This view is very helpful to identify the extent to which your instance is customized versus configured

Description #

What is the Customization Vs Configuration view?  #

• Platforms available: ServiceNow and Salesforce instance.
• Users that have access: Normal user, Customer Admin, and Project user.

The Customization Vs Configuration view is useful to identify which your instance is customized versus configured. The more customized an instance is, the more difficult is its maintenance.By using this view, you can assess the risk of expensive upgrades by ensuring that the customization rate is maintained below 40%.

What data is shown #

The Customization vs configuration view shows the following information:

Customization ratio #

Widget – Customization ratio #

The widget shows you the following elements:

• Customization ratio shows the relation between your instance customization and configuration. The higher the percentage, the more difficult the instance is to maintain. 
• Configuration ratio shows the relation between your instance configuration and customization. 
• Benchmark shows the average metric value for comparison with other environments in Quality Clouds ecosystem. 
• Trend (overtime) shows the progress of the metric over time.

Graphs #

• Changes by Type: Shows all the instance changes depending on the element type: Customization, Configuration or Extension.
  • Customizations are material modifications to the out of the box behavior of the system, usually done through the introduction of code which modifies default system functionality and which can introduce technical debt if best practices are not being followed.
    • Out-of-the-box (OOTB) modifications  is a subset to customizations done to the OOTB elements which impact directly the platform upgradeability.
  • Configurations are changes to the behavior of the system done in ways which are less likely to introduce technical debt (i.e. clicks, not code), and that do not impact its upgradeability.
    This view also highlights which customized items are modifications to out-of-the-box (OOTB) elements. These impact the instance upgradeability directly and should always be avoided as far as possible.
  • Extensions, whether developed in-house or downloaded from the ServiceNow store are also shown in the view, but they do not influence the customization vs configuration ratio, since they extend the capabilities of the instance rather than modifying them. 

• Lines of code by Type: Shows the distribution of the lines of code depending on the element type: Customization, Configuration or Extension.

Grid table #

The grid shows the list of all modifications done to the platform.

In this section you can filter the information displayed in the grid by the following elements:\

• Application
• CE Type
• Type of change: customisation, extension or configuration
• OOTB Modification: yes or no
• Created between
• Updated between

You can search for ‘Type of change: Customization‘ and ‘OOTB modification: yes‘ to find the elements that directly impact your platform upgradeability.

Operational use #

Prerequisites: The Compare Issues view should be enabled and have more than one scan launched.

Learn how to access the view here.

To compare issues, you need to select a scan date and another scan.

→ How to compare the issues between different scans?

1. Log into the Quality Clouds Portal.
2. Go to the Compare Issues view.
3. On the top right of the view, select a date. This will be the scan you will be analysing.
4. On the filters, select the scan date you would like to compare it to.
5. Use the filters to show more accurate issues.

Displaying issues that have been solved between two scans #

Here you can see all the issues that have been closed between one scan and the other. 

→ How to display the issues closed?

1. Log into the Quality Clouds Portal.
2. Go to the Compare Issues view.
3. Specify the scan dates for the period you want to review by selecting the Scan in the filters.
4. Choose Issues solved between scans option from the Status filter.