Reporting (Priority Changes & Time Taken)

ryan_coleman · ‎11-14-2023

Hi Guys,

I'm new to ServiceNow Reporting, and I'm looking for a bit of support.

1, I'm trying to report on when a Priort changed from High > Critical (With a Time stamp if possible)

2, I'm also trying to report on how long a call was assigned to a certain team.

Example: Call came in which was assigned to (ServiceDesk) > How long before being Transferred to Assignment group (E-commerce)

Any assistance would be much appreciated.

Kind Regards,

Ryan Coleman

Dr Atul G- LNG · ‎11-14-2023

Hi @ryan_coleman

you can create a report on a metric table.

For 1st you need to create a metric and then you can create report.

For 2nd one, are you talking about Incident or other record.

This is also part of metric table.

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

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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View solution in original post

Dr Atul G- LNG · ‎11-14-2023

Hi @ryan_coleman

you can create a report on a metric table.

For 1st you need to create a metric and then you can create report.

For 2nd one, are you talking about Incident or other record.

This is also part of metric table.

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

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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