Report required for all task, tickets, incidents etc been assigned to a group in a month

[avinash kumar]

We need a report which lists all the incidents, tickets, problem, support ticket etc worked on by a specific assignment group in a month. This report will be most useful to IT Service Desk team which is assigned many tickets and after the initial assessment, they reassign them to some other groups if the requirement is not to be fulfilled by them.

I was exploring if we can use the time worked data for this or do we need to use the historical data for assignment. As this report would be useful if we have more than one groups as well, could someone please give some valuable suggestion.

Regards,

Avinash

[Jamie_douglas]

Hi Avinash,

You will need to create a report on the task table.

Your conditions should be..

Created on last month

Assignment group is "Your 1st Choice"

OR Assignment group is "Your 2nd Choice"

OR Assignment group is "repeat as many times as you like"

Now the challange is, do you want to see a bar chart with a bar for each team, or a bar chart with a bar for each task type, i.e incident problem etc.

I would suggest to start with change the grouped by field to "assignment group" this will give you a bar for each of your assignment group choices.

Then in the stacked field chose "task type" - this means each bar that is shown will be split into colors - one color for each task type.

For more information you can check the tick box next to show grid and hit run.

Hope this shows you the information you are after, if not, let me know whats not right and I will try my best to talk you through it.

Thanks

Jamie

ps. if this answers your question please mark the questions as answered. Thanks

[anselmotoshio]

But in field "Table" if I put Incidents, the report shows me only incidents (obviously) and if I put Task, same thing, only tasks. and, if possible, I want all in one report. Incident, tasks, RITM and requests

Thank you

[cmayers]

Hi Avinash,

Have you had any luck producing this report? We are looking for the same.

Please let me know if you figured it out.

Thanks,

[wightboy]

Hello Avinash,

Echoing what Jamie said, a report will be able to gather all this data for you.

I suggest you apply these filters:

which will give you all tasks types that were created the previous month. (You can easily add more by choosing more "Or" conditions.)

I personally think a list view grouped by the assignment group will be the best way to display the results. It looks like this:

You can click on the group name you wish to expand (the names here are just generic of course,) and more details about them will be shown.

The column headers can be customised to match what you wish to see.

I hope this helps. As always more information can be found on the Service Now wiki, specifically

Reporting - ServiceNow Wiki

Generating Reports - ServiceNow Wiki

Thanks

Nicholas