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]

OK I understand now.   What release are you on?   Istanbul includes a new feature where it logs a record in a many to many table for record producer reporting:

Service Catalog release notes

Basically a record is created in a new table called Item Produced Records with a link between the record producer and the generated record.

If you are not on Istanbul then what you could do is create a custom field on your sc_task table and populate it with the record producer so you can then report on it.

[dankipping]

Awesome, thanks Michael!

It seems that the report mentioned in the release notes (located in 'Service Catalog > Request Reports > Created by Record Producers') is only available in the Enterprise product? My organisation uses Express.

Nonetheless, I should be able to create a solution using the rest of the information you have given me.

I will report back!

[dankipping]

HI there Michael.

Unfortunately, I'm still having a little trouble with this - can you please detail how I might go about creating a custom field in my instance's 'task' table? This seems like the only option I have, but I'm stuck after navigating to System Configuration > Table Management > Manage Table > Task.

Appreciate your help,

[Michael Ritchie]

Daniel, you can navigate to System Definition\Tables and then search where name = task to edit the Task table.   Then open the task table, In the Columns section, click the blue New button.   Set the type to reference, column label to Producer or whatever you want to call it, reference Specification reference to Record Producer and then click submit.   Then in your record producer script make sure you are setting this field to the SysID of the record producer.