Report creation - Number of tickets ITSD escalates to other groups(say 3,4 groups)

[nitin51]

Hi All,

I want to create report with following details, could you please help.

Report creation - Number of tickets ITSD(one of assignment group) escalates to other groups(say 3,4 groups) per month. for incidents and request..

[Rahul Kumar17]

Hi,

Sure, here's an outline of the steps you can take to create the report you need:

1. Go to the Reports module in ServiceNow.
2. Click on "Create New Report".
3. In the "Report Designer" page, select "Incident [incident]" and "Request [sc_request]" tables.
4. In the "Available Fields" section, search for "Assignment Group" field, and drag and drop it to the "Group By" section.
5. Then, search for "Escalation" field, and drag and drop it to the "Values" section.
6. Click on the "Filters" tab and select "Assignment Group" in the "Filter" dropdown list.
7. Choose the "is" operator and select "ITSD" as the value. This will filter the report to show only incidents and requests assigned to the ITSD group.
8. Click on "Add Query" and repeat steps 6 and 7 for each of the other 3 groups you want to track escalations to.
9. Click on the "Columns" tab and add the "Incident State" and "Request State" fields to the report.
10. In the "Date Range" section, select "Monthly" for the "Type" and choose the desired date range for the report.
11. Finally, click on "Save" to save the report.

This report should show the number of incidents and requests escalated from the ITSD group to each of the other 3 groups you selected, broken down by monthly time intervals.

Thanks,

Rahul Kumar

[nitin51]

Hi Rahul,

Could you please explain Step 5 

and also in escalation field, i can see option choice like normal ,high, medium ,low