How to create a report for Problem and Problem Task tickets

Will London
Kilo Explorer

‎10-13-2019 02:04 PM

Hello SN Community...

Looking to find out how to create a report for Problem and Problem Task tickets closed by due date? Is this possible? We have been working through the filtering options but unable to figure it out...

 

Regards,

Will

 

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Adam Stout
ServiceNow Employee
ServiceNow Employee

‎10-18-2019 04:59 PM

Since Incident is a 1:M with Problem and Problem Task is a 1:M with Problem, you have an issue getting from Incident to Problem Task.  On the Problem side, you start with Incident and dot-walk to Problem.  Optionally, if you don't need the Incident info, start with Problem and use a Related List Condition to get the qualifying incidents.

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Will London
Kilo Explorer

‎10-21-2019 05:13 AM

Thanks Adam for your response. I am not sure I understand what you are saying but possible I was not clear. We are trying to report on year end metrics for Problem and Problem Task tickets being closed by due date set. I am not sure what "Related List Condition".

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Adam Stout
ServiceNow Employee
ServiceNow Employee
In response to Will London

‎10-21-2019 11:39 AM

1)If you are reporting on the due date, normally, we want to report on resolution SLA for those records.

2) Related List Conditions can be found here (it is available for conditions on the Report Designer but not the legacy Report Builder): https://docs.servicenow.com/bundle/newyork-platform-user-interface/page/use/using-lists-v3/task/crea...

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Giles Lewis
Giga Guru

‎10-21-2019 01:52 PM

Filter for Problem Tasks Closed Before Due Date:

Closed is more than 0 Hours before Due Date

Filter for Problem Tasks Closed After Due Date:

Closed is more than 0 Hours after Due Date

 

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