SNOW Filter to identify the incidents that were auto resolved by system and later assigned by engg,

balarpm
Giga Contributor

I want to create a SNOW Filter to identify the incidents that were auto resolved by system and later assigned by a specific person in his name. Idea is to find the incidents that got auto resolved before an engineer takes any action.

 

2 ACCEPTED SOLUTIONS

Dr Atul G- LNG
Tera Patron
Tera Patron

hi @balarpm 

 

1st, it is not SNOW, it's SN or ServiceNow. 

2. As per my knowledge of OOTB, Auto closure is available but not resolved. Is something configured by you/the team?

To do this, need script 

1. To run query to find all incidents which are auto-resolved and assigned to is empty 

once you get this you can create a metric to find to whom the incident is assigned. 

 

https://www.servicenow.com/community/developer-forum/how-do-i-find-incidents-where-resolved-is-befor...

 

https://www.servicenow.com/community/developer-forum/how-to-identify-the-auto-closed-incidents-from-...

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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View solution in original post

balarpm
Giga Contributor

Atul,

 

Thanks a ton for your inputs. 

View solution in original post

2 REPLIES 2

Dr Atul G- LNG
Tera Patron
Tera Patron

hi @balarpm 

 

1st, it is not SNOW, it's SN or ServiceNow. 

2. As per my knowledge of OOTB, Auto closure is available but not resolved. Is something configured by you/the team?

To do this, need script 

1. To run query to find all incidents which are auto-resolved and assigned to is empty 

once you get this you can create a metric to find to whom the incident is assigned. 

 

https://www.servicenow.com/community/developer-forum/how-do-i-find-incidents-where-resolved-is-befor...

 

https://www.servicenow.com/community/developer-forum/how-to-identify-the-auto-closed-incidents-from-...

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

balarpm
Giga Contributor

Atul,

 

Thanks a ton for your inputs.