Need Help Creating Reports for Top Favorited Items

Hemasundar_B
Tera Contributor

‎06-28-2025 07:58 PM

Hi Community,

I need help creating reports in ServiceNow for the following scenarios. If I receive a working solution, I’ll definitely mark it as the accepted answer:

  • Top 15 most favorited applications

  • Top 15 most favorited applications this month

  • Top 15 most favorited knowledge articles

  • Top 15 most favorited knowledge articles this month

  • Top 15 most favorited catalog items

  • Top 15 most favorited catalog items this month

  • Top 15 most favorited news articles

  • Top 15 most favorited news articles this month

Any guidance on how to build these reports, including which tables or fields to use, would be greatly appreciated.

Thanks in advance!

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Maik Skoddow
Tera Patron
Tera Patron

‎06-28-2025 08:58 PM

Hi @Hemasundar_B 

 

To create reports for the most favorited applications, knowledge articles, catalog items, and news articles—including monthly breakdowns—you’ll need to leverage the ServiceNow favorites feature and its backend tables. Here’s how you can approach each scenario:

 

Backend Table for Favorites

 

  • The primary table that stores favorite records in ServiceNow is sp_favorite (for Service Portal favorites). In some Employee Center implementations, the table may be sn_ex_sp_st_favorite.

  • Each record in this table links a user to a favorited item (application, KB article, catalog item, etc.), typically via a reference field such as document or similar, and may include a category or type field to distinguish the kind of item.

 

 

1. Top 15 Most Favorited Applications

 

  • Table: sp_favorite

  • Filter: Category/type = "Application" (or the value used in your instance)

  • Group By: Application reference field (e.g., document)

  • Aggregation: Count

  • Sort: Descending by count

  • Limit: 15

 

 

2. Top 15 Most Favorited Applications This Month

 

  • Table: sp_favorite

  • Filter:

    • Category/type = "Application"

    • Created on = This month (use the Created or Created on field)

  • Group By: Application reference field

  • Aggregation: Count

  • Sort: Descending by count

  • Limit: 15

 

 

3. Top 15 Most Favorited Knowledge Articles

 

  • Table: sp_favorite

  • Filter: Category/type = "Knowledge" (or the value used in your instance)

  • Group By: Knowledge article reference field

  • Aggregation: Count

  • Sort: Descending by count

  • Limit: 15

 

 

4. Top 15 Most Favorited Knowledge Articles This Month

 

  • Table: sp_favorite

  • Filter:

    • Category/type = "Knowledge"

    • Created on = This month

  • Group By: Knowledge article reference field

  • Aggregation: Count

  • Sort: Descending by count

  • Limit: 15

 

 

5. Top 15 Most Favorited Catalog Items

 

  • Table: sp_favorite (or sn_ex_sp_st_favorite in some Employee Center setups)

  • Filter: Category/type = "Request" or "Catalog Item"

  • Group By: Catalog item reference field

  • Aggregation: Count

  • Sort: Descending by count

  • Limit: 15

 

 

6. Top 15 Most Favorited Catalog Items This Month

 

  • Table: sp_favorite or sn_ex_sp_st_favorite

  • Filter:

    • Category/type = "Request" or "Catalog Item"

    • Created on = This month

  • Group By: Catalog item reference field

  • Aggregation: Count

  • Sort: Descending by count

  • Limit: 15

 

 

7. Top 15 Most Favorited News Articles

 

  • Table: sp_favorite

  • Filter: Category/type = "News" (or the value used in your instance)

  • Group By: News article reference field

  • Aggregation: Count

  • Sort: Descending by count

  • Limit: 15

 

8. Top 15 Most Favorited News Articles This Month

 

  • Table: sp_favorite

  • Filter:

    • Category/type = "News"

    • Created on = This month

  • Group By: News article reference field

  • Aggregation: Count

  • Sort: Descending by count

  • Limit: 15

 

 

Steps to Build the Report in ServiceNow

 

  1. Navigate to Reports: Go to Reports > Create New.

  2. Select Table: Choose sp_favorite (or sn_ex_sp_st_favorite if used in your portal).

  3. Set Filters:

    • For type/category, use the appropriate value for Applications, Knowledge, Catalog, or News.

    • For monthly reports, add a filter for the Created field (e.g., "on this month").

  4. Group By: Select the reference field that points to the item (e.g., Application, Knowledge Article, Catalog Item, News Article).

  5. Aggregation: Use "Count".

  6. Sort: Descending by count.

  7. Limit: Set the maximum rows to 15.

  8. Display: Choose a table or bar chart for visualization.

 

 

Notes and Tips

 

  • The exact field names for category/type and the reference to the favorited item may vary based on your ServiceNow version and any customizations. Check the sp_favorite table schema in your instance to confirm.

  • If your instance uses Employee Center, the table may be sn_ex_sp_st_favorite.

  • For catalog items, the category may be labeled as "Request".

  • If you do not see the required fields, you may need to add them via the form layout.

  • For optimal performance, consider creating database views if you need to join additional data (e.g., item titles or descriptions).

 

Maik

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