Report on Incident table

[Joshuu]

Hi All,

We have two links on the resolved incident notification to the user as below.

Click here to reopen the incident

Click here to close the incident

As soon as the user clicks on these links an email template will be opened and once user replies to the email the INC will be reopen or close accordingly based on the inbound action.

Is there a way that we can take a report in ServiceNow like the count of the incidents for which user has responded through email for resolving or closing the incidents by clicking on these links? If yes, how can we achieve that?

Could you please assist.

Thanks & Regards.

[Danish Bhairag2]

Hi @Joshuu ,

To achieve this what I can think of is creating a database view on incident & email logs table where u can filter the data based upon email type as received & target table as incident.Reason for database view is to access diff fields from the incident table as email logs table will just provide u the incident number.

Or u can directly create report on email logs table with the same filter type as received & target table as incident.

U can add some additional filter to it stating body contains closed or reopened(depending upon wht actually contains in that body) or subject containing closed reopened.(kindly verify the recieved emails u will get a fair idea on wht exact filter can be applied).

You can try the above method u should get numbers for which users have reopened closed incidents

Thanks,

Danish

[Jaspal Singh]

Hi Priya,

Well will be bit complicated as this will need join multiple tables to report on. As a suggestion, since these are inbound actions, you can create a field on the incident form (may be a checkbox field named Response by email) and the logic can be in the inbound mail action to set it to True when user responds.

Once done you can use this field for reporting.