SLA Reporting to catalogue task level.

[Richard P]

Hi,

Trying to run a Report from the SLA table so that our service manager can see what items are breeched and who is to chase.

sounds simple!

we only have SLAs on Catalog Request ITEMS which manage the end to end delivery of services from the SC

we happilg get a list of request items that have breeched.

but within the report i am finding it difficult to retrieve the underlying REQUEST ITEM tasks feilds, in particular the assigned to.

while I dot walk to varying assigned_to fields either

task.assigned to

catalog task fields.assigned to

whatever...it never populates these fields with the data contained in them, they remain blank.

any suggestions, try it yourself? they are blank in the report but populated in the form

[Deepak Kumar5]

Hello Richard,

Since your SLA is on Request item so you will get only the Request items details in report.

To get the CTASK details, You have to create a Database view on SLA and CTASK table and then you can get the your required details.

http://wiki.servicenow.com/index.php?title=Database_Views#gsc.tab=0

[Richard P]

Hi DK.

I somewhat understand what your saying, having read the link you provided, as always its slightly different from the Genevier version were running.

So I tried anyway, but I'm not getting andy different results.

in the database views, I created a new one although there already existed one for SC_TASK to TASK_SLA who's where clause is taskslatable_task = sct_sys_id

assuming this correctly pairs the relationship to the correct record and its related records (the instructions aren't great, tell you what to do, but don't explain what you are doing)

so I have ended up with this...it didnt explain the variable prefix very well...at all!

yet I still cant access the assigned value...What am I doing wrong?

[Richard P]

I think its the where clause

I need the path relationship what links the feilds sla1_? to tas1_?

cheers?

[Richard P]

Still Stumped with this guys, Ive read and read...still getting the same empty fields.

I've created several versions of a database view, trying varying methods to get to this information.

it seems as though it should be simple to just see who a task was assigned to from the request item level.

I even did a language mod on my new view so that the field I want stands out calling it cat task assigned to....I cannot even find that feild under that name, i find lots of assigned to's from the varying tables,,,always they are empty other than the one which sits directly under incident.

help!