Touch Report Question

[Dave White]

I am a brand new admin with very little ServiceNow experience. However, I am trying to create a touch report for all incidents, tasks, and problems touched by the assignment group, Solution Center. As I want a record of everything touched by them regardless is one of their agents was the last one to touch based on other entries in this forum I am trying to use a report on metric_instance and it appears to be accurate for incidents in a specific time period. However, this does not give me the following data which I need.

- Tasks and problems

- Subcategories of tickets touched

Looking for assistance on if this is the best report to use for my needs and if it is how I can add the additional details needed. Also, as I am a new admin I may need follow up on any complicated responses to this. Thanks in advance.

[Gowrisankar Sat]

Hi metric_instance is the correct table to pull a report on.

But since there are no metric definition for subcategories you were not able to get a list. You might need to create one.

https://docs.servicenow.com/bundle/orlando-platform-administration/page/use/reporting/task/create-me...

[Dave White · Accepted solution]

I was able to work this out using

task_time_worked grouped by Task -> Incident -> Subcategory

Setting the filter on date ranged needed and "User is" for each Solution Center agent

I am good with this as our touch report. 

[Gowrisankar Sat]

nice!