Create incident reports

[pavanb00]

Hi All,

I have incident management teams working in 3 shifts:
00:30 to 08:30 UTC

08:30 to 16:30 UTC

16:30 to 00:30 UTC
How can i create a report to track the number of tickets handled by each shift?

[Ankur Bawiskar]

@pavanb00 

something like this will help

1. Create a Custom Field for Shift:

   • Add a custom field to your incident table to store the shift information. This can be a choice field with options for each shift (e.g., "Shift 1", "Shift 2", "Shift 3").

2. Set the Shift Field Automatically:

   • Use a business rule or script to automatically set the shift field based on the time the ticket is created. For example:

     var currentTime = new GlideDateTime().getDisplayValue();
     var hour = parseInt(currentTime.substring(11, 13));
     if (hour >= 0 && hour < 😎 {
         current.shift = 'Shift 1';
     } else if (hour >= 8 && hour < 16) {
         current.shift = 'Shift 2';
     } else {
         current.shift = 'Shift 3';
     }
     

3. Create a Report:

   • Go to Reports > Create New Report.
   • Select the Incident table.
   • Choose the type of report you want (e.g., Bar Chart, Pie Chart).
   • Group by the custom shift field you created.
   • Add a filter to include only the incidents within the desired time frame

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@pavanb00 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[pavanb00]

Hi Ankur, 

I'm new to SNOW, can you please provide the steps to "Create a Custom Field for Shift"

I know how to create reports, I have created one right now by adding the "created by" and "resolved by" filters but I need to dig deeper and figure out the count of incidents per shift/per person and also the count of incidents handed over to each shift

[Runjay Patel]

Hi @pavanb00 ,

 f you have group configured based on shift timing then simply run report based on assignment group if not then as suggested by @Ankur Bawiskar  follow the steps.