Tracking Template Usage in the Incident Table with Template IDs

[Seth_I_D_]

Hoping this is the right forum/topics, but I am inquiring into how we can track the Templates our team uses in ServiceNow Agent Workspace and their usage. Attached you'll find the image of the Templates we are attempting to track.

I've done a lot of research and believe I have the request I am going to send my team. That said I wanted to see if anyone had additional detail on this to provide our team or any words of advice. Also, would like to confirm new Templates would get tied into this automatically since this work is based off the Template IDs, which I believe already exist OOB.

1. Create a custom field on our incident table to store Template IDs.
2. Create a business rule to store Template IDs on the incident table.

With those two requests done, I am assuming we would then be able to report on and filter with a new, "Template ID," option that would be available when Reporting on the Incident Data table. Would love to get more specific details on this that folks may already be using to flesh out our request with more information for our team.

Here's some of the articles I've been researching:
Create template table reference field in incident table
How to populate custom 'Template' field on incident table with name of template applied
Identify if an incident was created from a tempalte

I know some of the above are referencing templates in the toggle template bar, which I've been informed is different.

[Maik Skoddow]

Hi @Seth.I.D. 

unfortunately your approach will not help you for building the requested reports. You will need an individual table with two reference columns: Template & Incident.

As such a table is a typical M2M table you can create it without charging your custom tables as M2M a free.

To learn more about M2M tables I recommend watching the following video: https://www.youtube.com/watch?v=p6qcJO76eC4&list=PLkGSnjw5y2U5jTsF7i2yRZPdk3lm88SN8&index=24

Kind regards
Maik

[Seth_I_D_]

Thank you Maik for your quick response! Very helpful but it doesn't solve my case. I will watch this video to learn more about the Many-2-Many tables. I have used Multi-Pivot tables which sound similar, but I appreciate this video that will help get me up to speed on M2Ms.

Can you think of an easier way of tracking Template Usage for users in AgentWorkspace where M2Ms are not needed? If not and this is the best way, any documentation or posts with details you can think of for tracking Template Usage?

We have contemplated using the Keyword search but it has many more limitations, and are planning to focus on incidents that are route forwarded. This is why we hoped creating the custom field and business rule for Template ID would make it readily available to filter against within Incident and Incident_Metric tables.