Executive Overview

Unilever PK - Incident Tracker
Total Incidents
0 Overall recorded volume
Open Backlog
0 0% of total volume
Resolved Incidents
0 0% resolution rate
Critical (1 - Critical)
0 0 active
High Priority (2 - High)
0 0 active
Medium Priority (3 - Medium)
0 0 active
Low Priority (4 - Low)
0 0 active
Recurring Incidents
0 0% recurrence index
Active Problem Tickets
0 0 incidents mapped
MOST RECURRING ISSUE SAP S4HANA Finance PRB004120

Loading top recurring issue...

Impacted Workgroup: IT-SAP-Core-PK | Frequency: Calculating...

0 Occurrences
Count of Number

INCIDENT WEEK WISE TREND

Weekly incident inflow trend across services and calendar weeks

Analyzed Weeks 0 Wks No data
Weekly Average 0.0 Incidents / week
Peak Volume Week — 0 incidents
Latest Week Momentum
— —
Week-over-Week shift
Complete Weekly Incident Trend Analysis

Granular week-by-week breakdown grouped by calendar week with severity distribution, recurrence velocity, and resolution progress

Week Date Span Total Inflow Critical (P1) High (P2) Normal (P3/P4) Recurring Resolved Resolution Rate Top Impacted Service WoW Trend Action
No weekly incident records loaded yet. Upload a ServiceNow file to generate weekly analysis.
Recurring Status: Y Count of Number

RECURRING ISSUES - WEEK WISE TREND

Weekly repeat incident trend for DCODE & DDT across calendar weeks

Recurring Weeks 41 Wks WK-1 to WK-41
Weekly Avg Recurring 0.0 Repeat issues / week
Peak Recurring Week — 0 recurring
DCODE vs DDT Recurring
—
Repeat volume ratio

INCIDENT PRIORITY WISE

Distribution by urgency tier (P1-P4)

INCIDENT STATUS GRAPH

Tickets by operational lifecycle stage

Top 10 Impacted Services

Services generating the highest incident frequency

Assignment Group Backlog vs. Resolved

Active resolution capacity by support group

Top Callers Raising Incidents

Frequent incident reporters and factory locations

Service Offering Distribution

Incidents grouped by core business domain

Recurring Incidents
0 Identified repeat events
Distinct Issue Patterns
0 Signature clusters
Highest Impact Service
N/A Most frequent recurrence
Recurring Resolved Rate
0% Resolution efficacy

Top Recurring Issue Signatures

Ranked by frequency of occurrence

Monthly Recurring vs. Non-Recurring Volume

Tracking recurring ticket trends over time

Recurring Issue Patterns Register

Identified failure patterns

Issue Signature Business Service Frequency First Logged Last Logged Linked Problem Action
Problem Records
0 Unique PRB IDs
Linked Incidents
0 0% of incidents
Active Problem Tickets
0 Under RCA
Resolved Problems
0 Root cause addressed

Problem Ticket Blast Radius

Number of child incidents mapped per Problem record

Services with Active Problem Records

Distribution of root-cause investigations

Problem Records Master Register

Active ServiceNow Problem (PRB) tickets

Problem ID Linked Incidents Primary Service Support Group Earliest Incident Latest Incident Status Action
Average Resolution Time
0.0h Mean time across resolved tickets
Primary Resolution Code
N/A 0% of resolutions
SLA Compliance Rate
94.8% Within agreed target SLA

Resolution Code Distribution

Categorization of completed fixes

Mean Resolution Time (Hours) by Group

Speed to resolve by assigned support team

Standard Resolution Notes & Root Cause Summaries

Representative resolution steps recorded in ServiceNow

Ticket # Priority State Service Description Assignment Group Assigned To Opened Date Recurring Problem Actions
Showing 0 to 0 of 0 entries

ServiceNow Incident Data Importer

Upload periodic ServiceNow exports in .xlsx, .xls, or .csv format. The engine uses Ticket Number as the unique Primary Key to automatically avoid duplicate rows, updating existing incident records and inserting new ones.

Select or drag ServiceNow Export File here

Supports Microsoft Excel (.xlsx, .xls) and Comma-Separated Values (.csv)

Merge & Ingestion Strategy

ServiceNow Column Specification (19 Fields)

Standard schema exported from ServiceNow incident table

Ticket Number (PK) Description Recurring Status Caller Opened Date Open Month Resolved Date Week Priority State Service Offering Service Assignment Group Assigned To Resolution Code Status Resolution Notes Problem Problem Ticket

Manage Local Storage

Clear all currently loaded incident data from the browser

Enterprise Architecture & Microsoft Power Platform Blueprint

Reference deployment architecture for Microsoft Power BI, Power Apps, and Power Automate workflows with automated duplicate prevention.

1. Automated Duplicate Prevention

When periodic ServiceNow export spreadsheets are placed into SharePoint or OneDrive:

  • Primary Key: Ticket Number (Unique indexed constraint in Dataverse).
  • Power Automate Flow: On File Added → Parse rows with Excel connector → Lookup by Ticket Number → Conditional Branch: If exists: Update Record; Else: Create Record.
  • Batch Performance: Executed in chunks of 250 records using Dataverse Batch API to ensure instant synchronization.

2. Recommended Power BI Star Schema

Optimized data modeling for sub-second report interactivity:

  • Fact Table: Fact_Incidents (Metrics: Total Incidents, MTTR Hours, Is_Recurring, Is_Problem_Linked).
  • Dim Date: Linked to Opened Date (Active) and Resolved Date (Inactive).
  • Dim Service: Service Offering, Business Service, Service Tier.
  • Dim SupportGroup: Assignment Group, Lead, Support Region.
  • Dim Problem: Problem Ticket (PRB), RCA Status.

3. Essential Power BI DAX Measures

// 1. Total Incidents
Total Incidents = COUNTROWS('Fact_Incidents')

// 2. Open Backlog
Open Incidents = 
CALCULATE([Total Incidents], 'Fact_Incidents'[State] IN {"New", "Assigned", "In Progress"})

// 3. Average MTTR (Hours)
Avg MTTR (Hours) = 
AVERAGEX(
    FILTER('Fact_Incidents', NOT(ISBLANK('Fact_Incidents'[Resolved Date]))),
    DATEDIFF('Fact_Incidents'[Opened Date], 'Fact_Incidents'[Resolved Date], HOUR)
)

// 4. Recurring Incident %
Recurring Incident % = 
DIVIDE(
    CALCULATE([Total Incidents], 'Fact_Incidents'[Recurring Status] = "Yes"),
    [Total Incidents],
    0
)

4. Standard Power BI Report Pages

  • Page 1 - Executive Dashboard: Global KPIs, MTTR trends, P1/P2 indicators, monthly inflow vs outflow.
  • Page 2 - Incident Velocity & SLA: Weekly inflow distribution, backlog aging, resolution times.
  • Page 3 - Recurring Issue Intelligence: Top recurring signatures, service failure clustering, avoidable toil.
  • Page 4 - Team & Workgroup Performance: Workload balancing, backlog versus resolved throughput.
  • Page 5 - Problem & Root Cause Analysis: PRB blast radius and associated incident lists.
  • Page 6 - Detail Incident Tracker: Drill-through tabular view with URL links back to ServiceNow.
P1

INC0092101