with everyone so that's our issue so generally it's also some practice right it's a bit different the next experience compared to the classic uh in the classic people would just share with everybody just in case because to make sure that when they share dashboard they don't have any issues with that right so it's kind of a habit of people like share with all or whatever the share with all the groups uh and it's also education like in an experience like you don't have to share at all like uh the the visualization unless you really want people to work on those visualization because once you edit it to your dashboard you can share dashboard with whoever you want right and you don't like we you don't you're not gonna have this problem that like you cannot see report because it was not shared or like visualization so it's kind of some education but I guess if you don't want people to share with groups the reports or visualizations you also don't want them to share dashboards with groups as well is it no it's not an issue with that but just security groups they have way too many users and people just don't want to add like the assignment groups and add individually and they just say okay I'm gonna share it with all itals my report is so precious or visualization is so good everyone can benefit but they don't know that yeah no and this the same the same thing comes into play if I have a all employees group right or I have a North American employees group correct right where you're just the concern here is that we're just over sharing right and I think this is and this is a great topic because we have a lot of our product managers here about I've heard this before as well about how do we give the sis how do we restrict who can be shared to I know we've done it um it's a little it's been clunky when we've done it there are ways of of controlling at least there weren't in classic um I don't recommend them we just had them in certain cases but I think it's a great use case that um to me it's analogous uh to being able to put a macro into your email client that says don't allow reply all right don't allow reply all but there's over a thousand and I I could certainly see something like first normal users don't allow sharing to groups with more than 100 people or something or something like that or if we can hide like you said that if you can we can hide those security groups specific group types well so yeah and you say you say security but I'll go yeah yeah something where you want to be able to tag it to say don't allow don't allow this one because it's all employees it's all managers or something like that I don't have a great way of doing that today um without the way that I would look at it is there's some UI macros to modify which is a bad idea and then there's a before it's Theory might be possible with some before query if you can tell the context of where it's being called you could do a before query business rule that would filter them out but I haven't I haven't tested that I've barely thought about how you would do it but it might be possible but um and then I think the the ultimate way we've done it is that that data for for responsive dashboards is stored in a table you can actually put a business rule on that it's pretty clunky and the experience is not good but you could actually put a business rule on it that would prevent it from happening but how the customer would know how the user would know it wasn't happening I I don't know what that error would look like but you could block you the the foolproof way of doing it as a business rule on report users groups users report users and groups groups of users which is the sharing table which would just simply not allow you to add that in there unless you had like dashboard admin or something to that effect okay yeah yeah that's that's what we want we we are dashboard admin but uh individual users they should not be able to share with yes so um so you could do that you could do that but but you'd want to test what it looks like because it what might happen is that the user who shares it with that group it just doesn't work I don't know that it'd be caught gracefully um but that's yeah I have an idea submitted so maybe it's a good one I I think there's I think there's certainly a uh a use case for that for all employees um I will say all of us at servicenow occasionally get those where somebody shared a dashboard and some random dashboard with everybody at the company um yep and it's just especially the emails uh yeah if we go look who's new at the company all right I think we have another question that Marta was going to answer live uh Marta would you take Susan's question is there a plan to eventually deprecate reports dashboards and switch to the next experience UI workspaces if so when should we plan to finish migrating reports and dashboards to the new experiences what an excellent question Susan like I saw it it's like of course we are gonna answer um this is like the thing we talk about all the time so I'm so glad yeah um so yeah we definitely want you to move to the next experience analytics uh to the new capabilities that we are building that we have built in the last few releases um we you're gonna be able to start the Journey of moving uh to the next experience analytics uh from Washington um but we are gonna give you like some time so it's gonna be into a deprecation process uh for the responsive dashboards the reports pay widgets and so on um so you're gonna have time for you to actually uh get comfortable with the new capabilities uh that we have done actually a lot everything is already been released from Tokyo onwards so you can already play with it um and and from Washington we are gonna give you the option to move to the experience to migrate your content um and to start using and leveraging all the new capabilities that we have delivered so let's talk about this for just a second because um I know RJ myself Marta Adam Dan we were all talking about this just yesterday and one of the things that we haven't done a great job of explaining and