How can I build a report to analyze tagged tickets?

[ShashiKumaT]

Hello and good day,

I'm a getting to the ropes of doing reports in Service Now. We're currently embarking on new approaches in Incident Management. One of the approach is to tag tickets where a major incident is avoided. I can run a report on the tagged tickets but am looking to go into a more granular level as in who in the team had worked and tagged those tickets when a major incident has been avoided.

I had scoured through the forums and found something about tagging. I'm referencing the label_entry table but am unable to generate anything substantial. Some guidance and tips from the seasoned gurus on here would be greatly appreciated.

My current settings are:

Table: Label_entry

Type: List

Group by: Updated by

Filter Conditions:

Table is Incident

Tags Name

Sort - Updated by a - z

Hoping for some advise and guidance, thanks.

[mhegde1]

Hi @ShashiKumaT ,

Create a database view with Incident and Label_entry table where the "where clause" is table key on label_entry is equal to the incident sys_id:

Please mark helpful/solution accepted if it helps you.

Thanks,

[ShashiKumaT]

@mhegde1  how do I create the database view? Could you provide a step by step instruction? Thanks

[mhegde1]

Hi @ShashiKumaT ,

Please try with the below configuration and check if you get the desired results.

thanks,

[mhegde1]

HI @ShashiKumaT ,

Report on the above Database view table (u_test) and try to see if the results are coming as per the need.

thanks,