---

name: reporting-dashboards description: This skill should be used when the user asks to "create report", "dashboard", "chart", "visualization", "analytics", "scheduled report", "export data", or any ServiceNow reporting and dashboard development. license: Apache-2.0 compatibility: Designed for Snow-Code and ServiceNow development metadata: author: groeimetai version: "1.0.0" category: servicenow tools:

• snow_create_report
• snow_create_dashboard
• snow_schedule_report
• snow_query_table

---

Reporting & Dashboards for ServiceNow

ServiceNow provides comprehensive reporting capabilities for data visualization and business intelligence.

Report Types

Creating Reports

List Report (ES5)

Copy// Create list report
var report = new GlideRecord('sys_report');
report.initialize();

report.setValue('title', 'Open High Priority Incidents');
report.setValue('table', 'incident');
report.setValue('type', 'list');

// Filter condition
report.setValue('filter', 'active=true^priority<=2');

// Columns
report.setValue('field', 'number,short_description,priority,state,assigned_to,opened_at');

// Sorting
report.setValue('orderby', 'priority');
report.setValue('order', 'ASC');

// Grouping (optional)
report.setValue('group', 'assignment_group');

// Access control
report.setValue('user', gs.getUserID());
report.setValue('roles', 'itil');

report.insert();

Bar Chart Report (ES5)

Copy// Create bar chart
var barReport = new GlideRecord('sys_report');
barReport.initialize();

barReport.setValue('title', 'Incidents by Priority');
barReport.setValue('table', 'incident');
barReport.setValue('type', 'bar');

// Aggregation
barReport.setValue('aggregate', 'COUNT');
barReport.setValue('group', 'priority');

// Filter
barReport.setValue('filter', 'active=true');

// Chart options
barReport.setValue('show_data_label', true);
barReport.setValue('show_legend', true);
barReport.setValue('chart_color', 'blue');

barReport.insert();

Trend Report (ES5)

Copy// Create trend line chart
var trendReport = new GlideRecord('sys_report');
trendReport.initialize();

trendReport.setValue('title', 'Incident Volume - Last 30 Days');
trendReport.setValue('table', 'incident');
trendReport.setValue('type', 'line');

// Time-based grouping
trendReport.setValue('trend', 'opened_at');
trendReport.setValue('trend_interval', 'day');

// Aggregation
trendReport.setValue('aggregate', 'COUNT');

// Time filter
var thirtyDaysAgo = new GlideDateTime();
thirtyDaysAgo.addDaysLocalTime(-30);
trendReport.setValue('filter', 'opened_at>=' + thirtyDaysAgo.getValue());

// Stacked by category
trendReport.setValue('stack', 'priority');

trendReport.insert();

Pivot Table (ES5)

Copy// Create pivot table
var pivotReport = new GlideRecord('sys_report');
pivotReport.initialize();

pivotReport.setValue('title', 'Incidents: Priority vs Category');
pivotReport.setValue('table', 'incident');
pivotReport.setValue('type', 'pivot');

// Dimensions
pivotReport.setValue('group', 'priority');       // Rows
pivotReport.setValue('stack', 'category');       // Columns

// Aggregation
pivotReport.setValue('aggregate', 'COUNT');

// Filter
pivotReport.setValue('filter', 'active=true');

// Show totals
pivotReport.setValue('show_row_total', true);
pivotReport.setValue('show_column_total', true);

pivotReport.insert();

Dashboards

Creating Dashboard (ES5)

Copy// Create dashboard
var dashboard = new GlideRecord('sys_dashboard');
dashboard.initialize();

dashboard.setValue('name', 'IT Service Desk Dashboard');
dashboard.setValue('description', 'Key metrics for service desk operations');

// Layout
dashboard.setValue('layout', '3');  // 1, 2, 3, or 4 columns

// Access
dashboard.setValue('view_as', 'desktop');
dashboard.setValue('roles', 'itil');

var dashboardSysId = dashboard.insert();

Adding Widgets to Dashboard (ES5)

Copy// Add report widget
function addReportToDashboard(dashboardId, reportId, row, column, width, height) {
    var widget = new GlideRecord('sys_dashboard_widget');
    widget.initialize();
    widget.setValue('dashboard', dashboardId);
    widget.setValue('report', reportId);
    widget.setValue('row', row);
    widget.setValue('column', column);
    widget.setValue('width', width || 1);   // columns wide
    widget.setValue('height', height || 1); // rows tall
    return widget.insert();
}

// Layout example (3-column dashboard)
// Row 0: Three single-score cards
addReportToDashboard(dashboardSysId, openIncidentsReport, 0, 0, 1, 1);
addReportToDashboard(dashboardSysId, avgResolutionReport, 0, 1, 1, 1);
addReportToDashboard(dashboardSysId, slaComplianceReport, 0, 2, 1, 1);

