Report to look for P2 incidents

[pramodkumar]

Hi All,

I am looking to create a report to find p2 incidents even if the priority changes at anytime. Just a report to capture priority changes of incident if it is ever marked as p2.

Thanks!

[Kai Tingey]

You could try and capture it with a metric definition.

Here is a thread similar to your need, you can probably use this and adjust accordingly

https://www.servicenow.com/community/developer-forum/priority-duration-metric-calculation/m-p/187828...

you could also try something like the below with a database view with sys_audit and incident, however I found when i tried something similar that it was painfully slow and i didn't want to risk impacting performance on the instance.

https://www.servicenow.com/community/platform-analytics-articles/audit-report-for-user/ta-p/2299541

[AndersBGS]

Hi @pramodkumar ,

1. Create a metric definition for priority

2. Definition should look like:

You can afterwards create a report based in the incident_metric table:

With the following conditions:

If you want to limit the metric captured in the metric definition, a javascript can be added to the definition itself.

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

Best regards

Anders

[pramodkumar]

I need to find all incidents if ever it is a P2. The current priority can be P2 or the current priority can be P1, P3 or P4 but it was P2 previously

[Kai Tingey]

Anders solution will fit your needs. 

The metric definition will capture all priority changes on the incident record, so you can report on all where the priority is 2 and it will show you any incident that spent time in the state of priority = 2.

e.g. this is a similar definition we have for assigned to duration, you can see this one incident was bounced around a bit (by me, to use as an example) and it's capture everyone who spent time assigned to it. same principal will work for priority.