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 

[sushantnrve]

Will this Metric show me old Incident data which are already created

[Andrew_TND]

Unfortunately not, it will only show you the history from the point you implement the  Metric,

If you want a historical view you will need to create something manually from the sys_audit table.

[Dr Atul G- LNG]

Agree with @Andrew_TND  @sushantnrve 

Metrics start working for new records as soon as the metric is created.

[Martin_Hoglund]

Considering that the constraint is that all Incidents where the Channel was set as Self service when created, I think the solution might be to create a new field, where you can then create the report on that field. For example:

Creating a field called "Channel is Self service"* Boolean. So at creation, if Channel is Self service we set it as true, otherwise we leave it as false (this ensure that even if the Channel field changes, we still captured it in the custom field). Then when the report is run, it can be run on the condition:

Channel is Self service I is I True. Showing only the Incidents that were Channel = Self service when created.

This of course means creating a new field, which is always a decision that should be weighted carefully. Normally it's best practice to not add new fields, but I think in this particular use case it's hard to otherwise capture all Incidents that started as Self service on the Channel field. Hope you can find a satisfactory solution to this question, it's a very interesting case!

*Adding a note that this field name is obviously not optimal, and just to show a potential solution to your question.