ServiceNow Report

[Nikhil Khatri]

Dear Community Members,

Hope you all doing great,

i have a very common situation, let say i am using Using OOTB Incident Management and their are no new fields configure on the Incident Form, The Agent is resolving the Incident and it is updating the data and the resolution information notes would be updated with this information as example (Attached jpg)

System ab = 5
System xy = 8

Total fix done = 13

now the request is that in given month how many system are fixed by a team. Can their be dashboard, Report or any ServiceNow relevant solution to show the data. 

I did some google and chatgpt, some suggestion already available, below are the most frequent inputs coming

option 1

1. Set Up / Add a Custom Field

2. Parsing data from resolution note 

3. Creating report, BAR Chart or Line chart

option 2 

Alternative use excel or Power file to create reporting from the Incident extract

I am reaching out to how you all managing the solution, what are best practices that can be implemented.

Thanks 

Nikhil  

p.s. Screenshot for the resolution information 

[Dr Atul G- LNG]

Hi @Nikhil Khatri 

The point is how the team is storing these values:

System ab = 5
System xy = 8

Total fix done = 13

It means that unless there is any field, either new or existing, that indicates how these values are stored, reports can't be built. Please provide that information, mate.

[Nikhil Khatri]

This is screenshot for OOTB Resolution information 

[Dr Atul G- LNG]

Thanks @Nikhil Khatri 

Sharing the screenshot is helpful, but this is a bigger issue because you're currently storing this information in a string or text field, which makes reporting difficult. We can retrieve the details, but it will just be raw data, and you'll have to manually process and add it.

To address this, we need a dedicated field for this data. Alternatively, if these details can be integrated into the CMDB as suggested by @dbook , we could then use affected CIs or impacted services to get the count more efficiently.

[Nikhil Khatri]

Thanks for insights Atul, i know it is bigger issue, hence reaching out to the community 🙂 

some addition insights 

Also the suggest option dont deemed fit as they are used for the purpose, the action perform by an agent is split into serveral outcome and for this it is bit limited option, i can alternatively look at task and do further drill down but it is more effort at agent level.