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 

I was thinking along the same lines. You can use incident tasks and also try using task templates. This way, a short description can remain standard, and you can build the report based on the task as well.

[dbook]

"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. "

Sounds like you may not have configured Services and Service Offerings within the CMDB? If so, that would be where I would start. You can than use the OOB fields like Business Service, Service Offering and CMDB_CI to categorise incidents and drive reporting. 

[Nikhil Khatri]

This is screenshot for OOTB Resolution information, configured Services and Service Offerings within the CMDB is not the case we are looking at.