Control charts

Use control charts to determine whether a business process is in a state of statistical control.

Control charts display data as a series of connected points. The blue line at the center of the chart is drawn at the mean. Upper and lower control limits, represented by red lines, indicate the thresholds at which activity is considered statistically unlikely. If the process is in control, all points are plotted within the control limits. You may want to investigate any activity outside these limits.
Figure 1. Control chart
Note: The mean is calculated by taking a sum of the data points on the Data Points line and dividing by the number of points. These values depend on the aggregation (Count, Average, Sum, or Count Distinct). This mean can differ from averages in other reports based on the same data if the other reports use different aggregations. For example, the mean number of incidents (Count) per month over a period is different from the mean Average duration of those same incidents.

Create a control chart report

Create a control chart to determine whether a business process is in a state of statistical control.

Before you begin

Role required: itil, report_group, report_global, report_admin, or admin. To create a meaningful report, you must have the right to access the data you want to report on.

Procedure

  1. Navigate to Reports > Create New.
  2. Fill in the fields, as appropriate.
    Table 1. Control chart
    Field Description
    Name Unique and descriptive name for your report.
    Description Click the information icon (The information icon) to enter a more detailed description of what the report does and its purpose.
    Data Specify the table or report source containing the data set that you want to include in the report. From the first choice list, select Table or Report source. Then select the specific table or predefined data set from the second choice list.
    Type Select Control.

    Alternatively, click the question mark icon (The question mark icon) to use the report type selector.

    Style your chart Click the gear icon (The gear icon) after the Type field to configure chart style options for the look and layout of the chart.
    Trend by Select the table field whose values you want to display in a time sequence.
    per Select a time period to display in the chart. Time periods range from a year down to an hour. You can also select a specific date.
    Aggregation Select a computational method for aggregating report data. The default is Count, which displays the number of records selected.

    Select Count Distinct to display only unique records. For example, you want to generate a report with a distinct number of users who have one or more of the roles in a given list of roles. Users with more than role would be counted twice unless you use count distinct.

    If you select Average, Sum, or Count Distinct, a list of fields from the selected Table appears. Select a field to aggregate by from this list. For example, if you select a duration field, such as Business duration on the Incident table, the aggregated data is expressed in days, hours, and minutes. If you select an integer field, such as Priority, the data is expressed as a decimal value number.

    Note: For duration values, the unit of measurement displayed in the aggregation axis cannot be customized.
    Add Filter Condition Create conditions for filtering data to include in the report. For example, to include only records with priorities of 2- High and 1 - Critical, select [Priority] [less than] [3 - Moderate].
    Add "OR" Clause Select a second condition that must be met if the first condition is invalid. For example, select [Assignment Group] [is] [Database], to include records that are assigned to the Database group if the first condition is false.
    Add Sort Field Select fields to sort data by. For example, to sort results from lowest to highest priority, select [Priority] [z to a].
  3. Click Save. The report is generated.
    Control chart configure

What to do next

Add reports to homepages or dashboards, publish to the internet, schedule email distribution of PDFs or URLs of published reports, and share reports with others. See Distribute reports.

Pie and control chart style options

Change the look of your pie chart.

When you create or edit a report, click the gear icon (The gear icon) after the Type field to open the Style your chart dialog box with options to configure the look of your chart. Chart options are automatically saved when you click Close. To see how the chart looks with the saved settings, click Save.

Table 2. Chart style options
Field Description
General
Chart color If no group by is used, Use one color is automatically selected. Select a single predefined system color.
If a group by is used, select one of the following options:
  • Use color palette: Select a color palette from the predefined system color palettes.
  • Use several colors: Define a custom set of Colors using hex codes. You can add any number of colors.
  • Use chart colors: Use the colors defined in Reports > Chart Colors.
Display data labels Select this check box to display the value for each slice. By default, data labels can be displayed for pie charts with up to 8 slices. To change this limit, edit the glide.ui.chart.pie.labels.max_items system property.
Custom chart size Select this check box to specify the chart width and height in pixels.
Chart size Select a chart size. This field is available when Custom chart size is cleared.
Drilldown View Select a view that determines how detailed records are shown when a specific part of the chart is clicked. This option is available for all charts that have drill-down capabilities. If you select a view that has no fields in common to link to the table that the report is based on, the default view is used.
Title
Show chart title Select when the chart title is displayed.
  • Never: never displays the chart title.
  • Report only: displays the chart title on reports.
  • Always: displays the chart title on reports and homepage gauges.
Chart title Enter a title for this chart. The title has a maximum length of 40 characters. If no title is entered, the report name is used for the title. This field is available when Report only or Always is selected from the Show chart title list.
Chart title size Enter the size of the chart title in pixels. This field is available when Report only or Always is selected from the Show chart title list.
Chart title color Select the color for the chart title. This field is available when Report only or Always is selected from the Show chart title list.
Custom chart title position Select this check box to specify the X and Y coordinates for the position of the chart title. This field is available when Report only or Always is selected from the Show chart title list.
Title horizontal alignment Select how the chart title is aligned horizontally. This field is available when Custom chart title position is cleared.
Title vertical alignment Select how the chart title is aligned vertically. This field is available when Custom chart title position is cleared.
Legend
Show legend Select this check box to display the chart legend. This check box is available when the Group by field is selected in the visualization fields.
Legend horizontal alignment Select how the legend is aligned horizontally. This field is available when Show legend is selected.
Legend vertical alignment Select how the legend is aligned vertically. This field is available when Show legend is selected.
Show legend border Select this check box to display a border around the legend. This field is available when Show legend is selected.
Axis
Axis tab Configure the titles, appearance, and labels of the X and Y axes. For the Y axis, you can also specify a From and To range. If you select an aggregation field that is not of the type Number, the From and To fields are not available.