Hi Buddy,
You’ve got the right filters in place for identifying closed incidents with an FCR category — that part looks good.
Where it gets tricky is the rest of what you’re trying to report on, because those details aren’t stored as simple fields on the Incident record.
For redirects, there isn’t a direct “number of redirects” field. Redirects are really just assignment group changes, and those are tracked in the incident’s history/audit records. Because of that, you can’t get an accurate redirect count using Incident filters alone. To do this properly, you’d need to report off the assignment history (audit data) or use Performance Analytics to calculate reassignment counts per incident.
For the origination of the incident, that one’s much easier. You can typically use Contact type (portal, email, phone) and include it as a column or group by, depending on how you want to display it.
For manual vs Predictive Intelligence assignment, there also isn’t an out-of-the-box field that explicitly tells you how the assignment was done. ServiceNow doesn’t flag incidents as “assigned by PI” vs “manually assigned,” so this usually has to be inferred from timing and assignment history, or tracked via a custom field or rule if that distinction is important.
So in short, you’re not missing a filter — some of what you’re asking for simply isn’t available directly on the Incident table.
For a single clean report:
Then add:
@DeIvory Gordon - Please mark Accepted Solution and Thumbs Up if you found Helpful 🙂
