Create reports

[gustavosilv]

What would be the best way to create reports of incidents and requests that have not been closed and are considered violated, for the departments? The department should only receive data related to it and should be sent weekly.

[YaswanthKurre]

Hi @gustavosilv ,

1. Create Two Targeted Reports

Make two reports:

• Incidents (incident table)

• Requests (sc_req_item table)

Use these filters:

• Active is true → only open records

• SLA Definition.Has breached is true → only failed SLAs 

2.Add a Dynamic Department Filter 

Set up a filter based on department to later customize per recipient:

• For team performance: use Assignment group.Department

• For service impact: use

  • Caller.Department for Incidents

  • Request.Requested for.Department for Requests

3.Schedule Weekly Delivery 

Create a Scheduled Report to send every week:

• Add department leads or groups under Users/Groups

• Check “Omit if no records” so empty reports aren’t sent 

4.Secure with a Conditional Script 

Enable Conditional and add a script to filter results for each recipient.

// Example Conditional Script
var dept = gs.getUser().getDepartment();
if (dept) {
  current.addQuery('caller.department', dept);
}

Mark this as helpful and correct, if this helps you.

Thanks,

Yaswanth

[Sarthak Kashyap]

Hi @gustavosilv ,

I tried to create a report on Incident and Request table please check below steps,

Navigate to Incident table right click on header and select either pie chart/bar chart

You will navigate to report page then type of report select List and in Data source select table as incident and filter condition like - State is Not one of - Closed & OnHold and Group by Caller's department.

Result - 

You can follow above step for request table.

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak

[AndersBGS]

Hi @gustavosilv ,

Based on your question, I think there are more questions to be asked? How should the data be presented to the recipients? What deems an incident or request to be violated? I guess that an incident created a Friday and not resolved on a Sunday is not a violation? should it be in one single report or 2 separate reports?