scheduled reports to send to assignment group managers when the tickets are unassigned

[bhanu27]

Scheduled reports to send to assignment group managers when the tickets are unassigned or assigned to field is empty, how can we achieve it, please help me.

[AnveshKumar M · Accepted solution]

@bhanu27 you can include this report too, follow all the steps as is except Step 3: Mail Script.

Copy the sys_id of your report then in Step 4: Notification replace 

${mail_script:ag_unassigned_incident_report}

With

${report:reportID:YOUR_REPORT_SYSID}

This will include your report as PDF attachment in the notification email.

Please mark my answer helpful and accept as solution if it helped you 👍✅

[Anubhav24]

Hi @bhanu27 ,

By tickets i am assuming you mean incidents , then in that you can create a report on incident table and then add the filter conditions of assigned to is empty.

After saving the report you can schedule a report to run it periodically sample below :

Just make sure if you are scheduling report you need to send a link as well too see the live data.

Refer below URL:

https://developer.servicenow.com/dev.do#!/learn/courses/utah/app_store_learnv2_reportanalytics_utah_...

[bhanu27]

Hi @Anubhav24 ,

scheduled reports to send to assignment group managers when the incidents are unassigned or assigned to is empty

if unassigned ticket count for that assignment group is 5 or more.

How can we achieve, may be script under schedule job reports possible? can you please help me on this.

Thanks.

[Anubhav24]

Hi @bhanu27 ,

There is a field reassignment count you can use that to put it in condition as Reassignment Count is greater than 5.

I think to do some calculations you can use Function field as well :

https://docs.servicenow.com/en-US/bundle/vancouver-now-intelligence/page/use/reporting/task/configur...

[AnveshKumar M]

Hi @bhanu27 

What is the frequency of this reporting you want?

You want this mail to be triggered immediately on unassigned count reaching 5 or more?

OR

At particular time in a day? Or repeated intervals in a day?

Please let me know I'll try sharing the script for the same.