Reporting on Catolog tasks for an individual user

KASDIT
Tera Contributor

This question has 2 parts.

 

1. I have built a report of catlog tasks (REQ's/RITM's)  where the only filter I want is to see all the RITM's for the user in the Requested For is equal to "Users Name"

This is important for tracking because in the Service Desk they need a quick way to see if the user calling in has a Request or Request Item for anything. I have found that things like Software Requests which are variable fields, if added to the report for the rest of the other types of requests come back blank.

This means I need 2 distinct reports, one for the users software requests and a separate report for things like onboarding, offboarding, or assest (hardware) requests).

I know enough about writing SQL queries and generating temporary tables to do this if I had SQL Management Studio and that level of access to the tables where I can create any type of table joins I need to pull the data together.

Unfortunately very few people have read only table access in SQL to ServiceNow and I cannot generate custom data sets like this. Is there a solution to this problem?

The Second part would be hard to do depending on the number of users in our ServiceNow Instance.

I want to now take that data set which I am going to call a "Report" and apply this report to a dashboard with an Interactive filter. The idea is  that the report pulls and or caches all the data for the RITM's and I can use and Interactive Filter on the "Requested For" not "Requested for" (those apparently are 2 differenet fields) so that I can Interactive Filter on the name of the person / user I want to see all their requests or catalog items for.

I am not sure if this makes sense or not. I am looking for this as a solution because anyone can use the general search in the upper right corner of service now, but it bring back too much useless data waisting time when agents on the service desk have an active call going with the user.

1 REPLY 1

JaeggerLegane
Kilo Sage

You should be able to report OOTB on the Requested For field for software requests.

I think you're using the wrong dotwalkedd field perhaps?
When you dotwalk from request item.requested for, you'll indeed get a blank value.
If you however dotwalk from request.requested for, you'll get an actual value.

Below a screenshot from my PDI to demonstrate:

JaeggerLegane_0-1705265303326.png

JaeggerLegane_1-1705265334589.png

As long as you use the correct mapping (request.requested for) in your interactive filter, the filter should work.

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