Reporting on RITM Variables and Task SLA fields

[ShaidaC]

Hi,
I am trying to create a list report in ServiceNow that displays both RITM (Requested Item) variables and Task SLA fields (e.g., Business elapsed time) as columns. I have attempted using database views, dot-walking, and data sources, but have not been successful. Also followed some guides on the community but no luck.

I was able to bring the variables in the table cells but our requirement needs the variables as columns of the table.  Any help would be appreciated.

Thanks,
Shaida

[Ankur Bawiskar]

@ShaidaC 

you need to join the other 2 tables as well to see Variables as Column sc_item_option and sc_item_option_mtom

this KB explains it well

Show Variables of a Requested Item in the list view 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[ShaidaC]

Hi @Ankur Bawiskar ,

According to the mentioned article I can get the Variables and their values in the table cells. But as I mentioned before, I want RITM Variables as column names.

[Ankur Bawiskar]

@ShaidaC 

I doubt that's feasible.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[ShaidaC]

Hi,

We actually figured out a workaround that did the trick for us. 

We created two new fields on the RITM table to store the variable values we needed. Then, we set up an After Insert Business Rule to populate those fields with the corresponding variable values whenever a record is created.

After that, we built a Database View between the RITM and Task SLA tables and used those newly populated fields to bring in the RITM variable data, along with the Business Elapsed Time field from the Task SLA table.

It might not be the best practice solution, but it worked for our use case and allowed us to get both RITM variables and Task SLA fields in the same report.

Regards,
Shaida