[ Report ] People worked on incident

bhushan1 · ‎07-07-2015

Dear All,

I need help in creating a report with following criteria,

People names who have worked on an incident irrespective of its current status.

Example - An incident is created with a CI that is not part of my support group. Also, initially the incident is assigned to a different assignment group. As the investigation proceeds, The incident comes to my assignment group and i assign the incident to myself.

I fill in the required updates and pass it on.

So, my role in the incident was to provide updates as required.

I need a report which tells me all the incident on which i have worked on irrespective of its current status, CI or assignment group.

Thank in advance!

Bhushan

Uncle Rob · ‎07-08-2015

Hey Bhushan Bhagwat

I was thinking more like this...

Reporting on Time Worked [Task_Time_Worked] so I can get ANY task type, not just incident.
Don't bother with inc_sys_updated_by - that's just hte last person who touched the incident. Its got nothing to do with historical values. Instead I queried on the User reference in the Time Worked record, which stores the person who processed the time (by being on the form and hitting save)
I'm also grouping by Task, since a time record will be entered for every save. If I update the same record 1000 times in a month, that's 1000 line items I'll have to deal with.

Hope that helps.

View solution in original post

Brad Tilton · ‎07-07-2015

Hi Bushan,

Check out the incident metric table. There is a metric set up by default to track all values in the assigned to field and their length. I think that's your best bet on an existing report.

Metric Definition Support - ServiceNow Wiki

Uncle Rob · ‎07-07-2015

Not often I'd dare disagree with Mr. Tilton, but I think looking at the Time Worked table will get you better results. Any time a user saves a record, it will log an entry with that user's name and ticket number in the Time Worked table. This has the added benefit of capturing work for anyone who's *Updated* the ticket, vs just those *assigned*.

Illustration: A buddy of mine is sick, so I update 4 or 5 of his tickets with new information. I "worked" those tickets, even though I was never the Assigned To.

Brad Tilton · ‎07-07-2015

Good point. I think it just depends on whether you want anyone who touched the ticket or just the people in the assigned to field.

bhushan1 · ‎07-07-2015

Thank You Brad and rfedoruk. Your comments are helpful. However, looks like i am doing something wrong in creating the report. I want a report which tells me how many incidents user - Mitesh has touched. Unfortunately i am not getting any results.