// Row 1: Full-width trend chart
addReportToDashboard(dashboardSysId, trendReport, 1, 0, 3, 2);

// Row 2: Two charts side by side
addReportToDashboard(dashboardSysId, priorityPieChart, 3, 0, 1, 2);
addReportToDashboard(dashboardSysId, categoryBarChart, 3, 1, 2, 2);

Scheduled Reports

Create Scheduled Report (ES5)

Copy// Schedule report for email delivery
var schedule = new GlideRecord('sys_report_schedule');
schedule.initialize();

schedule.setValue('report', reportSysId);
schedule.setValue('name', 'Weekly Incident Summary');

// Recipients
schedule.setValue('recipients', 'it-managers@company.com');
schedule.setValue('recipient_users', managersSysIds);  // comma-separated
schedule.setValue('recipient_groups', itManagersGroup);

// Schedule (cron)
schedule.setValue('run', 'weekly');
schedule.setValue('day', 'monday');
schedule.setValue('time', '08:00:00');

// Format
schedule.setValue('format', 'pdf');  // pdf, xlsx, csv

// Email settings
schedule.setValue('subject', 'Weekly IT Incident Summary');
schedule.setValue('message', 'Please find attached the weekly incident summary report.');

schedule.setValue('active', true);

schedule.insert();

Advanced Reporting

Report with Formula Field (ES5)

Copy// Report with calculated field
var report = new GlideRecord('sys_report');
report.initialize();

report.setValue('title', 'SLA Breach Analysis');
report.setValue('table', 'task_sla');
report.setValue('type', 'bar');

// Custom formula aggregation
report.setValue('aggregate', 'SUM');
report.setValue('field', 'has_breached');  // Boolean to count

// Percentage calculation
report.setValue('formula',
    'CASE WHEN {has_breached} = 1 THEN 1 ELSE 0 END'
);

report.setValue('group', 'sla.name');

report.insert();

Drill-Down Report (ES5)

Copy// Create report with drill-down capability
var summaryReport = new GlideRecord('sys_report');
summaryReport.initialize();

summaryReport.setValue('title', 'Incidents by Assignment Group');
summaryReport.setValue('table', 'incident');
summaryReport.setValue('type', 'bar');
summaryReport.setValue('aggregate', 'COUNT');
summaryReport.setValue('group', 'assignment_group');

// Enable drill-down
summaryReport.setValue('is_drillable', true);
summaryReport.setValue('drill_down_report', detailReportSysId);

summaryReport.insert();

Export & Integration

Export Report Data (ES5)

Copy// Export report to CSV
function exportReportToCSV(reportSysId) {
    var report = new GlideRecord('sys_report');
    if (!report.get(reportSysId)) return null;

    var ga = new GlideAggregate(report.getValue('table'));

    // Apply filter
    var filter = report.getValue('filter');
    if (filter) {
        ga.addEncodedQuery(filter);
    }

    // Apply grouping
    var groupField = report.getValue('group');
    if (groupField) {
        ga.addAggregate('COUNT');
        ga.groupBy(groupField);
    }

    ga.query();

    var results = [];
    while (ga.next()) {
        results.push({
            group: ga.getValue(groupField),
            count: ga.getAggregate('COUNT')
        });
    }

    return results;
}

REST API for Reports

Copy// Get report data via REST
// GET /api/now/stats/{table}?sysparm_query={filter}&sysparm_count=true&sysparm_group_by={field}

// Example: Incidents by priority
// GET /api/now/stats/incident?sysparm_query=active=true&sysparm_count=true&sysparm_group_by=priority

MCP Tool Integration

Available Reporting Tools

Example Workflow

Copy// 1. Discover available tables
var tables = await snow_discover_reporting_tables({
    category: 'itsm'
});

// 2. Get fields for table
var fields = await snow_discover_report_fields({
    table: 'incident'
});

// 3. Create report
var reportId = await snow_create_report({
    title: 'Incident Overview',
    table: 'incident',
    type: 'bar',
    group: 'priority',
    aggregate: 'COUNT',
    filter: 'active=true'
});

// 4. Create dashboard
var dashboardId = await snow_create_dashboard({
    name: 'Service Desk Overview',
    layout: '3-column'
});

// 5. Add report to dashboard
await snow_add_dashboard_widget({
    dashboard: dashboardId,
    report: reportId,
    row: 0,
    column: 0
});

// 6. Schedule report
await snow_create_scheduled_report({
    report: reportId,
    frequency: 'weekly',
    recipients: 'managers@company.com',
    format: 'pdf'
});

Best Practices

1. Clear Titles - Descriptive, action-oriented names
2. Appropriate Type - Match chart type to data
3. Filter Wisely - Default to relevant subset
4. Color Meaning - Consistent color conventions
5. Mobile Friendly - Test on smaller screens
6. Performance - Limit rows, use aggregations
7. Access Control - Role-based visibility
8. Regular Refresh - Keep data current