Major Incidents

[Nomava Ntaka]

Dear Community

I have been tasks to report on major incidents that have been down - graded. How can I do this? which field can I use to show these?

thank you in advance

Mava

[Jason Monzo]

Hello Nomava,

I recommend creating a metric definition of the "field value duration" type that tracks changes to the field you use to distinguish major from non-major incidents.  You can then use the data in the metric_instance table to identify incidents that were downgraded and when they were downgraded.  It might be beneficial to create a database view that contains the incident and metric_instance tables.

Metrics:  https://docs.servicenow.com/bundle/london-platform-administration/page/use/reporting/concept/c_Metri...

Database Views:  https://docs.servicenow.com/bundle/london-platform-administration/page/use/reporting/concept/c_Datab...

Regards,

Jason Monzo

[Nomava Ntaka]

Hey Jason

Thank you for the reply, do I need an admin role to perform the above or? I cannot see any metric definition as a PA_admin and report_admin

[Jason Monzo]

Hi Nomava,

You do need the admin role, or someone with the admin role, for this.  The admin will also need to make sure pa_admin and/or report_admin can read the metric_instance and metric_definition tables and the database view, if you choose to create one.

Regards,

Jason Monzo