Can you easily pull downgraded incident tickets in ServiceNow?

[Nick Lozano]

Hello,

Can you easily pull which incident tickets have been downgraded? Would this only be able to be used when SLAs are used?

[Community Alums · Accepted solution]

Hi Nick, 

There are ways that your ServiceNow admin teams can help you retrieve this information from the audit table if it's for a one-off exercise. 

If this is for an ongoing reporting requirement, I'd suggest that you add a field to the record (though not to the incident form) called "Incident Downgraded" that is either True or False, and would be False by default. You can then ask your ServiceNow admins to write a rule that automatically makes that field "true" when an incident is downgraded. 

This would then allow you to easily report on those tickets. 

Hope that helps
Mike

[AndersBGS]

Hi Nick,

Another suggestion could be to do your report requirement from the incident_metric table post creation of a metric definition.

You can read more here: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0827908

If my answer have helped you in achieving your goal, please mark my answer as helpful or/and correct answer.

Best regards

Anders