Priority Incidents Report

[DAT8383]

Hello,

How would I create a report that would show how many Priority incidents (3 - Medium & 2 - High) are paged to our team, in addition to try and show their relevancy or appropriateness of those Priority incidents?

The ServiceDesk takes a ticket and assigns to our team as Tier 1 Support and has the ability to page us depending if it affects patient care or not. We receive the ticket and depending on if it's a "how to" ticket, we might resolve it, or if it's a break/fix, we reassign to the next team, which is Tier 2 (the break/fix team).

I'm reaching out for assistance because I'm unsure how to account for the Priority tickets that are paged to us, and we have a hand in working the ticket, but aren't the team that always resolves the incident, so how can I create a report that shows our volume of Priority incidents that are paged to us being Tier 1 support, that we don't always resolve but that we touch/have a hand in the ticket resolution/analysis, AND also show what the incident is about? Time period is over the last year.

I've created a few reports, but not liking what I've come up with. Any ideas?

[Aditya Raute]

Do you have a reassignment count stored on incident table? Perhaps you may use that.

[DAT8383]

Hi Aditya,

I do actually, I pulled that column to view in the report 🙂

~ D

[JP - Kyndryl]

Hi D,

You can then do a report with the incident_metric database view.

Replace the Value in the Conditions with the group you are following:

This database view combines the metric_instance and the incident tables, so you then have access to all fields in these incidents.

The Assignment group in my example is the current group assigned to the incident.  You will see multiple Values if multiple groups handled that incident.

[DAT8383]

Hi JP,

In analyzing the data in the report, I do see this statement is true - "You will see multiple values if multiple groups handled the incident."

However, for the incidents that do not have doubles/multiple values, when I click into them, multiple teams did touch it, but there is only one value.

Do you know why that is?

~ D

[Dillon]

Hey @DAT8383,

If you have a report with the conditions that @JP - Kyndryl provided, you will only see the assignments for the group that you have listed in the Value condition. The following shows all incidents that have been assigned to the Service Desk group:

You can see that INC0010001 has been assigned to the Service Desk twice.

However, if you instead filter on INC0010001, you will see it has been assigned 4 different times:

You can remove the Value condition, and instead add a Group by on Value or Number (inc_number) to show assignments by either group or incident.

If you confirm there are incidents that have been reassigned but don't have metric results for each assignment group, I would open a support case with ServiceNow to investigate. The only time I've experienced issues with metric definitions not creating metric records as expected is when a task is created by a template or some other way that the system doesn't pick up.

Hope that helps!

-Dillon