The ServiceNow wiki offers the information needed to learn how to create a report —
- Outputting RITM variables (that are not in Variable Sets)
- Filtering, Grouping By and Stacking by Variables, including variables that are in Variable Sets
https://wiki.servicenow.com/index.php?title=Reporting_on_Service_Catalog_Variables
However, ServiceNow does not yet have the functionality to output or filter on variables from Variable Sets.
When you aren't offered the variable/question you need for the report, then it must be in a "Variable Set".
Example: Two different catalog items both ask the user to choose a computer operating system with the question "Select a Platform"; the options are "WIN" and "MAC". That variable is in Variable set called "New Computer Form" — that Variable set is used in both catalog items. Assignment Group managers would like to create reports for computer requests and output the operating system requested — but cannot get the "Select a Platform" variable/question output on the report.
Work Around A: Create multiple reports that filter on the various values of the variable/question needed.
Create a report that filters on "Select a Platform" being "WIN" and a report filtering on "MAC". Since the variable for that question is included in a Variable Set that is used on both catalog items, both kinds of RITMs will be reported on both the "WIN" report and the "MAC" report.
Work Around B: Relate Variables Set variables to an new dummy catalog item
It might seem to make sense initially to simply relate Variable Set variables to an existing catalog item — until you double-check that catalog item afterward and discover that those variables now appear twice on the catalog item: once where you originally placed the Variable Set and now additionally elsewhere, probably at the top of the catalog item. Plus, you can relate a variable to only one catalog item but you can report on it
regardless of what RITMs you are in the filtering; you then have to remember which catalog item it is related to when you want to output it on a report.
However, relating Variable Set variables to a new dummy catalog item allows the reporting form to "find" the variables without adversely impacting any existing catalog items.
First: Create a new dummy catalog item and relate the Variable Set variables to it that are needed in reporting.
- Catalog Item Definition:
- Name it and optional value the Short Description.
- Uncheck "Active" to make the catalog item inactive and eliminate it from any search results.
- Don't value any other fields on the catalog item.
- Setup:
- In the menu for Service Catalog — Catalog Variables, select "All Variables".
- Search for the "Question" that needs to be output on reports or the "Variable Set" containing the question/variable. Value "Cat item" with the new dummy catalog item created above.
Next: Output Variable Set variables related to the dummy catalog item
- Note: User needs "catalog" role to view request items, which includes RITMS & R-TASK variables (in an independent of Variable Sets)
1: In the "Available" window, find and click once on "Variables +". A new plus icon "+" will appear between the "Available" and
"Selected windows. Click once on that new plus icon.
2: In the "Available" window, find and click once on "Variables +". A new plus icon "+" will appear between the "Available" and "Selected" windows. Click the new plus icon once. In the resulting Catalog Item window, search for and select the catalog item needed. In this example, the dummy catalog item is "HMK Variable Set Variables For Reporting".
3: The "Available" window now lists the Variable Set variables related to that catalog item.
Filtering on Variable Set variables that are now related to the dummy catalog item
1: Select "Variables" for "choose field".
2: The next field changes to "Select Item" — click on the magnifying glass search icon to the right, and search for and select the catalog item. (#2 in the prior section has details on this if needed.) The 3rd field is "select a variable" — click the search icon to choose a variable.
3: In the example below, "Select a platform" occurs across multiple catalog items, but is not valued on all RITMs. To report only RITMs where it is valued, the filter can be done as an "OR" for each possible value, or as an "is not '—None—". This trick will list all RITMs regardless of the actual catalog item or variable value. Grouping by "Item" will segregate by catalog item if desired.
