Downgraded Incident Capture in Report

[royat12]

How to capture only those tickets that were downgraded from different priorities with some basic info like from 'Priority 1' to ''Priority 2' and by whom & when, in a report format?
This info is however available in worklog, and stored in incident_metric. Just want to know is there any easy way through query / script.
Any inputs would be helpful.

[ravi1_tandon]

Hi,

I have used this in the background script for some testing, however the same logic can be used in the business rule to fetch the desired result and insert in a custom table and use the custom table for reporting or can be used as a schedule job. This is specific to show records for Incident table only.

Hope this is what you were looking for

=======================================================================
var gr = new GlideRecord('sys_history_line');
var q1 = gr.addQuery('set.table','=','incident');
var q2 = gr.addQuery('field','=','priority');
gr.query();
//gs.print (gr.getRowCount());
//gs.print ('OLD Value'+" "+'New Value'+" "+ 'Updated By');
while (gr.next())
{
gs.log(gr.set.getDisplayValue());
gs.log(gr.old);
gs.log(gr.new_value.getDisplayValue());
gs.log(gr.user_name.getDisplayValue());
gs.log(gr.update_time);

gs.print("------------------------------------------");
}

[daimeon_pilcher]

Thanks for posting this response but I think what most are looking for is how to do this in the reporting module.   At larger organizations the Administrators don't know reporting in the system, and the report admins don't have admin access.

[sir8]

How is this done in service now?