Creating a report to show Incidents without Interactions

[SimonHind]

I am trying to generate a report for the dashboard that allows me to see Incidents without Interactions

[GlideFather]

Hi @SimonHind,

and can you please show us what you tried?

The interactions are stored in [interaction] table incidents in [incident] eventually [task] and if an incident is created from an Interaction, this relationship is stored in [interaction_related_record].

So you can query all the incidents that AREN'T in this table interaction_related_record, because if they are then it means they have an interaction associated. It could be possible to use GlideAggregate instead of GlideRecord as you want to get just number without any data manipulation to it.

And don't forget to add some period of time - all incidents created in last 30 days etc... 

Share us here your progress

[GlideFather]

@SimonHind the script below might be beautified but it works and could serve as an inspiration:

In my PDI I set encoded query on 5 incidents where only 1 has interaction, remaining 4 don't:
(your condition will be different - created in last 30D, 7D, has this or that category, assignment group etc.)

var incidentGR = new GlideRecord('incident');
incidentGR.addEncodedQuery('category=hardware^priority=1'); //5 incidents match this
incidentGR.query();

while (incidentGR.next()) {
    var hasInteraction = false;

    var irrGR = new GlideRecord('interaction_related_record');
    irrGR.addQuery('document_id', incidentGR.sys_id);  //just 1/5 has an interaction
    irrGR.query();

    if (irrGR.hasNext()) {
        hasInteraction = true;
    }

    if (!hasInteraction) {
        gs.print('Incident without interaction: ' + incidentGR.number); //remaining 4 Printed
    }
}

Let me know what do you think and if this helped you and my efforts were not for nothing :))

[SimonHind]

This is my basic Report using the Interaction related Record

it shows ID of related record with Incident: INC#######

166 in total, however if I switched to Incident table

ideally what I am looking for is all Incidents where there are no Interactions, so i hope my Interaction related Record is correct for this

[AndersBGS]

Hi @SimonHind ,

You just need to add a related list condition like below: