Hello,
I am new to servicenow and am working on a dashboard that is supposed to basically display the work my team is doing in servicenow. I think the main idea is to track the "tickets" but I'm having trouble figuring out what tables to use from servicenow. What generally defines a ticket? Is it an incident, problem, change_request, and sc_req_item? Seems like task might be too granular. And if so, how come these tables are not all consistent in having the same columns?
I want to create some sort of "executive" view so that we can basically see how we are doing but I'm not sure which tables exactly to get this information from and also what might be best to display from an executive pov. For example, I see these tables have "state" columns, but the values are just numbers that aren't very consistent across tables. And is the only table with SLA the incident table? How are you supposed to track how well you are doing on changes, problems, requests, etc.?
