ServiceNow Catalog and Incident Record Viewer

[Tim Ford]

My Manager asked the following question, I am very new to all things ServiceNow and all its many, many moving pieces.  Ignoring his specific report references is there information I can provide back to him.  My journey has just started supporting this application and I just do not know where to even start with this question.  please help

"Is there a way in ServiceNow to look at a catalog request task or incident as almost a structured file output?  It would be really helpful when building reports to look at a representative ticket to see what the values are in certain fields to use when building filters and such.  For example, I'm looking at making the 'BI IT Report Request Triage' report a little smarter.  Right now this is primarily based on the "Title = Report or Data Request".  If someone changes the title then that request would no longer show on the report, so I want to see what other fields are available to identify the report request type.  If I could pull one of those up and see ALL of the fields on that task it would be extremely helpful"

Sincerest Thanks

Tim

[Steven Parker]

Just in short.....

Reports are powerful and yes variables/fields on task are available as "Variables" when creating reports.  Just 2 examples of tables you can report from that have variables available are Catalog Task and Requested Item for a given SCTASK or RITM.  We create reports all the time from those 2 tables often to get people info they need.  You can choose variables in the Filter criteria for creating the report and you can choose variables as columns in the report itself.

I would say I use the Requested Item (sc_req_item) table more than any other when creating reports.  Typically it seems we look at the catalog item submitted for data more often than other things.  

[Tim Ford]

Steven,

Thank you for your response, I will pass the information on and see if that assists my manager further.

Tim