Incident PA Reports

[Neel Sheth]

SN PA Community,

I am looking for some assistance with generating the below reports.  I suspect that I need to use PA to collect this data and create some metrics to report on, but need some direction.  I hoping that someone out there has worked on a similar report and can help.

We have both a Service Desk and a Clinical Service Desk that answer our IT support line and open Incidents.  I am looking to report on the following:

1.  Need to know how many incidents were opened and resolved by the Clinical Service Desk with details of types of incidents (ie. based on CI).

2.  Need to know how many incidents were opened by the Clinical Service Desk, but needed to be reassigned to other teams for handling (potentially seeing how many times that incident got reassigned before it was ultimately closed and by which assignment group including the CI's).

3.  Need to know how many Incidents were opened by either the Clinical Service Desk or the Service Desk and got bounced around between the 2 groups.

4.  Need to know how many Incidents were sent back to the Clinical Service Desk or the Service Desk by other assignment groups.

Thanks!

[Abhay Kumar1]

@Neel Sheth 

1. You can create usual report with multiPivot type report where row based on Ci and column on state plus use filter to get records related to Servicedesk.

For other, you can check Metric Definition module, is there anything related to change in assignment group captures, if not you can create one.

This captures each and every changed in assignment with start and end time.

So you can use metric instance table to populate remaining all reports.

If you try to use PA, then also you need data and that is metric definition which can help you to achieve your requirements.

Hope this will help you.

[Neel Sheth]

Hi Abhay,

I tried the multipivot report before, but the challenge was identifying the Incidents opened by my ServiceDesk, as I have to manually select each agent, which is not the best, as their is agent turnover.

[Tsura Andreeva]

have you tried using  a filter as 'created by'  'is one of'  'javascript:new groupMember().getMember("YourGroupName");'

[Tsura Andreeva]

Here is the original link that talks about the code:

https://www.servicenow.com/community/itsm-forum/how-to-report-on-incidents-opened-by-a-particular-gr...