ServiceNow REPORTS

[Apurva127]

In ServiceNow I want report like following,

the sum of number of Incidents, SC Tasks, and Change Requests assigned per Assignment Group (only ITIL group we want in report)
if 0 record is also there then show that in reports.

something like following:

Assignment Group              Incidents       SCTASKs       Changes        TOTAL SUM
               A                                           3                 4                          6                       13
              B                                            4                 5                         2                        11
              C                                           0                 0                          0                       0
              D                                          10              20                         30                     60

How can we achieve this report.
Please give me solution & detailed steps for this.

[Dr Atul G- LNG]

Hi @Apurva127 

What you're looking for is not possible and isn't a valid use case. The reason is that if no assignment group is specified, the system considers it as empty, and it will then appear under the 'empty' type—like I've highlighted in blue

[Bhuvan]

@Apurva127 

It is not possible with this option. In the method we are using, we are reporting on task table where incident, change request, catalog task are extended tables of task table and if you go to task.LIST from Application Navigator, you can see all task related information.

If there is no record in the task table for a specific assignment group [count=0] you cannot report on it. Ideally you should be able to explain this to stakeholders and they should understand it is working as expected

If that does not work, I can think below option but it is not recommended and only for reference

Create 1 dummy entry for all assignment groups you want to see in report in any of the task tables [for example, you can add a new table extended from task and add it in report and create 1 entry for all the assignment groups in the table]

I hope you appreciate the efforts to provide you with detailed information. If my response helped to guide you or answer your query, please mark it helpful & accept the solution. As per community guidelines, you can accept more than one answer as accepted solution.

Thanks,

Bhuvan