Report for priority of incidents

[siddharth26]

Hi All,

I have a requirement to pull the details of the incident whose priority is downgraded.

for example :

if the priority downgraded from P1 to P2 , P3 to P4, or P1 to P4.

so i need the details of those incidents whose priority had been changed and downgraded,

could you please provide any suggestion on this 

thanks

sid

[Maddysunil]

@siddharth26 

I think you can write a script include to get the required incident and return the sysids, And call the script include in report filter condition like sysid in new scriptInclude().functionName()

Sample Script include:

var downgradedIncidentSysIds = []; // Array to store sys_ids of downgraded incidents

    // Query incidents where priority has been downgraded
    var gr = new GlideRecord('incident');
    gr.addEncodedQuery('active=true^priorityIN1,2,3,4'); // Filter active incidents with specified priorities
    gr.query();
    while (gr.next()) {
        var oldPriority = gr.priority.getPreviousValue(); // Get the previous priority value
        var newPriority = gr.priority.getValue(); // Get the current priority value

        // Check if the priority has been downgraded
        if (newPriority > oldPriority) {
            // Store the sys_id of the downgraded incident
            downgradedIncidentSysIds.push(gr.sys_id);
        }
    }

    // Return the array containing sys_ids of downgraded incidents
    return downgradedIncidentSysIds;
}

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Thanks

[Sohail Khilji]

Hi @siddharth26 ,

There is nothing such called getPreviousValue() function. Can you justify why script include ?

[Vishwa Pandya19]

Hello,

Please refer below discussions.
https://www.servicenow.com/community/platform-analytics-forum/how-to-run-report-on-priority-changes/...

https://www.servicenow.com/community/developer-forum/how-to-pull-a-report-on-incident-table-for-prio...

If my answer helped you in any way please mark it as correct or helpful.

[AndersBGS]

Hi @siddharth26 ,

This can be captured by a metric definition for the priority field, but not that this solution requires 3 metrics (one for each priority).

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders