Can I report on when an HR Case is assigned?

Rob Sestito
Mega Sage

Hey SN Comm!

I am looking to see if I can create a report on the HR Case Table - specifically, I need to know if I can do the following:

  • How many Cases were assigned out in the day (today), by rep

So, the report needs to show cases that were assigned today to someone.

Is this possible?

Thanks,

-Rob

1 ACCEPTED SOLUTION

Rob, so far you created a metric based on the assigned to person.  If you want to look at it by group, a metric on the assignment group would be needed.  The same database view should help you.

Also this lab on the developer portal may help you better understand metric reporting.  Of course it is based on Incident, but incident also extends task just like HR Case:

https://developer.servicenow.com/app.do#!/event/knowledge18/LAB0212/knowledge_18_LAB0212_lab_2__repo...

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15 REPLIES 15

Michael Ritchie
ServiceNow Employee
ServiceNow Employee

Rob, Metrics would be the feature to utilize for this type of report.

https://docs.servicenow.com/bundle/newyork-platform-administration/page/use/reporting/concept/c_Metr...

Metrics is a platform feature that will work on any "task" in the platform which HR Case extends.  Out of the box there is a metric that captures the duration of assignment groups owning HR Cases.  You may just need to create a metric to capture the assigned to user of a case too.

Thank you, Michael!

I will check this out - appreciate the info!

-Rob

Lena_Latham
ServiceNow Employee
ServiceNow Employee

The short answer is yes, but you'll first need to create a metric on the Metric Definitions table. If you navigate to Metrics > Definitions and filter the Table column for *case, you'll see that there is already one metric for Assignment Group Duration for HR Case. You can use it as the basis for creating the one for assignee.  

Here's a link to the Docs page for creating a metric: https://docs.servicenow.com/bundle/newyork-platform-administration/page/use/reporting/task/create-me...

find_real_file.png

Now, here's the tricky part...you'll report on the METRIC table. Not Metric Definition. 

find_real_file.png

One other thing, because there's so much security around HR, you may also need to Allow a Restricted Caller access record the first time a Case is assigned. I'm guessing the call will already be allowed because of the existing metric, but check to be sure.

 

Hope that helps!

Lena

Thank you, Lena!

Per Michael's reply, I did find the Metrics definition and create one for Assigned To field.

But now, I need to understand how I can report on this.

Able to assist on that? Am I reporting off of the normal HR Case table, or is there now a metric "table" that I would have to select in order to create a report for what I need?

Thanks,

-Rob