Change request reporting on Review > Approval Pending
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03-04-2016 01:28 PM
I am looking for tips on how to report on change requests that moved from "Review" to the first "Approval Pending" state.
We track changes that are in Approval Pending by the first business day of the month for our monthly releases. We want report on which changes make it, and which ones went from "Review" to "Approval Pending" after the first business day of the month.
In the "notes" section of the change request, this is recorded, but we have between 50 - 75 changes each month that are tagged for a release. Going through each change request to look for that status change is tedious. It would be nice to be able to run a report with the timestamp for that specific action.
Any tips on how to do that?
Thanks!
Scott Watson
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03-07-2016 03:17 PM
Scott,
If you want a real-time view, you can check the sys_audit table. However please keep in mind that this table can be very large and may be very slow to access. There is also a chance this could temporarily cause slowness for other users as well. When accessing this table please try to avoid accessing it with no filters enabled by using https://yourinstance.service-now.com/sys_audit_list.do?sysparm_filter_only=true. You can setup the filter for the timestamp of the update, the table that was updated, the field that was updated, and the old and new values. Performance issues can be minimized by making the filters as specific as possible, avoiding "contains" queries, and making sure to have a narrow filter based on the created date/time.
As you can see, the sys_audit table is not very user friendly since it shows the sys_id of the record that was changed, and the old/new values instead of labels. A more user friendly approach would be to report on the sys_history_line table. However the sys_history_line records are usually only generated when required, so at any given time would not contain all of the information you need. To get around this you could run a script to force the sys_history_line records to be generated, but this would have to be run every time you want to look at this report.
Here is an example script that would generate the sys_history_line records for all changes updated since 3/1
var gr = new GlideRecord('change_request');
gr.addQuery('sys_updated_on', '>', '2016-03-01 00:00:00');
gr.query()
while(gr.next())
new GlideHistorySet(gr).generate();
Hopefully one of these 2 methods will help you get the data that you need.
Thanks
Brian
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03-08-2016 08:04 PM
You can set up a metric definition that records this change for you.
Then you can report on the metric instances for that definition which will bring a list of desired Change Requests.
One thing to keep in mind is that Metrics will give you data from the date they are activated and you will not get any historic data.
Also, one thing to notice is that post Dublin, they are also known as Assessments
Thanks,
Mayank