Can I report on Incidents Caused by Changes?

[niall]

Hi,

We are in the early stages of implementing a Change Management process in ServiceNow. I'm coming up with metrics we can use to measure the outcomes of the process.

I've seen that I can link Incidents to changes (see screenshot below). I would now like to report on Incidents caused by changes (can be as simple as a list of all incidents caused by changes).

I've had a look at the reporting for Incidents and Changes and can't find any way to link the 2 or filter my incident list to only show those related to a change.

Any help on this would be greatly appreciated!

[niall]

Actually I think I've figured it out. If I report on the Incident I can used the 'Caused by change' field to get some useful results. Any other advice appreciated!

[Jake Gillespie]

Hi Niall,

It looks like you're on the right track to reporting on Incidents caused by Changes. In your Incident report, I would suggest adding "Group By" and selecting the "Caused by Change" field. This will give you some results on how many Incidents were caused by specific Changes.

Also, if you need to do any joining between table records to assist in reporting (usually not needed if there is a reference field between the two), you can use Database Views.

Regards,

Jake