Need help in creating an Off Hours Incident report.

[pattimayers]

I'm trying to create an Off Hours Incident Report capturing tickets logged during our specific off hours time range of 4:00pm (CST) and 7:00am(CST) along with selecting the filter 'Off Hours is True'. Currently on Fuji release and not having any luck being able to filter down to our specific off hours to ensure I'm not missing any tickets where the 'Off Hours' box was missed being checked. Thank you, Patti

[Chuck Tomasi · Accepted solution]

Hi Patti,

If I understand right, you want to list incidents that were opened/created between those hours.

It also sounds like there is some sort of checkbox that is maintained (by a business rule perhaps, or manually) that you can report against.

If that's the case, your report might look something like this:

Reporting - ServiceNow Wiki

[pattimayers]

Yes, that is correct. But, now do you how any recommendations on how I get this to be a daily or weekly scheduled report without being based on specific dates, but only time of day?

Example: I'm wanting to schedule the report for the last 24 hours or last 7 days to provide me a list of incident tickets Created at or after 04:00:00PM AND Created at or before 07:00:00AM.

And maybe it's not able to be scheduled and can only be ad-hoc.

Thank you,

Patti

[Chuck Tomasi]

Hi Patti,

Did you say you had an "after hours" checkbox somewhere on that record (either on the form or not)? If so, you could use a business rule to keep it up to date (e.g. if the record was created between the hours you indicate, check that box.) You could even make it read-only so human beings don't change it.

Now your report becomes "Show me all the incidents created in the last 24 hours with the checkbox. Pretty simple.

Let me know if you need more detailed help.

Business Rules - ServiceNow Wiki

Business Rules Best Practices - ServiceNow Wiki  

[pattimayers]

Yes, there is an "Off Hours" checkbox for after hours. I will look at the business rule your recommend and will let you know if I need further assistance. I'm still a novice at the reporting and haven't looked at creating business rules yet, but I'm confident I can learn it.

Thank you very much,

Patti Mayers