ServiceNow Report - How to monitor the ticket temporarily managed by my team

[Chia_92]

Hello everyone!

I need your help to set up a report in ServiceNow. We want to know how many incidents have been temporarily managed by my team, but not resolved by it.

I tried to use the table "Incident_Metric" and the Definition "Assignment Group", but I noticed that incidents are counted multiple times if they have been reassigned to my team more than once. I have made several attempts but I cannot find a way to configure the report so that it will show me the count of incident and not the reassignments.

Does someone know how I could set up such a report?

I also read online that someone use the filter "Keyword" to identify incident touched, but I could not understand how this filter works.

P.S. I am not a ServiceNow Admin, so my permissions are limited. 

Thank you in advance, every suggestion will be much appreciated.

Best regards,

Chiara 

[J Siva · Accepted solution]

Hi @Chia_92 

You can get the incident count by using "Count distinct" aggregation on incident sys id field.

PFB.

1. List of records from incident metric table. In this sample I'm going to check the temporary assignment count for "Service Desk" group.

2. Create a report on "Incident Metric" table. This shows the total number of times that particular incident was assigned to the service desk.

3. Changing the report type as "Single score" and using "Count distinct" aggregator on Incident sys id field.

Hope this helps.

Regards,

Siva

[Chia_92]

Hello Siva,

thank you for your instructions. I confirm that the Aggregation with "Count Distinct" worked, even with other type of charts. I had to switch to the new UI to see the Sys ID among the aggregator options. 

Best regards,

Chiara

[J Siva]

Glad to hear that it helped.