Generate report based on service catalog item name?

[dankipping]

Hi all!

Our Service Desk is in the process of building out our Service Catalog in Express. We are using two "catch-all" catalog items (which create Catalog Tasks) that handle requests that do not have their own catalog item.

I'd like to run a report each week to see what our Service Desk is logging through these catalog items, though. The purpose of the report will be to identify common requests we didn't account for in our initial planning for the catalog, so we can then make dedicated items in the catalog to handle these.

My question is: how do I report on these two items? I can run a report that will show me all of the catalog tasks that have been opened for a 7-day period, but I only want to know about records created by these two particular catalog items. Is there a way to do this?

I hope this makes sense? I'm happy to provide any additional information.

Kind regards,

[Michael Ritchie]

On the Requested Item table there is an attribute called Item which is a reference to the service catalog item table.   You can create a report where item equals the item you are concerned with.

[dankipping]

Hi there Michael,

Thank you for such a prompt reply! Unfortunately, those filters alone did not return any records:

Now, forgive me if I've made a glaringly obvious mistake here, but I'm certain all these filters are saying is "Show me a list of records opened in this month that were generated using the "Provision something" or "technical assistance" items"?

That makes sense, but I think the problem is that these items generate catalog tasks. 'Item' is not in the Catalog Task table, so perhaps I need to find a different way?

[Michael Ritchie]

Daniel, I am confused then.   When your service desk go to the catalog what are they choosing?   I would assume some sort of catalog item and when they do the item value in the Request Item should be populated.   The workflow of that item then generates tasks.

I would suggest you go through the process as a service desk technician and request one of these items.   Then go to the Requested Item list and sort descending by updated and see if the one you just created is at the top of the list and check the item value of that record.

[dankipping]

Thank you Michael.

The way we have those particular items set up is a little unorthodox, I imagine. As I noted, they directly create catalog tasks (records prefixed with 'TASK00xxyyzz'). It does not create any request item records. These are record producers. I can understand your confusion, as I did refer to them as catalog items above - I meant that only in the sense that they are found in the 'Catalog' area of our ServiceNow instance. My apologies.

So, what I am trying to achieve here is a way to make a report generate a list of the records produced by *only* those record producers.

Thanks for your help thus far!