How to create a report for P1 incidents downgraded to P2 for a specific assignment group?

[sou93887336]

Hello Community,

I am trying to create a report in ServiceNow that captures incidents where the priority has been downgraded for a specific assignment group. The requirement is to track:

• P1 downgraded to P2

• P2 downgraded to P3

• P3 downgraded to P4

Essentially, I want the report to show incidents whenever the priority changes from an old value to a new value within the chosen assignment group.

Thank you in advance!

[M Iftikhar]

Hi @sou93887336,

To create the report capturing incidents where the priority has been downgraded within a specific assignment group, I suggest following these steps:

1. Ensure the sys_history_line Table is Included in the Permitted Tables List:

   • Navigate to System Properties > All Properties.

   • Search for the property glide.ui.permitted_tables.

   • Verify that the sys_history_line table is included in the list of permitted tables. If it is not, add it to the list.

     

2. Create the Report:

   • Navigate to Platform Analytics > Administration > Usage and Governance > Reports, and click New.

   • Configure the Report:

     • Name: Priority Downgrade

     • Source Type: Table

     • Table: sys_history_line

   • Set Filters:

     • Set . Table > is > incident

     • Field > is > priority

   • In the Type Tab:

     • Set Report Type to List.

   • In the Configure Tab:

     • Set Group By to None.

3. Save and Run the Report: Once saved, the report will display each priority change, and you can further apply filters to specifically show downgrades (e.g., P1 → P2, P2 → P3, P3 → P4).

   

This approach will provide you with a detailed view of priority changes, and you can refine the report with additional filters as needed.

If my response helped, please mark it as the accepted solution so others can benefit as well.

[k_lutz]

Hi,

I would also suggest looking at metrics. There are some OOTB but you can create field level ones as well as scripted ones which can then be used for reporting.

https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/use/reporting/task/create...