Track requests submiited through service channels

Khyati Panchal1
Tera Contributor

My requirement is:
I want to collect the data of the requests submitted through different service channels for reporting for specific date range.
 

As if ; data showing how many requests are submitted through email or phone or chat , etc. 

1 ACCEPTED SOLUTION

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @Khyati Panchal1 

 

There is no field on RITM called Channel, if you have something similar you can create report. Here is incident sample

AGLearnNGrow_0-1725630046343.png

 

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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View solution in original post

3 REPLIES 3

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @Khyati Panchal1 

 

There is no field on RITM called Channel, if you have something similar you can create report. Here is incident sample

AGLearnNGrow_0-1725630046343.png

 

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Hemanth M1
Giga Sage
Giga Sage

Hi @Khyati Panchal1 ,

 

Use Contact Type on the sc_req_item (if your populating it)

HemanthM1_0-1725630640428.png

Create a report/Use table filter (if its one time)

Group by on "Contact type"

HemanthM1_1-1725630873682.png

 

Hope this helps!!!

 

 

 

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025

Valid answer and thanks @Hemanth M1 

 

I just search with Channel not as contact type, thanks for inputs. 

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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