Reporting for who triaged an incident?
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02-12-2024 07:46 AM
Hi all.
I'm trying to create a daily report to show the number of employees who triaged a ticket.
The cleanest way I can think to do this would be to look at the Environment field in our instance. When a ticket comes in, the environment field is blank, but after triage a value is selected.
The problem is I don't know how to track this.
What I'm looking for is 'Number of incidents where __ field is updated by a specific user' and then filter it by 24 hours. But I don't see a measure for this.
As with everything ServiceNow, I'm sure there are 100 other ways of solving this. Please let me know if anyone has solved this before!
Thanks!
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02-12-2024 07:50 AM
Another option may be to used the pre-existing 'Updated by' field.
But I'd need to filter that updated by to be only environment change updates, broken down by user, filtered by the last 24 hours. I'm not sure how to do that
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02-12-2024 07:56 AM
Hi,
Field updates , we can see only on "Audit table(sys_audit)" (or) "Audit history (sys_audit_history)". You can create database view merging Incident table fields and Audit History table.
Note: As per ServiceNow best practice, creating reports(or) database views are not recommended on system audit tables.
Please mark it as helpful (or) correct if it helps.
Thanks & Regards,
Sumanth Meda
