How to track ticket template usage?
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‎03-16-2010 11:08 AM
Greetings all!
We are interested in hearing how different organizations track the usage of incident ticket templates. We would like to analyze what templates are used on a regular basis. We would like to populate a field by the template to record its usage, but would rather not have that field viewable on the ticket creation screen. Any ideas?
Thanks!
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Incident Management
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‎10-31-2014 05:19 AM
My company are also looking at options for tracking the use of templates across all Tasks. Has anyone done this/have any suggestions.
I was thinking along the lines of adding a hidden field to hold the template name and another to hold the date used in the TASK table. Then use a business rule to add the relevant details to these fields when a template is used.
My first stumbling block is that I don't know how to track the menu action of adding the template? An anyone help with this?
I'm sure I can get this working if I knew the event name or ui action triggered here.
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‎11-03-2014 02:36 AM
I found this link http://www.servicenowguru.com/system-definition/advanced-templates/
It is what I've been looking for regarding this. I hope this helps
