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05-09-2018 06:45 AM
I created a report off the Task table to get all open tickets.
I want to include all tickets that have been assigned to members of certain groups. The Assignment Group field is not consistently filled in so I have to rely on whether the Assigned To value is a member of the group.
I've tried dot walking but with no success. Any ideas?
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05-09-2018 07:02 AM
Hi,
You can create a dynamic filter to check that the user (assigned to) is part of that specific group or not.
This would need a script include, a dynamic filter option and you can use it as a filter on your task table.
Let me know if you need help with the script.
https://www.servicenowguru.com/system-definition/harnessing-power-dynamic-filters-servicenow/
This link has a great example of the same objective.
Please mark it correct/helpful based on the response.
Thanks
Gaurav
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05-09-2018 08:09 AM
OK...I'll try that.
I'm looking for more than one group.
Thanks.
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05-09-2018 08:25 AM
The method Gaurav mentioned is best for the long term. However, if you need something short-term, and it is configured in your instance, you could use assigned to.manager instead. (By configured, I mean that field is populated for all users in question.)
This of course assumes those group members all have the same manager.
You could then group results by assignment group, which would help identify teams that aren't using that field properly as well.
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05-09-2018 08:31 AM
This is a good short-term fix until I get the script working correctly! Thanks Scott!
Maria.
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05-09-2018 08:40 AM
No problem. I highly recommend setting up that dynamic filter. That is a very useful filter to have.
Assigned to.manager is something I've used for reporting from Task quite often (due to different tables needing different assignment fields mandatory). If you run into further issues with it not including what it should as the assigned to field isn't populated, you could always use an OR statement in the report. IE - user.manager is xyz or assignment group is abc.
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05-09-2018 08:52 AM
Thank-you!
