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?

[march]

Hi Paul,

Totally agree with you, however, here the requirements were a bit different.

The title is indeed a bit confusing and when we talk about purely touched ticket, then metric using the assignment group do the trick (as long as you don't allow people updatng a record without assigning it to himself/his group - but in reality, i see a lot of case were another team just update a ticket with additional information without willing to take ownership of that ticket -> is that considered as touched ).

In this case, the solution is already customized, and with the metric proposed, you will not capture when escalation has been rejected for example.

The ideal solution for Carl would be to be able to capture multiple value in the same metric (for example: What was the "Requested escalation Team" when the escalation request was "rejected"). I don't see directly an easy way to capture that and at the same time allow him to easily report on the data. Do you see one?

But on the principle, i agree with you, let's first try to achieve the outcome using OoB feature.

I remember when i follow my Sys Admin (almost 6 years ago), the teacher said:

---> Remember this: This is not because you CAN develop the solution that you HAVE TO develop it (meaning, let's try first to configure it).

Marcus

[carlh]

Well I have learned a ton from this thread!

Since I hijacked it, I can't set the "correct answer"

Here's my plan.

I'm going to try the Metrics as the majority of the group agrees this is the right thing to do and it's OOB which I like to stick to where I can figure it out.

Meanwhile, Marcus gave me exactly what I asked for and even showed me a working example of it on a Dev Instance!

I really appreciate all of the input and being able to "talk this out" on this community.   It's awesome!   Thank you.

[RajNow]

Suggestion from march above will surely do the trick, however be careful as this table could grow in size for reporting over a larger period of time. Performance analytics is the best way to handle such timeline reporting. There are quite a few cool changes in Helsinki as well as Istanbul which will make reporting dashboards awesome.

[carlh]

Thanks Raj,   I am not in the position to pay for additional features at this point.