Open states missing in reporting from Task table

[ielmadani]

Hello,

I'm trying to create a report from the Task table to show any tickets in "New" or "Open" status.

When I use my filters, I can select the "New" status several times, where each corresponds to a different type of ticket, but I can't do the same for the "Open" status. I only have one option in my drop-down list.

This "Open" status corresponds to the "Catalog Tasks" ticket type, but I'd also like to be able to see the "case" or "incident" ticket types via the Task table, but their "open" status isn't available.

I am certain this was possible before but isn't available anymore. Is there a way I could fix this and make them available again?

Thank you in advance

[AndersBGS]

Hi @ielmadani ,

If you just create the report which the condition state is one of and then select all new and open state, it should give you below result including a lot more:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[James Chun]

Hi @ielmadani,

I believe each status choice represents a value.

However, some choices share the same value even if they have different labels.

If there are choices that share the same value, it will just show you the label of the parent table which is the Task table in your instance.

For example, if we search all the status choices where the value = 1, you will see the following:

You can see that many tables (Task and its child tables) share the status choice of value 1 but with different labels (new, open, waiting etc)

And if we use the filter of (State is Open), you will see that there are records returned in various states.

Of course, it's ideal that the values do not overlap in various tables, but unfortunately, they do OOB.

So, even if you use the filter (status = open or status = new), your report may not be correct in some tables.

Instead, it would be better to create individual reports on each table rather than a single table. (or use Active = true if it's feasible)

Hope it makes sense, cheers.

[Sumanth16]

Hi @ielmadani ,

Please refer to below thread:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0639093

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda

[ielmadani]

@AndersBGS @Sumanth16 @James Chun 

Thank you all but unfortunately this does not work. After checking, all the statuses for the Task type case are missing when creating a report based on the Task table.

They do show when I execute following query:

But I can't exclude the statuses I don't wanna see or only show the statuses that I want because they are not available in the dropdown list which is weird. Any idea how I can make them available? The statuses available are for following Task types: Incidents, Change, Request and Problem. But statuses for case are simply missing even thought they are showing up in the report..

Thank you all