Report to show tickets where additional comments not updates in x number of days

[Sam Ogden]

Hi All,

I need a report to show all incidents where no additional comment have been added in x number of days e.g. 5 days

I'm guessing I will need to create a new metric, but I have not done this previously,

Does anyone have an example they could share?

Thanks

Sam

P.s. we are on Kingston Patch 2 but do not have the paid for performance analytics 

[Tim Deniston]

You could do this with a Metric Definition and then report on Metric Instances, but it may not behave quite like you are expecting. 

For your use case, you could also use Inactivity Monitors. 

https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/time/task/t_SetA...

There is probably more work behind Inactivity Monitors, though since you have to define what happens after the inactivity monitors run. It can be a notification, a script runs, etc. 

[Sam Ogden]

Hi Tim,

Thanks for the above.

In regards to the Metric Definition how would this need to be setup?  My thoughts is it would track every time an additional comment was added including the date and time and we could then have a report for additional comments not added in last week?

In regards to the inactivity monitor, I've had a quick look, but doesn't look like in the condition or reset condition you can select the additional comment field, not sure how this would be setup or work.  Any further information would be greatly appreciated.

Thanks

Sam

[Tim Deniston]

You are correct about the Inactivity Monitors... it doesn't appear those work with Journal fields. 

For the metric definition, it needs to watch the Additional Comments field. You can then build a filter or report against the Metrics table (metric_instance) with filters similar to the following:

[Adam Stout]

I believe this is included in Complimentary Performance Analytics for Incident Management.  I would highly recommend you check that out.  I believe OOTB, you get not updated within 5 days and not updated within 30 days as well as the ability to trend these.  This information is very powerful in managing your incidents especially when you layer in the breakdowns to compare different groups/priorities/categories and put in targets.