Report reference column

[FotinaG]

Hello Guys!

Do you know if it is possible to use dotwalking and show columns from incident_sla table if report is created based on incident table. I need to be able to assign tickets to group and user to assigned to, thats why i need to use incident table.

The same i have to do on sc_req_item.

I tried and checked firleds in filter however i cant find columns i need or create dotwalking.

I need Business elapsed percentage, Business time left.

Want to know if it is possible in report?

Thank you!

[Dr Atul G- LNG]

Hi @FotinaG 

No, you need to create a database view of Incident and SLA table or use the OOTB database view where the Incident and SLA tables are joined. Then you can create the report based on that database view.

https://INSTANCENAME.service-now.com/now/nav/ui/classic/params/target/sys_db_view_list.do%3Fsysparm_...

[Brad Bowman]

Base the report on the task_sla table, then you can filter on task.task_type is incident, etc and choose SLA columns or dot-walk to task, even selecting fields that are only on the incident table.  Another approach if this doesn't meet your needs for some reason is to create a Database View between the incident and task_sla tables, but this will show one row for each SLA for each incident, so it may appear to be repeated data.   

[FotinaG]

Hello Guys,

Thank you so much, yes, it is good idea, but if i use task_sla, non admin user still cant assign tickets via dashboard to groups/agents. And it is needed so coordinator can assign tickets from dashboards directly.

Do you think Database view will not block these possibility to assign tickets via dashboards?

Thank you

[Dr Atul G- LNG]

Hi @FotinaG 

Ticket assignment should always be done through the list or form view, not from the dashboard. The dashboard is only meant to display data and progress."