Create report on Incidents upgraded to P1 or downgraded from P1 to lower Priority

[MP7]

Hello ALL,

I need to create a report -specific to any Incidents upgraded to P1 or downgraded from P1 to something else

I did the following:

1. I created Metric Report>Metrics --> Definitions --> New
with the following criteria
See screen shot

2. Created new Report using Incident Metric Definition=Priority
See screen shot

How can I narrow this report to show upgrades to P1 or any downgrades of P1?

thanks much

[Tony Chatfield1]

Hi, the metric data you are recording is the current priority of a task, not a change in priority.
The metric definition functionality has access to the 'current' task record but I don't think you can get 'previous' values so may not be able to record 1 entry per priority change (at least not without a bit of messy scripting) .

A simple fix would be a custom text field on your task table and a before BR that sets a string IE
'Priority Upgraded to P1 from P3', you could then generate metrics for this new field.

[Sharath Allam]

Hi,

Add a flag(Boolean type) field to an incident table and write a business rule 'after update' that sets the flag when 'priority' changes from "P1 to any" or "any to P1".

Then create a report where it shows only records whose flag is set.

Field: Flag

Type: Yes/No

Business Rule:

When: After Update

Condition: Priority Changes

Script:

current.flag=false;

if ( (previous.priority == 1 && current.priority > 1) || (previous.priority > 1 && current.priority == 1 ))

{

    current.flag=true;

}

Report:

Select type of report you want.

Filter:

Active is True

Flag is True

If you want to show priority upgrade incidents and downgrade incidents separately, then change the flag type to int and set 1 for upgrade and 2 for downgrade and 0 otherwise.

current.flag=0;

if((previous.priority > 1 && current.priority == 1 )

    current.flag=1;

else if( (previous.priority == 1 && current.priority > 1)

   current.flag=2;

Report condition:

flag is not 0

group by flag

Please mark as 'Accepted Answer' if this solves your requirement.

Thank you,

Sharath Allam,

Kaptius - ServiceNow Premier Partner.

[Eddie5]

Hi all,

Please create report as per below screenshot, mark this answer useful if this helps.

[Tony Chatfield1]

@Eddie5 , reporting on core system tables may result in platform performance issues and this is not a best practice solution. The appropriate approach is to record the data as a metric, or via additional table field and report against this.