Metric - Updates to cases per person

[sanjeevkalia]

Hi All,

I want a new Metric to be created within ServiceNow   that tracks updates to cases per person.

I want to apply this to the task table so that all task records can be reported against for this metric. It would be good if this metric can be applied to existing records retrospectively.

Is this possible via a custom script?

[BenPhillipsSNC]

Hi Sanjeev,

What you are describing sounds like what we record with the audit history. Please give these a glance and let me know if that might be something helpful for your situation:

Turning on Auditing (History) for a Table - ServiceNow Wiki

Understanding the sys audit Table - ServiceNow Wiki

Viewing a Record's Change History - ServiceNow Wiki

Viewing History Sets - ServiceNow Wiki

[Michael Fry1]

While you can build your Metric off the Task table, the Metric could become very large and slow to access and report on. I'd recommend you split across the oob tables. Same issue with reporting on the sys audit table, it's extremely large and to hard to report off of.

Here's a metric that will work, regardless of which table you set it up on:

Results look like this:

Maybe this will work for you.

[sanjeevkalia]

Hi Michael,

Thanks for your response. It does what it is supposed to do pretty well.

Actually The above only runs is changes are made to additional comments field.

I want to track every change to the task record.

For eg - changes made to category should be captured, and changes made to assignment group should also be capture. Pretty much every thing. The metric should not be bound to just one field.

So, what I did was that I set the value for field = updated. Because updated is a field that will always be updated if a change is made to the record.

But this does not result in any records to be generated.

[Michael Fry1]

Metrics use a field that gets captured in audit history. Updated doesn't get captured. Could it? Not sure, something I was also working on, but did not finish.

If you go to the ticket, show History and look at the data populated, those can be used in Metrics.