SCTASK - reporting on the assignment history

[brandimore]

Hello

I have created a nice report against the Incident_Metric table. This allows me to query on when a ticket was transferred to a group and to show it as an opened ticket based on the transfer date. This means if a ticket was opened in August and with GroupA, but transferred to GroupB in September, when GroupB runs the report, it shows up as Intake in their report for September. We have cases were we don't want to inherit the open time for tickets.

With that said, is there something like this for Catalog tasks? Right now we have a group that is Tier2 and they aren't getting their intake tracked as many tickets are transferred to other teams.

Thanks!

[brandimore]

I think I may have found the answer. This table has the similar fields as the incident_metric. I'll have to get my admin to populate the table.

Can someone confirm their experience?

Thanks

[Josh Cooper]

That was going to be my suggestion - I don't believe we do it out of the box for sc_task, but it's extended from task the same way Incident is, so they should be able to copy the existing metric definition from the Incident table, and point it at the sc_task table instead.

[brandimore]

Thanks Josh. I have one small question. You say;   'so they should be able to copy the existing metric definition from the Incident table, and point it at the sc_task table instead.'

When you say point to the 'sc_task table instead',   can you not populate both that and the incident_metric table? I don't want it to be on or the other as we need both reporting.

Thanks!

[brandimore]

Hey Joel

Can you help confirm; we are not populating the data right now. we went live september 1st. Based on what my admin is saying, we will not be able to get the data from the past the month   it's the sc_task_metric table. Is this true?

I'm confused as to why this is not default functionality within servicenow to collect the data for the metrics table. The requirement to see "SCTASK Intake" seems to be something I would think that is commonly requested. No? Do most customers not want to see task intakes for their team?

Thanks!