Report on after-hours and weekend activity

[brando]

All,

For some background to this request...I am putting together a proposal for onsite after-hours and weekend service desk staffing in our 24/7 operation. Currently, calls are forwarded to service desk staff that are in an on-call rotation on top of their normal business hours. We also have some needs from time to time for onsite staff for non-service desk related issues during the "after-hours" time, including weekends.

For my justification, I would like to add Incident and Service Request tickets opened after a specific time in the afternoon but before a specific time in the morning. In addition, I need to report specifically on the same for weekends. Basically, any tickets opened between the hours of 6 PM and 5:00 AM for the last year, as well as any ticket opened on Saturday and Sunday.

I know how to report on date ranges with the 'Opened' criteria, but I don't see how to report on a specific time range within a date range or to specify weekends only.

Any help would be appreciated!

Thanks,

Brando

[ewilks]

I have the exact same issue.   The great part is that ServiceNow has a super cool System Scheduler application, where you can put in all kinds of different schedules for weekends and holidays and all kinds of stuff.   You can even make a schedule a child of another schedule.  

The downside is that I can't find any information as to how it works, whether you can turn schedules off or on, why you would want to make a schedule a child of another schedule or once you got the whole thing set up, what you would do with it.  

[matthew_magee1]

I found this article, it worked wonders:

https://community.servicenow.com/thread/160326?q=Report%20range%20by%20time

It helped me create a pivot table that lists all INC PRI1/2 tickets created after hours and on weekends for the last 365 days