Missing data from reports on TASKS
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‎04-02-2015 08:18 AM
When I'm running reports my TASK's are not showing location, caller, and state. The fields are on the form. They pull in on reports for Incidents. The field is there but nothing is populating. I'm able to manually add them but wondering why they aren't automatically populating.
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‎04-02-2015 08:24 AM
Hey Joel,
Are you saying that you can see Incidents that have location/caller/state, but that the same incidents listed in a task report do not show those values? Are the cells just null?
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‎04-02-2015 08:32 AM
When a report/filter is generated the values don't come through. Here is an example. You asked if the value is set to null. Where would I find to change that value?
Joel Christensen
Sr Help Desk Analyst
IT Support Services
(651) 213-4611
JSChristensen@hazeldenbettyford.org
on: http://www.hazelden.org/HAZ_MEDIA/HBFF_50_height.jpg
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If you are experiencing a technical issue or have a request for I.T., please contact the Help Desk at 651-213-4785 (or x4785) or use the ServiceNow Web Portal<https://hazelden.service-now.com/>.
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‎04-02-2015 08:44 AM
Hey Joel,
All kinds of problems going on here. First, many of the things you're looking at in that list aren't Incidents (ie. anything that doesn't start with an INC). Those tasks won't have the same properties as incidents, such as caller or incident state.
So this issue goes a little deeper than just the columns on a list view, but how you structure your task infrastructure. There's a major architectural discussion to be had here.
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‎04-02-2015 08:50 AM
If you want a single column to show "who the ticket is for", you'll need to talk to your ServiceNow lead. OOB, the Task table doesn't have one. You'll be in good company if you think that feels illogical, but ServiceNow doesn't make assumptions on how different task types are consumed.
Location and state will be a little easier for your SN lead to tackle. Task comes with a Location field so at worst a business rule can be used to reconcile a task location with a location from an extension table. State might need a bit of work because you'll want your incident.state field to align pretty perfectly with your task.state.
Happy to have a discussion with your SN lead if need be.
