Anyone knows, how to breakdown on HR Agent. Default OOTB Agent breakdown doesnt work

[Alexander17]

Hi all,

I have a request to breakdown our HRSD / HR Manager PA reports on Agent level. By default, ServiceNow delivers a breakdown called Agent. But this breakdown has a source whereby hardcoded is looking to all people within the user story that are on department HR.

We do not have that kind of department. Does anyone had a similar request? Anyone knows how to setup this break. which table the best way is to use as source. Maybe group member table? The only problem we have with that is that some of the agents are in multiple groups. 

I hope someone is able to help. Just using the user table is not an option. The system crash (see screenshot below).

[SANDEEP28]

@Alexander17 In HRSD, all agents will have "sn_hr_core.basic" OOB role.  You can remove department condition and role condition as below  in "HR.agent" breakdown source

Also make sure that you have proper configured breakdown mapping for target table under breakdown

I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

[AndersBGS]

Hi @Alexander17 ,

Actually a good solution provided by @SANDEEP28 - I would suggest you go with this.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[SANDEEP28]

@Alexander17 If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

[SANDEEP28]

@Alexander17 If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!