How to get list of tickets which are upgraded/ downgraded, Based on on priority?

[swathigangadhar]

How to get list of tickets which are upgraded/ downgraded, Based on on priority?

Ex, one ticket is upgraded from p2 to p3 and other downgraded from p5 to p4. How to check it?

[Shishir Srivast]

Hi Swathi,

I think It is not possible OOB but you can do it by collecting Metrics data and then you can report on it.

http://wiki.servicenow.com/index.php?title=Metric_Definition_Support#gsc.tab=0

You can also check: Viewing a Record's Change History - ServiceNow Wiki

[jyoti29208]

Hi Swathi,

There is a similar thread in community How to pull a report on Incident Table for priority changes . Please check this out .

Please provide your feedback appropriately (Like, Helpful, Endorse AND/OR Correct) to help community.

Thank you!

Regards,

Jyoti

[apurvasharma]

Hi Swathi,

Service Now Provides Metric functionality.

This Link can be helpful Create a metric

Metric Definition Support - ServiceNow Wiki

[Harsh Vardhan]

Hi Swathi,

if you want to get the old values and new values data then you need to look into the "sys_history_line" table

i am not sure how much it will help you and either it will fulfill your requirement or not.

Note: whenever we save some values or changes some values that goes into the sys_audit table and if you will go and try to fetch the record it will definitely give you some performance issue. the data is there so huge and it's not a good practice to use that table.