How to report on involved Groups or Users?

[conmic]

Hello dear ServiceNow Community,

Is it possible to generate reports on the TASK table to show groups or users that were involved in a record?

Meaning if our Network group was involved somewhere, the task-record should show in the report. Same goes for a users, if (s)he was involved in a task-record, it should show up in the report.

Thank you and

Kind Regards,

Michel

[march]

We address this by reporting on the Metric table, basically, we copied the out of the box "Assigned to Duration" metric to the task table (the out of the box metric is defined on the incident table).

Now, each time the assigned to filed is filled in with a process user, an entry is created in the metric table, allowing us to know who worked on what task.

For this to work, you need to make sure that this task is assigned to the user working on it.

BR

Marc.

Ref: Metric Definition Support - ServiceNow Wiki

[conmic]

This helps, but it also needs me to set it up before I can report... everything back in the past is not recorded.

Is there no other possibility?

[marcguy · Accepted solution]

the only other way to do it on historic records would be to use sys_audit and focus on the elements of assigned_to and assignment_group

a query such as this would give you last 90 days:

https://xxx.service-now.com/sys_audit_list.do?sysparm_query=fieldname%3Dassigned_to%5EORfieldname%3D...

The other way might be to use the method I talk about here and generate sys_history sets for your records then build a report on sys history for incidents, the difference is the values returned in there are much nicer than the sys_ids your going to get from sys_audit

Reporting on CI Changes - Using History Sets

One word of caution when dealing with either is if you've got a very large instance, this is going to take a while and could even cause some degradation whilst your transaction is hogging resources, so I would try to focus on specific dates, fields and do a fair bit of testing in sub-prod instances.

Hope some of that helps anyhow.

[conmic]

Thank you, it helps a bit, but it's really not easy to use. Especially not when you want to give the report to the managers, so that they can change and execute it by their needs.

In our old system I could search the records with 'action taken by' and then specify a group or a user. This functionality seam to be missing a bit here. I'll try to setup metrics for the future and if needed I can still try and extract data with your method.

Thanks!