Create A Report

mohammeda36 · 3 weeks ago

Report needed: Any ticket that was routed from the service desk to TEAM 1, and they routed back, stating it's a wrong queue, and later the service desk routed back to Team 2, and they resolved it.

How to create that report for Incident and Catalog Task

Dr Atul G- LNG · 3 weeks ago

Hi @mohammeda36

Just create metrics on SC tasks or Incident table on assignment group field, then generate reports from them. OOTB metrics are also available if you want to check.

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

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mohammeda36 · 3 weeks ago

Can you specify the condition what needs to be selected in report for incident & catalog task

Dr Atul G- LNG · 3 weeks ago

Hi @mohammeda36

See this OOTB metric

https://devxxxx.service-now.com/now/nav/ui/classic/params/target/metric_definition_list.do%3Fsysparm...

Metric provide old and new value so you can put like

Old value = A group

New value -= B Group

*************************************************************************************************************
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

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