Susan this is because you answered this ask this question um we do have a lot of really cool new features in the next experience that um as we are migrating over uh as a company right to this new next experience UI we did a bunch of stuff for reporting and analytics within that space versus doing it in the um I guess what we would call Classic um what are classic reporting and and analytics workspace was where we made all these great new enhancements things that you guys have been asking for for a really long time um we've made all those enhancements and so what we would almost recommend now is if you haven't had an opportunity to play with it play with it um turn it on create anything net new anything that you new requests that you have start getting yourself familiar with it take I think there's a couple small training it's not intense this team has done an amazing job at making it pretty easy to follow so if you are comfortable with performance analytics you're going to find this next experience even easier to use so play with it start building new stuff um start poking around with it send us your feedback obviously especially as we're getting into that part where we're going to ask you to migrate and move your content over we will get to a point where that's like Marta said is not going to be an option so now is the time play with it see all the cool new things get excited about it let us know what you think and um that's that slide that I had up with the QR code this is for that exactly so that we can get your feedback so we we can um and and make things the way they should be for you so we're really excited about it we have you know kind of showed you Olga's done demos marked as Dan's done demos Marta everybody's done demos of what's in the new experience and kind of how to use it but we really haven't done a great job of telling you that it's super cool and there's like all this really cool new functionality there that you didn't have before that you've always wanted so please play with that and Tara if I can quickly just add to that yeah I wanted to talk I was on the edge of my seat this is uh and anything that that Martin you just mentioned is correct and and yes we are continuously looking into getting more feedback and validation whether the route that we're taking is the right one for you to learn what's over there to get familiar what's over there but also get a good feeling as as you will be moving your your own content over there um one one of the things that I was thinking of as a start because because indeed like like you mentioned there are there are so many things over the last I guess a year or so that we showed individually that all make part of this this larger thing that this thing that we call the for example the platform analytics experience where everything comes together and suddenly you will be using all these new things in um in in its all in its in all all together and so one of the things that I was thinking about was let's maybe also do a platform Academy session and might that be eat it like in in two weeks already but but soonish where we again sort of paint that picture as in hey this is the whole thing together and once you start opting into that next experience this is the way how we think uh you will be working and this is how you can utilize all those things that we brought and I can name a few but I I would probably not do justice to all the things because there are like to the smallest detail things um change indeed what we learned from ideation from from conversations like this um that we immediately fixed maybe on a chart level on on indicator level on data in in General on dashboard level um and then in that session we can sort of break it all down we start with the topic and hey this is the whole thing and then break it down into these are all the things that are coming as well so I guess I guess to to just follow up on that uh we'll we'll plan a session I'll work with with Thomas on that to have something soonish and to just basically recap um all those things that we talked about individually um over the last year or so and paint the picture how we're moving forward awesome thank you RJ I think that's a great idea um Dan I'm going to ask you to take Dan just question you offered to take that one live so do you mind doing that not at all well I think it gets reassigned to the SLA restarts is this how it's supposed to work so and then it seems that you can get around slas by just by just continuously reassigning that is actually a setting within the SLA definition itself you can specify within the SLA whether or not you want the clock or the timer to restart when there is a reassignment or you so you and you can set you know the uh conditions for when that should or should not happen so if so what I would do is definitely want to take a look at the definition of the slas you've got that are being that are being abused because I can definitely see how that could easily be abused you know it's like oh no the clock reset we're good you know so but there's a setting on the SLA definition itself well we have another question um that came in Adam that you were going to take I think it was about the content blocks yeah so we're uh we're just talking about custom content blocks and jelly and how to do some advanced work with those let's see what the well I'm gonna talk about those uh talk about jelly and and how to do some of those things um if you're looking to write custom Uh custom visualizations custom interactive filters specifically your your responsive dashboards will need to do those in jelly um if you're looking at those we have a Blog on it there's a lab on it I hope that exists out there uh we did a lab I think in 2019 or 2020 it hasn't changed but I I will say this as we're looking at responsive dashboards there's a lot of work to do to do with jelly and basically what happened uh interactive filters definitely visualizations to a little bit less but the the similar um when you're sticking at in the box when you're just or you're just saying out of the box components for responsive dashboards it's really easy everybody can do it just it's whatever they can do once you want to go custom you're you're now writing custom jelly and it doesn't quite work the way that's out of the box and I will say when you're writing custom code for Content blocks it will not behave exactly like it does out of the box it might look really close but it doesn't behave exactly there's some things we do in the back end that you don't have access to do that's specifically for interactive filters and if you look at custom interactive filters the documentation will say all the restrictions some of those you actually can get around it's just really complicated so we say you can't but you can if you figure it out but there is a limit on what can and cannot happen um visualizations you can get pretty close as well you can use your own visualization Library you can you can use high charts that's on there but I want to caution you right now today in July of of 2023 which I think is the right year um be careful where you're investing in this because it's true I mean you could do this stuff now but for next experience components those aren't going to come over and one of the things that one of the concepts that we put into next experience is the ability for you to customize and write everything we do you could also do with a custom component so we're shipping components the developer site has an amazing amount of documentation on how the components are there you can write your own components and build them just as good as we write them and that's the difference when you're in the the content blocks the dynamic content blocks and widgets um there's a bunch of limitations that just are there any custom components they're not you can write something that we do as well so if I'm building something today I'd really want to question do I want to invest this time and money to for the next six months or next year um until I get to next experience or do I just want to invest in next experience can I delay my my need for this right now to to just build that next experience with next experience components the custom components or all the components are uh it's pretty well documented on how it works how you build it it's react like it does not react but it's very similar to that if you've built a react component um building a next experience component is not going to be too foreign of a language for you and it's just going to be very robust and you're able to do everything and then just use it in uib so that's my plug to say I probably wouldn't do it today I'd probably just look and spend some time figuring out how to do it right with next experience it's going to be easier and better to do for jelly um if we were going to do a session on jelly I would definitely do it in the latter part of October because jelly gives everybody nightmares it's one of the reasons we're not we don't really use it anymore it's it's rough there's not a lot of great documentation out there um the community is you definitely want to find the lab and if we can't find the lab I'll we'll get it out there that walks you through has a has an example I had done uh well I wrote the lab for it and I wrote an app to help build some of these things and I've written the templates and the macros be careful that you don't want to actually use Dynamic content blocks they're good for quick things but you really want to write um uh UI pages I believe with macros that gives you a little bit more processing in the uh jellies run in two stages and it's it's running two stages and you want to be able to have access to both of those for different things um it's rough it was a great idea 20 25 years ago but we've just learned a lot and Technologies improved so the re the next experience components do it the way they should um jelly somebody can correct me but I believe jelly was a language it's not art it's not servicenows it's from Apache um so there is some there are some generic jelly resources that are out there um there are servicenow extensions to jelly um specifically do like something like uh Glide record query um those are documented as well there's a couple good sites that are out there um I thought they'd be referenced in the blog if not I should go update that but it's there ask if you haven't getting stuck on something specific go ahead and ask a question in the community there are enough Old-Timers out there that we can answer the questions on how do I do something specifically what my challenge is the more specific you are the better but again the real point of my answer is I'm just going to discourage you from going down that path because I don't want you to spend several months doing something that's going to be outdated next year it could it's even outdated today but definitely it's going to be outdated next year awesome thank you Adam okay I am going to try attempt to take um Jose off mute again he came in with a different monikered that work no actually kavya came with Jose's name oh sorry about that it's a long story and I don't want to um okay so you have questions yes I do okay I have a list of questions actually yeah okay okay so uh first thing I'm gonna ask is about the threshold notifications I think it triggers only after the job has run right that's when the threshold triggers that's what is our understanding based on our testing but uh we have a need where we need to trigger a notification every hour or based on the update of the data every hour so when we look into the indicator Source configurations so I think um um the starting frequency is daily right and when we try to change the logic to something like you know something the interactions that are created like um in this hour it seems it is not working so ultimate summary we want to be able to send a notification every hour to the user based on the operational data so is that possible from the threshold notification are the better option is the schedule no okay yeah the short so I'll tell you I could do it you don't want to do what I I was just running through that