Best way to get On Hold Incidents to show in report based on Task table?

bostonsnow · ‎09-06-2017

Hello all,

I opened a ticket w/SNOW support and they offered 2 options, the first one is what the business wants but is not recommended by SNOW.

1. One solution would be to change the value of the choice to a number that is not being used but that is not recommended because it would affect anything (business rules, ui actions, etc) that rely on this value.

2. Create separate reports for Incident and Requests.

Has anyone implemented #1? Which bus rules, ui actions, etc.. need to be adjusted to get this to work?

I've been told this is the OOB configuration which surprises me as when managing client tickets, I think most people would want to see all records in a single filter/report.

Any advice is greatly appreciated.

Thanks!

Mike

Goran WitchDoc · ‎09-07-2017

Well, it's a bit of a mess. But I think we can make up what you want. Which are the filters on each change/incident. etc. you want for the list?

Example... the filter doesn't really care about the label like onHold etc. it's the value behind.. and onHold has the same value as Closed Complete.. which leaves us to for example make a filter like this, showing all active incident with state "onHold". As you can see it shows "=3" in the search field below "state". not "=Closed complete" which it says in my filter.

View solution in original post

Bill Tang · ‎09-07-2017

There are usually more than one way to do the same thing in ServiceNow, that's why we love it.

Not sure what is your requirement, why would we need a report of generic task table? How do you define 'onHold' incidents, is it just a specific 'state' value or something else? Have you considered using a customized field for incident records?

Sorry, there is not much we can help without knowing what you are after.

bostonsnow · ‎09-07-2017

Hi Bill,

Thank you for the response! New Admin here so apologies if this request was vague.

I basically want (need) to show all open INC, TASK, RITM and SCTASK records in a single report/filter. My Project Managers are managing tickets for many clients within SNOW, they need to see all of the open INC, TASK, RITM and SCTASK records that are open for their clients in a single view.

My understanding is that to show all of these records in a single view the filter needs to be created on the Task table. I have done this and it is almost working. The problem is that On Hold Incidents are not showing up. According to SNOW Support this is expected behavior because the task table stores many choice fields that share the same value. If the value is shared, only one of the choices will appear while reporting on task.

Please let me know if you need any additional information, thanks for your help!

Mike

Jaspal Singh · ‎09-07-2017

Hi Michael,

I doubt changing or implementing option #1 would be a better option as we cannot be sure about what all Business rule, client scripts needs to be modified as there is a possibility that your company would have created/updated many custom codes for achieving things that are/were required. Also, rightly suggested there are many choices that share same value & hence difficult in getting it in a single report.

bostonsnow · ‎09-07-2017

Thanks Jaspal. I have to say this puts us admins in a tricky spot when management asks "can ServiceNow show me all open records for a client in a single view?" and I have to answer "no". Seems like this is such basic functionality that would be available OOB.