Missing data from reports on TASKS

[joel46]

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.

[joel46]

Location is what we mainly need. So you are saying a business rule could be created to have the location be automatic when a filter or report is generated. Maybe I should rephrase my question. Location is on my Task and Incident form and is populated. The problem is when a filter of report is pulled location is not visible within a TASK but is seen on an Incident.

[Uncle Rob]

It seems to me that the problem is less about your incidents and more about whatever those other tasks are (very likely catalog tasks from a request item).   You need to find out from your SN lead (I might be incorrectly assuming you're not the SN lead) why those tasks are not assigned a location.   Its very likely that they aren't given a location because of an architectural issue I mentioned earlier: Task (the base class of work) does not have a unified "who this is for" field.

In the interim, you may want a separate report run only on sc_task that shows the sc_task.request_item.request.requested_for and the sc_task.request_item.request.requested_for.location.

Happy to have a discussion with your SN lead if need be.

[joel46]

I'm the ServiceNow person. Unfortunately I'm very new and trying to learn as much as possible. Maybe I wasn't totally clear on my question or intent. Location field is populated on the form within TASKS and Incidents. The problem lies is when a filter or report is ran that data elements doesn't show up. If I go into the location area of that TASK I'm able to manually add in a location then it sticks. Basically in a nut shell I want it to come across the TASK form where it is populated. Does that make sense?

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

Be of Service. Be IT.

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/>.

[Uncle Rob]

Hey Joel,

I appreciate where you're coming from.   That's not where the problem is though.   If the field is being populated on the form, but the field is not displaying in the list view, then you're either (1) not populating the location field as you think you are or (2) not populating the same location field you think you are.

Grab one of the tasks from the list view you're showing, find the location field, then right click-> show.   Take a screenshot of that.   Do the same thing on the Incident form.   Drop both screenshots on this thread and we'll take a look.

[joel46]

Here is the screen shot for Incident

001.png@01D06D44.96A36A00

Here is the TASK

002.png@01D06D44.96A36A00

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

Be of Service. Be IT.

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/>.