Static values vs dynamic on ticket request

curiosity
Kilo Contributor

‎10-05-2023 04:35 AM

Hi all, 

Recently we started to work with ServiceNow and for reporting purposes I need some help to understand how we can refer to requester location, country for already closed tickets, if with a time requester has moved to another location and in his HR profile this information is updated accordingly. So, if I am triggering report after 5 months his location will not be any more Canada (when he was an employee in Canada) - it will reflect current one USA. Is there any way to make this field static on the form or there is maybe other fields which are defined user location/country can be used. Thanks in advance for  support!

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Susan Britt
Mega Sage
Mega Sage

‎10-12-2023 08:57 AM

I have not encountered this business need, but my first thought is you'd have to store in custom fields on the tickets when it's created the requestor's location, country, etc - not a dot-walked field showing those values, but field actually populated with the value at that time, so you can report on what it was at that specific time of the ticket creation.

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