question Create reports in Community Central forum

Create reports

gustavosilv — Fri, 07 Nov 2025 12:22:48 GMT

What would be the best way to create reports of incidents and requests that have not been closed and are considered violated, for the departments? The department should only receive data related to it and should be sent weekly.

Re: Create reports

YaswanthKurre — Sat, 08 Nov 2025 04:42:02 GMT

Hi @gustavosilv ,

1. Create Two Targeted Reports

Make two reports:

Incidents (incident table)
Requests (sc_req_item table)

Use these filters:

Active is true → only open records
SLA Definition.Has breached is true → only failed SLAs

2.Add a Dynamic Department Filter

Set up a filter based on department to later customize per recipient:

For team performance: use Assignment group.Department
For service impact: use
- Caller.Department for Incidents
- Request.Requested for.Department for Requests

3.Schedule Weekly Delivery

Create a Scheduled Report to send every week:

Add department leads or groups under Users/Groups
Check “Omit if no records” so empty reports aren’t sent

4.Secure with a Conditional Script

Enable Conditional and add a script to filter results for each recipient.

// Example Conditional Script var dept = gs.getUser().getDepartment(); if (dept) { current.addQuery('caller.department', dept); }

Mark this as helpful and correct, if this helps you.

Thanks,

Yaswanth

Re: Create reports

Sarthak Kashyap — Sat, 08 Nov 2025 08:19:02 GMT

Hi @gustavosilv ,

I tried to create a report on Incident and Request table please check below steps,

Navigate to Incident table right click on header and select either pie chart/bar chart

You will navigate to report page then type of report select List and in Data source select table as incident and filter condition like - State is Not one of - Closed & OnHold and Group by Caller's department.

Result -

You can follow above step for request table.

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak

Re: Create reports

AndersBGS — Wed, 12 Nov 2025 21:37:08 GMT

Hi @gustavosilv ,

Based on your question, I think there are more questions to be asked? How should the data be presented to the recipients? What deems an incident or request to be violated? I guess that an incident created a Friday and not resolved on a Sunday is not a violation? should it be in one single report or 2 separate reports?