I would like to create a ServiceNow report that shows every ServiceNow interaction by my team.

[B Y1]

Hello ,

I would like to create a ServiceNow report that shows every ServiceNow interaction by my team. This includes all RITM/SCTASK/CHG/INC responses, work notes, item creations, moving items between queues, assignments, closures, etc. I have created reports that show the items which are owned by my team members but we frequently comment on items, move items, and assign items, or close items that we do not own. I want to see all activity so that I can get a feel for how much the team is interacting with ServiceNow and review all the comments that are being made (or not). Can you help me create an activity report like this? I do not know which tables contain the necessary data.

Thank you

Bhanu

[mattystern]

Hi Bhanu,

Since this spans multiple tables on different structures, it's not the most trivial metric to capture. You may be able to use sys_ui_navigator_history for this. This is all navigation history. It will likely not be the most accurate, as someone could click around to different pages without interacting with a particular record, but it could act as a baseline.

You could try then to combine it with another option. One option is just to use the main Task table. This will not track when a work_note or comment is logged though or the move through queues. You may be able to combine this with Assessments > Metric Definitions > Metrics to gather more insights based on what metrics are setup in your instance.

Finally, Performance Analytics is quite powerful if you are licensed for it. You'd have to try and setup indicators and run historical jobs, so there a lot more setup work here.

Hopefully this information helps you on your way!

-Matt