in my mind you don't want to do it performance analytics the the smallest level of granularity is daily um you could do a breakdown on hourly but just you're gonna bend over backwards to get it to work where I would do would just be a scheduled flow that runs queries and the scheduled flow just simply uh simply says what the threshold is um and particularly you put in a decision table it's gonna be pretty lightweight right it's going to run a query for the number of interactions in the last hour if it's over 25 you know over X send this and send this notification pretty very simple to configure in flow designer um you can take other actions as well you could have uh use a decision table to tier you know if it's over 25 send it to this group if it's over 50 sent it to this group you know it's over 100 um called the CIO right whatever you want to do and whether it is um yeah I I would I would just do it with a scheduled flow and a notification um so you're talking about the reports scheduling option right or uh yeah no no just straightforward is not so we're in analytics but again we want to use everything we have accessible running you could run a report the reports you you can run a report depends do you want to have a list of all the interactions I mean you could run a report have it send a PDF and there's a condition field on the report which you can get it to work there is a Blog which if somebody else can find it real quick about emailing reports um and it's the way we did it there would be pretty similar but you definitely could do a condition just to say if there are if there are um only send this report out if there's more than 25 open interactions right and then it would email the report of the 25 and if there's 24 it doesn't do anything that's perfectly fine I would probably just do it with it depends if you want the list or not but I'd probably do it with the flow um and just say there is there there are 25 open interactions click here to go see it and that's going to give you the ability to use all your notifications um and whether it's on mobile right I for me I'm I'm still um trying to leverage mobile more rather than thinking email me a PDF that every hour that I'm not going to look at alert me let me click on just log into the mobile app and see it and take action right there um so I would look at it as a very operational flow type thing not a report not and definitely not performance analytics because we're not trending this PA I might use to tr PA I would build an indicator that breaks down by hours the number hour the number of calls the interactions so I can see my Trends and and do that but not for the use case you're talking about if I want to be alerted I'm I'm going to leverage flow designer okay and at the report level uh the threshold will be set per hour we can get the visualization hourly rate we can actually visualize how many interactions we have like per hour and the threshold that we set always works per hour how does that threshold setting work when we are talking about the uh visualization the report so does it automatically consider the threshold that we set at the hour or should we do explicitly should we do the scripting to actually do that well the thresholds on the performance analytics so the report's not going to know about it um so yeah I would do it in the condition I'm just checking no I'm talking about the conditional scheduling part oh yeah I kind of Studio One of the answers so one of the way to do it is flow designer I got that I'm trying to clarify with the um report scheduler option the conditional circuit so in the report scheduling option um Tara I'm taking I think you're sharing I'm taking over schedule so hopefully we're just gonna we're gonna show the right thing let's see all right so I am in a new scheduled report so if I had my it doesn't matter what the report is um I don't know what I have in there instead of client timing uh you give it the name that's what's going to be an email you have your introductory message this is the body of the email and then you can say it's conditional so if I did this and I'm going to do periodically and once every hour right right it would send this out starting now well it's going to send this report out every hour to to this to these groups users that type of thing um right I'm going to do so isn't conditional scheduling will only send even though repeat interval is one hour when we do it conditional it doesn't send out only when the when it breaches meets the condition well so that's yes only when it meets the condition so it's going to run every hour and then I could do something um uh if GS doc somehow there's a function for get hour I know we've seen it where it's only send it out Monday through Friday uh eight to five um but one of the things that I would end up doing here would be uh like I would do a Glide aggregate uh interactions uh so regardless of what my uh of what my report is we would do the same thing here and I'm not doing this right by the way really it's okay um by the way this is why I say we should use slow designer for some of this stuff because you have to know a lot to be able to do this right um accounts so this is going to give me a count of active interactions I have my query and then uh thank you zero so I'm going to say there's none and then if we get a result back which we should always get a result back we'll set that to and then this is it if C is greater than zero I think this is return true and return fault or uh yeah I think there are some links okay yeah I can so yeah let's try and explore the scripting part was also kind of tricky that's where the team yeah but we can try and see and I see some articles are there we'll see if that is helpful yeah definitely will be in there um so the condition and there's some help in here the thing you want to do is make sure we understand what the condition is supposed to return um whether it's the word answer it's like an ACL whether it's the word answer or the vast line has to be an answer has to be the value like a PA script um we want to