How to report on timing / frequency of updates to a record?

[jas101]

Hi all, we're wondering how best/simplest (if they're not too mutually exclusive!) to be able to report on frequency of updates to a record. In context, we want to be able to measure/report e.g. that a 3rd party is updating major incident records at least every 30 minutes.

Any help/advice much appreciated. Cheers,

D

[Chuck Tomasi]

Use the Updated field to filter on records in that table. Something simple like:

If you are looking for the exceptions (those that are NOT updated within the last 30 minutes)

Updated | relative | before | 30 minutes ago AND

Active | is | true

[jas101]

Hi Chuck, thanks for the quick response and suggestion as to filter - I should have explained better but I guess really what we're after is reporting capability (e.g. @ month end) to identify (certain) tickets (e.g. ones with MI priority) that haven't been updated every 30 minutes (that should have been). Cheers, Daniel

[Chuck Tomasi]

Hi Dasi,

Take a look at Metrics, or possibly Service Level Agreements. Metrics will give you raw numbers. SLAs will tell you if certain expectations were met or breached (roughly translated.)

Metric Definition Support - ServiceNow Wiki

Service Level Agreements - ServiceNow Wiki