Service Now Incident tickets - frequent

ChrisM_ — Thu, 10 Apr 2025 17:24:35 GMT

Is there a way to view and filter all incident tickets that come into my workgroup. My question is I have been asked to look for frequent tickets that come on more than couple times monthly weekly yearly, and to monitor these frequent tickets to remove redundancy from the users to submit the tickets. Basically , I am trying to filter out and view the whole list of tickets that are in Assigned status/closed that I can access the description header easily to filter out these recurring tickets my dept gets. Thans

Re: Service Now Incident tickets - frequent

Robert H — Thu, 10 Apr 2025 19:37:55 GMT

Hello @ChrisM_ ,

Here is how you can display the list of all Incidents assigned to your group (or groups, if you belong to more than one) and show their Short description:

1) type "incident" in the navigator sidebar

2) open the Incident > All menu

3) click the filter icon

4) set the filter as shown in the screen shot (you mentioned an "assigned" status but this does not exist for Incidents, so I have selected "resolved" or "closed" in the example)

5) click the "Run" button to apply the filter

6) the Short description column should already be there by default but if not you can use the gear icon to configure the list columns (just find Short description on the left side of the popup window and move it to the right side, then click OK)

Regards,

Robert

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Service Now Incident tickets - frequent

Re: Service Now Incident tickets - frequent