Report on Assignment Group status on previous months end

jhferry3 · ‎06-23-2015

I am new to ServiceNow but getting quickly up to speed. I am trying to go back in time and find out what incidents were not resolved at the end of each month but having a hard time.

This is what I am using:

Type:
Table:
Group by:

I don't really care about the view type, I am just looking for something by State that show where each Assignment Group was at the end of the month. So that would be all Incidents not closed or resolved. Is this possible?

The Machine · ‎06-23-2015

Hi John,

It sounds like you need to run a report on incident metrics. Double check and see if you have metric definitions for those fields.

That report with the respective definitions for those fields should give you what you need.

Hope that helps!

Mike

trdaniels · ‎07-24-2015

What do you think about this?

shashankjoshi · ‎07-24-2015

Hello John,

I don't think so you will get the report of incidents states of last month in current month.

by the report shown by troy you will get the data of incidents opened on last month but not resolved till date.

So you have to run the above report on every last day of the month to get the exact details of incidents which are opened on the same month and not solved in that month. (modify the opened condition)

also I would suggest to add stacked field on the above report to "incident state" so that your requirement of state will also get satisfied.

Mark Helpful/correct if it satisfy your query.

Regards,

Shashank Joshi

The Machine · ‎07-24-2015

The table you are looking to report on is the Incident Metric table.

What you do is you set your filter to the Definition is Incident State Duration (I believe). and "Created (mi_sys_created) is last day of the previous month. The "MI" is the metric instance. So you can filter all tickets for last month using these filters and metrics and it will tell you where that ticket was at last month.

Trying to run a report as suggested above will show the state of the ticket now, but not then. Thats where the metric definitions and metric instances come into play to aggregate that historical data.

Hope that helps!

Mike