Searching tasks/ritm for username and/or application name

[brianthompson]

I am looking for a solution to easily search Tickets within ServiceNow for the following auditing purpose:

A ticket has multiple Users and/or Applications that were given access.   Since the ticket only has one section for requested for, it is difficult to search tickets where multiple users are mentioned on a single ticket.   This info can be entered in various different areas:

1. Excel attachment

2. Variables section when user enters from Catalog.

3. Worknotes area

4. Short Description

5. Description

6. etc.

I know how to easily search keywords in Short Description and Description fields but am wondering if possible to perform a search that will also scan through Attachments, Variables section, and/or Worknotes.

Thanks,

Brian

[rohantyagi]

You may have to join multiple tables to find this information. Like you know how to query incident table for keyword on Short description and description you can do the same on fields in tables. Variables are stored in table: "sc_item_option_mtom". Attachments probably in sys_attachment or more. But i don't think this is the will be a reliable solution since the user or application name can appear in etc... how many different areas would you search. I think this is more of a governance and process issue, you need to redesign how people are requesting access to applications.

[brianthompson]

Thanks Rohan,

I guess to simplify this request a little, does anyone know of a way to run a report that would search through Worknotes of Task tickets.   In our environment, we work almost exclusively in Task level for any access requests.

I was able to create a report that can search the Variables fields, but no luck finding something that will search Worknotes.

Thanks,

Brian