validate that but then the conditional what happens is every hour it's going to run this if it returns true it will then run the report and email out the report to these groups right these users and they'll get the full report there is also um I don't know if we'll find a Blog that talks you how do you embed this so one of the features I like is to embed the the text in here unless we have that in here it's yeah so I get the PDF this this actually varies depends on the report that comes through but you could yeah you certainly could do that you get the report um and then you should be able to get that out there and we're not using the thresholds in PA um because that's going to be a PA is designed to be daily and you're looking for more operational okay all right thank you uh can I ask my next question I also pasted on the chat I don't know if you want to go Business Center okay so the other I think maybe this is one other specific questions that I have out of all I have so um we want to identify users who are submitting like same kind of um uh queries often even within the same month basically we want to look at users who are who are without using the self-service they're trying to um I don't know maybe it's not the self-service it's really the users who are submitting the tickets for the same assignment group if that if that way I can drill down a little bit let's call it we call that repeat user and we want to identify users who are submitting uh more than one ticket within a month or something so is there a way we can actually create a kpi for this case they want to do more from here to see why are they like trying to when it's the same assignment group it's really the same uh same team who pretty much does the pretty much set of list of activities is just the different locations that's the only difference when I say uh multiple location assignment groups so basically we want to identify users who are repeatedly requesting the same thing so is there anything that's already available or is there a way we can actually create a kpi so I'd be concerned about creating and indicator on that uh indicators not hard but it's the breakdowns because you'd have to be breakdown by all users and that just gives you a lot of things I think in that case uh thing is we can get it by the group by in the reporting solution we can create a simple report right and we can actually sort it and see who are the people who are submitting more uh uh more requests but the thing is we want to kind of um uh identify more towards um the process Improvement right if you have same whether same set of people like uh doing the same thing in the last three months as well compare between last six months to this month so we want to get repeat users like that way to actually get that trending maybe PA is better option than the operational report that's wherever we're trying to identify if we can have any PA solution for this so again it's the true what are we going to trend on what's the breakdown on is it on specific users or this or the groups users who are repeatedly actually um and you want to get the names of the users to see that um I want the count of users but I wonder I want those users who are uh who have let's say created more than one ticket in a month I can definitely distinct user if I use it but I don't know how do we get the user only those count of users who are uh uh plug in more than one ticket in a specific period of time so what you would look at there would be a related list condition on the indicator so I would do an indicator on syst user and then the related list condition on uh incidents or cases whatever whatever the table is I mean task for that matter where I'm the caller uh in the last month so it would only give you a it would give you a count of users of distinct users who did submit more than you know three cases in the last month now it's not going to group by what the cases are okay I mean is it any case it's just I submitted three cases a month or is it three cases for database and a case for network in a case for database are different uh sorry ask your question again yeah so when you're saying multiple cases do they have to be if I if I submitted two cases one fourth yeah the first one for the database group do you want to see that or do you want to see does it fb2 for database is different than one for database one for Network yeah I want to see uh if it is 2 for database group only for the same group um yeah breakdown the the assignment group could be a breakdown and then you just do this the count of users with this condition who has more than well but then and who has more than that's the challenge that would come in um I I so I I don't see the value of trending the usernames and so but I could see I guess I could see that database has a lot of people keep submitting multiple things um you know the the part I might look at would be automation I don't need the username I still need the count of users when I click to that I will see I mean obviously further detailing will happen with the show records there we see like more details but I want to trend on count of uh users who are submitting um and so if we did the relay list Condition it's only multiples and so you wouldn't be able to tell a difference between a network and database and two database uh the related list condition doesn't run on the indicator only runs on the cater source um uh uh I would I would probably solve this by using a table and just throwing them at a table and then putting PA on the table um okay um so yeah if we don't have it maybe we can get back to you or talk because we do have one more question that we need to answer live and then go through uh wrapping up so maybe we should think about that um what do you think yeah I mean I think for this one I think it it's if we if we I would do it with the flow I would do it with another table and summarize them in there and then it's really quick to to come off of otherwise I think it's just always the the double filtering is what gets really weird um it's an interesting metric uh oh