Incident Touched by a Team

[siddharthso]

I am working on data analysis of incident and I want data of incident from servicenow with below conditions

1. It was not assigned to a Service Desk team and not resoved by Service Desk team but touched by Service Desk

2. I was assigned to Service Desk team and not resolved by Service Desk team but touched by Service Desk team

Can anyone help how to pull these data from servicenow?

[joshuajacks]

The best way to capture that specific circumstance is to set up a metric that captures it as it happens. A scripted metric definition that queries the "sys_history_line" table would work. Metrics don't capture data historically so if you are looking for that data with your current data set then you will need to build the query and file yourself. If auditing is enabled for your incidents, then you can query the audit details for the conditions you mentioned. You could also set up something using platform analytics. The main point is that if you haven't been gathering this data already then, it's not easy to retroactively capture the details. 

Here's the documentation on custom metrics:

https://www.servicenow.com/docs/r/platform-administration/ai-platform-administration/c_SampleFieldVa...