Report on "last update" by "assigned to"

[captainpugwash]

Hi All,

Hopefully the title explains what i'm trying to do correctly, I'd like to setup a report to easily identify when the "assigned to" hasn't updates the case for x day's.

I've played around with "updated" but can't seem to separate updated by "caller" and "assigned to".

I've also had a play with "updated by" but didn't have any luck there either,

Appreciate any help I can get!

Ben,

[Pradeep Sharma]

Hi Ben,

You may find the below link helpful.

http://wiki.servicenow.com/index.php?title=Metric_Definition_Support#gsc.tab=0

[captainpugwash]

Thanks Pradeep,

Any tips on how I would write a cript to show the time since last update by "assigned to" on active cases?

B,

[mikecorkery]

The link from Pradeep is not relevant to what you are asking.

If you have access to the Reporting module in ServiceNow, I found a basic way to flag cases not touched in 2 days. Sadly, SN reporting is far less configurable than Salesforce. Last Updated time cannot be measured relative to Now, so I had to use the following conditions (you need to repeat for Tasks or INC or whatever ticket types you use):

Assigned To.Manager | is | your username                   (obviously if not creating at manager level create per user reports)

Active | is | true

Last Updated | before | Yesterday

or

Last Updated | is empty

I group it by Assigned To, so the report groups tickets by Assigned to username. You can use Scheduled Reports to send it as an Excel file to your team every morning automatically.