Reporting on historical data in ServiceNow

[KASDIT]

I hope I am asking this in the right forum.

If I use the general search on the top right side of the ServiceNow window for Incidents and pick a random incident and open the incident. I can view all the work notes in that incident on the order they were added, meaning that somewhere in ServiceNow, there are history or log tables that make sure the notes with date, time and the users name/id that made the note are stored. If not, then I would not be able to look at the notes for any random incident in the past.

I need to build a report where "First Assigned to SD" is the main filter so the incident started at the Service Desk assignment group.

If the Service Desk decided to escalate the incident to another team, I need to pull into the report, whom the person on the Service Desk was that last handled that ticket or the person that re-assigned the incident to the next team for resolution.

The data is there, how do I report on it?

[Maik Skoddow]

Hi @KASDIT 

there is no simple answer for that, as it depends on the enabled features in your instance and your rights. A common approach is using Metrics data. But this is only possible if Metrics was activated before. See the answer in the following question for more information: https://www.servicenow.com/community/developer-forum/need-help-to-build-a-report-by-incident-history... 

Maik

[Dr Atul G- LNG · Accepted solution]

Hi @KASDIT 

I need to build a report where "First Assigned to SD" is the main filter so the incident started at the Service Desk assignment group.

Give a try to metrics. You can do script to make it.

[KASDIT]

Thank you both Maik and Atul,

I believe this is the solution, but in our environment, the Incident Metric table is restricted to only users with Snow Admin level access, even though I have ITSM Reporting, as well as ITIL, Service Desk and Deskside access.

I am not sure if this type of restriction is part of the "vanilla" ServiceNow or a customization that our Snow Team requested.

It seems a little difficult at times when I can search for Incidents, Interactions, Knowledge Articles and see all the fields pulling them up, one by one, but then when reporting access to the data is requested, everything is restricted to admin level users. I mean I can see the data, just cannot report the data.

Its just something I have to deal with in our environment.

[Dr Atul G- LNG]

Hi @KASDIT 

Its not SNOW .. its SN or ServiceNow

Please try to get the access , metrics will make your life easy. These restriction not come with Vanilla I am sure.