We've been working through a Service Now implementation for roughly 4 months. All of the core/foundation configuration is complete. We have built over 75 Service Catalog items. Everything seems to be moving in the right direction.
Now that I have been able to correct all of our bugs and defects, I decided to spend some time building reports.
Incident Related Reports - Check
Service Catalog Related Reports - ?!@ What huh?!@ I can't report on Variables within a requested item?
Being a sensible person, I didn't expect there to be any trouble creating reports. Instead, I find out that reporting on the variables within a Requested Items is nearly impossible WITHIN the Service Now platform.
Can someone please explain to me if there is a way to get this done? This isn't a difficult request. This is a common process that pretty much every company using Service Now needs to be able implement. The Service Catalog itself is somewhat defunct without being able to report, run metrics, and get good data OUT of the tool.
So far, the implementation partners that we are using have not given us any helpful information. They have recommended the following:
"You need to create tables with the variables as the fields…..
Then write business rules to populate the fields…You'll have to create a table per form (only way unfortunately). Then populate the value in the variables to the fields on the table. Also, on that table you need to have a reference to the request and the requested items…
(This could be a lot of hours of work depending on how many forms you have)
Also it could be hundreds of scripts."
This is unacceptable that a Enterprise Solution that costs as much as Service Now to not have the ability to easily create (I want my end users to be able to do this if they want) reports based on Requested Item variables.
Any assistance would be appreciated.
