Reporting on Variables

[dlemasurer]

I have some  Variables on our supprot portal specfically for getting more infomation at the point of the issue being raised, hwoever once the Incidet is created I'm not able to report on thses fields meaning the additional data is usless.

[Shahed Shah1]

Are you referring to a Record Producer being used in the Service Portal (e.g. Create a New Incident)?

If so, the variables values for records created from a Record Producer are stored in the question_answer table. This is the table you would want to report on. Please see my answer to this thread Reporting on Service Catalog Variables for more info.

EDIT: Oops. Gave the wrong link. Updating with the correct link.

[dlemasurer]

Thanks Shahid,

Yes that's correct sorry I should have clarified that I have a record producer on the portal that's capturing very useful information on the Incidents to allow faster resolution of the issues, and I have created a basic report off the question_answer table however it's not really of much help because it's not associated with the Incident data, what I need is the QA Variable fields on the Incindet reports I use.

So is there a way to link these two tables with the Incindet ID and the Table sys ID of the Question_Answer record so I can view both data sets together in a ServiceNow report?   (Ideally without purchasing performance analytics)

Regards

Dan

[Shahed Shah1 · Accepted solution]

You don't need PA. All you have to do is create a Database View connecting three tables:

• Incident
• question_answer (connects the variables to the incident)
• item_option_new (these are the variables)

There are two fields on the question_answer table that you need to utilise so that you can link it to the incidents:

• table_name (name of the target table, i.e. incident)
• table_sys_id (sys_id of the incident record)

Then you can create a Report on this database view like you would do on a table

[dlemasurer]

Thanks Shahid,

That's what I needed to know!   Much appreciated.

Regards

Dan