Create a report on Incident based on Channel changed

[sushantnrve]

Hi Team,

I want to create a report in service now for Incident. It should show all Incident where the Channel was set as Self service at first when it was created . It should show all Incident even if channel was changed afterwards . 

Regards

Sushant 

[Dr Atul G- LNG]

Hi @sushantnrve 

It’s 100% possible. You can create a metric on the Incident table, specifically on the Channel field, to capture changes made to that field. Then, you can create a report based on that metric, and you’re done. For reference, check out-of-the-box (OOTB) metrics to get an idea.

[sushantnrve]

Hi @Dr Atul G- LNG will this metric show old data also which Incident are created in past ? or only show data for future incidents 

Thanks for your help

[Andrew_TND]

Hi @sushantnrve - The best way to achieve this would be to set a metric on the field and report against that. (Unless you already have one) 

If you already have one you need to report on the metric_instance table and filter on your metric definition to give you the results.

Please mark has helpful or if its resolved the issue - CORRECT! 👍

[Ankur Bawiskar]

@sushantnrve 

I agree with Atul here, you can create a new metric to track changes for Channel field

Define a metric 

If my response helped please mark it correct and close the thread so that it benefits future readers.