Report on Top Incidents Reported using Short Description

[lberthold]

Does anyone have any suggestions for determining what the top issues reported are within ServiceNow? Our incident form doesn't have a ton of meta fields to choose from to help with this. We do use Category and a custom field called Product. But we are looking more to compare the Short Descriptions of incidents to see what times of issues stand out - possibly by comparing and counting similar words. I just have no idea how to go about doing that.

Any thoughts would be appreciated!

Thanks!

Lori

[Robert_Shores]

Due to the different ways that nearly every person can (and does) enter information in free text fields, I would suggest doing something similar to what Peter suggested. I would utilize the "Category" and "SubCategory" fields, and maybe have your analysts/technicians be responsible for filling those out for accuracy purposes. In my experience, trying to report on "short description", any other free text fields, or even having "Other" be a choice on a choice field, you will end up with unusable data. For instance, on a bar chart your x-axis will be forever long with little to no bars.

So my suggestion would be to utilize choice fields, particularly "Category" and "SubCategory" (or possibly other ones).