Newbie questions: How to keep track of all the tickets that passed through our group?

[titus]

ServiceNow only keeps track of Originiating Group and Assignment Group.   Does it also keep track of groups who "touched" the ticket?

[carlh]

Thanks March!   I'm going to give this a shot.   In your idea, if the incident was "escalated" more than 1 time, would you create a record for each time?

In other words, the first time it goes in to "pending" we create the record.   Then, we set the Status to Accepted or Rejected.   What about when the next team is requested.

Example, First it starts with our Support desk, Then they request escalation to our Systems Admin and they accept.   Then, It's determined the reporting team needs to work on this.   We would want to request escalation again.   I wouldn't want to update and over write the initial escalation.

Would it be multiple records that could be shown on a related list on the Incident record?   For the report, would you "Group by" Incident# on a list view?

I appreciate your time.   Thanks again!

Carl

[carlh]

It just occurred to me, I'm going to need a script for this as well to create the record.

[march]

I would indeed create one entry per escalation requests and add a related list to the incident form.

To know how many time an Incident was reassigned in general (without the dimension per team), i would just use the OoB "Reassignment count" field.

For the more detailled report, it depends a bit on the information you want to get out of your report. But i would look at it tonight (out of my working hours - i'm in Europe) and create a prototype for you on my dev instance.

You will then have the necessary piece to start with.

[march]

Hi Carl,

Please follow me, so i can send you a private message with the details of my dev instance.

BR

Marcus

[The SN Nerd]

While it can be fun to build a custom solution, it is generally better in the long term to use OOB where the capability exists.

In this instance metrics solves this requirement::

1) Create a metric definition for 'assignment group' field of field value duration

2) Create a report 'records that my group has touched' on table 'metric instance' where

+Definition is (definition created in step 2)

+Add fields ID and value

+Filter where Value = group1 AND group2 (where these are your groups)

+You could also report on duration touched if you wished

You can now see all incidents that your group has touched