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

Bruno De Graeve · ‎10-18-2017

hi Göran,

Your filter will definitely work until you group the task_sla data by State:

For a ServiceDesk user, the "Closed Complete" state will be confusing and probably ignored if we don't tell them beneath we show the "On Hold" incidents. I personally would recommend to use the incident_sla db view. This one has another advantage that when you click on the incident, you're redirected to the incident. Using the task_sla db view, you first open the SLA when you click the incident number. At least that happened in my environment.

regards, Bruno

Bruno De Graeve,
Principal Platform Architect, Customer Success, ServiceNow

koliva · ‎12-15-2017

This doesn't work if you use the task table to create gauges that show all types of active tasks (incidents, requests, etc.) because if you select task with state = 3 (ie, closed complete), you will get closed requests AND incidents on hold. It's like mixing apples with oranges. I don't understand why when the states were changed in Helsinki, number 3 was chosen for On Hold when for task it is Closed Complete. I'm trying to figure a way around this and so far don't have any ideas. I can not have separate gauges for all the different types of task; I need a "one stop shopping" gauge that shows all their active work in one place. This issue makes that impossible without modifying oob. Doesn't make sense.

Ramone Palmer · ‎09-14-2022

Late to this party-was just in need of this and was able to get only On-Hold records displayed by doing the following: