Reporting on Rejected Change Requests

[stevekeiper]

Looking at the Change Request data, I see a field called Approval (approved rejected, no longer required etc.)  and one called Approval History (which is date based)   These values seem to record the current value/state of a given change.   In other words, if a change is rejected and never re-submitted, its easy to find in a query as its current approval value will be = rejected.   However, if the same ticket is later re-submitted and subsequently approved, the approval value updates to = approved.   How can I tell that this ticket had ever been rejected?   Does anyone know if there is a historic rejected value/date that is stored and query-able?   I want to be able to identify Changes that were never rejected and were approved the first time, and also changes that were rejected at one time, but later approved.   Have others done this with the existing data that is recorded without creating cusomt fields/data?

[Michael Ritchie · Accepted solution]

Steve, the Metrics feature is the best way to capture changes to fields.   Out of the box there is a metric on the change approval field so you should have the data you need.   In a report, choose the Change Metric table which is a join between the change and metric table and you can filter for changes that were rejected.

[Michael Ritchie]

Here is a quick example of a report.   You need to set the definition to Change Approval and if you only want the rejected ones you can filter based on value.   You can include any other fields in the report as well.

[Aditya Telideva]

Hi Steve,

I think the best way to do this is via a custom report:

http://wiki.servicenow.com/index.php?title=Custom_Chart_Rendering#gsc.tab=0

This way, instead of writing data to a record(s), you can generate two summary sets (one for each kpi to mesure) and display them as a lineplot over each other (within one plot).

Hope this helps.

Greetings

[Raja keerthana]

Hi, 

I wish to reopen this thread because I would like to get the same information but with one more added information. 

"rejected changes and the state (assess/authorize) in which it was rejected "

I thought of creating report with "change_Request_metric" table and filter rejected changes and group it based on state. But state is always the present state of the change in metric table as well.

Is there anyway to get the state of change when it was rejected.

Thanks, 

Keerthana