sorry and the other part I would look at for what you're trying to solve would be automation Discovery because at the end of the day we're trying to find out where are issues where we're doing this right where where people are submitting the same thing over and over again and that might be really interesting to see motivation Discovery might find that out some of the machine learning tools do some of this analysis for us so I don't know of that one specifically of what you're looking for automation discovery's closest one in my mind um but also take make sure you're taking a look at the the tools that we have for machine learning and AI which is constantly evolving at this point in time um to start looking for those things uh in a different way of looking at where's our where are our gaps were our problems um and and Josh put something in the chat that might be relevant so if you want to just review that um and let's move on to um faisal's question Dan was going to take live yeah uh actually I was gonna ask Faisal could you also come off mute and we get Faisal off mute and I want to get a clarification that but the question for the group I'll throw it out there in the advice will uh expand upon it say PD breakdowns or sometimes uh different and are only applicable to one or some tabs on the dashboard and how can we make the dynamic breakdowns on a PA dashboard for a better user experience um so so Faisal I wanted to make sure what are you talking about making the breakdowns themselves whether or not they're applied dynamic or whether it's just you want to make the breakdowns apply to multiple tabs or something like that I think this one's a challenge with response to dashboards that break dashboard breakdowns appear on all across all tabs interactive filters only are on Tab specific and I think this is another one of those things that's been resolved in next experience dashboard exactly right um that's how I want to clarify the question as far as I understand uh this one to come through and if I'm misinterpreting or misinterpreting it uh awesome yes Dan's showing it now that that there's no more dashboard breakdowns and interactive filters they're just filters they work on both as they can and you now have the choice of saying do I want it across all the tabs or tab specific um you know something we always get asked that comes through um and one of the ways that we this that the PM treatment or Amsterdam crew um enter India crew really delivered to give us what we're looking for um and that's not you know as we talk about some of these things that are resolved in uh are dressed in next experience don't look for them to be ported back into responsive dashboards um because part of this was it was there's so much Legacy there's so much things these features are not going to go back in time um the way we get these features is by moving to next experience analytics there you won't see a list of all the awesomeness that's in there because there's too much we talk about the big features that come through but whether it's how the filters work the filters could be at the table over the dashboard level they're going to find a bunch of things that are near and dear to your heart that are awesome um but you're just not going to see that exhaustive list because it's it's just so much is it has been improved everything you can do to get on to the next experience analytics is going to be to your benefit your life will be easier and simpler and less hectic um once you are there and face if I saw this is actually available start actually available starting pre-tokyo but Tokyo is where the next experienced dashboards are available to you um now the my the migration that we're going to have for you is scheduled to stay scheduled to become an available option in Washington but that obviously you need to put the a safe harbor disclaimer it could you know that that can change but that is the current plans to have that migration available starting in Washington but you have the capability today with Tokyo yeah so we did have a couple more questions trickle in they're all regarding training content um I don't know if we have any documentation on AI just yet I know we're working on that um the machine learning's there so they're they're there is new generative AI stuff coming out all the time but the machine learning things predict look for predictive intelligence um and you'll you'll see it uh search the docs it'll it'll come up but look for predictive intelligence and that that's the name of the application we use that is our most of our machine learning awesome thank you so much and thank you everybody for joining us today this was incredible I loved having these q a sessions every once in a while kind of shake things loose and get people caught up on what's going on and kind of answer questions that other people might have too so we had a lot of energy with that today so thank you uh let me just send out a quick reminder to check out our platform analytics Community page we have lots of content there you can always post questions there as well as um our platform analytics Academy Community page has all of the recordings uh today's session will be posted there as well as prior sessions and there's they're going back all the way to 2019 so some of the stuff is actually still relevant because some things we haven't changed so it's always worth coming through there and checking things out in addition we have some Pro tips we have a community page out there that gives you some tips or tricks for best leveraging performance analytics what it's intended to be used for how we think you'll get the most power for it power from it so to get if you get a chance check out these videos they're like maybe 5 six minutes each pretty short uh easy easy to get through and and uh um not also to remind you that we do have in-depth training and labs and now learning we were just talking about that there should be some cool stuff out there with all the new tech that we're coming out with um thank you for joining us today everybody have a wonderful day